Atlas Desk Team – A Year With JIRA Service Desk - Dan Horsfall and Nikki Nguyen

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3 likes•8,492 views

One year after its launch, learn the impact that JIRA Service Desk has made on the Atlassian IT service desk, aka AtlasDesk. Learn how we: Automated triage and routing of issues. Implemented SLAs to prioritize work. Use reports to easily track productivity. Integrated CSAT with JIRA Service Desk. Provided a better service to Atlassian users.

Software

A Year with JIRA Service Desk
Atlassian IT Support (AtlasDesk)
Dan Horsfall • Business Productivity Analyst • Atlassian
Nikki Nguyen • Business Productivity Analyst • Atlassian

• User Accounts
• Hardware Support
• Networking
• System Outages
• Software Purchasing
• Change Requests
• New Instances / Systems
• Phone System
• Projects
• Cloud Applications
2011
One Sysadmin Team

2011
Everything In To One Shared Jira Project

Everything In To One Shared Jira Project
Desktop / Laptop Support
2011
Changes to managed systems
Create & Maintain new systems

Desktop / Laptop Support
Changes to managed systems
Create & Maintain new systems
TRIAGE
2011
Everything In To One Shared Jira Project

JIRA Service Desk
CUSTOMER VIEW
SLAS
REPORTS
CUSTOM QUEUES
KNOWLEDGE BASE INTEGRATION

2013
Initial Reaction:
Simple To Use, And Better Looking Way To Raise (More) Issues

2013
Categories View - Real Game Changer

2013
What Behaviour Do You Want To Drive?

What Behaviour Do You Want To Drive?
First
Comment?
2013

What Behaviour Do You Want To Drive?
First
Comment?
Issue
Resolution?
2013

Atlassian Staff By Year
1200
900
600
300
0
2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 Today
Staff
1100
889
620
370
265
160 206
48 89 2 6 9 20
2014

• Networking
• System Outages
Distributed Sysadmin Team
• User Accounts
• Hardware Support
• Software
Purchasing
• Change Requests
• New Systems
• Phone System
• Projects
• Cloud Applications
2014

One Sysadmin Team
Single Portal For Users

~1100 Staff in 9 offices
AMS GDN
SGN
MNL
SYD
SFO
ATX
TKY
PGP

Thank you!
Dan Horsfall • Business Productivity Analyst • Atlassian
Nikki Nguyen • Business Productivity Analyst • Atlassian

JIRA Service Desk – a modern and flexible service desk experience that streamlines customer requests, and boosts your IT team’s efficiency, taking your service desk to a whole new level. JIRA Service Desk integrates directly with JIRA, Atlassian’s issue management software used by more than 22,000 teams worldwide. Learn in 30 minutes: 1) How we’ve gone beyond the powerful JIRA platform 2) How you can easily create a clean and intuitive customer interface to submit requests 3) How to get real-time SLA visibility 4) How to focus your team with custom queues 5) How to improve your team’s efficiency with real-time reports JIRA Service Desk is available now for a free 30-day trial, OnDemand or download. Pricing starts at just $10 for 10 users.

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Security and trust have become increasingly important requirements for our customers in Cloud. We’re working to make it easier for you to build and maintain secure apps for Atlassian products. In this session, Engineering Team Lead Dugald Morrow and Principal Product Manager Joël Kalmanowicz will explain how security and trust have been baked into the Forge framework and the benefits the platform can offer you and your users. Learn how much less work it can be to build trusted apps customers will love on Forge by going deep on the safeguards we’re putting in place. Developers or attendees with some software security experience will get the most out of this session.

Designing Forge UI: A Story of Designing an App UI System

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Creating apps with Forge and its UI frontend components is now easier than ever. Join Senior Designer Allard van Helbergen and Product Manager Josephine Lee as they walk through the story of designing Forge UI. What is a declarative UI and why did we choose this paradigm? What are all the considerations that go into defining the set of components to build apps with? And how do you make ‘creating apps’ simple? Walk away understanding the foundations of Forge, how all the different components work together, and where Forge UI is headed in the future.

Forge: Under the Hood

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After a day of learning about the exciting features of Forge, get ready for a peek under the hood to discover how it’s all implemented. Join Forge Architect Patrick Streule as he goes deep on topics such as Forge FaaS infrastructure, the internal workings of tenant isolation, and automatic authentication. Attendees will also get a glimpse of some features we’re looking at building into the future of Forge, such as a serverless data store for apps and more!

Access to User Activities - Activity Platform APIs

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How do you stay on top of your work when it is scattered across multiple Atlassian products? "If only there was a single place where I could see all my activity..." - sounds familiar? We are going to provide you an insight into what lead to the creation of a new Activity API. Following last year’s Atlas Camp announcement from our CTO Sri Viswanath, Atlassian is moving onto GraphQL - new Activity API is one the first pieces of the GraphQL Atlassian Platform and is the technology behind start.atlassian.com. Join Sergey Meshkov, Senior Developer, who will provide you a sneak peek of the new GraphQL Activity API as it will soon be available to our vendors.

