jira service desk + chatops webinar deck
TRANSCRIPT
Revolutionize Your IT Team
2
Atlassian focuses on helping teams
COMPLETE
ORGANIZE
SUPPORTIT
SOFTWARE
HR
MARKETING
ENGINEERING
DISCUSS
Challenges facing IT Teams
IT team
Business teams
Dev teams
IT team
“30% of organizations have moved ticket resolution closer to the service desk, reducing escalations when possible”
“67% wanted to provide a better customer experience.”*
* Top reason why organizations are changing Service Desks
Source: HDI, “Service Management, Not Just for IT Anymore”, 2014
There is a growing demand for quality service between users and IT. There is a growing demand for quality service between users and IT.
2014 Service Management 2014 Service Management StudyStudy
2014 Service Management 2014 Service Management StudyStudy
IT's Challenge To Deliver Better Customer Experience
“91% of end-users say they prefer self-service”
IT and Dev
IT not aligned with dev
realizing the value of agile dev methods
Dev adopting agile
working in separate tools
Organizational SilosIT and development processes are not aligned
IT Dev
Sources: Puppet Labs, “2015 State of DevOps Reports”, 2015
WALL
We understand the challenges facing IT
Business teams
IT teams
Dev teams
Better together
Business teams IT teams Dev team
Deliver end-to-end IT service management that's fast and agile for your organization
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Service Management software Service Management software Designed on JIRA and purpose built for IT and service Designed on JIRA and purpose built for IT and service
teamsteams
IT
Simple self-serviceSimple self-service Simple self-serviceSimple self-service
Integrated knowledgeIntegrated knowledge Integrated knowledgeIntegrated knowledge
ITIL workflowsITIL workflows ITIL workflowsITIL workflows
Streamlined ticket management Streamlined ticket management Streamlined ticket management Streamlined ticket management
Real-Time collaborationReal-Time collaboration Real-Time collaborationReal-Time collaboration
Powerful SLAs and ReportingPowerful SLAs and Reporting Powerful SLAs and ReportingPowerful SLAs and Reporting
AutomationAutomation AutomationAutomation
Why IT teams love JIRA Service Desk
IT
?
Ease of access to all Service Desks
???
Make it easy
to find help!
Simplified self-service users love!
11
Making knowledge accessible and actionable
12
KNOWLEDGE BASE
CUSTOMER PORTAL
Deflect requests with knowledge recommendations
13
Streamlined IT Service support
Powerful SLAs right out of the box
15
Proactive Service Support with SLAs
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Streamline service support with automation
Choose pre-defined automation rules; or
Create custom rules to streamline processes
SLA due
Ticket status changes
System goes down
Email is received
Ticket is approved
Send reminder
Escalate ticket
Create a ticket
Change priority
Grant access
JIRA issue resolved Update Incident
Configuring Automation with ease
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Ease of setup
• Level One• Level Two
• Level Two
• Level Two
• Level One
Big cool statistic
2,569Add-Ons in Marketplace
Ease of setup - IT Service Desk with ITIL workflows
Incident Management
Problem Management
Change Management
Service Request Management
ITIL workflows
IT meets DevOps
In 2015 the percentage of IT teams adopting DevOps (agile) passed 60%
Incident
Problem
Change
Bug
Code
Release
Linking Incidents to Issues
How a request becomes a feature
Customer Story
15,000+15,000+
Pricing that customers love!
For the Enterprise
Available for
High availability Instant scalabilityPerformance at scale
Why JIRA Service Desk?
A New Approach to Service Management
Super simple to useSuper simple to use Focused on the end user and an experience they will loveFocused on the end user and an experience they will love Super simple to useSuper simple to use Focused on the end user and an experience they will loveFocused on the end user and an experience they will love
Affordable pricingAffordable pricing JSD pricing is a win for customersJSD pricing is a win for customers Affordable pricingAffordable pricing JSD pricing is a win for customersJSD pricing is a win for customers
Single platform for your IT and Dev TeamsSingle platform for your IT and Dev Teams Fully integrated with JIRA.Fully integrated with JIRA. Single platform for your IT and Dev TeamsSingle platform for your IT and Dev Teams Fully integrated with JIRA.Fully integrated with JIRA.
Flexibility IT and service teams loveFlexibility IT and service teams love Easily adapt JIRA Service Desk to any support processEasily adapt JIRA Service Desk to any support process Flexibility IT and service teams loveFlexibility IT and service teams love Easily adapt JIRA Service Desk to any support processEasily adapt JIRA Service Desk to any support process
ChatOps
Place the tools in the middle of the conversation
Collaborate in real-time
Lower MTTR
Leverage team knowledge
• Automation on top of JSD features• Improves SLA• Creates a room & auto invites agents• Marketplace release pending- JIRA add-on
+ Integration
Demo
?
Customer Portal
KnowledgeCentric-
Support
Streamlined Ticket
Management
Service Desk
Configuration
SLAs
Automation
+
Thank you for attending!
Q&A SessionQ&A SessionQ&A SessionQ&A Session
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