2014.07 exec user group - atlassian - sydney
DESCRIPTION
ServiceRocket hosted an Enterprise Executive User Group at Atlassian's world headquarters in Sydney on July 15, 2014. Presenters included ServiceRocket CEO Rob Castaneda.TRANSCRIPT
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Atlassian Business Executive User Group
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Why a Business Executive User Group?
• Teams extend beyond software development• Software development techniques, such as Lean & Agile are
becoming more and more popular in business
• We want to focus on patterns, techniques and learnings to help • Transform Business Processes• Optimize Resources• Improve Financial Position • Exceed Compliance Requirements
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Our Goal
Our Goal is to connect like-minded users together with each other, as well as with the teams at Atlassian and ServiceRocket
We’ll meet quarterly and discuss the latest topics and trends from Atlassian and from Silicon Valley
Look out for our next meeting after Atlassian Summit
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About Rob
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The Consumption Economy
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The Model has Changed
• Cloud Computing• Atlassian low/transparent pricing of Enterprise Software• New Rules for Business Transformation• New Models for Professional Services
Why doesn’t any listed ASX IT Services business have operations in Silicon Valley?
You can’t see global trends from Sydney or Melbourne alone. Be careful where you get your advice from
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Why is Silicon Valley Important?
Silicon Valley is the heart of our industry, it’s where trends are started and where things move first.
Silicon Valley is 12-18 months ahead. Don’t be left behind.
We established an office in Palo Alto 2009
“Why go there?….Isn’t the US market dead?”
-Almost everyone’s “advice”, 2009
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Where is Palo Alto?
25 mins - San Francisco
25 mins - Palo Alto
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What Palo Alto Isn’t
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Property Price Growth – 2005-2015
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Why Should You Care?
If you were an actor, Hollywood is important to you
Finance: Wall St
Oil/Gas: issues in the Middle East impact you
Silicon Valley is the place for IT
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Enter ServiceRocket• “Software is eating the world” – Andreessen, WSJ
2011
• We focus on Training, Support, Implementation & Tools
• We help drive Consumption• We strengthen the relationship between a fast
growing software company and their enterprise customers
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About ServiceRocket• Founded in 2001 in Sydney Australia• 150+ employees across 5 offices
• Palo Alto, Sydney, Kuala Lumpur, Santiago & London
• Experts in software consumption• Training, Support, Implementation & Tools
• TRUSTe certified• Strong global leadership and board credentials• We love service and helping customers be successful• Over 2,500 paying customers in the past 12 months
alone
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Leadership Team
Rob CastanedaFounder / CEO
Andrew SneddonChairmanFormer PwC Partner
Salil DeshpandeBoard MemberManaging Director, Bain Capital
Nick WhiteBoard MemberCFO, Elasticsearch
Erin RandChief Operating Officer
Ray BradberyVice President, Enterprise
Robert SipkoVice President, Platform
Colleen BlakeVice President, Marketing
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Our Values• Delight the Customer• Share the Knowledge• Think Team• Focus on the Outcome• Talk Straight
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Some of our Customers
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Atlassian Adoption & Consumption Patterns
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Adoption Curve – Who are your users?
A
B
C
Early Adopters
Early Majority
Late Majority
Laggards
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Consumption
• It doesn’t just apply to vendors
• It also applies to any person trying to make a system successful
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Welcome to our Wiki – Please Collaborate!
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What does the 1st day of the job for a new hire look like?
Transparency is great….
… for those of us that know everything that is going on.
What does your system look like on the 1st day for a newbie?
Transparency
Information Overload
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Typical Enterprise Confluence
Team 1Team 2
Team 4
Team 3
Team 5
Team 6
• Many Teams• If everyone owns it,
nobody does• Treated like “IT”, e.g.
SharePoint• Upgrading is painful
• “Who is using this plugin?”
• Common approach• 1 admin from each
“Team”• Ever tried to innovate
“together”?
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Federated Approach
Intranet
Team 1
Team 2
Team 3
Team 4
Team 5
Team 6
• One Common Starting Point• “Intranet”• Simple, Lightweight
• Each team then has independent infrastructure
• Upgrades easy• Ownership easy• Budgeting allocation
easy• Innovation increases
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Other related Tools – Okta, Salesforce.com
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Evolution of a blogging and transparent culture
Stage 1 – The extroverts jump in- “Look at Me!”Stage 2 – Micromanagement takeover – “I want to look at you”Stage 3 – Lead by example for mutual trustStage 4 – Lead by PraiseStage 5 – Driven by Values
Aligning a system with your cultural values is the best way to ensure sustainable take up of the system.
Mold the system to your culture. Impossible without Values.
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From Bug Tracking to Service Delivery
JIRA as an issue tracking tool is a great way to ensure accountability, and track technical work. Let’s call this “Pattern 1: Issues & Workflow”
Pattern 1 allows us to see “Who, When, Where etc”
Sorting through issues quickly and responding to changing demands – JIRA AgileLet’s call this “Pattern 2 - Agile”
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Pattern 3 – SLA’s
The Service Desk Pattern is one where our team/department puts a stake in the ground and says “Here is what we can do for you”. Pattern 3: Service Desk and SLAs
Pattern 3 enables you to expand your impact to the business beyond IT.
We have an internal JIRA named “ops” which we use for SLA based services from our operations team.
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Example – Pattern 1 - Zurich
• Before• Legacy System of Record• Communication around Transactions predominantly email• Hard to report, Process is inefficient, Does not scale easily
System of Record
Context
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Context
Example - Zurich
• After• Context kept in JIRA• Accountability, Traceability
System of
Record
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Putting it all together
• Collaboration• If everybody owns it, nobody does• Ownership is more important than structure/control
• Build around Values• Think in Patterns, not in Products
• Issues and Workflow• Agile• Service Desk
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And now that I have made the business case for you…