The document introduces JIRA Service Desk, a product from Atlassian that provides customer service and request management capabilities. It highlights key features of JIRA Service Desk including an intuitive interface, custom team queues, powerful service level agreements (SLAs), and real-time reporting. Examples are given of how these features help improve customer experiences and provide visibility into request workflows and SLA performance.
From Zero to Hero, how to become a Master of Puppets - Nick CunninghamAtlassian
In this session you will learn how Puppet Labs, cleaved its helpdesk from its general Operations and created a dedicated Service Desk team. Nick will share their planning process and lessons learned, but more importantly, how having a Service Desk triage Operations tickets makes your Service Desk smarter and Operations team better. Take aways from the session include: Things to consider when planning your Service Desk, Problems faced setting up a Service Desk and how to overcome them, How to configure your Customer Portal to minimize triage time and make your team more productive, Ways to encourage self-service amongst your users to empower them and reduce inbound tickets
How JIRA Service Desk Saved Twitter's Global Help Desk - Alex StillingsAtlassian
Learn how Twitter’s help desk moved from a single email inbox into a globally distributed team, deploying JIRA Service Desk and JIRA Agile to provide support for over 3,000 employees. Twitter will also share how to employ JIRA Service Desk across the business to support everything from procurement and HR, to facilities and legal.
According to Gartner, mastering the discipline of effective asset management is a huge cost savings for companies. In this presentation, we will share how Atlassian uses JIRA for asset tracking. We will cover inventory setup, workflow, reporting, and how we physically implemented the system using tags and scanning devices.
High flying agility, watch for the right indicatorsEric Wursteisen
Velocity has been widly used in teams adopting agility. To the point of becoming a standard to compare, measure and motivate teams. This was a big error.
Through an aviation theme, both agilists are presenting the deviance of velocity's usage and recommand new ways and metrics to follow a team health.
Clojure/north 2019 Raising Services and People with ClojureKatsuyasu Murata
This slides were presented in Clojure/north 2019.
They introduce cases how a beginner Clojure engineer achieve to produce a new service and overcome hiccups.
Payroll Management
Complete Salary Calculations
Handles Reimbursements, Arrears & Settlements
Salary Statements and Bank Transfers
All Statutory Reports - PF, ESI, IT (TDS) and PT
MIS and Adhoc reporting facility
https://niojak.com/hr-mall/
From Zero to Hero, how to become a Master of Puppets - Nick CunninghamAtlassian
In this session you will learn how Puppet Labs, cleaved its helpdesk from its general Operations and created a dedicated Service Desk team. Nick will share their planning process and lessons learned, but more importantly, how having a Service Desk triage Operations tickets makes your Service Desk smarter and Operations team better. Take aways from the session include: Things to consider when planning your Service Desk, Problems faced setting up a Service Desk and how to overcome them, How to configure your Customer Portal to minimize triage time and make your team more productive, Ways to encourage self-service amongst your users to empower them and reduce inbound tickets
How JIRA Service Desk Saved Twitter's Global Help Desk - Alex StillingsAtlassian
Learn how Twitter’s help desk moved from a single email inbox into a globally distributed team, deploying JIRA Service Desk and JIRA Agile to provide support for over 3,000 employees. Twitter will also share how to employ JIRA Service Desk across the business to support everything from procurement and HR, to facilities and legal.
According to Gartner, mastering the discipline of effective asset management is a huge cost savings for companies. In this presentation, we will share how Atlassian uses JIRA for asset tracking. We will cover inventory setup, workflow, reporting, and how we physically implemented the system using tags and scanning devices.
High flying agility, watch for the right indicatorsEric Wursteisen
Velocity has been widly used in teams adopting agility. To the point of becoming a standard to compare, measure and motivate teams. This was a big error.
Through an aviation theme, both agilists are presenting the deviance of velocity's usage and recommand new ways and metrics to follow a team health.
Clojure/north 2019 Raising Services and People with ClojureKatsuyasu Murata
This slides were presented in Clojure/north 2019.
