This document discusses how Atlassian's JIRA Service Desk software can help revolutionize IT teams. It highlights challenges facing IT, business, and development teams in collaborating effectively. JIRA Service Desk is presented as a solution that provides streamlined service management across teams through features like self-service, knowledge base integration, customizable workflows, reporting, and automation. Statistics are provided showing growing demand for improved customer service and adoption of DevOps approaches. The benefits of JIRA Service Desk for enhancing collaboration between different teams through a single platform are emphasized.
When it comes to growth leaders in the tech industry, there are A LOT of people who can teach you about growth. I curated this list of the most trustworthy, knowledgeable, and helpful growth hackers in the business.
Comparing google analytics vs adobe analytics vs ibmCountants
The increasing importance of website analytics (or web analytics) in today’s digital world is accounted by the fact that more corporations are adopting effective web analytics tool for real-time insights on their website performance.
Catch a comprehensive overview of the transformative intersection between AI and User Experience (UX). Dive into practical applications, understand the nuances, and engage with the ethical challenges. Ideal for professionals, enthusiasts, and anyone curious about the future of digital experiences.
When it comes to growth leaders in the tech industry, there are A LOT of people who can teach you about growth. I curated this list of the most trustworthy, knowledgeable, and helpful growth hackers in the business.
Comparing google analytics vs adobe analytics vs ibmCountants
The increasing importance of website analytics (or web analytics) in today’s digital world is accounted by the fact that more corporations are adopting effective web analytics tool for real-time insights on their website performance.
Catch a comprehensive overview of the transformative intersection between AI and User Experience (UX). Dive into practical applications, understand the nuances, and engage with the ethical challenges. Ideal for professionals, enthusiasts, and anyone curious about the future of digital experiences.
The activity of using methods, skills and tools to understand user engagement with a website is called a UX Audit.
Even in case this was done at the time of website development, it could not have included future traffic behaviour or change in design trends and optimisation techniques.
Per this article on Forbes, every dollar invested in improving UX has multifold returns. Good design is just good business.
Working with frog's UX experts, Melinda curated, collated and edited the GE User Experience Playbook for all those charged with designing GE products and services.
In this presentation you will find one example of how to use the service safari tool. This tool/method is extremely flexible and can used to experience any end-to-end service – whether that be calling customer service, using an online service or going out and experiencing the service in real time.
A service safari allows individuals/teams to develop a first hand understanding of a service’s qualities – often conducted with parallel sectors.
I delivered this talk at 8012 Design Center. The talk explores what kind of problems agile and design thinking help explore individually, and whether there are opportunities to combine them in solving some kind of problems?
Say goodbye to PSD files or seeking for those outnumbered Macs to export sketch files. There is a new kind of collaboration between designers and developers. If you missed our Zeplin presentation you can check out our presentation and learn a little more about this collaboration tool.
New approaches for designing in the responsive age. These slides are from a presentation I did at the NYC Responsive Web Design Meetup on 14 June.
It includes a responsive case study from my work at R/GA and a look at new techniques responsive designers are using around the world to improve their workflow.
Huge thanks to @brad_frost, @laurenbugeja and Michael Barrish.
Omnichannel Customer Experience. Companies such as Amazon, Facebook, Google, Apple already know that the future of user experience is automated interface creation depending on customer needs.
Mapping the customer experience: innovate using customer experience journey mapsJoyce Hostyn
Do you know what your organization looks like from your customer’s perspective? In the digital age, silos and organizational bureaucracy manifest themselves through your digital presence. You can bridge these silos and overcome a bureaucratic inside-out mindset by visualizing the customer (learner, elder, citizen, patient, employee) experience through a customer experience journey map that captures both actual and emotional aspects of the customer experience. Then, map in hand, you can use it to design great outside-in customer experiences for your organization.
How to Build a Great Product Strategy by Okta Product ManagerProduct School
Main Takeaways:
- What are the key strategy frameworks for product managers?
- Why do all product teams need to truly understand these at an intricate level?
- How do the best product leaders stay aware of new studies and market theories?
ChatOps: Automating your Company with HipChat, Bitbucket and JIRA Service DeskAtlassian
See how health care disrupters Oscar Insurance has woven Atlassian products into their infrastructure and customer workflows: from contract reviews to customer questions. Every department at Oscar uses JIRA. Sara Wajnber will show you how they pulled this off without violating HIPPA, the ACA, or other regulations. Next, Mackenzie Kosut will show how HipChat and Bitbucket (formerly Stash) are used for everything from provisioning new servers, anonymizing development databases, code deploys, managing LDAP and VPN.
The activity of using methods, skills and tools to understand user engagement with a website is called a UX Audit.
Even in case this was done at the time of website development, it could not have included future traffic behaviour or change in design trends and optimisation techniques.
Per this article on Forbes, every dollar invested in improving UX has multifold returns. Good design is just good business.
Working with frog's UX experts, Melinda curated, collated and edited the GE User Experience Playbook for all those charged with designing GE products and services.
In this presentation you will find one example of how to use the service safari tool. This tool/method is extremely flexible and can used to experience any end-to-end service – whether that be calling customer service, using an online service or going out and experiencing the service in real time.
A service safari allows individuals/teams to develop a first hand understanding of a service’s qualities – often conducted with parallel sectors.
I delivered this talk at 8012 Design Center. The talk explores what kind of problems agile and design thinking help explore individually, and whether there are opportunities to combine them in solving some kind of problems?
