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CHRISTOPHE CAPEL
The ‘Do It Yourself’ Service Desk
The “Do It Yourself” service desk
CHRISTOPHE CAPEL • SENIOR PRODUCT MARKETING MANAGER • ATLASSIAN • @CHRISTOPHECAPEL
Contract review requests
+200%
Creating a self-service desk
Creating a self-service desk
1. Track the process
Creating a self-service desk
1. Track the process
2. Find the "low hanging” service requests
Creating a self-service desk
1. Track the process
2. Find the "low hanging” service requests
3. Enable self-service
Lego Explorer by JonoTakesPhotos
Find the “low hanging” service requests
Risk
Impact
Find the “low hanging” service requests
Risk
Impact
Focus legal
resources here
Find the “low hanging” service requests
Risk
Impact
Focus legal
resources here
Legal Express Lane
Self service by Mark Skipper
I need a kick-a$$ idea for our
next JIRA Service Desk
marketing campaign!
“
”
– Christophe Capel, JIRA Service Desk Market...
You mean, you need a
Chuck Norris idea, right?
“
”
Matthew Rasmussen, Atlassian’s Legal
Last quarter, thanks to the Legal
Express Lane, 43% of the contract
submissions required no material
legal review.
“
”
– M...
Results
Other examples
ATLASSIAN FOUNDATION TEAM
ATLASSIAN TALENT TEAM
Melissa Beaumont Lee, Atlassian’s Foundation
– Melissa Beaumont Lee, Atlassian’s Foundation
Thanks to our Foundation service desk
the Manila team was able to fundraise...
Juliette Amitai, Atlassian’s Talent
– Juliette Amitai, Atlassian’s Talent
Saying thanks to fellow co-workers is now
taking half the time it used to. Now it
ta...
THANK YOU
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
Christophe Capel, The 'Do It Yourself' Service Desk
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Christophe Capel, The 'Do It Yourself' Service Desk

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According to Forrester, 72% of customers prefer to self-serve to answer their questions. Christophe Capel will demonstrate how Atlassian’s IT team built a self-service desk for its legal team to maximize its efficiency and add more value to the business. Atlassian’s self-service desk enabled it to cope with a two-fold increase in service requests by automating business processes and workflows, creating a self-service catalog to reduce the team’s workload, and prioritizing high-impact requests and issues.

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Transcript of "Christophe Capel, The 'Do It Yourself' Service Desk"

  1. 1. CHRISTOPHE CAPEL The ‘Do It Yourself’ Service Desk
  2. 2. The “Do It Yourself” service desk CHRISTOPHE CAPEL • SENIOR PRODUCT MARKETING MANAGER • ATLASSIAN • @CHRISTOPHECAPEL
  3. 3. Contract review requests +200%
  4. 4. Creating a self-service desk
  5. 5. Creating a self-service desk 1. Track the process
  6. 6. Creating a self-service desk 1. Track the process 2. Find the "low hanging” service requests
  7. 7. Creating a self-service desk 1. Track the process 2. Find the "low hanging” service requests 3. Enable self-service
  8. 8. Lego Explorer by JonoTakesPhotos
  9. 9. Find the “low hanging” service requests Risk Impact
  10. 10. Find the “low hanging” service requests Risk Impact Focus legal resources here
  11. 11. Find the “low hanging” service requests Risk Impact Focus legal resources here Legal Express Lane
  12. 12. Self service by Mark Skipper
  13. 13. I need a kick-a$$ idea for our next JIRA Service Desk marketing campaign! “ ” – Christophe Capel, JIRA Service Desk Marketing
  14. 14. You mean, you need a Chuck Norris idea, right? “ ”
  15. 15. Matthew Rasmussen, Atlassian’s Legal
  16. 16. Last quarter, thanks to the Legal Express Lane, 43% of the contract submissions required no material legal review. “ ” – Matthew Rasmussen, Atlassian’s Legal
  17. 17. Results
  18. 18. Other examples ATLASSIAN FOUNDATION TEAM ATLASSIAN TALENT TEAM
  19. 19. Melissa Beaumont Lee, Atlassian’s Foundation
  20. 20. – Melissa Beaumont Lee, Atlassian’s Foundation Thanks to our Foundation service desk the Manila team was able to fundraise for the typhoon victims while I was away and I didn't have to manually manage the process. “ ”
  21. 21. Juliette Amitai, Atlassian’s Talent
  22. 22. – Juliette Amitai, Atlassian’s Talent Saying thanks to fellow co-workers is now taking half the time it used to. Now it takes less than 2 minutes with simple steps and drop down menus, making everyone’s life a whole lot easier! “ ”
  23. 23. THANK YOU
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