They introduce cases how a beginner Clojure engineer achieve to produce a new service and overcome hiccups.
Payroll Management
Complete Salary Calculations
Handles Reimbursements, Arrears & Settlements
Salary Statements and Bank Transfers
All Statutory Reports - PF, ESI, IT (TDS) and PT
MIS and Adhoc reporting facility
https://niojak.com/hr-mall/
The next gen IT Service Desk with JIRA Service Desk 1.0Communardo GmbH
Veranstaltung "Atlassian Roadshow: JIRA Service Desk 1.0" in Berlin am 12. November 2013.
Eine Präsentation zum Thema "The next gen IT Service Desk with JIRA Service Desk 1.0" von Tony Atkins, Lean Innovation Program Manager bei 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.
Atlas Desk Team – A Year With JIRA Service Desk - Dan Horsfall and Nikki NguyenAtlassian
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.
How to Support External Customers with JIRA Service Desk - Tony AtkinsAtlassian
This talk will share lessons learned migrating Atlassian external-facing customer service teams to JIRA Service Desk, and demonstrate practical tips to help your customer service teams get the most out of JIRA Service Desk, JIRA, and JIRA plugins.
AWS Summit Singapore - Automation & Augmentation Driven by AI, Enabling Self-...Amazon Web Services
Rafi Katanasho, CTO & Solutions Sales VP, Dynatrace.
Whether you are migrating on-premises application to the cloud, or building new cloud native application or even a hybrid, a new approach is needed in the cloud. Automation driven by AI is key. In this session we cut through the hype and demonstrate how you can make this a reality in your environment.
Atlassian Executive Business Forum - LinkedIn HQServiceRocket
Presentation from September 2014 at LinkedIn Headquarters in Mountain View. The slides detail how LinkedIn is transforming their business with tools from Atlassian Software.
ServiceRocket is Atlassian's first and longest-serving Platinum Expert Partner.
Atmosphere Conference 2015: Service Operations Evolution at SpotifyPROIDEA
Speaker: Lev Popov
Language: English
How to handle company growth from service operations perspective? How to deliver software fast and safe when your product has hundreds of moving parts? How to spread operational responsibility across engineering teams? I'll tell you some lessons we've learned at Spotify that can help you to answer these questions.
Visit our website: http://atmosphere-conference.com/
Learn How to Design, Build and Map Services to Quantifiable Measurements in S...Splunk
IT departments are most effective when IT services are measured against business objectives and defined performance indicators. But tracking performance of these services has historically been a challenge.
This webinar explains how you can design, build and map performance of your IT services—improving support of critical business functions, processes and applications.
Topics include:
-Best practices to design and build an effective service model
-Techniques to deconstruct a service into its component parts
-How to build meaningful “glass tables” in Splunk ITSI for real-time insights into service health and key performance indicators
Monitor SharePoint Performance with SysKitSysKit Ltd
Monitor SharePoint Performance with SysKit - Webinar Deck
Learn about SharePoint performance and how to keep your SharePoint environment optimal for end users.
Free trial: www.syskit.com
Эволюция службы эксплуатации «Spotify» / Лев Попов (Spotify)Ontico
Как службе эксплуатации справиться с интенсивным ростом компании? Как поставлять ПО быстро и безопасно в продукт с множеством зависимых компонентов? Как распространить ответственность за эксплуатацию среди инженерных подразделений? Я расскажу про опыт, который мы получили в Spotify, возможно это поможет ответить на данные вопросы.
Soaring Eagle Consulting has been assisting clients of all sizes and geographies maximize database performance for their organizations for more than 14 years.
DATABASE AUTOMATION with Thousands of database, monitoring and backupSaewoong Lee
This is my presentation document at AnsibleFest 2018 in Austin, Texas.
This topic is ‘Database Automation with thousands of database, monitoring and backup’.
In this document I want to tell you database automation using Ansible.
So I expect to give more confidence to infra engineer like me.