Say goodbye to PSD files or seeking for those outnumbered Macs to export sketch files. There is a new kind of collaboration between designers and developers. If you missed our Zeplin presentation you can check out our presentation and learn a little more about this collaboration tool.
New approaches for designing in the responsive age. These slides are from a presentation I did at the NYC Responsive Web Design Meetup on 14 June.
It includes a responsive case study from my work at R/GA and a look at new techniques responsive designers are using around the world to improve their workflow.
Huge thanks to @brad_frost, @laurenbugeja and Michael Barrish.
Omnichannel Customer Experience. Companies such as Amazon, Facebook, Google, Apple already know that the future of user experience is automated interface creation depending on customer needs.
Mapping the customer experience: innovate using customer experience journey mapsJoyce Hostyn
Do you know what your organization looks like from your customer’s perspective? In the digital age, silos and organizational bureaucracy manifest themselves through your digital presence. You can bridge these silos and overcome a bureaucratic inside-out mindset by visualizing the customer (learner, elder, citizen, patient, employee) experience through a customer experience journey map that captures both actual and emotional aspects of the customer experience. Then, map in hand, you can use it to design great outside-in customer experiences for your organization.
How to Build a Great Product Strategy by Okta Product ManagerProduct School
Main Takeaways:
- What are the key strategy frameworks for product managers?
- Why do all product teams need to truly understand these at an intricate level?
- How do the best product leaders stay aware of new studies and market theories?
ChatOps: Automating your Company with HipChat, Bitbucket and JIRA Service DeskAtlassian
See how health care disrupters Oscar Insurance has woven Atlassian products into their infrastructure and customer workflows: from contract reviews to customer questions. Every department at Oscar uses JIRA. Sara Wajnber will show you how they pulled this off without violating HIPPA, the ACA, or other regulations. Next, Mackenzie Kosut will show how HipChat and Bitbucket (formerly Stash) are used for everything from provisioning new servers, anonymizing development databases, code deploys, managing LDAP and VPN.
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.
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.
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.
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.
Revolutionize your IT Team with JIRA Service Desk ACA IT-Solutions
Today's IT is changing.
IT support organizations are experiencing a dramatic shift in the way technologies are developed, deployed and consumed, transforming the way business and software teams operate.
Are you plugged in?
Kaseya Connect 2013: Build Mind-share and Wallet-share with Quarterly Service...Kaseya
"Want to improve client mind-share and loyalty because your clients understand the value you provide? Regularly your clients are approached by someone new knocking on their door trying to take them away from your services. Strong account relationships built on mutual trust and two-way communications defend against this and foster both high retention rates and referrals for new clients. Quarterly Service Reviews provide a forum to discuss both of these areas and will be discussed in detail in this session. Walk away with the protection and tools needed to protect your revenues and cultivate long lasting client relationships.
Standardizing Jira Service Desk in a Decentralized EnvironmentAtlassian
How do you get 500+ professionals across 100+ support teams to deliver services and support consistently together?
Join Kevin Jesse, Chief IT Architect, as he shares the challenges and successes that were faced with deploying ITSM in a highly decentralized environment. Learn how to efficiently scale IT Service Management (ITSM) with minimal customization using Jira Service Desk and Confluence, how to integrate multiple service desks, develop an all-encompassing service catalog, and change the culture for both internal and external customers.
Western Region Speaking Tour -- Service Catalog in ActionChris Dancy
For four years I've has been using low-friction data collection to capture hundreds of elements of my life into a repository for search, visualization and analysis.
MEDIA and PRESS INFORMATION: http://chrisdancy.pressfolios.com/
Feel free to reach out at chris.dancy@gmail.com, +1-303- 872-0786, or by texting "chrisdancy" to 50500.
As part of the re-affirmed commitment to our customers, Ivanti formed an Independent Business Unit (IBU) consisting of proven and loved Ivanti products that will receive increased attention. One of these products is Ivanti Service Desk (ISD).
ServiceNow® IT Service Management (ITSM) provides a modern service management solution in the cloud. ServiceNow’s system of action allows you to consolidate tools, transform the way you deliver services, and improve the customer experience.
The ServiceNow platform enables enterprises to move from infrastructure-centric to service-centric businesses. They can use
ServiceNow as a single system of records for IT, automate manual tasks, standardize processes, consolidate legacy systems,
create custom applications and evolve the IT service model to service domains inside and outside the enterprise.
As the IT management division of Zoho Corporation, ManageEngine prioritizes flexible solutions that work for all businesses, regardless of size or budget.
ManageEngine crafts comprehensive IT management software with a focus on making your job easier. Our 120+ award-winning products and free tools cover everything your IT needs. From network and device management to security and service desk software, we're bringing IT together for an integrated, overarching approach to optimize your IT.
ManageEngine offers more than 60 enterprise IT management tools to help you manage all your IT operations, including networks, servers, applications, service desk, Active Directory, security, desktops, and mobile devices. And we've built our tools from the ground up with contextual integration to make sure you can manage IT together, too.
We want to make IT simple. And no, we don't mean limited functionality. We mean full functionality, everything you need, laid out simply in a UI that won't make you want to throw your computer at the wall. On top of that, our applications are easy to download, install, configure, and deploy with no third-party support services or help needed.
Our product philosophy is driven by you and we've built a strong, in-house R&D team to back that up. We have over 4,000 employees working around the clock to turn your product requests into realities, and we're all using ManageEngine, too. Our software licenses aren't limited by the size of your business or what your future looks like. We'll scale with you.
