Presentations by:
* Dan Chuparkoff, Atlassian: Latest updates on JIRA and an introduction to Service Desk
* Matt Sommer, Alanax: Tracking business leads in JIRA and reporting in Confluence
* Anas Alamoudi, Quad Dimensions: Growing a business on JIRA and HipChat
* Dave Elkan, Atlassian: Demo of Crontabs for automating team wallboards
* Alex Stillings, Twitter: Service Desk saved the HelpDesk!
Hosted by Heroku, February 12, 2014.
3. Our Spo ns o r s
Atlass ian U p date
Tra cking Busi ne ss Le a ds in JIR A
Our Spo ns o r s
Growi ng a Bus in ess w i th J IR A
Agile Autom atio n wit h C ro nta b s
Se rvice Desk s ave d the He lp D es k
6. Our Spo ns o r s
Atlass ian U p date
Tra cking Busi ne ss Le a ds in JIR A
Our Spo ns o r s
Growi ng a Bus in ess w i th J IR A
Agile Autom atio n wit h C ro nta b s
Se rvice Desk s ave d the He lp D es k
27. 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
53. 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
58. Our Spo ns o r s
Atlass ian U p date
Tra cking Busi ne ss Le a ds in JIR A
Our Spo ns o r s
Growi ng a Bus in ess w i th J IR A
Agile Autom atio n wit h C ro nta b s
Se rvice Desk s ave d the He lp D es k
59. Building a Connected Universe
Matt Sommer
Co-Founder at Alanax Technologies
Senior Business Systems Analyst at Tesla Motors
matthew.sommer@Alanax.com
http://www.Alanax.com
Building a connected universe
60. Overview of Alanax
• Start-up developing software to simulate
packet-based networks used by satellites,
planetary rovers, rockets, UAVs,…
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com
61. JIRA AND CONFLUENCE
• Started using JIRA for product development and Confluence
for product documentation
• Needed a “Customer Relationship Management” (CRM) tool to
manage contacts and business leads
• Needed a way to link accounts to bugs, feature requests, etc.
• Most options involved paying for another cloud based service
then using a plugin to integrate with JIRA
– Higher costs
– Confusing
– Clunky
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com
62. Why not JIRA?
• JIRA is flexible enough it can be set up as a
simple CRM tool
• Provides the same functionality of most entry
level CRM systems (including SalesForce.com)
• Tight integration of R&D, product development,
sales, and service
• No added licensing costs!
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com
64. Accounts
• Billing and shipping
information
• Social networking
information
• Market segmentation
tracking (what industry
is the account?)
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com
65. Contacts
• Tracks contact
information
• May we contact them?
• Do we have notes
about the contact?
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com
66. Business Opportunities
• Status of a sale
• Probability of closing
the sale
• How did we generate
the opportunity?
• What’s the potential
size of the sale?
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com
67. Workflow Status
• Kept it simple with only active
and inactive states
• Tracking status of accounts and
business lead in fields such as
sales status
• Accounts will theoretically stay
“open” forever
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com
68. Reporting in JIRA and Confluence
• We can identify our important sales
opportunities and can focus on them
• Our pipeline clearly reported using dashboards
and exporting data
• Valuable data on sales is readily available which
will allow us to be continually optimizing our
products and services
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com
69. Completing the feedback loop
• Getting early customer feedback is important
• Plan to add service and support features
– Service Request
– Questions
– Feedback
New
Feature
|
Customer
Feedback
Building a connected universe
|
February 9, 2014
|
www.alanax.com
70. Extending the runway!
• If we were to use a comparable offering
from Salesforce.com it would cost $125
per user per month
• Given our current size we are saving
$6000 a year
• No added costs as we add users (within
the Atlassian user billing groups, which
we’d have to pay for anyway)
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com
71. What’s next? An ERP system!
•
•
•
•
Quotes
Invoices
Products
Service Offerings
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com
72. Everything is in one system! And can scale!
R&D
• Features
• Tasks
Sales
• Accounts and
Contacts
• Business
Opportunities
Service
• Service
Requests
• Bugs, Feature
Requests
G&A
• Quotes
• Invoices
|
Building a connected universe
|
February 9, 2014
|
www.alanax.com
74. Our Spo ns o r s
Atlass ian U p date
Tra cking Busi ne ss Le a ds in JIR A
Our Spo ns o r s
Growi ng a Bus in ess w i th J IR A
Agile Autom atio n wit h C ro nta b s
Se rvice Desk s ave d the He lp D es k
77. Our Spo ns o r s
Atlass ian U p date
Tra cking Busi ne ss Le a ds in JIR A
Our Spo ns o r s
Growi ng a Bus in ess w i th J IR A
Agile Autom atio n wit h C ro nta b s
Se rvice Desk s ave d the He lp D es k
87. Our Spo ns o r s
Atlass ian U p date
Tra cking Busi ne ss Le a ds in JIR A
Our Spo ns o r s
Growi ng a Bus in ess w i th J IR A
Agile Autom atio n wit h C ro nta b s
Se rvice Desk s ave d the He lp D es k
100. Agile automation with crontabs
Crontabs
A Chrome extension for
opening, closing and reloading
tabs with cron expressions.
101. Agile automation with crontabs
Open edave.net at 8:30 p.m every Saturday
Close the tab again at 9.00 p.m every Saturday
102. Agile automation with crontabs
Our standup schedule
10:29:50 - Load Pandora for standup music
• 10:30:00 - Load Google Hangout
• 10:30:30 - Close Pandora
• 10:37:00 - Close Google Hangout
•
106. Our Spo ns o r s
Atlass ian U p date
Tra cking Busi ne ss Le a ds in JIR A
Our Spo ns o r s
Growi ng a Bus in ess w i th J IR A
Agile Autom atio n wit h C ro nta b s
Se rvice Desk s ave d the He lp D es k