Machine Learning is all the craze in the tech industry. But guess what: algorithms on their own don't deliver value to customers. So how do you go from algorithms to delighting customers?
Learn how Atlassian has been building and experimenting with machine learning to build smarter experiences in our products and supporting systems.
Products covered:
JIRA Service Desk, Confluence, JIRA Core, HipChat
Itsepalvelukulttuuriin satsaaminen on jo nyt yksi keskeinen kilpailuetutekijä. Hyödyntääkö yrityksesi Knowlegde Basea, entä kannattaako yrityksellä olla oma, suomalainen Service Desk?
Kuinka DevOps näkyy Ambientian asiantuntijan arjessa? Entä mitä sovelluksen elinkaaren hallinta Ambientialla tarkoittaa? Estraadille astuvat kokeneet asiantuntijat - ALM expert Mika Nokka ja Platform Architect Tero Järvenpää.
The next gen IT Service Desk with JIRA Service Desk 1.0Communardo GmbH
Veranstaltung "Atlassian Roadshow: JIRA Service Desk 1.0" in Berlin am 12. November 2013.
Eine Präsentation zum Thema "The next gen IT Service Desk with JIRA Service Desk 1.0" von Tony Atkins, Lean Innovation Program Manager bei 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.
Atlas Desk Team – A Year With JIRA Service Desk - Dan Horsfall and Nikki NguyenAtlassian
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.
How to Support External Customers with JIRA Service Desk - Tony AtkinsAtlassian
This talk will share lessons learned migrating Atlassian external-facing customer service teams to JIRA Service Desk, and demonstrate practical tips to help your customer service teams get the most out of JIRA Service Desk, JIRA, and JIRA plugins.
AWS Summit Singapore - Automation & Augmentation Driven by AI, Enabling Self-...Amazon Web Services
Rafi Katanasho, CTO & Solutions Sales VP, Dynatrace.
Whether you are migrating on-premises application to the cloud, or building new cloud native application or even a hybrid, a new approach is needed in the cloud. Automation driven by AI is key. In this session we cut through the hype and demonstrate how you can make this a reality in your environment.
Atlassian Executive Business Forum - LinkedIn HQServiceRocket
Presentation from September 2014 at LinkedIn Headquarters in Mountain View. The slides detail how LinkedIn is transforming their business with tools from Atlassian Software.
ServiceRocket is Atlassian's first and longest-serving Platinum Expert Partner.
Atmosphere Conference 2015: Service Operations Evolution at SpotifyPROIDEA
Speaker: Lev Popov
Language: English
How to handle company growth from service operations perspective? How to deliver software fast and safe when your product has hundreds of moving parts? How to spread operational responsibility across engineering teams? I'll tell you some lessons we've learned at Spotify that can help you to answer these questions.
Visit our website: http://atmosphere-conference.com/
Learn How to Design, Build and Map Services to Quantifiable Measurements in S...Splunk
IT departments are most effective when IT services are measured against business objectives and defined performance indicators. But tracking performance of these services has historically been a challenge.
This webinar explains how you can design, build and map performance of your IT services—improving support of critical business functions, processes and applications.
Topics include:
-Best practices to design and build an effective service model
-Techniques to deconstruct a service into its component parts
-How to build meaningful “glass tables” in Splunk ITSI for real-time insights into service health and key performance indicators
Monitor SharePoint Performance with SysKitSysKit Ltd
Monitor SharePoint Performance with SysKit - Webinar Deck
Learn about SharePoint performance and how to keep your SharePoint environment optimal for end users.
Free trial: www.syskit.com
Эволюция службы эксплуатации «Spotify» / Лев Попов (Spotify)Ontico
Как службе эксплуатации справиться с интенсивным ростом компании? Как поставлять ПО быстро и безопасно в продукт с множеством зависимых компонентов? Как распространить ответственность за эксплуатацию среди инженерных подразделений? Я расскажу про опыт, который мы получили в Spotify, возможно это поможет ответить на данные вопросы.
