we listen to our customers
Dan Chuparkoff

•

JIRA Product Marketing

•

@chuparkoff
How many of you are using JIRA?
Has anyone tried JIRA Service Desk?
Is anyone using ‘regular JIRA’ for Service?
38%
use JIRA
for service desk
Request
Interface

Powerful Agent
Engine

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
I need some new
software
Something isn’t
working
My keyboard is
broken
I can’t log in

Procurement
request
Environment
fau...
I need some new
software
Something isn’t working
My keyboard is
broken
I can’t log in

Procurement
request
Environment fau...
Meet Ryan
He needs the IT team’s help...
Sy s te m a c c e s s

Purchas e Req ues t

Purchas e Req ues t

Pr o b lem r ep o r t
JIRA Service Desk makes this possible!
Customercentric
language!
Simplified
Interface!
Intuitive Interface

1

Natural-language requests

2

Simplified request interface

3

Self-service knowledge base
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Bestpractice
Te a m
Queues!
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
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
Powerful SLAs

1

Powerful SLA engine

2

Integrated SLA visibility

3

Supports advanced SLA rules
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
“

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
plus a decade of

evolution
Fields
Workflows
Notification
s
People
Permissions
Marketplace
October 2, 2013
Questions?
The next gen IT Service Desk with JIRA Service Desk 1.0
The next gen IT Service Desk with JIRA Service Desk 1.0
The next gen IT Service Desk with JIRA Service Desk 1.0
The next gen IT Service Desk with JIRA Service Desk 1.0
The next gen IT Service Desk with JIRA Service Desk 1.0
The next gen IT Service Desk with JIRA Service Desk 1.0
The next gen IT Service Desk with JIRA Service Desk 1.0
The next gen IT Service Desk with JIRA Service Desk 1.0
The next gen IT Service Desk with JIRA Service Desk 1.0
The next gen IT Service Desk with JIRA Service Desk 1.0
The next gen IT Service Desk with JIRA Service Desk 1.0
The next gen IT Service Desk with JIRA Service Desk 1.0
The next gen IT Service Desk with JIRA Service Desk 1.0
The next gen IT Service Desk with JIRA Service Desk 1.0
The next gen IT Service Desk with JIRA Service Desk 1.0
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The next gen IT Service Desk with JIRA Service Desk 1.0

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Keynote "The next gen IT Service Desk with JIRA Service Desk 1.0" von Atlassian Product Manager Dan Chuparkoff bei der Atlassian Roadshow in Hamburg am 05. November 2013.

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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
  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. I need some new software Something isn’t working My keyboard is broken I can’t log in Procurement request Environment fault Asset acquisition Triaging Time to response Requestor IT Team
  9. 9. I need some new software Something isn’t working My keyboard is broken I can’t log in Procurement request Environment fault Triaging Asset acquisition Time to response Requestor IT Team
  10. 10. Meet Ryan
  11. 11. He needs the IT team’s help...
  12. 12. Sy s te m a c c e s s Purchas e Req ues t Purchas e Req ues t Pr o b lem r ep o r t
  13. 13. JIRA Service Desk makes this possible!
  14. 14. Customercentric language!
  15. 15. Simplified Interface!
  16. 16. Intuitive Interface 1 Natural-language requests 2 Simplified request interface 3 Self-service knowledge base
  17. 17. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  18. 18. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  19. 19. Bestpractice Te a m Queues!
  20. 20. Custom Team Queues 1 One place for your team to go 2 Automatically triaged & prioritized 3 JIRA Query Language (JQL)
  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
  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
  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 SOFTWARE
  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
  43. 43. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  44. 44. plus a decade of evolution
  45. 45. Fields
  46. 46. Workflows
  47. 47. Notification s
  48. 48. People
  49. 49. Permissions
  50. 50. Marketplace
  51. 51. October 2, 2013
  52. 52. Questions?

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