TITAN Technology Partners is a global outsourcing firm, providing industry specific strategy, consulting, training and outsourcing solutions. Our firm is designed and committed to providing our clients innovative offerings that will serve as an essential element of their business model and operational execution. We prefer to start with strategy, or at least sound planning, and then build, train and manage the information systems that run their business. We seek to reduce client cost and risk while operating at service levels that are continuously aligned with their business. Whether a critical software implementation project, a hosted/managed solution, training, business process outsourcing, or complete IT outsourcing, we believe we have emerged as an elite global provider of innovative industry solutions.
Jade Global is a closely aligned ServiceNow partner specializing in implementing ServiceNow IT Service Management solutions, implementations, and integrations.
Mind The Gap: Why IT Will Deliver a Great User Experience - Webinar SlidesRES
The first webinar in the Business Meets IT Webinar series. Join us as we take a look at not only why IT must deliver a great user experience in 2014, but give insight on how this will be achieved.
Presented by RES Software founder and CTO Bob Janssen, and Chief Evangelist Sean Donahue.
Watch the full webinar with Bob and Sean including a live demo of the RES IT Store at http://ow.ly/tvEp9. There you can also find out more information about the Business Meets IT webinar series.
www.itstore.com
Data analytics tools help organizations derive insights from vast amounts of data, enabling informed decision-making, identifying trends and patterns, personalizing customer experiences, optimizing processes, and driving innovation and competitive advantage.
Implement ServiceNow ITSM to automate your IT workflows.pdfAelum Consulting
ServiceNow ITSM (IT Service Management) systems smoothly manage all incidents, changes, and requests. Through adaptability to the future cloud-centric, process-based, and silo-busting ITSM options, companies can gain complete control over all operational parts of their IT operations. It improves your IT organization's operating model. You get a faultless customer experience at lower costs, in response to a versatile and expandable solution that performs better and quicker, with a far shorter time to solve.
Similar to JIRA Service Desk + ChatOps Webinar Deck (20)
Field Employee Tracking System| MiTrack App| Best Employee Tracking Solution|...informapgpstrackings
Keep tabs on your field staff effortlessly with Informap Technology Centre LLC. Real-time tracking, task assignment, and smart features for efficient management. Request a live demo today!
For more details, visit us : https://informapuae.com/field-staff-tracking/
Understanding Globus Data Transfers with NetSageGlobus
NetSage is an open privacy-aware network measurement, analysis, and visualization service designed to help end-users visualize and reason about large data transfers. NetSage traditionally has used a combination of passive measurements, including SNMP and flow data, as well as active measurements, mainly perfSONAR, to provide longitudinal network performance data visualization. It has been deployed by dozens of networks world wide, and is supported domestically by the Engagement and Performance Operations Center (EPOC), NSF #2328479. We have recently expanded the NetSage data sources to include logs for Globus data transfers, following the same privacy-preserving approach as for Flow data. Using the logs for the Texas Advanced Computing Center (TACC) as an example, this talk will walk through several different example use cases that NetSage can answer, including: Who is using Globus to share data with my institution, and what kind of performance are they able to achieve? How many transfers has Globus supported for us? Which sites are we sharing the most data with, and how is that changing over time? How is my site using Globus to move data internally, and what kind of performance do we see for those transfers? What percentage of data transfers at my institution used Globus, and how did the overall data transfer performance compare to the Globus users?
Innovating Inference - Remote Triggering of Large Language Models on HPC Clus...Globus
Large Language Models (LLMs) are currently the center of attention in the tech world, particularly for their potential to advance research. In this presentation, we'll explore a straightforward and effective method for quickly initiating inference runs on supercomputers using the vLLM tool with Globus Compute, specifically on the Polaris system at ALCF. We'll begin by briefly discussing the popularity and applications of LLMs in various fields. Following this, we will introduce the vLLM tool, and explain how it integrates with Globus Compute to efficiently manage LLM operations on Polaris. Attendees will learn the practical aspects of setting up and remotely triggering LLMs from local machines, focusing on ease of use and efficiency. This talk is ideal for researchers and practitioners looking to leverage the power of LLMs in their work, offering a clear guide to harnessing supercomputing resources for quick and effective LLM inference.
In 2015, I used to write extensions for Joomla, WordPress, phpBB3, etc and I ...Juraj Vysvader
In 2015, I used to write extensions for Joomla, WordPress, phpBB3, etc and I didn't get rich from it but it did have 63K downloads (powered possible tens of thousands of websites).
TROUBLESHOOTING 9 TYPES OF OUTOFMEMORYERRORTier1 app
Even though at surface level ‘java.lang.OutOfMemoryError’ appears as one single error; underlyingly there are 9 types of OutOfMemoryError. Each type of OutOfMemoryError has different causes, diagnosis approaches and solutions. This session equips you with the knowledge, tools, and techniques needed to troubleshoot and conquer OutOfMemoryError in all its forms, ensuring smoother, more efficient Java applications.
Paketo Buildpacks : la meilleure façon de construire des images OCI? DevopsDa...Anthony Dahanne
Les Buildpacks existent depuis plus de 10 ans ! D’abord, ils étaient utilisés pour détecter et construire une application avant de la déployer sur certains PaaS. Ensuite, nous avons pu créer des images Docker (OCI) avec leur dernière génération, les Cloud Native Buildpacks (CNCF en incubation). Sont-ils une bonne alternative au Dockerfile ? Que sont les buildpacks Paketo ? Quelles communautés les soutiennent et comment ?