Soaring Eagle Consulting has been assisting clients of all sizes and geographies maximize database performance for their organizations for more than 14 years.
DATABASE AUTOMATION with Thousands of database, monitoring and backupSaewoong Lee
This is my presentation document at AnsibleFest 2018 in Austin, Texas.
This topic is ‘Database Automation with thousands of database, monitoring and backup’.
In this document I want to tell you database automation using Ansible.
So I expect to give more confidence to infra engineer like me.
Machine Learning is all the craze in the tech industry. But guess what: algorithms on their own don't deliver value to customers. So how do you go from algorithms to delighting customers?
Learn how Atlassian has been building and experimenting with machine learning to build smarter experiences in our products and supporting systems.
Products covered:
JIRA Service Desk, Confluence, JIRA Core, HipChat
Itsepalvelukulttuuriin satsaaminen on jo nyt yksi keskeinen kilpailuetutekijä. Hyödyntääkö yrityksesi Knowlegde Basea, entä kannattaako yrityksellä olla oma, suomalainen Service Desk?
Kuinka DevOps näkyy Ambientian asiantuntijan arjessa? Entä mitä sovelluksen elinkaaren hallinta Ambientialla tarkoittaa? Estraadille astuvat kokeneet asiantuntijat - ALM expert Mika Nokka ja Platform Architect Tero Järvenpää.
Mitä on APIen hallinta ja miksi siitä kannattaa olla kiinnostunut? APIt luovat uusia liiketoiminnallisia mahdollisuuksia digitaalisessa maailmassa. APIt mahdollistavat uusia tuotteita ja rahavirtoja ja myös organisaation sisäisesti niitä voidaan hyödyntää innovaatioiden edistämiseen ja joustavuuden parantamiseen.
Mitä on APIen hallinta ja miksi siitä kannattaa olla kiinnostunut? APIt luovat uusia liiketoiminnallisia mahdollisuuksia digitaalisessa maailmassa. APIt mahdollistavat uusia tuotteita ja rahavirtoja ja myös organisaation sisäisesti niitä voidaan hyödyntää innovaatioiden edistämiseen ja joustavuuden parantamiseen.
Securing your Kubernetes cluster_ a step-by-step guide to success !KatiaHIMEUR1
Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks.
In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
Generating a custom Ruby SDK for your web service or Rails API using Smithyg2nightmarescribd
Have you ever wanted a Ruby client API to communicate with your web service? Smithy is a protocol-agnostic language for defining services and SDKs. Smithy Ruby is an implementation of Smithy that generates a Ruby SDK using a Smithy model. In this talk, we will explore Smithy and Smithy Ruby to learn how to generate custom feature-rich SDKs that can communicate with any web service, such as a Rails JSON API.
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
Encryption in Microsoft 365 - ExpertsLive Netherlands 2024Albert Hoitingh
In this session I delve into the encryption technology used in Microsoft 365 and Microsoft Purview. Including the concepts of Customer Key and Double Key Encryption.
Essentials of Automations: Optimizing FME Workflows with ParametersSafe Software
Are you looking to streamline your workflows and boost your projects’ efficiency? Do you find yourself searching for ways to add flexibility and control over your FME workflows? If so, you’re in the right place.
Join us for an insightful dive into the world of FME parameters, a critical element in optimizing workflow efficiency. This webinar marks the beginning of our three-part “Essentials of Automation” series. This first webinar is designed to equip you with the knowledge and skills to utilize parameters effectively: enhancing the flexibility, maintainability, and user control of your FME projects.
Here’s what you’ll gain:
- Essentials of FME Parameters: Understand the pivotal role of parameters, including Reader/Writer, Transformer, User, and FME Flow categories. Discover how they are the key to unlocking automation and optimization within your workflows.
- Practical Applications in FME Form: Delve into key user parameter types including choice, connections, and file URLs. Allow users to control how a workflow runs, making your workflows more reusable. Learn to import values and deliver the best user experience for your workflows while enhancing accuracy.
