JIRA Service Desk - Tokyo, Japan Sept. 26, 2014
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Slides for the JIRA Service Desk presentation on September 26, 2014 in Tokyo, Japan.
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JIRA Service Desk - Tokyo, Japan Sept. 26, 2014
- 2. Getting More Done, Faster: The Power of JIRA Service Desk アダム・ロスコスキー ADAM LASKOWSKI • サポートマネジャー • ATLASSIAN • @FAETH
- 6. 1,700
- 7. 1,700
- 8. 112 Service Desks at one company
- 10. $0 | customer
- 11. $0 | customer $25 |agent
- 13. Didier Moretti General Manager, Service Desk
- 23. 128 Service Design Service Transistion Service Operations Continual Service Demand Financial Strategy Generation Service Portfolio Service Catalog Service Level Capacity Availability Service Continuity Information Security Knowledge Change Asset and Configuration Release and Deployment Incident Problem Event Request Fufillment Access Operations Improvement Service Measurement Service Reporting Service Improvement Transision Planning and Support Service Validation and Testing Service Desk Application Technical IT Operations
- 25. Customer
- 29. Laptop?
- 31. A/B Test
- 32. E-mail?
- 34. Contract?
- 35. CEo-nmtraaicl?t?
- 36. E-mail?
- 37. ?
- 39. How can I give my users a consumer grade experience?
- 41. How can I do more, faster?
- 43. How can work my team better together?
- 44. How can I add more value to my company?
- 45. Do more, faster Consumer grade experience Work better together Add more value
- 51. %&#@!! %&#@!! %&#@!! %&#@!! %&#@!! %&#@!!
- 52. Get rid of your old van.
- 57. Laptop?
- 58. HPR
- 82. Email your service desk
- 85. %&#@!! %&#@!! %&#@!! %&#@!! %&#@!! %&#@!!
- 91. Faster with self service
- 93. Solve
- 94. Solve Do
- 95. Solve Knowledge Base Do
- 96. Knowledge Base
- 97. Since deploying JIRA Service Desk we’ve increased tickets resolution by almost 70 percent NICK CUNNINGHAM, PUPPET LABS ” “
- 101. print
- 102. print
- 103. print
- 104. print
- 105. print
- 106. print
- 107. print
- 108. print
- 109. print
- 110. print
- 111. Solve Do
- 112. Solve Do
- 113. Solve Automation Do
- 115. Automation
- 116. When ticket is approved then grant access
- 117. ticket is approved grant access
- 118. ticket is approved grant access
- 119. ticket is approved close ticket a system goes down create a ticket email is received reset password give suggestion sla is due send reminder escalate ticket ticket times out grant access a ticket is raised change priority
- 123. Impressive experience Faster with self service
- 127. Powered by teamwork
- 145. That’s not good, that will stop sales coming in. I’m investigating now.
- 148. Verified that this isn’t an issue with the hardware, we’ll need to refer this to Jenny. @JennyEvans - can you look into this?
- 173. Impressive experience Faster with self service
- 174. Impressive experience Powered by teamwork Faster with self service
- 176. Win Together!
- 177. Win Together!
- 178. Win Together!
- 179. Twitter
- 180. Reduced time spent by 50% on requests for legal review
- 181. Build Engineering 18 Net Promoter Score
- 182. Build Engineering 38 Net Promoter Score
- 183. Raised $65K for Room to Read in 1 day
- 184. Do more, faster Consumer grade experience Work better together Add more value
- 185. Do more, faster Work better together Add more value
- 186. Work better together Add more value
- 187. Add more value
- 190. 2.0
- 192. New Pricing Central Portal Email Requests Team Workload Collaborators Integrations
- 195. Mobile Experience Integrated Knowledge Search Automation Confluence Question Integration
- 196. Thanks!