Venez le découvrir lors de cette session ignite
Navigating the Metaverse: A Journey into Virtual Evolution"Donna Lenk
Join us for an exploration of the Metaverse's evolution, where innovation meets imagination. Discover new dimensions of virtual events, engage with thought-provoking discussions, and witness the transformative power of digital realms."
Into the Box Keynote Day 2: Unveiling amazing updates and announcements for modern CFML developers! Get ready for exciting releases and updates on Ortus tools and products. Stay tuned for cutting-edge innovations designed to boost your productivity.
Prosigns: Transforming Business with Tailored Technology SolutionsProsigns
Unlocking Business Potential: Tailored Technology Solutions by Prosigns
Discover how Prosigns, a leading technology solutions provider, partners with businesses to drive innovation and success. Our presentation showcases our comprehensive range of services, including custom software development, web and mobile app development, AI & ML solutions, blockchain integration, DevOps services, and Microsoft Dynamics 365 support.
Custom Software Development: Prosigns specializes in creating bespoke software solutions that cater to your unique business needs. Our team of experts works closely with you to understand your requirements and deliver tailor-made software that enhances efficiency and drives growth.
Web and Mobile App Development: From responsive websites to intuitive mobile applications, Prosigns develops cutting-edge solutions that engage users and deliver seamless experiences across devices.
AI & ML Solutions: Harnessing the power of Artificial Intelligence and Machine Learning, Prosigns provides smart solutions that automate processes, provide valuable insights, and drive informed decision-making.
Blockchain Integration: Prosigns offers comprehensive blockchain solutions, including development, integration, and consulting services, enabling businesses to leverage blockchain technology for enhanced security, transparency, and efficiency.
DevOps Services: Prosigns' DevOps services streamline development and operations processes, ensuring faster and more reliable software delivery through automation and continuous integration.
Microsoft Dynamics 365 Support: Prosigns provides comprehensive support and maintenance services for Microsoft Dynamics 365, ensuring your system is always up-to-date, secure, and running smoothly.
Learn how our collaborative approach and dedication to excellence help businesses achieve their goals and stay ahead in today's digital landscape. From concept to deployment, Prosigns is your trusted partner for transforming ideas into reality and unlocking the full potential of your business.
Join us on a journey of innovation and growth. Let's partner for success with Prosigns.
Climate Science Flows: Enabling Petabyte-Scale Climate Analysis with the Eart...Globus
The Earth System Grid Federation (ESGF) is a global network of data servers that archives and distributes the planet’s largest collection of Earth system model output for thousands of climate and environmental scientists worldwide. Many of these petabyte-scale data archives are located in proximity to large high-performance computing (HPC) or cloud computing resources, but the primary workflow for data users consists of transferring data, and applying computations on a different system. As a part of the ESGF 2.0 US project (funded by the United States Department of Energy Office of Science), we developed pre-defined data workflows, which can be run on-demand, capable of applying many data reduction and data analysis to the large ESGF data archives, transferring only the resultant analysis (ex. visualizations, smaller data files). In this talk, we will showcase a few of these workflows, highlighting how Globus Flows can be used for petabyte-scale climate analysis.
In software engineering, the right architecture is essential for robust, scalable platforms. Wix has undergone a pivotal shift from event sourcing to a CRUD-based model for its microservices. This talk will chart the course of this pivotal journey.
Event sourcing, which records state changes as immutable events, provided robust auditing and "time travel" debugging for Wix Stores' microservices. Despite its benefits, the complexity it introduced in state management slowed development. Wix responded by adopting a simpler, unified CRUD model. This talk will explore the challenges of event sourcing and the advantages of Wix's new "CRUD on steroids" approach, which streamlines API integration and domain event management while preserving data integrity and system resilience.
Participants will gain valuable insights into Wix's strategies for ensuring atomicity in database updates and event production, as well as caching, materialization, and performance optimization techniques within a distributed system.
Join us to discover how Wix has mastered the art of balancing simplicity and extensibility, and learn how the re-adoption of the modest CRUD has turbocharged their development velocity, resilience, and scalability in a high-growth environment.
How to Position Your Globus Data Portal for Success Ten Good PracticesGlobus
Science gateways allow science and engineering communities to access shared data, software, computing services, and instruments. Science gateways have gained a lot of traction in the last twenty years, as evidenced by projects such as the Science Gateways Community Institute (SGCI) and the Center of Excellence on Science Gateways (SGX3) in the US, The Australian Research Data Commons (ARDC) and its platforms in Australia, and the projects around Virtual Research Environments in Europe. A few mature frameworks have evolved with their different strengths and foci and have been taken up by a larger community such as the Globus Data Portal, Hubzero, Tapis, and Galaxy. However, even when gateways are built on successful frameworks, they continue to face the challenges of ongoing maintenance costs and how to meet the ever-expanding needs of the community they serve with enhanced features. It is not uncommon that gateways with compelling use cases are nonetheless unable to get past the prototype phase and become a full production service, or if they do, they don't survive more than a couple of years. While there is no guaranteed pathway to success, it seems likely that for any gateway there is a need for a strong community and/or solid funding streams to create and sustain its success. With over twenty years of examples to draw from, this presentation goes into detail for ten factors common to successful and enduring gateways that effectively serve as best practices for any new or developing gateway.
