SCOTT DAVIS | SOLUTIONS ENGINEER | @JHABITEICI

Transform Your Service DeskThe Atlassian Approach to IT Service Management

Challenges facing IT Teams

What does this meanfor your IT team?

Digital Transformation

MobileCloudVirtualization

Agile DevOps

CRM Payroll Purchasing App service

Digital Services

BUSINESS TEAMS

IT TEAMS

DEV TEAMS• Demand new services

• Service improvements

• Productise my code

• No hassel infrastructure

Stability Adaptability Innovation

Service RequestIncidentProblemChange

Pain points of legacy ITSM

Lack of visibility

Data silos exist

Inability to drive innovation

Doesn’t support need to improve and expand service offerings

Deficient self-service Lacks capability and user adoption

No coordination with dev No ability to link support issues with

dev backlog and no visibility when issues escalated

High support costs Agent workload slows IT support process &

high cost per agent weighs on IT budget

Difficult to adapt Inability to truly customise

Current ITSM solution

What support processes are critical for your team?

IncidentService

Problem

Change

Atlassian approach to ITSM

Capabilities your IT team is looking for

Service

Comms•Email

•Some collaboration tools

Docs• Central document storage

• Minimal use of knowledge base

• Difficult to share, collaborate and track

TasksService RequestIncident Problem Change

• Legacy ITSM tool

• Multi tiered support structure

• Aligned based on technology types

• ITIL adoption

IT Team

Atlassian approach to ITSMEasily adapts to meet the needs of your IT team

IT Team

Tasks

ProblemService RequestIncident Change

Comms

Collaboration Knowledge

Docs

Service

Easily adapt to evolving ITSM needs

Service DeskService RequestIncident Problem Change

Workplace support team

project 1

Users

Lean approach to adopting ITIL

ITIL CertifiedIncident Management

Problem Management

Change Management

Service Request Management

Incident management

email conferencing CRMdata storage payroll purchasing

IT SERVICESwebsite

Alert

Incident response priorities

Respond effectively

Recover fast and define accountability

Communicate clearly

Be open and minimise distractions

Collaborate effectively

Solve issues faster with team

Improve continuously

Learn and stay objective

Incident

Incident MTTR

Mean Time to Resolution (MTTR) websitewebsite

Mean Time to Diagnose (MTTD)

70% of time

Identify & Communicate Investigate & Diagnosis Resolve & Recover Closure

Alert

?

?

?

!

Incident

Identify & communicate service outage

Identify & Communicate

IncidentWebsite Service Outage

Alerts

Incident

Automation Rules

Automation repetitive tasks to save time and streamline IT support

Classify urgent issues to increase IT team awareness

Incident

IT documentation

Manage and collaborate around critical IT documentation

Define Runbook incident troubleshooting guides to help IT staff quickly respond to major outages

KB articles for users and IT staff

Incident

Runbook KB articles are automatically associated with the incident, so agents can quickly start troubleshooting

Easy access to knowledge base articles for AgentsIncident

Builds trust Cuts support costs

Always up

Investigate & Diagnose

HipChat Incident Room

What changed?Recent release?

Incident

SLA

Incident Investigating incidents

Powerful SLAs for proactive support

Ensures important issues are sorted to the top queue

Keeps support focused on what matters

Incident

ChatOpsIncident

Places tools in the middle of conversation

Leverages team

knowledge

Collaborate in real-time

Lower incident MTTR

ChatOpsIncident

Incident swarming

Incident

Change Requests

Resolve & Recover Closure

Actions!

Confluence PIR

Software backlog

Incident Resolving incidents

Incident resolution

Easily resolve incidents while capturing important information for future reporting

Link the incident to software bugs or change requests

Use automation rules to keep linked issues updated

Incident

Post incident reviews

Capture critical insights to document what went wrong and shared lessons learned

Standardise the PIR process to improve service quality

Incident

Incident Management Atlassian places IT teams on the fastest path to incident resolution

Lower incident MTTR

Provide IT teams with the tools they need to

minimise service outage time

Communicate clearly

Improve customer communication during

service disruptions

Improve collaboration

Breakdown barriers and solve incidents faster with

connected teams

Share and learn Learn from major incidents

and share those insights with IT and Dev teams to improve

service quality

Incident

Service request management

password reset

new MacBook Pro

account setup

how can I?

email help!

email alias change

VPN assistance where do I find?

website down!

