The document discusses how Atlassian implements prevention, self-service, and strategic laziness in their support processes. It outlines their plan-define-develop-operate methodology and how they focus on knowledge base support, deflecting issues to save time, and using metrics to measure and improve. Their solution emphasizes self-service, automation, service level agreements, integrated documentation, and real-time collaboration across teams.

1. PETER KOCZAN • SOLUTIONS ENGINEER • ATLASSIAN • @PETER_KOCZAN
Prevention, self-service
and strategic laziness

3. PLAN
DEFINE
OPERATE
Deploy, Learn &
Iterate
Code, Test,
Review
Prioritize & Assign
Document &
Discuss
DEVELOP

4. SAVE & INVEST TIME
SMART SUPPORT
CULTURE
HOW ATLASSIAN DOES IT
Agenda

5. I choose a lazy person to do a hard job.
Because a lazy person will find an easy way
to do it
BILL GATES
“
”

6. Classic support
Customers Support
Public knowledge base
Internal KB Collaboration &
escalation

7. Knowledge based support
Public knowledge baseCustomers Support

8. Knowledge based support
Public knowledge baseCustomers Support

9. Flaws & laws
KPIs
Global knowledge backlog
Self-help needs effort
Self-help mechanism in-product and
support channels
Critical incidents
Knowledge based metrics

10. Deflect issues to save time

11. Focus attentionSOPHackathon
Engage your team
Experiment, fail fast
Write down what worksCompete to innovate Global dashboards
and alerts
Measure everything

12. If it works, scale it

13. BloggingSecondmentsStandups
Bring people together
Local & global Cross geo &
cross functional
Technical &
personal

14. KPIsTechnical escalationsGet your hiring right
Get the right people
Hire for eagerness to learn,
not lexical knowledge
Use it as a training
opportunity
For knowledge creation
and assisting teammates

15. Our solution
Self-service, automation, SLAs and
reporting, ITIL workflows
Integrated documentation,
collaboration and knowledge base
Real-time collaboration, video chat,
alerts and integrations

16. IT Operations
Improved Collaboration
- track work across teams with single platform
- retain context and history of conversations
- share across teams and project lifecycle
CONTIN
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COLLABORATION
COLLABORATION
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Faster time to resolution
- fast escalation paths to the right support team
- lower MTTR with teams sharing knowledge
- learn from past outages with post mortem
Better performance
- eliminate repetitive IT tasks with automation
- complete traceability of incidents and
changes to software development
Dev team IT Ops team
StatusPage

17. Customer Portal
Knowledge
Base
QueuesSLAs Reports
Multi-channel
Team
Management
Automation
SearchData Center
?

18. New in
Integrated
Customer Portal
Silence notifications, add participants,
transition requests, smart learning
ITIL certified
Trigger 3rd party events, approvals in
workflow, tighter KB integration,
automation
For Request Fulfilment, Incident-,
Problem- and Change Management

19. Thank you!
http://go.atlassian.com/kinoforum
PETER KOCZAN • SOLUTIONS ENGINEER • ATLASSIAN • @PETER_KOCZAN