The next gen IT Service Desk with JIRA Service Desk 1.0

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Veranstaltung "Atlassian Roadshow: JIRA Service Desk 1.0" in Berlin am 12. November 2013.
Eine Präsentation zum Thema "The next gen IT Service Desk with JIRA Service Desk 1.0" von Tony Atkins, Lean Innovation Program Manager bei Atlassian.

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The next gen IT Service Desk with JIRA Service Desk 1.0

  1. 1. we listen to our customers Dan Chuparkoff • JIRA Product Marketing • @chuparkoff
  2. 2. How many of you are using JIRA? Has anyone tried JIRA Service Desk? Is anyone using ‘regular JIRA’ for Service?
  3. 3. 38% use JIRA for service desk 38% of @JIRA customers use JIRA for their #ServiceDesk
  4. 4. Request Interface Powerful Agent Engine two ends of the spectrum
  5. 5. Introducing
  6. 6. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  7. 7. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  8. 8. Meet Ryan
  9. 9. He needs the IT team’s help...
  10. 10. I need some new software! Procurement request Ryan IT Team
  11. 11. System access Purchase Request Purchase Request Problem r ep or t
  12. 12. JIRA Service Desk makes this possible! I’m at #Jira #atlassian #Roadshow #ServiceDesk Presentation!
  13. 13. Customercentric language!
  14. 14. Simplified Interface!
  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 #serviced
  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. Bestpractice Te a m 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 #SERVICED
  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 T I M E R PA U S E D
  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 I S S U E S T I L L O P E N - FA I L E D S L A
  31. 31. Integrated SLA Visibility -0:35 -0:01 I S S U E R E S O LV E D - FA I L E D S L A
  32. 32. Integrated SLA Visibility -0:35 0:42 I S S U E R E S O LV E D - S L A M E T @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. Powerful SLAs 1 Powerful SLA engine 2 Integrated SLA visibility 3 Supports advanced SLA rules SLAs in @JIRA #SERVICEDESK are powerful and visible everywhere
  39. 39. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  40. 40. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  41. 41. “ 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
  42. 42. 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
  43. 43. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  44. 44. plus years of evolution @JIRA #SERVICEDESK leverage all existing @JIRA customizations and workflows
  45. 45. Fields
  46. 46. Workflows
  47. 47. Notifications
  48. 48. People
  49. 49. Permissions
  50. 50. Marketplace
  51. 51. ATLASSIAN.COM/SERVICEDESK
  52. 52. Questions?

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