The document contains summaries of several presentations from an Atlassian Summit event. The summaries are: 1. Five simple strategies are discussed for making JIRA Service Desk a success: focus on the customer experience, empower agents, provide a common experience, use the system to deliver value to users, and enable feedback in the solution. 2. Tips are provided for product owners in a DevOps world, including understanding operations, focusing on uptime and incidents, conducting post-incident reviews, and treating reliability as a feature. 3. Four principles of Atlassian performance tuning are outlined: understand the system, identify and address bottlenecks, optimize the flow of requests, and thoroughly diagnose issues from the

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3. 5 Simple Strategies To JIRA Service
Desk Success
Greg Warner, Senior Technical Consultant, ServiceRocket

4. What's the hardest part about bringing in new
software? Getting people at your company to
actually use it.
Learn five simple strategies that will make your
JIRA Service Desk an overwhelming success.
5 SIMPLE STRATEGIES TO JIRA SERVICE DESK SUCCESS

5. Goal = Service Delivery =>
customer experience before
specs, workflows, processes,
instagration, etc.
5 SIMPLE STRATEGIES TO JIRA SERVICE DESK SUCCESS

6. 1. Customer first
2. Agent 2nd
3. Common experience
4. Use the system to deliver the system
5. Feedback enabled in the solution
5 SIMPLE STRATEGIES TO JIRA SERVICE DESK SUCCESS

7. • Customer first strategy
• Start small & add as you go along
• Enable Feedback => CSI
5 SIMPLE STRATEGIES TO JIRA SERVICE DESK SUCCESS

8. youtube.com/watch?v=PWr2H5rOpm4

9. Agile Incident and Response in the
World of DevOps
Alex Solomon, CTO, PagerDuty

10. Devops has transformed how teams
build and run software: you build it,
you own it!
AGILE INCIDENT AND RESPONSE IN THE WORLD OF DEVOPS

11. HOW PAGERDUTY HAVE ORGANISED THEIR MAJOR INCIDENT HANDLING PROCESS.

13. 1. Excellent example of good practise for major incident
handling.
2. Automation to improve efficiency.
3. Continual Improvement.
4. Clearly defined roles and responsibilities.
5. Clear communication with customer, team and
business.
5 SIMPLE STRATEGIES TO JIRA SERVICE DESK SUCCESS
TAKE-AWAYS

14. youtube.com/watch?v=TyoxcNUmrqs

15. How to drive Confluence adoption
John Wetenhall - Confluence strategy

16. There are essentially two main barriers for Confluence adoption.
Those are:
- See it to believe it
- Change is hard
John proceeds explaining what adoption goals one needs to
establish in their own company that will motivate people to use
Confluence.
HOW TO DRIVE CONFLUENCE ADOPTION

17. HOW TO DRIVE CONFLUENCE ADOPTION

18. 1. Make Confluence your own
2. Give people a reason to use Confluence
3. Brand your instance of Confluence
4. Share important daily subjects, for example the
lunch menu
5. Replace emails with Status meetings
HOW TO DRIVE CONFLUENCE ADOPTION
TAKE-AWAYS

19. https://youtu.be/jUlhlvYGahs

20. JSD for Customer Service
(Featuring Intuit)
Vincent Wong, Product Manager, Atlassian
Jared Sutherland, Product Manager, Intuit

21. JIRA Service Desk is used across a variety of different
teams from IT and operations, through to HR and finance.
But can you guess what one of the biggest use cases for
JIRA Service Desk is?
Customer Service!
JSD FOR CUSTOMER SERVICE (FEATURING INTUIT)

22. JSD FOR CUSTOMER SERVICE (FEATURING INTUIT)
Customer service not the original use case
Some features were added:
Now > 60% of Atlassian customers use JSD for
customer service

23. 1. JSD is now fit for Customer Service
2. Some sucess story figures prove it
3. Your solution can always be improved
(Knowledge Base, CRM, CMDB, advanced
theming)
JSD FOR CUSTOMER SERVICE (FEATURING INTUIT)
TAKE-AWAYS

24. youtube.com/watch?v=KspQAsu9Yf4

25. Understanding the
Human Operating System
Stefan Knecht, it-economics

26. How do organizations become adaptive,
agile, and resilient? What fosters trust and
makes people feel safe to speak their minds?
Stefan Knecht from it-economics say the
master key lies in a social operating system
UNDERSTANDING THE HUMAN OPERATING SYSTEM

27. UNDERSTANDING THE HUMAN OPERATING SYSTEM

28. 1. Psychology plays a big part in how teams work
2. You can’t change people, you can though change the
Environment
3. You cannot change a corporate at once, you have
nudge it
4. People tend to avoid risks when seeking gains, but
choose risks to avoid sure losses.
UNDERSTANDING THE HUMAN OPERATING SYSTEM
TAKE-AWAYS

29. https://youtu.be/4vbYC69bSaQ

30. 5 Ways Devs and Designers
Can Work Better Together
Kelly Snow, Lead Designer, Atlassian