- Optimization Strategies in FME Flow: Explore the creation and strategic deployment of parameters in FME Flow, including the use of deployment and geometry parameters, to maximize workflow efficiency.
- Pro Tips for Success: Gain insights on parameterizing connections and leveraging new features like Conditional Visibility for clarity and simplicity.
We’ll wrap up with a glimpse into future webinars, followed by a Q&A session to address your specific questions surrounding this topic.
Don’t miss this opportunity to elevate your FME expertise and drive your projects to new heights of efficiency.
Essentials of Automations: Optimizing FME Workflows with Parameters
Jira is my significant other
1.
2. Who is this guy?
• Eric Salonen
• Yes, Im Australian.
• No, I dont work for Atlassian.
• Then why are you in Finland?
Are you crazy?
• Well yes, but I have Finnish parents and I
got married to a Finn.
www.ambientia.net 2
3. Who is this guy?
• Working with Atlassian
eco-system since 2005
• Lead Atlassian Consultant
at Ambientia
• Member of the AES team at Ambientia
• Duties include consulting, configuration,
installation and debugging everything
related to the Atlassian eco-system.
www.ambientia.net 3
5. Why are we here?
JJIIRRAA iiss m myy n seirgdnyi ffircieanndt ,o ytohue r
know, the fat guy with a lot of
pimples on his face and he
smells a bit
www.ambientia.net 5
7. So why is JIRA a nerd?
• Well, JIRA is big guy.
• Even though JIRA is big guy, he can be
easily handled by telling him what to do.
• You just need to know what to tell him
to do and he will do it.
• ...but he also stinks a bit.
• In other words, there are a few
annoyances
www.ambientia.net 7
8. So why is JIRA a nerd?
• JIRA is (was) also a bit ugly.
www.ambientia.net 8
25. Intuitive Interface
1 Natural-language requests
2 Simplified request interface
3 Self-service knowledge base
Turn your #SERVICEDESK into a self-service desk with @JIRA #servicedesk
32. Custom Team Queues
1 One place for your team to go
2 Automatically triaged & prioritized
3 JIRA Query Language (JQL)
Automate triage and prioritization of requests with @JIRA #SERVICEDESK
60. We’ve rolled out JIRA Service Desk in
production to over 1,500 users. It was
ridiculously easy - and the SLA metrics were
”
eye opening.
AARON JONES, GOOD.COM
“
61. Real-time Reporting
1 Great reports out of the box
2 Easily create new reports with JQL
3 Retroactively applied against your data
With @JIRA #SERVICEDESK, retroactively apply SLAs & review real-time
reports
And that’s what we set out to build with JIRA Service Desk.
{try to get Vlad or Oliver to take a picture of you here when you point at this slide}
Before I get started. I would like to ask you a few questions:
Of the people here, raise your hand...
{Ask the three questions.
Remember the percentage of audience for each.
After they answer the 3rd question continue with…}
It all started with this question here. About a year ago, we started asking our customers how they used JIRA. And we discovered that…
38% of teams that use JIRA use it for Service Desk work.
There are all these players in the Service Management space. And still...teams are using JIRA. Which is awesome. But a little confusing - since we didn’t really design it for that use case. We were very very focused on the development of user stories, and backlog management, and developer interaction regarding the building of software products.
And although JIRA works on the Service Management side, there are things that these IT Teams were missing.
Before we started fixing this problem…
we decided to look at the Service Desk market. We decided to look at all the vendors in the space and as we did that we found it fairly easy to group all of the existing vendors into two buckets. We saw two ends of the spectrum.
On the one end, we found inexpensive cloud-based tools from companies that were building a customer-focused application… a tool that was easy for customers to use to make requests… but these tools didn’t have a very powerful backend… There was very little customization available.
At the other end of the spectrum, we found vendors building sophisticated, powerful, and expensive IT management tools… And these tools generally didn’t have a very good request interface.
Teams are choosing to use JIRA for their Service Management work because no one has a solution that is hovering here in the middle and doing both of these things well. Atlassian is attempting to get both of these things right…
Ok, so there are four things that I’m going to talk to you about today.
