San Francisco Atlassian User Group - February 2014

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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.

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San Francisco Atlassian User Group - February 2014

  1. 1. AT L A S S I A N U S E R G R O U P san francisco FEBRUARY 2014
  2. 2. Cloud computing designed and built for developers.
  3. 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
  4. 4. Coyote Creek Information Technology and Software Engineering Professional Services. Based In Silicon Valley.
  5. 5. Service Rocket Powering the Next Generation of Fast-Growing Software Companies.
  6. 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
  7. 7. Introducing Dan Chuparkoff • JIRA Product Marketing • @chuparkoff
  8. 8. A quick update
  9. 9. Story assigned Get Coding!
  10. 10. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  11. 11. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  12. 12. Customercentric language!
  13. 13. Simplified Interface!
  14. 14. 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 #servicedesk
  15. 15. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  16. 16. Bestp r a c t i c e Te a m Queues!
  17. 17. New Issue, 2nd on the list
  18. 18. 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
  19. 19. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  20. 20. Integrated SLA Visibility 0:23 TIMER ON
  21. 21. Integrated SLA Visibility -0:35 I S S U E R E S O LV E D - S L A M E T @JIRA #SERVICEDESK #SLAs kick-ass!
  22. 22. Integrated SLA Visibility 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!
  23. 23. 0:42
  24. 24. 0:42
  25. 25. 0:42
  26. 26. Advanced SLA Configuration JQL: Priority = Blocker
  27. 27. Advanced SLA Configuration JQL: Priority = Blocker
  28. 28. Advanced SLA Configuration
  29. 29. Advanced SLA Configuration JQL: Priority = Major
  30. 30. Advanced SLA Configuration
  31. 31. Advanced SLA Configuration JQL: Reporter in group(“bosses”)
  32. 32. Advanced SLA Configuration
  33. 33. Powerful SLAs 1 Powerful SLA engine 2 Integrated SLA visibility 3 Supports advanced SLA rules SLAs in @JIRA #SERVICEDESK are powerful and visible everywhere
  34. 34. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  35. 35. 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
  36. 36. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
  37. 37. plus years of evolution @JIRA #SERVICEDESK leverage all existing @JIRA customizations and workflows
  38. 38. Fields Workflows People Permissions Notifications Marketplace
  39. 39. ATLASSIAN.COM/SERVICEDESK
  40. 40. 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
  41. 41. 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
  42. 42. 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
  43. 43. 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
  44. 44. 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
  45. 45. Issue Types (Sales) • • • • • Account Contact Business Opportunity Quote Invoice | Building a connected universe | February 9, 2014 | www.alanax.com
  46. 46. 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
  47. 47. 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
  48. 48. 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
  49. 49. 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
  50. 50. 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
  51. 51. 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
  52. 52. 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
  53. 53. What’s next? An ERP system! • • • • Quotes Invoices Products Service Offerings | Building a connected universe | February 9, 2014 | www.alanax.com
  54. 54. 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
  55. 55. Thank you! ! Matt Sommer matthew.sommer@alanax.com http://www.linkedin.com/in/matthewsommer/ @yerself | Building a connected universe | February 9, 2014 | www.alanax.com
  56. 56. 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
  57. 57. Zephyr The Real-Time Test Management System. Get it.
  58. 58. cPrime Aligning Projects. Enhancing Teams.
  59. 59. 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
  60. 60. Quad Dimensions Anas Al-Amoudi
  61. 61. Arab world
  62. 62. Mobile growth in Arab Countries
  63. 63. Agile adoption
  64. 64. JIRA Dashboards
  65. 65. HipChat
  66. 66. The Result
  67. 67. 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
  68. 68. Standup automation with
  69. 69. Agile automation with crontabs Dave Elkan @edave Formerly Presently
  70. 70. Agile automation with crontabs Daily standup
  71. 71. Agile automation with crontabs Daily standup With remote team members?
  72. 72. Agile automation with crontabs Daily standup With a Google Hangout on the wallboard
  73. 73. Agile automation with crontabs Daily standup With a Google Hangout on the wallboard …manually
  74. 74. Agile automation with crontabs Uses cron to play standup music
  75. 75. Agile automation with crontabs So I thought… Can a cron job open a Google Hangout?
  76. 76. Agile automation with crontabs But first… what’s cron?
  77. 77. Agile automation with crontabs Crontab # # # # # # # # # * * * * * command to execute ┬ ┬ ┬ ┬ ┬ │ │ │ │ │ │ │ │ │ │ │ │ │ │ └───── day of week (0 - 7) │ │ │ └────────── month (1 - 12) │ │ └─────────────── day of month (1 - 31) │ └──────────────────── hour (0 - 23) └───────────────────────── min (0 - 59)
  78. 78. Agile automation with crontabs Crontab ~ $ crontab -e 30 20 * * MON-FRI backup.sh 10 17 * * SAT record.sh
  79. 79. Agile automation with crontabs Crontab
  80. 80. Agile automation with crontabs Crontabs A Chrome extension for opening, closing and reloading tabs with cron expressions.
  81. 81. 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
  82. 82. 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 •
  83. 83. Agile automation with crontabs
  84. 84. Agile automation with crontabs More than just standups
  85. 85. Agile automation with crontabs Thanks @edave http://crontabs.org
  86. 86. 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. 87. Service Desk saved the Twitter HelpDesk! @stillings Twitter Inc. | @stillings
  88. 88. Background JIRA Twitter Inc. | @stillings
  89. 89. 2010 - SFO 2012 - NYC/DUB/TOK 2014 - ??? 2013 - LON/BOS
  90. 90. Twitter Inc. | @stillings
  91. 91. Ticket Intake Pre-Service Desk Twitter Inc. | @stillings
  92. 92. Ticket Intake Pre-Service Desk Twitter Inc. | @stillings
  93. 93. Ticket Intake Pre-Service Desk Twitter Inc. | @stillings
  94. 94. Ticket Intake Pre-Service Desk Black hole Twitter Inc. | @stillings
  95. 95. Ticket Intake Pre-Service Desk Black hole Twitter Inc. | @stillings ????
  96. 96. Twitter Inc. | @stillings
  97. 97. Ticket Intake Post-Service Desk Twitter Inc. | @stillings
  98. 98. Ticket Intake Post-Service Desk Twitter Inc. | @stillings
  99. 99. Ticket Intake Post-Service Desk Customer Portal Twitter Inc. | @stillings
  100. 100. Ticket Intake Post-Service Desk Customer Portal Components •Google Apps ! ! ! •VPN ! ! ! •Peripherals Twitter Inc. | @stillings
  101. 101. Twitter Inc. | @stillings
  102. 102. Twitter Inc. | @stillings
  103. 103. Twitter Inc. | @stillings
  104. 104. Twitter Inc. | @stillings
  105. 105. Twitter Inc. | @stillings
  106. 106. @stillings Twitter Inc. | @stillings
  107. 107. Questions? @stillings Twitter Inc. | @stillings
  108. 108. Thank you! AT L A S S I A N U S E R G R O U P san francisco FEBRUARY 2014

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