Atlassian Business Executive User Group
Why a Business Executive User Group?
• Teams extend beyond software development
• Software development techniques, such as...
Our Goal
Our Goal is to connect like-minded users together with each other,
as well as with the teams at Atlassian and Ser...
About Rob
The Consumption Economy
The Model has Changed
• Cloud Computing
• Atlassian low/transparent pricing of Enterprise Software
• New Rules for Busines...
Why is Silicon Valley Important?
Silicon Valley is the heart of our industry, it’s where trends are
started and where thin...
Where is Palo Alto?
25 mins - San Francisc
25 mins - Palo Alto
What Palo Alto Isn’t
Property Price Growth – 2005-2015
Why Should You Care?
If you were an actor, Hollywood is important to you
Finance: Wall St
Oil/Gas: issues in the Middle Ea...
Enter ServiceRocket
• “Software is eating the world” – Andreessen, WSJ 2011
• We focus on Training, Support, Implementatio...
About ServiceRocket
• Founded in 2001 in Sydney Australia
• 150+ employees across 5 offices
• Palo Alto, Sydney, Kuala Lum...
Leadership Team
Rob Castaneda
Founder / CEO
Andrew Sneddon
Chairman
Former PwC Partner
Salil Deshpande
Board Member
Managi...
Our Values
• Delight the Customer
• Share the Knowledge
• Think Team
• Focus on the Outcome
• Talk Straight
Some of our Customers
Atlassian Adoption & Consumption
Patterns
Adoption Curve – Who are your users?
A
B
C
Early Adopters
Early Majority
Late Majority
Laggards
Consumption
• It doesn’t just apply to vendors
• It also applies to any person
trying to make a system
successful
Welcome to our Wiki – Please Collaborate!
look like?
Transparency is great….
… for those of us that know everything that is going on.
What does your system look lik...
Typical Enterprise Confluence
Team 1
Team 2
Team 4
Team 3
Team 5
Team 6
• Many Teams
• If everyone owns it, nobody
does
• ...
Federated Approach
Intranet
Team 1
Team 2
Team 3
Team 4
Team 5
Team 6
• One Common Starting Point
• “Intranet”
• Simple, L...
Other related Tools – Okta, Salesforce.com
culture
Stage 1 – The extroverts jump in- “Look at Me!”
Stage 2 – Micromanagement takeover – “I want to look at you”
Stage...
From Bug Tracking to Service Delivery
JIRA as an issue tracking tool is a great way to ensure
accountability, and track te...
Pattern 3 – SLA’s
The Service Desk Pattern is one where our team/department
puts a stake in the ground and says “Here is w...
Example – Pattern 1 - Zurich
• Before
• Legacy System of Record
• Communication around Transactions predominantly email
• ...
Context
Example - Zurich
• After
• Context kept in JIRA
• Accountability, Traceability
System of
Record
Putting it all together
• Collaboration
• If everybody owns it, nobody does
• Ownership is more important than structure/c...
for you…
2014.07 Exec User Group - Atlassian - Sydney
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2014.07 Exec User Group - Atlassian - Sydney

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ServiceRocket hosted an Enterprise Executive User Group at Atlassian's world headquarters in Sydney on July 15, 2014.

Presenters included ServiceRocket CEO Rob Castaneda.

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2014.07 Exec User Group - Atlassian - Sydney