Service request priorities

Think ‘customer first’

Focus on what customers need the most from

service request catalogue

Focus on popular requests

Build from there based on usage and

feedback

Integrated knowledge

Give users easy access to knowledge base articles

Service Request

Access entire service desk from a single search portal

Easily find popular service desks or recent requests

Central portal for service deskService Request

Create the request for yourself or on behalf of another user

Easily include approvals

Simple to understand and complete

Service Request Customer portal

Knowledge base recommendations

Service request fulfillment: IT agents get work done faster

Collaborate with team members

Access KB articles to share with customers or assist agents

Service request details and SLAs

Service Request

Service request catalog administration

• Measure the effectiveness of KB articles

Easily create and manage a service catalog with JIRA Service Desk Request Types

• Implement automation rules to improve service request response

• Configure SLAs that keep IT teams focused on delivering top quality self-service

Service Request

Simple self-service

Make it easy to ask for help and find answers

Answers are a search away

Find answers while deflecting support tickets to

reduce the IT teams workload

Streamline request fulfilment

Give IT teams the tools they need to fulfil requests

Service catalog made easy

Easily manage and deliver value to your entire organisation

Service Request Management Atlassian enables IT teams to deliver amazing service

? Search

Service Request

Problem management

email conferencing CRMdata storage payroll purchasing

IT SERVICESwebsite

1st 30th

Problem investigation priorities

Proactive approach

Error controls

Link RFC problem investigations

Integrate IT & Dev teams

Establish and improve knowledge

sharing

Problem

Prevent incidents from occurring by identifying

weaknesses and proposing applicable resolutions

Post implementation review

Related change request associated with incident when it’s resolved

Reviewing trends from PIRs

Investigating trends - the data inside JIRA!

Problem

Problem investigation

Related change request associated with incident when it’s resolved.

Problem

Integrate software development & IT operations with Atlassian

Improved collaboration • Track work across teams with single

platform

• Retain context and history of conversations

• Share across teams and project lifecycle

Feedback • 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 team

Problem

Reduce incidents

Improve service quality and availability with proactive problem

management

Increased visibility

Find the root cause of a problem faster

Continuous feedback

Bring IT and Dev closer together with the ability to link problems

to the development backlog.

Learn & share

Improve IT support by easily sharing knowledge

Problem Management Atlassian helps IT teams improve service quality

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CONTINUOUS FEEDBACK

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CONTINUOUS FEEDBACK

Problem

Change management

email conferencing CRMdata storage payroll purchasing

IT SERVICESwebsite

Change management priorities

Lean change process

Streamlined approvals

Implement peer approvals to improve Change

Approval Board process

Integrated IT & Dev teams

Improve coordination on infrastructure

change and SDLC

Change

Meet the pace of your IT team while enforcing your change

policy

ChangeChange request submission

Make it easy for IT to start the change process with creating a change request from the portal

Associate impacted services and applications with the change

Provide access to Change documentation in Confluence. In this example IT staff can calculate the proper change risk.

Initiate

Change

Change schedules in Team Calendars

Change

Documenting change approvers

Know when a change needs approval

Document approvers so your IT team knows who’s responsible for the approval

Plan & Authorise

JSD Extensibility

200+add-ons & integrations compatible with JIRA Service Desk

Scale JIRA Software as you Grow

Top JIRA Service Desk add-ons & integrations

Email this issue

Extensionfor JIRA Service

Desk

Actionsfor JIRA Service

Desk

Translations for JIRA Service Desk

Teams for JIRA Service Desk

Pocket Desk Connector for Service Desk

Surveys for Service Desk

Collective Issue View for Service

Desk

Canned Responses for Service Desk

Issue Reminders

Create tickets on behalf of machines

Alert

Monitoring Orchestration

JIRA Service Desk is a Leader

Source: G2 Crowd, Software Reviews - Service Desk

SCOTT DAVIS | SOLUTIONS ENGINEER | @JHABITEICI

Thank you!