Design Your Next App with the Atlassian Vendor Sketch Plugin

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Our designers work  3x quicker  with the Atlassian Vendor Sketch Plugin — and now we’re unleashing these superpowers to the Atlassian Ecosystem. If you mockup screens for code or marketing, we’ll help you drag and drop your way to an Atlaskit design in less than 10 minutes. And if you’re a designer, you’ll want to hear about our pixel-perfect component library and suite of seamless Sketch integrations. Join Atlassian’s resident Sketch aficionado, Huw Evans, to learn about:  Sketch Components: If it’s in Atlaskit, it’s now in Sketch. And introducing the Symbol Palette, the quickest way to find the right component for the job.  Product Templates: Spark inspiration by building your designs inside realistic screens from Jira & Confluence — or craft hero images for your Marketplace listing!  Color and Text Styles: Heard of N75? H400? If those mean nothing to you, we’ll run through how to make your users feel at home by using Atlassian colors & typography, right inside Sketch.  Data Suppliers: Say goodbye to Lorem Ipsum. Learn how to use Sketch Data Suppliers to generate realistic copy using live data from Jira, Confluence and Bitbucket. Bonus: How we used AI to create people who don’t exist! ‍♀️ It's All Open Source: How we made it really easy to customise the Atlassian Vendor Sketch Plugin for your team's needs.

Tear Up Your Roadmap and Get Out of the Building

Atlassian

You’d never knowingly ship something to your customers that didn’t deliver value, would you? Would you still stand your ground if you were under pressure to get a team of developers working on something? You probably know that one of Atlassian’s most well-known values is “Don’t f*** the customer”, so learn what happened when a lean product team decided to tear up the roadmap because they were brave enough to admit they didn’t understand their customers well enough. Join Janel Blattler, as she shares how her team used research to unveil a new plan in just a few weeks. You’ll be able to practice some techniques and walk away with a bucket load of inspiration. Come along if you’d like to run research, but worry that you don’t have enough time or lack the skills to do so – you don’t need to be a researcher on your team. This session is for you if you’re looking for ways to drive customer empathy closer in the team, or you’d like to up your game and discover some new techniques for delivering lean research with actionable insights.

Nailing Measurement: a Framework for Measuring Metrics that Matter

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When it comes to designing apps and new features, we just can't get enough of metrics. In an age where we can collect data from almost anything, how can we cut through the noise and focus on the right metrics to measure the success and failures of the apps that we’re building? Join Atlassian Product Manager Josephine Lee as she delves through what exactly makes a good metric. Throughout the talk, we’ll walk through real Atlassian examples of good and bad metrics. By exploring a framework for measurement, we’ll cover detailed features that showcase how best to measure and choose the right set of success, supportive, and counter metrics. You'll walk away with tips and learnings from Atlassian’s approach to measuring success, and learn how to use data and metrics to inspire action in your apps.

Building Apps With Color Blind Users in Mind

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Color-blind people are using your apps. 1 in 12 men is color blind. And for women, this is 1 in 200. Building apps that work well for color blind people is not difficult. Some simple techniques help us with the design of our interface. And some tools help us see what color blind people see. In this talk, Maarten Arts of Avisi will look at common varieties of color blindness. We will look at apps through the eyes of a color-blind person. And we will discover what color-blind people struggle with. Regardless of whether you're a designer or developer, this talk will equip you with the skills and the tools you need to make sure that your app works for color-blind people.

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The words we choose have the power to include or alienate our users. The reality is that for many, English is spoken as a second language. And unless you're going to localize your product for those major non-English speaking markets, you'll need to thoughtfully create content that is accessible to a larger audience. But how do we create products that maintain a sense of personality without isolating a wide audience of non-native speakers? Join Atlassian Content Designer, Roana Bilia, as she walks you through why thoughtful, inclusive content, is key to creating well-designed user experiences. You'll walk away with foundational principles for good UX copy when optimizing your product UI, a few quick wins that you as creators and developers can incorporate into your next products, as well as a set of mistakes to avoid that companies—including Atlassian—have made, which prioritized native speakers but isolated non-native speakers.

Beyond Diversity: A Guide to Building Balanced Teams

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We hear it all the time, and we get it. Diversity and inclusion are important! But isn't it an HR problem? HR may be able to help with diversity but inclusion or creating an inclusive environment is everyone's responsibility. So how do we create an inclusive environment that celebrates diversity and engages and supports everyone? Isabel Nyo will be sharing best practices and lessons she has learned along the way. She will also be sharing her experience as a minority, a female technical leader, in the technology industry.