This is the most important slide in this presentation.
As we talked to our customers, these were the four things that they said they needed from us most.
If you’re an agent using ‘regular JIRA’ for your service desk needs…
One, you want an interface that’s designed for an end users who might only enter a ticket one time in their life.
Two, you want team queues so there’s one place to go for everything you need.
Three, you need SLA support.
And four, you want reporting designed to give you the visibility you need to drive constant improvement on your team.
So these are the four things that I’m going to go through today.
And I’m going to start with the intuitive request interface.
A great request tool needs to have a great interface.
Your end users… whether you have 25 of them, or 25000 of them… need an interface that they can use for the first time ever in their life, without instruction.
And so that’s what we’ve designed here with JIRA Service Desk.
Meet Ryan.
He has a problem.
And he needs some help from his IT Team.
So Ryan takes his takes his problem.
And he logs it in a system somewhere.
And then his IT Team rushes to his aid.
But when Ryan asks for help he generally wants to ask for help using words he uses in everyday speaking.
Ryan wants to say something like “I need some new software.”
But on the IT Team side of things, they hear something completely different.
They hear something like “Procurement request”.
These two people are trying to have a conversation. And they’re talking in a different language.
What we actually want is this: In the ideal situation…I want Ryan to be able to talk in his language. So he can say, “I want to Request New Software”.
And then I want the IT Team to have all of that stuff instantly mapped into the language that works better for them.
So I need this realtime translation interface.
As I mentioned a few slides ago, most Service Management solutions either focus on one side of this page or the other.
If they were designed from a customer-focused perspective {point at the Ryan column of stuff on left}
then, because that’s their focus they usually don’t do this side well {point at the IT Team column of stuff on right}
Or, for the tools that focused directly on the IT Team side of the page… {point at the IT Team column of stuff on right}
then they typically force their end-users to choose cryptic things like “Problem Request” or “System Access” from a dropdown box. And from the user’s perspective, when he is creating a “problem request” because he doesn’t have “system access” this can be very confusing.
So JIRA Service Desk…
makes this translation…
between the people who need help…
and the teams that service them…
possible!
So here’s how this works.
This is JIRA Service Desk’s Customer Portal
Brilliantly simple. and Customer-centric.
{click to show green circle highlight}
When an enduser has a problem,
they simply click Request New Software,…
It’s easy to find exactly what they need in the clean and simple interface.
They click that button…
and they get this...
Exactly what they need and nothing more.
Everything a customer doesn’t need to care about is hidden.
They get a nice, simple interface with exactly what’s required of them.
Under the covers, for this ticket, we have the Summary and Description fields in JIRA.
But for users, this form becomes the translator that end-users have always wanted.
Here’s what this looks like in action…
{8sec video will play as you talk}
a user clicks Request New Hardware… and then they start filling out the form.
Now watch what happens over here…{point at Knowledge base search results}
As the user starts typing, JIRA Service desk instantly searches Confluence.
As that user starts describing their problem, it looks for knowledgebase articles related to their particular issue.
So seamlessly integrated with Confluence, so that as your user is typing their problem,…
they can see the potential solutions to their problem before they ever even have to log the ticket.
Finally, you can turn your service desk into a Self-service desk
So that, in a nutshell, is the new Intuitive Interface of JIRA Service Desk.
1) We started with a way for customers to find the help that they needed with simple, natural language.
2) Next we made gave them a simplified request experience
so that everything they don’t need to care about was hidden.
3) And finally, we integrated JIRA Service Desk directly with confluence
so that users could automatically find the help they need from the self-service knowledgebase.
That’s a brief taste of JIRA Service Desks Intuitive Interface. There’s a lot more.
I could present for an hour just on the interface and how you customize it,
what it looks like for users after they submit a ticket,
and what’s possible and what isn’t.
If you have any questions, come talk to me after the break and we’ll talk about it a little more.
Next…
Next we’re gonna talk about Custom Team Queues.
