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PETER KOCZAN • SOLUTIONS ENGINEER • ATLASSIAN • @PETER_KOCZAN
Prevention, self-service and strategic laziness
PLAN
DEFINE
OPERATEDeploy, Learn & Iterate
Code, Test, Review
Prioritize & Assign
Document & Discuss
DEVELOP
S AV E & I N V E S T T I M E
S M A R T S U P P O R T
C U LT U R E
H O W AT L A S S I A N D O E S I T
Agenda
I choose a lazy person to do a hard job. Because a lazy person will find an easy way to do itB I L L G AT E S
“”
Classic support
Customers SupportPublic knowledge base
Internal KB Collaboration & escalation
Knowledge based support
Public knowledge baseCustomers Support
Knowledge based support
Public knowledge baseCustomers Support
Flaws & lawsKPIs
Global knowledge backlog
Self-help needs effortSelf-help mechanism in-product and support channels
Critical incidents
Knowledge based metrics
Deflect issues to save time
Focus attentionSOPHackathon
Engage your team
Experiment, fail fastWrite down what worksCompete to innovate Global dashboards
and alertsMeasure everything
If it works, scale it
BloggingSecondmentsStandups
Bring people together
Local & global Cross geo &cross functional
Technical & personal
KPIsTechnical escalationsGet your hiring right
Get the right people
Hire for eagerness to learn, not lexical knowledge
Use it as a training opportunity
For knowledge creation and assisting teammates
Our solution
Self-service, automation, SLAs and reporting, ITIL workflows
Integrated documentation, collaboration and knowledge base
Real-time collaboration, video chat, alerts and integrations
IT OperationsImproved Collaboration
- track work across teams with single platform
- retain context and history of conversations
- share across teams and project lifecycle
CONTINUOUS
INTEGRATION
OPERATE
DEPLOYPLAN
BUILD
CONTINUOUS FEEDBACK
CO
LLABO
RATIO
N
CO
LLA
BORA
TIO
N CONTINUOUS FEEDBACK
PLAN
BUILD CONTINUOUS
INTEGRATION DEPLOY
OPERAT
E
CONTINUOUS FEEDBACK
Faster time to resolution - fast escalation paths to the right support team
- lower MTTR with teams sharing knowledge
- learn from past outages with post mortem
Better performance - eliminate repetitive IT tasks with automation
- complete traceability of incidents and changes to software development
Dev team IT Ops teamStatusPage
Customer Portal
Knowledge Base
QueuesSLAs Reports
Multi-channelTeam Management
Automation
SearchData Center?
New in
Integrated
Customer PortalSilence notifications, add participants, transition requests, smart learning
ITIL certified
Trigger 3rd party events, approvals in workflow, tighter KB integration, automation
For Request Fulfilment, Incident-, Problem- and Change Management
Thank you! http://go.atlassian.com/kinoforum
PETER KOCZAN • SOLUTIONS ENGINEER • ATLASSIAN • @PETER_KOCZAN