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JIRA Service Desk
Christophe Capel • JIRA Product Marketing • @ChristopheCapel
38%
38% of @JIRA customers use JIRA for their #ServiceDesk
Simple &
Lightweight

Advanced &
Customizable

two ends of the spectrum
Introducing
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Meet Ryan
He needs the IT team’s help...
I need some
new software!

Procurement
request

Ryan

IT Team
JIRA Service Desk makes this possible!

I’m listening to the #JIRA #ServiceDesk Webinar!
Syst em a cc ess

Purch as e Reques t

Purch as e Reques t

Problem report
Customercentric
language!
Simplified
Interface!
Request
Groups
Intuitive Interface

1

Natural-language requests

2

Simplified request interface

3

Self-service knowledge base
Turn you...
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Team Queues
New Issue,
2nd
on the list
Custom Team Queues

1

One place for your team to go

2

Automatically triaged & prioritized

3

JIRA Query Language (JQL)...
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Integrated SLA Visibility

0:23
Integrated SLA Visibility

0:23
TIME REMAINING
Integrated SLA Visibility

0:23
TIMER ON
Integrated SLA Visibility

0:23
TIMER PAUSED
Integrated SLA Visibility

1:05
0:23
MORE THAN 1 HOUR REMAINING
Integrated SLA Visibility

0:45
LESS THAN 1 HOUR REMAINING
Integrated SLA Visibility

0:29
LESS THAN 30 MINUTES REMAINING
Integrated SLA Visibility

-0:01
0:29
ISSUE STILL OPEN - FAILED SLA
Integrated SLA Visibility

-0:35
-0:01
ISSUE RESOLVED - FAILED SLA
Integrated SLA Visibility

-0:35
0:42
ISSUE RESOLVED - SLA MET

@JIRA #SERVICEDESK #SLAs kick-ass!
0:42
Advanced SLA Configuration

JQL:
Priority = Blocker
Advanced SLA Configuration

JQL:
Priority = Major
Advanced SLA Configuration

JQL:
Reporter in group(“bosses”)
Advanced SLA Configuration
SLA Calendars
Easily create new SLA calendar

Define your time zone,
working hours and
holidays
Powerful SLAs

1

Powerful SLA engine

2

Integrated SLA visibility

3

Supports advanced SLA rules

SLAs in @JIRA #SERVIC...
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Great
reports outof-the-box!
“

We’ve rolled out JIRA Service Desk in
production to over 1,500 users. It was
ridiculously easy - and the SLA metrics we...
Real-time Reporting

1

Great reports out of the box

2

Easily create new reports with JQL

3

Retroactively applied agai...
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
@JIRA #SERVICEDESK leverage all existing @JIRA customizations and
workflows
I N T UI TI V E
I N T ER FA CE

TE AM
Q UEUE S

P OWE RFUL
S LAs

RE AL-TI ME
RE PORT S

JIRA Platform

FIELDS

WORKFLOWS
...
www.atlassian.com/servicedesk
www.atlassian.com/software/jira/service-desk/demo
Have you read our latest blog:
“Insight into JIRA Service Desk’s pricing model”?
http://blogs.atlassian.com/2013/11/insigh...
Thank you
www.atlassian.com/servicedesk
Introducing JIRA Service Desk
Introducing JIRA Service Desk
Introducing JIRA Service Desk
Introducing JIRA Service Desk
Introducing JIRA Service Desk
Introducing JIRA Service Desk
Introducing JIRA Service Desk
Introducing JIRA Service Desk
Introducing JIRA Service Desk
Introducing JIRA Service Desk
Introducing JIRA Service Desk
Introducing JIRA Service Desk
Introducing JIRA Service Desk
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Introducing JIRA Service Desk

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Published on

JIRA Service Desk – a modern and flexible service desk experience that streamlines customer requests, and boosts your IT team’s efficiency, taking your service desk to a whole new level.

JIRA Service Desk integrates directly with JIRA, Atlassian’s issue management software used by more than 22,000 teams worldwide.

Learn in 30 minutes:

1) How we’ve gone beyond the powerful JIRA platform
2) How you can easily create a clean and intuitive customer interface to submit requests
3) How to get real-time SLA visibility
4) How to focus your team with custom queues
5) How to improve your team’s efficiency with real-time reports

JIRA Service Desk is available now for a free 30-day trial, OnDemand or download. Pricing starts at just $10 for 10 users.