Unleash Unlimited Potential with One-Time Purchase
BoxLang is more than just a language; it's a community. By choosing a Visionary License, you're not just investing in your success, you're actively contributing to the ongoing development and support of BoxLang.
Listen to the keynote address and hear about the latest developments from Rachana Ananthakrishnan and Ian Foster who review the updates to the Globus Platform and Service, and the relevance of Globus to the scientific community as an automation platform to accelerate scientific discovery.
Experience our free, in-depth three-part Tendenci Platform Corporate Membership Management workshop series! In Session 1 on May 14th, 2024, we began with an Introduction and Setup, mastering the configuration of your Corporate Membership Module settings to establish membership types, applications, and more. Then, on May 16th, 2024, in Session 2, we focused on binding individual members to a Corporate Membership and Corporate Reps, teaching you how to add individual members and assign Corporate Representatives to manage dues, renewals, and associated members. Finally, on May 28th, 2024, in Session 3, we covered questions and concerns, addressing any queries or issues you may have.
For more Tendenci AMS events, check out www.tendenci.com/events
SOCRadar Research Team: Latest Activities of IntelBrokerSOCRadar
The European Union Agency for Law Enforcement Cooperation (Europol) has suffered an alleged data breach after a notorious threat actor claimed to have exfiltrated data from its systems. Infamous data leaker IntelBroker posted on the even more infamous BreachForums hacking forum, saying that Europol suffered a data breach this month.
The alleged breach affected Europol agencies CCSE, EC3, Europol Platform for Experts, Law Enforcement Forum, and SIRIUS. Infiltration of these entities can disrupt ongoing investigations and compromise sensitive intelligence shared among international law enforcement agencies.
However, this is neither the first nor the last activity of IntekBroker. We have compiled for you what happened in the last few days. To track such hacker activities on dark web sources like hacker forums, private Telegram channels, and other hidden platforms where cyber threats often originate, you can check SOCRadar’s Dark Web News.
Stay Informed on Threat Actors’ Activity on the Dark Web with SOCRadar!
Code reviews are vital for ensuring good code quality. They serve as one of our last lines of defense against bugs and subpar code reaching production.
Yet, they often turn into annoying tasks riddled with frustration, hostility, unclear feedback and lack of standards. How can we improve this crucial process?
In this session we will cover:
- The Art of Effective Code Reviews
- Streamlining the Review Process
- Elevating Reviews with Automated Tools
By the end of this presentation, you'll have the knowledge on how to organize and improve your code review proces
We describe the deployment and use of Globus Compute for remote computation. This content is aimed at researchers who wish to compute on remote resources using a unified programming interface, as well as system administrators who will deploy and operate Globus Compute services on their research computing infrastructure.
4. IT team
“30% of organizations have moved ticket resolution
closer to the service desk, reducing escalations when
possible”
“67% wanted to provide a better customer
experience.”*
* Top reason why organizations are changing Service
Desks
Source: HDI, “Service Management, Not Just for IT Anymore”,
2014
There is a growing demand for quality service between users and IT.There is a growing demand for quality service between users and IT.
2014 Service Management2014 Service Management
StudyStudy
2014 Service Management2014 Service Management
StudyStudy
IT's Challenge To Deliver Better Customer
Experience
“91% of end-users say they prefer self-service”
5. IT and
Dev
IT not aligned with
dev
realizing the value of agile dev
methods
Dev adopting agile
working in separate tools
Organizational Silos
IT and development processes
are not aligned
IT Dev
Sources: Puppet Labs, “2015 State of DevOps Reports”, 2015
W
A
L
L
6. We understand the challenges facing
IT
Business teams
IT teams
Dev teams
7. Better together
Business teams IT teams Dev team
Deliver end-to-end IT service management that's fast and agile for your organization
8. 8
Service Management softwareService Management software
Designed on JIRA and purpose built for IT and serviceDesigned on JIRA and purpose built for IT and service
teamsteams
IT
9. Simple self-serviceSimple self-serviceSimple self-serviceSimple self-service
Integrated knowledgeIntegrated knowledgeIntegrated knowledgeIntegrated knowledge
ITIL workflowsITIL workflowsITIL workflowsITIL workflows
Streamlined ticket managementStreamlined ticket managementStreamlined ticket managementStreamlined ticket management
Real-Time collaborationReal-Time collaborationReal-Time collaborationReal-Time collaboration
Powerful SLAs and ReportingPowerful SLAs and ReportingPowerful SLAs and ReportingPowerful SLAs and Reporting
AutomationAutomationAutomationAutomation
Why IT teams love JIRA Service Desk
IT
?
10. Ease of access to all Service Desks
?
??
Make it easy
to find help!