With JIRA Service Desk, out of the box, we wanted to make sure
that your team has one place to go for everything they need to care about.
So we give you Industry-best-practice, Team Queues
to ensure that your team will aways be working on the right requests at the right time.
We also wanted to make sure that Team Queues were automatically triaged and prioritized in real time as issues come in.
Teams all over the world, spend waaaayyy too much time manually ranking and assigning new tickets. Our own IT Team in Sydney used to have one guy on a team of 5 manually ranking and triaging tickets as they came in. That’s 20% of their resources. Now their tickets are automatically ranked as they come in so the team is a full strength working on tickets with 100% of their energy.
Take a look. Watch what happens here when a new ticket gets logged.
{wait for animation}
As we refresh the queue, we can see we have a new ticket on the list.
{click}
But, notice that our new ticket that just came in is not at the bottom of the queue. The new ticket is second on the list.
I’ll explain how that happened in a little more detail in a minute.
The important thing to know is this:
Queues are automatically triaged and prioritized in real time.
And making new queues is infinitely flexible because of the JIRA Query Language (JQL).
{wait for animation}
We you grow beyond what we give you out of the box,
you can create new queues just by clicking this button at the bottom of the list.
Creating a “Red Alert Issues” queue, for example, is as easy as this.
Just pick what you want from the checkboxes.
And for users who are already familiar with Advanced searching using JQL,
you’ll see there’s an Advanced link over here at the right.
So that’s Custom Team Queues in JIRA Service Desk:
Queues make sure that everyone on your team has one place to go - so that everyone is always working on the right requests at the right time.
Second… and this is really powerful… Queues are automatically triaged and prioritized in real time.
And third, it’s built on the power of the JIRA Query Language (or JQL), so that you can make queues with infinite possibilities… if you can think of them in your head, then this tool will support it.
That’s Queues. You can definitely see the power of JIRA starting to show through there.
Again, I could talk about queues for an hour on their own, but that’s enough to get you started.
The next thing on our list is SLAs…
Now. We’re really proud of what we’ve done with SLAs.
Now, a moment ago, I said that our Team Queues were automatically prioritized
and that that new ticket that came in, was automatically second on the list.
Here’s how that happened.
Every team queue is generally driven by some sort of SLA metric.
For instance, in this one I have Time to Resolution SLA applied to the tickets in this queue.
You can see them ranked by the amount of time that remains.
We wanted to make sure that SLA engine in JIRA Service Desk is the best SLA engine in the industry.
And we’ve accomplished that in a couple of ways:
First, we wanted to make sure that SLA information is everywhere.
Your agents can’t hit their SLAs if they can’t see how much time is left before they exceed their targets.
Here’s a deeper look at the SLA countdown icon.
We start, of course, with how much time is remaining.
You can see the countdown clock here on the left.
So on every ticket…how much time is remaining on that SLA will always be visible.
Next. On the right we have a picture of a clock,
This indicates that the timer is running and counting down.
when the SLA timer is paused...
for instance, when the team is waiting on information from a customer,...
then the clock-icon changes to a pause-icon.
Next lets talk a little bit more about those colors.
When there is more than 1 hour remaining…
the icon is white.
When there is less than one hour remaining,
the icon turns Grey,
Now when time is running out,
and there are fewer than 30 minutes before failing our SLA target,
the icon turns yellow.
and finally when we pass beyond our SLA guarantee,
the icon turns red.
Notice here that the clock is still running…
Even though we’re beyond our SLA guarantee, this issue is still open
and will continue to count time until the issue is resolved.
Now, this is what it looks like after
you’ve resolved an issue, but broke your SLA.
This shows that you were 35 minutes beyond the SLA target.
And finally,
this is what it looks like
when you resolve an issue successfully within your SLA guarantee.
Here, the agent completed the ticket with 42 minutes remaining.
So. That’s how the icons work.
And we made sure we put those icons everywhere.
In addition to that icon showing up in Team Queues.
SLA information is also visible inside of each ticket.