Published in: Technology, Business

Transcript of "Introducing JIRA Service Desk"

  1. 1. JIRA Service Desk Christophe Capel • JIRA Product Marketing • @ChristopheCapel
  2. 2. 38% 38% of @JIRA customers use JIRA for their #ServiceDesk
  3. 3. Simple & Lightweight Advanced & Customizable two ends of the spectrum
  4. 4. Introducing
  5. 5. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  6. 6. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  7. 7. Meet Ryan
  8. 8. He needs the IT team’s help...
  9. 9. I need some new software! Procurement request Ryan IT Team
  10. 10. JIRA Service Desk makes this possible! I’m listening to the #JIRA #ServiceDesk Webinar!
  11. 11. Syst em a cc ess Purch as e Reques t Purch as e Reques t Problem report
  12. 12. Customercentric language!
  13. 13. Simplified Interface!
  14. 14. Request Groups
  15. 15. Intuitive Interface 1 Natural-language requests 2 Simplified request interface 3 Self-service knowledge base Turn your #SERVICEDESK into a self-service desk with @JIRA #servicedesk
  16. 16. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  17. 17. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  18. 18. Team Queues
  19. 19. New Issue, 2nd on the list
  20. 20. Custom Team Queues 1 One place for your team to go 2 Automatically triaged & prioritized 3 JIRA Query Language (JQL) Automate triage and prioritization of requests with @JIRA #SERVICEDESK
  21. 21. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  22. 22. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  23. 23. Integrated SLA Visibility 0:23
  24. 24. Integrated SLA Visibility 0:23 TIME REMAINING
  25. 25. Integrated SLA Visibility 0:23 TIMER ON
  26. 26. Integrated SLA Visibility 0:23 TIMER PAUSED
  27. 27. Integrated SLA Visibility 1:05 0:23 MORE THAN 1 HOUR REMAINING
  28. 28. Integrated SLA Visibility 0:45 LESS THAN 1 HOUR REMAINING
  29. 29. Integrated SLA Visibility 0:29 LESS THAN 30 MINUTES REMAINING
  30. 30. Integrated SLA Visibility -0:01 0:29 ISSUE STILL OPEN - FAILED SLA
  31. 31. Integrated SLA Visibility -0:35 -0:01 ISSUE RESOLVED - FAILED SLA
  32. 32. Integrated SLA Visibility -0:35 0:42 ISSUE RESOLVED - SLA MET @JIRA #SERVICEDESK #SLAs kick-ass!
  33. 33. 0:42
  34. 34. Advanced SLA Configuration JQL: Priority = Blocker
  35. 35. Advanced SLA Configuration JQL: Priority = Major
  36. 36. Advanced SLA Configuration JQL: Reporter in group(“bosses”)
  37. 37. Advanced SLA Configuration
  38. 38. SLA Calendars Easily create new SLA calendar Define your time zone, working hours and holidays
  39. 39. Powerful SLAs 1 Powerful SLA engine 2 Integrated SLA visibility 3 Supports advanced SLA rules SLAs in @JIRA #SERVICEDESK are powerful and visible everywhere
  40. 40. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  41. 41. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  42. 42. Great reports outof-the-box!
  43. 43. “ 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 Say “Hi” to Aaron at @i_b_aj he is a real nice guy
  44. 44. Real-time Reporting 1 Great reports out of the box 2 Easily create new reports with JQL 3 Retroactively applied against your data With @JIRA #SERVICEDESK, retroactively apply SLAs & review real-time reports
  45. 45. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  46. 46. @JIRA #SERVICEDESK leverage all existing @JIRA customizations and workflows
  47. 47. I N T UI TI V E I N T ER FA CE TE AM Q UEUE S P OWE RFUL S LAs RE AL-TI ME RE PORT S JIRA Platform FIELDS WORKFLOWS MARKETPLACE PERMISSIONS NOTIFICATIONS
  48. 48. www.atlassian.com/servicedesk
  49. 49. www.atlassian.com/software/jira/service-desk/demo
  50. 50. Have you read our latest blog: “Insight into JIRA Service Desk’s pricing model”? http://blogs.atlassian.com/2013/11/insight-jira-service-desks-pricing-model/
  51. 51. Thank you
  52. 52. www.atlassian.com/servicedesk
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