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JIRA & Confluence Nordic Conference 9.10.2014 Eric Salonen, Ambientia
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Who is this guy?
www.ambientia.net
• Eric Salonen• Yes, Im Australian.• No, I dont work for Atlassian.• Then why are you in Finland?
Are you crazy?• Well yes, but I have Finnish parents
and I got married to a Finn.
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Who is this guy?
www.ambientia.net
• Working with Atlassianeco-system since 2005
• Lead Atlassian Consultant at Ambientia
• Member of the AES team at Ambientia
• Duties include consulting, configuration, installation and debugging everything related to the Atlassian eco-system.
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...but enough about me.
www.ambientia.net
Why are we here?
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Why are we here?
www.ambientia.net
JIRA is my significant otherJIRA is my nerdy friend, you know, the fat guy with a lot of
pimples on his face and he smells a bit
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So why is JIRA a nerd?
www.ambientia.net
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So why is JIRA a nerd?
www.ambientia.net
• Well, JIRA is big guy.• Even though JIRA is big guy, he can
be easily handled by telling him what to do.
• You just need to know what to tell him to do and he will do it.
• ...but he also stinks a bit.• In other words, there are a few
annoyances
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So why is JIRA a nerd?
www.ambientia.net
• JIRA is (was) also a bit ugly.
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...but luckily...
www.ambientia.net
• JIRA has a ”hot sister”...
Introducing
How many of you are using JIRA?
Has anyone tried JIRA Service Desk?
Is anyone using ‘regular JIRA’ for
Customer Service?
38%use JIRA
for service desk
38% of @JIRA customers use JIRA for their #ServiceDesk
Powerful Agent Engine
Request Interface
two ends of the spectrum
Powerful SLAs
Real-time Reporting
Custom Team Queues
Intuitive Interface
Powerful SLAs
Real-time Reporting
Custom Team Queues
Intuitive Interface
Meet Ryan
He needs the IT team’s help...
IT TeamRyan
I need some new software!
Procurement request
System access
Purchase Request
Purchase Request
Problem report
JIRA Service Desk makes this
possible!
I’m at #Jira #atlassian #Roadshow #ServiceDesk Presentation!
Customer-
centric
language!
Simplifi ed
Interface!
Natural-language requests1
Simplified request interface2
Self-service knowledge base3
Intuitive Interface
Turn your #SERVICEDESK into a self-service desk with @JIRA #servicedesk
Powerful SLAs
Real-time Reporting
Custom Team Queues
Intuitive Interface
Powerful SLAs
Real-time Reporting
Custom Team Queues
Intuitive Interface
Best-practice
Team Queues!
New Issue, 2nd
on the list
One place for your team to go1
Automatically triaged & prioritized2
JIRA Query Language (JQL)3
Custom Team Queues
Automate triage and prioritization of requests with @JIRA #SERVICEDESK
Powerful SLAs
Real-time Reporting
Custom Team Queues
Intuitive Interface
Powerful SLAs
Real-time Reporting
Custom Team Queues
Intuitive Interface
0:23
Integrated SLA Visibility
TIME REMAINING
0:23
Integrated SLA Visibility
0:23TIMER ON
Integrated SLA Visibility
0:23TIMER
PAUSED
Integrated SLA Visibility
MORE THAN 1 HOUR REMAINING0:231:05
Integrated SLA Visibility
0:45LESS THAN 1 HOUR REMAINING
Integrated SLA Visibility
0:29LESS THAN 30 MINUTES
REMAINING
Integrated SLA Visibility
0:29ISSUE STILL OPEN - FAILED SLA
-0:01
Integrated SLA Visibility
-0:01ISSUE RESOLVED - FAILED SLA
-0:35
Integrated SLA Visibility
ISSUE RESOLVED - SLA MET
-0:350:42
Integrated SLA Visibility
0:42
JQL:
Pr io r i ty =
B locker
Advanced SLA Configuration
JQL:
Pr io r i ty = Ma jor
Advanced SLA Configuration
JQL:
Repor ter in
group(“bosses” )
Advanced SLA Configuration
Advanced SLA Configuration
Powerful SLA engine1
Integrated SLA visibility2
Supports advanced SLA rules3
Powerful SLAs
Powerful SLAs
Real-time Reporting
Custom Team Queues
Intuitive Interface
Powerful SLAs
Real-time Reporting
Custom Team Queues
Intuitive Interface
We’ve rolled out JIRA Service Desk in
production to over 1,500 users. It was
ridiculously easy - and the SLA metrics
were eye opening.
AARON JONES, GOOD.COM
”
“
Great reports out of the box1
Easily create new reports with JQL2
Retroactively applied against your data
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Real-time Reporting
With @JIRA #SERVICEDESK, retroactively apply SLAs & review real-time reports
Powerful SLAs
Real-time Reporting
Custom Team Queues
Intuitive Interface
plus years of
evolution
Fields
Workflows
Notifications
People
Permissions
Marketplace
Questions?