31. Atlassian designer Kelly Snow will
reveal 5 techniques you can bring
back to your team. Together, devs
and designers can improve product
quality – not to mention team morale.
5 WAYS DEVS AND DESIGNERS CAN WORK BETTER TOGETHER

32. 5 WAYS DEVS AND DESIGNERS CAN WORK BETTER TOGETHER

33. 1. ‘Hire a designer’!
2. Set ground rules for the feedback you want.
3. Encourage Empathy
4. Do UX research throughout your dev
lifecycle...even after release.
5. Design is Intentional
5 WAYS DEVS AND DESIGNERS CAN WORK BETTER TOGETHER
TAKE-AWAYS

34. youtube.com/watch?v=CmT_q7IPRS4

35. Don’t be left out:
Tips for working in a remote team
Adam Hynes, Senior Developer, Atlassian

36. Working with a team on the other side of
the world can be a lonely, frustrating
experience. But with the right attitude,
practices, and tools, it still can be an
effective way to build software with others.
DON’T BE LEFT OUT: TIPS FOR WORKING IN A REMOTE TEAM

37. DON’T BE LEFT OUT: TIPS FOR WORKING IN A REMOTE TEAM

38. 1. Working from home can be very challenging, but very
rewarding at the same time
2. Separate work from home
3. Go out, socialise, exercise and maybe get a pet :)
4. It is liberating to work from home since you can be
more focused, with less interruptions and no
commute.
DON’T BE LEFT OUT: TIPS FOR WORKING IN A REMOTE TEAM
TAKE-AWAYS

39. https://youtu.be/Bvs4znEneYk

40. A Product Owners place
in a DevOps world
Dave Meyer, Senior Product Manager, Atlassian

41. Today's world is a DevOps one, and as a Product
Manager that means you're part of the dev team.
As teams transition from building products to
running services, you must adapt your role as
teams embrace DevOps and create dedicated
Site Reliability Engineering (SRE) teams.
A PRODUCT OWNERS PLACE IN A DEVOPS WORLD

42. A PRODUCT OWNERS PLACE IN A DEVOPS WORLD

43. 1. Product Owners need to understand Operations.
2. Product Owners need to care about up-time,
performance, incidents and all those graphs that
Ops people show on wallboards.
3. Post Incident Reviews & actions to prevent repeats.
4. Reliability as a feature.
A PRODUCT OWNERS PLACE IN A DEVOPS WORLD
TAKE-AWAYS

44. youtube.com/watch?v=XxJtgxDgY6g

45. Code Reviews vs. Pull Requests
Tim Pettersen, Senior Developer Advocate, Atlassian

46. Do you use Git, SVN, or something more
exotic? Do you prefer pre-commit reviews or
pull requests? Do you branch, fork, or do
everything with patches? This talk examines
the various review options adopted by
professional teams.
A PRODUCT OWNERS PLACE IN A DEVOPS WORLD

47. CODE REVIEWS VS. PULL REQUESTS
• Have either pre-commit or post-commit
reviews
• Post-commit reviews more flexible
• 3 review tools discussed:
Crucible
Gerrit
Bitbucket

48. 1. Pull requests are suitable for most teams that are on
Git
2. Use automated policies to automatically enforce code
review standards
3. Make review process as simple as possible
4. Use a tool that sits as close to the SCM system as
possible
CODE REVIEWS VS. PULL REQUESTS
TAKE-AWAYS

49. youtube.com/watch?v=ju3sc0f-gb4

50. Hello, Trello! An Insider's Guide
Justin Gallagher, Group Product Manager, Trello / Atlassian

51. In this session, you’ll walk through numerous
example boards to illustrate how you and
your team can use Trello to get perspective,
see how Trello works with other Atlassian
products, and discover the tips and tricks
that will help you become a Trello power user.
A PRODUCT OWNERS PLACE IN A DEVOPS WORLD

52. HELLO, TRELLO! AN INSIDER'S GUIDE
Trello board looks very similar to JIRA
Kanban board => when to use them?

53. HELLO, TRELLO! AN INSIDER'S GUIDE
• No structured workflow, more fluid
process
• Power-Ups not unlike add-ons, enabled
per board
• Trello teams use 100’s of boards:
Engineering, Marketing, Recruitment,
Onboarding, 1:1, etc.