17. Streamline service support with
automation
Choose pre-defined automation rules; or
Create custom rules to streamline processes
SLA due
Ticket status changes
System goes down
Email is received
Ticket is approved
Send reminder
Escalate ticket
Create a ticket
Change priority
Grant access
JIRA issue resolved Update Incident
19. Ease of setup
• Level One
• Level Two
• Level Two
• Level Two
• Level One
20. Big cool statistic
2,569
Add-Ons in Marketplace
Ease of setup - IT Service Desk with ITIL
workflows
Incident
Management
Problem
Management
Change
Management
Service Request
Management
ITIL
workflows
21. IT meets DevOps
In 2015 the percentage of IT teams
adopting DevOps (agile) passed 60%
Incident
Problem
Change
Bug
Code
Release
28. Why JIRA Service Desk?
A New Approach to Service Management
Super simple to useSuper simple to use
Focused on the end user and an experience they will loveFocused on the end user and an experience they will love
Super simple to useSuper simple to use
Focused on the end user and an experience they will loveFocused on the end user and an experience they will love
Affordable pricingAffordable pricing
JSD pricing is a win for customersJSD pricing is a win for customers
Affordable pricingAffordable pricing
JSD pricing is a win for customersJSD pricing is a win for customers
Single platform for your IT and Dev TeamsSingle platform for your IT and Dev Teams
Fully integrated with JIRA.Fully integrated with JIRA.
Single platform for your IT and Dev TeamsSingle platform for your IT and Dev Teams
Fully integrated with JIRA.Fully integrated with JIRA.
Flexibility IT and service teams loveFlexibility IT and service teams love
Easily adapt JIRA Service Desk to any support processEasily adapt JIRA Service Desk to any support process
Flexibility IT and service teams loveFlexibility IT and service teams love
Easily adapt JIRA Service Desk to any support processEasily adapt JIRA Service Desk to any support process
29. ChatOps
Place the tools in the
middle of the
conversation
Collaborate in real-
time
Lower MTTR
Leverage team
knowledge
30. • Automation on top of JSD features
• Improves SLA
• Creates a room & auto invites agents
• Marketplace release pending- JIRA add-on
+ Integratio
n
32. Thank you for attending!
Q&A SessionQ&A SessionQ&A SessionQ&A Session
Addteq.com
1-888-9ADDTEQ
Editor's Notes
Today we’ll consider some trends impacting IT teams and consider ways they can leverage JIRA Service Desk & ChatOps practices to better align with development teams. We’ll look at the key features that IT and service teams love, share a brief JIRA Service Desk demo and then get into ChatOps and the integration between HipChat and JIRA Service Desk.
We want you to see how JIRA Service Desk plays an important role in revolutionizing the way you deliver service management to your organization.
When you zoom out, Atlassian’s products help teams Organize, Discuss and Complete work.
Many of you are very familiar with JIRA and use it to enable collaboration across each and every member of your development teams
JIRA helps development teams track issues, progress against activities, and manage their software development lifecycle.
Today we’ll focus on JIRA Service Desk and see how it can help your IT and service teams be more efficient in the support they provide.
Let’s take a closer look at the challenges that IT teams are facing.
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As we consider IT Teams we need to take into account the service management trends they are facing and look at how they might address them.
We’d like to highlight a few of these from a recent survey conducted by the Help Desk Institute (HDI). Their survey, ‘Service Management, Not Just for IT Anymore,’ looks at the evolution of Service Management inside and outside of IT. It’s important we consider these types of trends if we want to transform the way IT delivers service support.
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We’ll first consider some of the challenges from the business perspective and then look at the needs of Dev teams.
Consumerization of technology is changing the user’s expectations of IT services. CLICK
HDI found that 91% of end-users prefer self-service. They want a method that makes it easy to ask for help and get updates.
The HDI study shows that organizations switch their Service Desks because they want a better customer experience. CLICK
67% of customers stated ‘Wanting to provide a better customer experience.’ as a top priority
The Service Desk is the face of IT. Today, customers want service fast and IT teams are fighting for resources. Most corporate service desks today have confusing designs, lots of technical jargon that the user must figure out for themselves, and long forms to fill out for everyday customer service.
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This study also confirms that 30% of IT organizations want to move ticket resolution closer to the service desk to reduce escalations and improve service support quality.
We also need to understand the challenges IT teams encounter when supporting Dev teams. Dev teams are normally an extension of IT but often times, we find IT isn’t aligned with the same dev practices. This is mainly due to silos of organizational structure and the difference of processes between them. We also find these teams work in different tools, so it makes it very difficult to track issues and problems across both of the teams.
As Atlassian Platinum partners we understand the importance and the need to better align IT organizations with business and Development teams. Today we are going to look at ways an IT organization can begin the journey to seek better alignment and deliver better service to all of their customers.
JIRA Service Desk provides IT teams with a fast and agile way to deliver IT Service Management. This places them on the same playing field as Business and Development teams. Maybe it’s time to re-imagine the possibilities with all teams working in the same JIRA ecosystem.
They can collaborate in real-time to solve issues faster. One click, and they are able to link an Incident or Problem to a JIRA issue the development team is already working on. They also have immediate access and updates of the latest releases the dev team is working on. They are able to deliver greater value to the business with amazing self service.
Built on the JIRA platform, JIRA Service Desk is a new type of Service Management software that we believe your IT agents and employees, will actually love to use.
It’s purpose, solely built, to fit their needs.
JIRA Service Desk is a service management software that’s simple to use and configure but smart under the hood to meet the needs of an IT organization.
It leverages the power of JIRA, providing them with everything they need out of the box for incident, change and problem management. With JIRA Service Desk, employees find an easy way to ask for help and IT agents, a fast way to resolve incidents.
IT and service teams LOVE JIRA Service Desk. Here’s why.
Simple self-service with a Consumer grade UI, that users love and IT teams find easy to deploy.
Integrated knowledge that makes it easy for users to ask questions and find answers.
IT teams can deploy a Service Desk that has ITIL workflows right out of the box.