  1. 1. Atlassian Business Executive User Group
  2. 2. Why a Business Executive User Group? • Teams extend beyond software development • Software development techniques, such as Lean & Agile are becoming more and more popular in business • We want to focus on patterns, techniques and learnings to help • Transform Business Processes • Optimize Resources • Improve Financial Position • Exceed Compliance Requirements
  3. 3. Our Goal Our Goal is to connect like-minded users together with each other, as well as with the teams at Atlassian and ServiceRocket We’ll meet quarterly and discuss the latest topics and trends from Atlassian and from Silicon Valley Look out for our next meeting after Atlassian Summit
  4. 4. About Rob
  5. 5. The Consumption Economy
  6. 6. The Model has Changed • Cloud Computing • Atlassian low/transparent pricing of Enterprise Software • New Rules for Business Transformation • New Models for Professional Services Why doesn’t any listed ASX IT Services business have operations in Silicon Valley? You can’t see global trends from Sydney or Melbourne alone. Be careful where you get your advice from
  7. 7. Why is Silicon Valley Important? Silicon Valley is the heart of our industry, it’s where trends are started and where things move first. Silicon Valley is 12-18 months ahead. Don’t be left behind. We established an office in Palo Alto 2009 “Why go there? ….Isn’t the US market dead?” -Almost everyone’s “advice”, 2009
  8. 8. Where is Palo Alto? 25 mins - San Francisc 25 mins - Palo Alto
  9. 9. What Palo Alto Isn’t
  10. 10. Property Price Growth – 2005-2015
  11. 11. Why Should You Care? If you were an actor, Hollywood is important to you Finance: Wall St Oil/Gas: issues in the Middle East impact you Silicon Valley is the place for IT
  12. 12. Enter ServiceRocket • “Software is eating the world” – Andreessen, WSJ 2011 • We focus on Training, Support, Implementation & Tools • We help drive Consumption • We strengthen the relationship between a fast growing software company and their enterprise customers
  13. 13. About ServiceRocket • Founded in 2001 in Sydney Australia • 150+ employees across 5 offices • Palo Alto, Sydney, Kuala Lumpur, Santiago & London • Experts in software consumption • Training, Support, Implementation & Tools • TRUSTe certified • Strong global leadership and board credentials • We love service and helping customers be successful • Over 2,500 paying customers in the past 12 months alone
  14. 14. Leadership Team Rob Castaneda Founder / CEO Andrew Sneddon Chairman Former PwC Partner Salil Deshpande Board Member Managing Director, Bain Capital Nick White Board Member CFO, Elasticsearch Erin Rand Chief Operating Officer Ray Bradbery Vice President, Enterprise Robert Sipko Vice President, Platform Colleen Blake Vice President, Marketing
  15. 15. Our Values • Delight the Customer • Share the Knowledge • Think Team • Focus on the Outcome • Talk Straight
  16. 16. Some of our Customers
  17. 17. Atlassian Adoption & Consumption Patterns
  18. 18. Adoption Curve – Who are your users? A B C Early Adopters Early Majority Late Majority Laggards
  19. 19. Consumption • It doesn’t just apply to vendors • It also applies to any person trying to make a system successful
  20. 20. Welcome to our Wiki – Please Collaborate!
  21. 21. look like? Transparency is great…. … for those of us that know everything that is going on. What does your system look like on the 1st day for a newbie? Transparency Information Overload
  22. 22. Typical Enterprise Confluence Team 1 Team 2 Team 4 Team 3 Team 5 Team 6 • Many Teams • If everyone owns it, nobody does • Treated like “IT”, e.g. SharePoint • Upgrading is painful • “Who is using this plugin?” • Common approach • 1 admin from each “Team” • Ever tried to innovate “together”?
  23. 23. Federated Approach Intranet Team 1 Team 2 Team 3 Team 4 Team 5 Team 6 • One Common Starting Point • “Intranet” • Simple, Lightweight • Each team then has independent infrastructure • Upgrades easy • Ownership easy • Budgeting allocation easy • Innovation increases
  24. 24. Other related Tools – Okta, Salesforce.com
  25. 25. culture Stage 1 – The extroverts jump in- “Look at Me!” Stage 2 – Micromanagement takeover – “I want to look at you” Stage 3 – Lead by example for mutual trust Stage 4 – Lead by Praise Stage 5 – Driven by Values Aligning a system with your cultural values is the best way to ensure sustainable take up of the system. Mold the system to your culture. Impossible without Values.
  26. 26. From Bug Tracking to Service Delivery JIRA as an issue tracking tool is a great way to ensure accountability, and track technical work. Let’s call this “Pattern 1: Issues & Workflow” Pattern 1 allows us to see “Who, When, Where etc” Sorting through issues quickly and responding to changing demands – JIRA Agile Let’s call this “Pattern 2 - Agile”
  27. 27. Pattern 3 – SLA’s The Service Desk Pattern is one where our team/department puts a stake in the ground and says “Here is what we can do for you”. Pattern 3: Service Desk and SLAs Pattern 3 enables you to expand your impact to the business beyond IT. We have an internal JIRA named “ops” which we use for SLA based services from our operations team.
  28. 28. Example – Pattern 1 - Zurich • Before • Legacy System of Record • Communication around Transactions predominantly email • Hard to report, Process is inefficient, Does not scale easily System of Record Context
  29. 29. Context Example - Zurich • After • Context kept in JIRA • Accountability, Traceability System of Record
  30. 30. Putting it all together • Collaboration • If everybody owns it, nobody does • Ownership is more important than structure/control • Build around Values • Think in Patterns, not in Products • Issues and Workflow • Agile • Service Desk
  31. 31. for you…

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