Introducing JIRA Service Desk

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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.

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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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