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The perks of using JIRA Service Desk
Your most unhappy customers are your greatest source of learning.
Bill Gates
Boyan Angelov
Biography of JIRA Service Desk Oct
2013 JSD 1.0 - Client based license
Sep 2014
JSD 2.0 - Agents based license
Nov 2014
JSD 2.1 - Request type editing
Jan 2015
JSD 2.2 - Portal branding, Participants
Feb 2015
JSD 2.3 - Raise on behalf, E-mail filtering
Apr 2015
JSD 2.4 - Automation, Wiki Comments, Live Queues JSD 2.4 - Automation, Wiki Comments, Live Queues
Automation – the easy way
Automation – the easy way
Automation – the easy way
Automation – the hard way
Wiki Editor – easy rich comments
Wiki Editor – easy rich comments
Live Queues– real-time refresh
What is ITIL?
The IT Infrastructure Library (ITIL) defines the organizational structure and skill requirements of an IT organization and a set of standard operational management procedures and practices to allow the organization to manage an IT operation and associated infrastructure.
JIRA Service Desk and ITIL
Incident Workflow Problem Workflow
Change Management Workflow
How about CMDB?
Configuration Management DB
Bonus track – JIRA for HR
Onboarding WF Offboarding WF
Vacation WF Personal Details Change WF
What’s next?
The #1 voted new feature request for JIRA Service Desk?
Allow customers to view requests created by other customers
belonging to the same organization using the Customer
Portal
483 Votes
Bringing to you the beauty of Atlassian solutions!
Atlassian Summer Talk, 2015, Sofia