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In September 2018, K15t took its mission to go self-managed to the next-level when the entire company worked together to decide on the Next Big Thing™ to build for Atlassian users and present it at Summit in Las Vegas. In this session, Anshuman Dash, an intern turned software engineer, turned product manager, shares his journey of professional self-discovery. In under five months, he joins a freshly assembled, self-managed team in building a new Atlassian Marketplace app. Dash will give a quick intro to what it means for a team to be self-managed. Then, he'll share his observations and experiences on the team, as well as the best-practices, patterns, and processes K15t has discovered along the way. Whether you are a new team with a kick-ass product idea or a big company figuring out ways to scale, this talk will provide you with practical tips and ideas your team can try out!

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Designing for the enterprise comes with a unique set of challenges; ensuring readability and accessibility at scale, meeting the needs of multi-layered organizations, and building a trust when your software - used by dozens of thousands of employees - is considered mission-critical. At Atlassian, we've spent countless hours digging deep into our enterprise customer's needs and we've gathered a vast repository of insights. In this talk, Pawel Wodkowski, a senior designer on Jira Server, will share all that we've learned from our research (while not being shy about busting some of those wild admin myths!). You'll get a crash course in what it means to design for scale the Atlassian way.

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1. #atlassian

2. A Year with JIRA Service Desk Atlassian IT Support (AtlasDesk) Dan Horsfall • Business Productivity Analyst • Atlassian Nikki Nguyen • Business Productivity Analyst • Atlassian

3. 2011

4. 370 Staff in 3 offices AMS SYD SF

5. • User Accounts • Hardware Support • Networking • System Outages • Software Purchasing • Change Requests • New Instances / Systems • Phone System • Projects • Cloud Applications 2011 One Sysadmin Team

6. 2011 Raising Issues

7. 2011 Raising Issues

10. 2011 Typical “Firehose” View

11. 2011 Our IT Team were literally on fire

12. 2011 Our IT Team were literally on fire

13. 2011 Everything In To One Shared Jira Project

14. Everything In To One Shared Jira Project Desktop / Laptop Support 2011 Changes to managed systems Create & Maintain new systems

15. Desktop / Laptop Support Changes to managed systems Create & Maintain new systems TRIAGE 2011 Everything In To One Shared Jira Project

16.

17. 2013

18.

19. JIRA Service Desk

20. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION

21. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION

22. 2013 Initial Reaction: Simple To Use, And Better Looking Way To Raise (More) Issues

23.

24.

25. 2013 Categories View - Real Game Changer

26. 2013 Categories View - Real Game Changer

27. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION

28. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION

29. 2013 Typical “Firehose” View

30. 2013 Much Better!

31. 2013 SLA

32. 2013 What Behaviour Do You Want To Drive?

33. What Behaviour Do You Want To Drive? First Comment? 2013

34. What Behaviour Do You Want To Drive? First Comment? Issue Resolution? 2013

35. Why Implement SLAs?

36. Why Implement SLAs?

37. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION

38. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION

39. 2013 Reports

40. 2013 Reports

41. 2013 Reports

42. 2013 Reports

43. 2013 Reports

44. 2013 Reports

45. 2013 Reports

46. 2013 Reports

47. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION

48. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION

49. 2013 Custom Queues

50. 2013 Custom Queues

51. 2013 Custom Queues

52. 2013 Custom Queues

53. 2013 Custom Queues

54. 2013 Custom Queues

55. 2013 Custom Queues

56. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION

57. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION

58. 2013 CSAT

59. 2013 CSAT

60. 2013 CSAT

61. 2014

62. 2014 Atlassian Staff By Year

63. Atlassian Staff By Year 1200 900 600 300 0 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 Today Staff 1100 889 620 370 265 160 206 48 89 2 6 9 20 2014

64. Atlassian Staff By Year 1200 900 600 300 0 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 Today Staff 1100 889 620 370 265 160 206 48 89 2 6 9 20 2014

65. • Networking • System Outages Distributed Sysadmin Team • User Accounts • Hardware Support • Software Purchasing • Change Requests • New Systems • Phone System • Projects • Cloud Applications 2014

66. • Networking • System Outages Distributed Sysadmin Team • User Accounts • Hardware Support • Software Purchasing • Change Requests • New Systems • Phone System • Projects • Cloud Applications 2014

67. One Sysadmin Team Single Portal For Users

68. One Sysadmin Team Single Portal For Users

69. ~1100 Staff in 9 offices AMS GDN SGN MNL SYD SFO ATX TKY PGP

70. Thank you! Dan Horsfall • Business Productivity Analyst • Atlassian Nikki Nguyen • Business Productivity Analyst • Atlassian

Atlas Desk Team – A Year With JIRA Service Desk - Dan Horsfall and Nikki Nguyen

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