54. 1. Trello can be used for a variety of processes,
from simple to more complex
2. Trello itself is using is for their internal
processes
3. Boards examples can be found at https://
trello.com/teams
HELLO, TRELLO! AN INSIDER'S GUIDE
TAKE-AWAYS

55. youtube.com/watch?v=QQWCOaKsFYY

56. Black Belt Tips for JIRA Software
Nick Pellow, Development Manager JIRA Software, Atlassian

57. JIRA Software is an extremely flexible and powerful
tool, which can be used in a variety of ways.
I'll cover practical tips, such as how we run Scrum and
Kanban, and how we've customized projects and
boards to best plan, track, and ship software with the
precision of a black-belt judo master.
A PRODUCT OWNERS PLACE IN A DEVOPS WORLD

58. BLACK BELT TIPS FOR JIRA SOFTWARE
• Only useful if in a software team, you use
boards and are agile
• How teams at Atlassian use JIRA
Software
• Estimation - use epics, create issue in
epic, shortcuts

59. BLACK BELT TIPS FOR JIRA SOFTWARE
• Relative estimation sessions
• Workflow triggers so issue status is up-to-
date
• Set sprint goals in JIRA
• Task-centric standup

60. 1. Improve team’s process with JIRA Software
2. Simpler process means team are more invested
in standup and planning
3. Use power of JIRA to make everyday teamwork
easier
BLACK BELT TIPS FOR JIRA SOFTWARE
TAKE-AWAYS

61. youtube.com/watch?v=Pddhshqn5r4

62. Scrum Control or Kanban Agility?
You Can Have Both, Using Metrics
Marcio Ghiraldelli, Quality Engineer, Atlassian

63. Are you someone who runs multiple
stable Scrum teams, but is curious
about migrating to Kanban? Do you
think Kanban might lead to a loss of
team control and productivity?
SCRUM CONTROL OR KANBAN AGILITY? YOU CAN HAVE BOTH, USING METRICS

64. SCRUM CONTROL OR KANBAN AGILITY? YOU CAN HAVE BOTH, USING METRICS

65. 1. Use metrics to visualise your team's strengths and
weaknesses.
2. Use metrics to drive discussions in your team
“Meetings based on evidence”.
3. Scrum and Kanban both work well, choice
depends on your team profile and leadership style.
SCRUM CONTROL OR KANBAN AGILITY? YOU CAN HAVE BOTH, USING METRICS: TAKE-AWAYS

66. youtube.com/watch?v=m-w2cU_1oB8

67. How Atlassian manages
Risk and Compliance
George Totev, Head of Risk and Compliance, Atlassian

68. We will share best practices that
organizations in all industries or
geographic locations can leverage to
manage their governance, risk &
compliance needs.
SCRUM CONTROL OR KANBAN AGILITY? YOU CAN HAVE BOTH, USING METRICS

69. HOW ATLASSIAN MANAGES RISK AND COMPLIANCE

70. 1. JIRA can be used to attach documents and
model a workflow.
2. Confluence can be used to display risk matrixes
- linked to JIRA issues representing risks.
3. JIRA is a cost-effective and rapid to deploy
solution for this common business need.
HOW ATLASSIAN MANAGES RISK AND COMPLIANCE
TAKE-AWAYS

71. youtube.com/watch?v=0BjLwcKqN5o

72. The Four Principles of Atlassian
Performance Tuning
Dan Hardiker, CTO, Adaptavist

73. Dan shares best practices and demonstrates
how to use the process of "monitor,
measure, mitigate" to identify key
performance bottlenecks and provide data
that your organization can use to optimize
performance.
THE FOUR PRINCIPLES OF ATLASSIAN PERFORMANCE TUNING

74. THE FOUR PRINCIPLES OF ATLASSIAN PERFORMANCE TUNING
• For Server & DC - not for cloud users
• Talks about system performance tuning
• Does not cover application settings or
configuration
• Highlights where the biggest consumer of
time lies within the system

75. THE FOUR PRINCIPLES OF ATLASSIAN PERFORMANCE TUNING
Principle #1 - Know your system
• Set performance objectives
• Understand who your users are and what
they are doing
• Know what performance they are getting
already
• Review your system’s architecture

76. THE FOUR PRINCIPLES OF ATLASSIAN PERFORMANCE TUNING
Principle #2 - Don’t bottle it up
• Goldratt’s “The Theory of Constraints”
• Identify your bottlenecks
• Measure your bottlenecks
• Optimise the poorest performing one

77. THE FOUR PRINCIPLES OF ATLASSIAN PERFORMANCE TUNING
Principle #3 - Go with the Flow
• Monitor the flow of a request through the
system
• Where does all the time go?
• Optimise the dominant consumer of the
time.

78. THE FOUR PRINCIPLES OF ATLASSIAN PERFORMANCE TUNING
Principle #4 - Follow the rabbit hole
• Start at the beginning (CPU)
• Follow the flow chart
• Fix what you encounter
• Don’t jump ahead and guess!

79. 1. Define performance objectives early on
2. Understand what users are doing with your system
3. “Only optimise poor bottlenecks. Start with the worst
offender.”
4. Before you jump to the answer, make sure you’re asking
the right question
5. Surface the data you need, not just the metrics you can find
THE FOUR PRINCIPLES OF ATLASSIAN PERFORMANCE TUNING
TAKE-AWAYS

80. youtube.com/watch?v=1WojcDo8KwQ

81. Thank you
We know that was a lot ;)