So agents will always know exactly how much time remains as they are working.
You can even have multiple SLAs on a single ticket.
Now let’s talk a little bit more about how SLAs work.
Generally, if you start with an SLA for something like Time to Resolution.
You might start out with a rule that says you want to resolve All Tickets in 8 hours.
But we know that life at an Enterprise or even at a small company isn’t always that simple.
So what I’m going to show you here are some advanced SLA possibilities.
Let’s take this ticket for example. This ticket is a blocker.
And because that ticket is a blocker, we want the Time to Resolution SLA to be 2 hours.
But this ticket over here…
is not a blocker. This ticket is Major.
So the same SLA has an 8 hour time limit.
And then finally another ticket is only Trivial,
But the reporter is in the Group “Bosses”….
{pause slightly there, the bosses joke ought to be worth a chuckle}
so we want to give this ticket a Time to Resolution target of only 1 hour.
All of these tickets are the same type being worked on by the same team.
But using the power of JIRA Service Desk’s SLA engine you can create SLA rules to match any situation.
And that’s how that issue, from earlier in this presentation,
became 2nd on our list in our Team Queue.
And that’s SLAs in JIRA Service Desk.
1) We give you the most powerful SLA engine in the industry.
2) We make sure SLA information is visible everywhere.
3) and SLA rules can be as simple or as complex as teams want them to be.
So next...
Next let’s talk about Real-time Reporting.
That which gets measured, gets improved.
With JIRA Service Desk, you can assess progress and performance in real-time.
Instantly increase visibility for your team.
Just like with Team Queues and SLAs, we give you great reports out-of-the-box.
Reports are highly interactive. So drilling in to see the detail you need, is super easy.
{wait for animation}
And just like with Team Queues, and SLAs, it’s easy to create new reports as you grow
using the power of both basic search
as well as with Advanced JIRA Query Language
The most cool thing about JIRA Service Desk reporting is this.
If you install JIRA Service Desk right now…Reporting will retroactively look at your old data.
This is a picture of our own IT Team’s Service Desk the day they started using JIRA Service Desk. Instantly they had visibility to all the tickets they’ve looked at in the past. They could instantly see this spike here that they didn’t even know was there.
JIRA Service Desk reporting will even show you how your old tickets from the past stack up against the new SLAs you define. So you can look back and see how realistic your new targets might be.
This is a quote from Aaron Jones from good.com .
Aaron was one of our beta testers and was so pleased with the new visibility that JIRA Service Desk gave him,
that he rolled it to production just 48 hours after he got started.
And that’s Real Time Reporting.
Improve your team's service immediately by recognizing the bottlenecks and trends of the past.
Even if you've already been servicing requests for a year or more,
you can get JIRA Service Desk today and apply its SLA metrics retroactively.
So those are the four things that are newly-awesome about JIRA Service Desk.
But on top of that…
{dramatic pause}
You also get everything that has every been built for JIRA.
Over the years we’ve built a lot of things into the JIRA platform.
You can create Fields of all kinds. Custom fields to suit whatever your doing.
JIRA has the most powerful Workflow engine in the world.
You can create workflows as simple as a two step workflow all the way up to 800 or more steps if that’s what you need to match your team’s process.
Don’t change your team to match the tool you’ve chosen. Change your workflow to match what’s best for your team.
Notifications of all shapes and sizes
In JIRA,
People can be set up in groups,…
…and you’ve got LDAP integration…
and all the great things that are awesome about JIRA people …
and the permissions of those people.
On top of that, we have the REST API and the Atlassian Marketplace.
There are over 700 add ons on the Atlassian Marketplace for JIRA and there are new ones being developed every day.
And that is JIRA Service Desk
Available now.
And we’re just gettin’ started…
We have new features and functionality coming out on a very rapid release cycle. About every 4 to 6 weeks you’ll see new great things getting added.
Again, I’m here today to listen… not just to speak… so if what you are looking for, doesn’t appear to be there yet, let me know. I can take this back to the team. We want to hear your feedback.