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

1. Atlassian Business Executive User Group

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. 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. About Rob

5. The Consumption Economy

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. 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. Where is Palo Alto?
25 mins - San Francisc
25 mins - Palo Alto

9. What Palo Alto Isn’t

11. Property Price Growth – 2005-2015

12. 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

13. 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

14. 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

15. 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

16. Our Values
• Delight the Customer
• Share the Knowledge
• Think Team
• Focus on the Outcome
• Talk Straight

17. Some of our Customers

18. Atlassian Adoption & Consumption
Patterns

19. Adoption Curve – Who are your users?
A
B
C
Early Adopters
Early Majority
Late Majority
Laggards

20. Consumption
• It doesn’t just apply to vendors
• It also applies to any person
trying to make a system
successful

21. Welcome to our Wiki – Please Collaborate!

22. 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

23. 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”?

24. 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

25. Other related Tools – Okta, Salesforce.com

26. 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.

27. 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”

28. 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.

29. 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

30. Context
Example - Zurich
• After
• Context kept in JIRA
• Accountability, Traceability
System of
Record

31. 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

32. for you…