JIRA Service Desk streamlines ticket management, making it easy for IT teams to stay on top of their work
Collaboration is an important part of the support process and JIRA Service Desk has it fully integrated for real-time collaboration across all teams.
Powerful SLAs and reporting right out of the box to provide valuable insights from day one.
JIRA Service Desk provides powerful Automation to streamline repetitive tasks or to notify the team about important conditions.
A service desk project comes with a customizable customer-facing site (what we call, the customer portal) where your service desk customers can submit and track requests.
Customer portals for multiple service desk projects can be accessed from a single global help center.
The Global Help Center makes it easy for users to search for and find the help they need.
With just one URL to provide, they can quickly search and find the right service desk to address their issue or question.
Users love the simplicity of self-service and JIRA Service Desk makes it easy for an administrator to configure and deploy self-service.
Service Desk makes it very easy for users to submit a New Service Request <click>
As a user looking for support, the last thing you’d want to do is fill out a form that requires a checklist of information. JIRA Service Desk makes it possible for users to complete a service request. A simple and fast form to fill out to start the request process. Give users a simple request form in a language that make sense to them; they’ll love you for it. How beautiful is that? Only two fields for a hardware request make it effortless.
Confluence is the best way to build your team’s knowledge and JIRA Service Desk puts that knowledge to work. With the self-serve customer portal, you can help customers help themselves by putting answers directly at their fingertips. Technical teams are busy and as much as they might smile when they help, they probably don’t love answering the same questions over and over again. “How can I configure my Google calendar” or “How can configure my wifi access”
By documenting in Confluence, these questions could easily be put into a How-to style knowledge article. With the portal, before asking for help, business users can access information they might need to inform their request, and even self-serve easy requests without filling up a technical user’s backlog.
Why self-service?
According to Forrester Research, manned support can cost up to $12 per contact, while self-service solves problems at 10 cents or less. That’s 120 times more cost-effective. And as your organization grows, self-service keeps driving costs down. It not only benefits your team, but customers prefer it.
In fact, 91% of customers say they prefer self-service, if it were available and tailored to their needs. Self-service isn’t a new concept, either. We see it in our everyday lives, from buying airline flights to using an ATM. There has never been a better time to start building a self-service culture at your organization
When a user fills out a request Confluence automatically searches for a correlating knowledge base in the background CLICK and presents relative knowledge articles on the right side of the screen.
Let’s focus on the IT team and what JIRA Service Desk provides for them, to streamline their support processes.
IT teams will find it easy to get their work done and stay ahead of issues before they become major problems.
<click> The sidebar navigation makes it simple to navigate and, to focus on what matters the most, for your IT and service teams. <click>
Everything is within a single click: your customers, queues, SLAs, reports and more, all within one click. <click>
SLAs are an important focus for IT teams wanting to improve the delivery of their service management. That’s why JIRA Service Desk comes with powerful built-in SLA management that makes it easy to configure what you need. So easy, in fact, that you can do it, in under a minute.
When you create a new project, JIRA Service Desk will automatically start recording the Time to Resolution metrics so you can track how your team is performing. You can quickly add other SLAs like, time to first response or time waiting for support.
JIRA Service Desk’s powerful rules engine, automatically applies SLA targets, as requests enter the queue. SLA displays also make it easy to know how much time is remaining.
Be Proactive and keep your eye on the clock
Signaling is important. If you were driving and traffic lights were going from green to red without any warning, accidents would be inevitable.
With JIRA Service Desk, you can be proactive, not reactive. SLA timers help you visualize just how much time you have left, so you can keep track of what needs to get done. Simple color coding makes it easy to visualize what can wait versus what needs to be worked on right away.
JIRA Service Desk’s easy-to-read displays will prevent you from breaching your SLA rather than spending time managing SLA violations
JIRA Service Desk offers an intelligent engine under the hood that automates common tasks and knows the next step so you don’t have to. Automation is the #1 key initiative for many IT teams. Automation in JIRA Service Desk has been built from the ground up with pluggability in mind: from adding SMS notifications after certain actions, to integrating with external systems via REST calls, the possibilities for extensions are endless.
With a simple, intuitive UI, the automation engine performs actions based on specific events and conditions defined by you. Create action-based rules to do things such as update your customers and notify your team about issues that are about to breach SLA, send a reminder or add important comments to a ticket.
Whether you find your team stuck completing repetitive tasks or missing important requests, you can use automation to stay on top of your work. The automation rules perform actions based on specific events and conditions. Out of the box, we’ll provide a handful of automation rules to help you boost productivity and burn down the queue. More importantly, JSD gives you the ability to write your own rules without needing to learn a new programming language.
Writing a custom automation rule is as easy as 1, 2, 3. First, decide the event that triggers this rule in the “WHEN” box, such as when a ticket is created. Second, add one or more conditions to the “IF” box. For example, this automation rule will act upon all tickets when the priority is set as “High” or if the issue type is set as “Fault.” Finally, select the action that will occur when the “IF” condition is met, such as notify the Admin. That’s it!
With the addition of Project Types in JIRA 7 we now make it easier to choose the type of Service Desk you want to create. Basic Service Desks provide simple workflows for tracking and solving issues. We also include the IT Service Desk project type that provides the ITSM workflows an IT organization needs.
As you can see, this is a great new feature for future developers to add their own custom project types for customers to leverage.
