The document discusses the evolution of IT service management (ITSM) practices towards a more agile, customer-centric model driven by trends like cloud services, digital transformation, and DevOps. It outlines challenges with traditional ITSM approaches and introduces Atlassian's people, process, tools framework for supporting agile IT teams. Key aspects of Atlassian's ITSM solution include Jira workflows and automation, a customizable customer portal, and over 700 apps to fit different team needs. The approach aims to provide visibility, empower teams, and focus on customer needs and business value as organizations' technology needs change.

1. Evolution of ITSM in an agile world
Atlassian’s approach to ITSM

2. Opportunity
Market trends - evolution of ITSM

3. Service First World

4. Customer-
CentricIT
Changes in how IT
interacts with users
and customers
ITModernization
Changes in product
lifecycle management
Digital
Transformation
Changes how the
business interacts
with technology
Migrationto
CloudServices
Changes how IT builds,
deploys and manages
tools and services
MajorshiftsimpactingITteams

5. “ITteamsmuststartplanningforDevOps
in2017,orin2020youwillbeirrelevant.”
GeorgeSpalding,VP-PinkElephant

6. TRADITIONAL ITSM CHALLENGES
Difficult to adapt to the team
Lack of visibility across teams
Inability to drive innovation
No coordination with developers
Higher support costs

7. Positioning
Future of IT work - Atlassian’s approach to ITSM

8. People Technology
CONSIDERING THE THREE PILLARS FOR TEAMS
Process
Work ToolsCulture

9. People

11. www.atlassian.com/team-playbook

12. Process

13. ITIL & DEVOPS CONVERGENCE
ITIL v4 coming in 2019

14. THE POWER JIRA WORKFLOWS

15. Tools

16. ITSM THAT FITS THE TEAM & MISSION
Incident
Asset /CMDB
Problem
Service Request
Knowledge
Change
IT Team

17. CUSTOMER PORTAL DESIGNED AROUND SEARCH
Users simply search for what
they want to request or ask.
Recommend KB articles
based on search terms.
Recommended service request types
based on search terms.
Smart-Graph Search

18. EASE OF ASKING FOR HELP

19. STREAMLINED REQUEST FULFILLMENT FOR SUPPORT TEAMS
Improve support team Collaboration
Easy KB access for support agents
Service Request details and SLAs

20. STREAMLINE IT SUPPORT WITH AUTOMATION
SLAdue
Ticketstatuschanges
Systemgoesdown
Emailisreceived
Requestisapproved
LinkedJiraissueresolved
Send reminder
Escalate ticket
Create a ticket
Classify priority
Grant access
Set Incident Priority
Add comment to request
Transition issue

21. INCREASED VISIBILITY WITH AUTOMATION
IT support issue …. linked to software development backlog
Update Linked Issue Automation Rule

22. 700+ apps to fit your teams needs

23. Empoweredteams
Organizationshaveaunifiedsolutionwhere
teamscan collaborate&workbettertogetherwhile
givingend-to-endvisibility toITmanagement.
Customercentricity
Evaluatingwhatabusinessneeds,howagilethat
businessneedstobeandhowyouapplyLeanand
AgilethinkingtomodernizeITSM.
Value
Findapproachesthatworkbetterastheir
businessesevolve,andensurethatevery
organizationalmovementtranslatestoenergy.
The Atlassian
Approach
to ITSM

24. IT of yesterday IT of tomorrow
- modular & siloed
- heavy process / ITIL
- tiered support groups
- centralized support
- SLAs, reports, KPIs
- customization = dev
- integrations
- adaptable to the team
- lean & agile ways of working
- empowered teams
- decentralized ‘level z’ support
- delivering value
- low-code / no-code
- app marketplace
HOW CAN YOU LEAD CUSTOMERS TOWARD
THE FUTURE OF WORK FOR IT TEAMS?

25. Atlassian ITSM success stories
Sharing customer stories

27. Thank you!