The basic service desk is a good choice for projects where basic workflow is needed and you need to track issues requests like access, faults purchasing and IT help. It’s a great project type for teams just getting started, simple and streamlined workflows that can be tailored to meet the needs of the team.
<click> According to the 2015 DevOps report from Puppet Labs the percentage of IT teams adopting DevOps (agile) passed 60%
What exactly is DevOps?
DevOps is a software development methodology that is focused on continues delivery of software. It’s leveraging the best practices of agile development and streamlining the deployment portion of the process. It is also impacting the way the IT teams support software teams. DevOps emphasizes the roles of both software developers and other information-technology (IT) professionals collaborating together to achieve a more efficient means of development.
This report shows that teams that adopt DevOps methodology realize some valuable and interesting results.
deploy code 30x more frequently than peers
encounter 60% fewer failed deployments
168x faster mean time to recover (MTTR)
What if the IT team receives multiple tickets that all seem related? How can these incidents be linked to bigger software problems? In JIRA Service Desk, agents can identify bugs based on incidents and can easily loop in a developer on the ticket itself. The developer can then create an issue in the JIRA development project. Once these issues are linked, the status of the issue can be seen in the service desk ticket.
Also Developers and IT agents can discuss the issue with @mentions in a single comment thread, establishing a clear communication channel between the two teams.
How do common requests become new features?
When the same enhancement request is submitted by multiple users, the IT agent can bring developers into the conversation with a simple @mention. Together, they can analyze the impact of the feature and ultimately, make it a priority for the development team. Once the change request becomes part of the JIRA development project, the IT agent can stay updated on its progress and communicate those updates to the users. With JIRA Service Desk, development teams get visibility on feedback and can provide software enhancements faster.
Let’s look at an Atlassian customer success story that illustrates the value of bringing IT and Dev, onto a common shared system and process.
Who is SkyScanner? Skyscanner compares millions of flights to find you the cheapest deal, fast.
They also compare and find the cheapest hotels and car rental for your next trip.
40 million users per month, 30 different languages available, Thousands of results per second, #1 flight search engine in Europe
‘The collaboration between dev and IT have improved 2x since we implemented both JIRA and JSD, meaning we're building better software.’ - Michael Hall - Business Tools Team Lead
From the Executive team: "JSD has made a world of difference to how we work” & ”JSD has revolutionized how we do IT. “
Teams of all shapes and sizes have been using JIRA Service Desk to give their customers the best service experience.
More than 15,000 teams are using JIRA Service Desk. From small and medium sized teams to larger enterprises, they love the fast adaptability that JIRA Service Desk offers.
Your team can start out with a cloud or server instance that meets your needs. If you have a team larger than 4 you are looking at the low price of just 20 dollars per agent per month.
Customers love the JIRA Service Desk pricing because it doesn’t break the IT budget.
JIRA Service Desk pricing, you’ll find it’s simplified because all you need to purchase is a license for the number of agents. If you are interested in pricing, please contact Addteq to discuss your team’s needs.
The JIRA Service Desk Data Center deployment option is designed for high availability and performance at scale when hosting our applications in your own data center.
Let us know if your interested in learning more about this option if performance and scale for a larger organization are on your requirements list.
We want to leave you with four key take aways about JIRA Service Desk. Hopefully you saw that JIRA Service Desk is super simple to use. Both customers and IT teams love it!
JIRA Service Desk offers great flexibility with meeting the needs of your IT and service teams. It offers an agile approach for adopting the support processes that teams follow. And customers that have implemented JIRA Service Desk appreciate how quickly they can deploy it.
JIRA Service Desk brings IT and Dev teams using JIRA closer together. Since both teams operate out of a single fully integrated platform they realize greater coordination and work efficiently on day one.
Finally the affordable pricing is a huge win. They receive a service desk solution that meets the needs of their teams and does not break the budget.
Communication between team members is a critical factor to ensuring they are productive and successful. The old way of exchanging email messages about critical issues is not efficient and feels a lot like a game of ping-pong.
Today’s IT and service teams need communication tools that make collaboration easy.
So what exactly is ChatOps?
ChatOps is an evolving standard that focuses on streamlining communication for teams by placing the primary communication tools in the middle of the conversation. They need ways they can collaborate in real-time where they can leverage the team knowledge to respond to issues and reduce the time it takes to resolve them.
Addteq has plans to release a new JIRA add-on that will take JIRA Service Desk and ChatOps integration to a whole new level. Automation of critical issues is extremely important. Now, once a blocker issue is created by a user, a new chat room is created and automatically invites the coordinating agents. This in turn, improves SLA’s!
The participants in a chat can be customized to the specific team members you want to handle critical issues.
Now we will begin a short live demo of all of the features we have just discussed plus a demo of JSD & HipChat used together! I will now turn the table over to Himanshu Chhetri who will be performing the demo and who will explain to you a bit more about Addteq’s pending HipChat + JSD integration add-on for JIRA.
Thank you for attending today’s webinar to learn more about JIRA Service Desk & ChatOps!
A quick note before we will start Q&A, in the handouts section of this webinar I have added some information regarding JIRA Service Desk. Please help yourself to those pieces of collateral. This webinar is also being recorded so if anyone would like a copy, please let me know in the chat. Also, please be sure to follow Addteq on LinkedIn, Facebook and Twitter for more information regarding Atlassian products and services!
Please welcome again Himanshu Chhetri who will be assisting in answering your questions.
Just type any questions in the chat on the right and we will answer all questions in the order in which they are received.