Speed and efficiency. They're focal points for every business discipline and Business Operations & Support is no exception. These teams must be on the lookout for the next generation of tools and technology to scale & streamline operations and to stay competitive. Join us as we discuss with Drew West of The Trade Desk how to integrate and automate business rules into service requests using the Atlassian ecosystem to drive better efficiencies and business value. You'll come away with a solid understanding of how to build, grow, and maintain a successful service operations team.
10 Safe Essential Elements to Achieve the Benefits of SAFeCprime
This presentation explores what could happen as the Agile Release Train progresses with each later Program Increment. You will learn how to keep the train on the tracks with 10 essentials of SAFe, so you can achieve the full benefits of SAFe.
You've heard about how SAFe is the de facto standard in scaling agile across enterprises around the world. But what's in it for you? How do you become a SAFe Program Consultant (SPC) and a leader and practitioner in the SAFe revolution? Listen in as we explore how the SPC certification can turbo-charge your career to new levels and open new opportunities for you! We'll talk about the process of becoming an SPC and how you can create value to your enterprise and various industries.
5 Leading Challenges Facing PMOs – And How Agile Program Management Changes t...Cprime
Join cPrime Agile Coach, Brian Mulconrey, and Tasktop Business Analyst, Rebecca Dobbin, as they present why leading program and project management officers are learning to love agile program management. You'll leave this session having received easy to implement tips for tackling scope changes, impossible deadlines, poor communication, lack of accountability, and poor risk management.
The Agile Enterprise: The Role of Leadership & Organization Health in Scaling...Cprime
The Agile Enterprise is nimble and robust. Responsive to an ever-changing, high-speed marketplace, it anticipates customer needs and wants. Its capacity for innovation delights customers and employees alike. Implementing agile for software development is vital and not enough for full-scale agility. At scale, a company needs to be agile-informed in its purpose, structure, processes and culture. This allows it to use business agility—a shared understanding that generates a new way of thinking, working and delivering value—as a competitive advantage. The organizational health essential to enterprise agility occurs by intentional design: a top-down commitment to embody transformational leadership. In this webinar, you’ll learn:
· The two key, complementary value cycles that constitute Enterprise Agility
· Why the Agile Enterprise depends on Transformational Leadership
· The four organizational disciplines of the Agile Enterprise
Horse Before the Cart - An Outcome-Oriented Approach to SAFe® Transformations...Agile Velocity
In this workshop at Agile2019, Mike Hall shared an outcome-oriented approach to a scaled agile transformation. Instead of starting with the framework, Mike starts with a business objective. Attendees explored what agile outcomes will influence an organization towards a certain business objective. And collaboratively built a capability model within these outcomes to drive improvement. Then, attendees used SAFe® constructs to realize the capabilities in order to achieve the desired business objective.
10 Safe Essential Elements to Achieve the Benefits of SAFeCprime
This presentation explores what could happen as the Agile Release Train progresses with each later Program Increment. You will learn how to keep the train on the tracks with 10 essentials of SAFe, so you can achieve the full benefits of SAFe.
You've heard about how SAFe is the de facto standard in scaling agile across enterprises around the world. But what's in it for you? How do you become a SAFe Program Consultant (SPC) and a leader and practitioner in the SAFe revolution? Listen in as we explore how the SPC certification can turbo-charge your career to new levels and open new opportunities for you! We'll talk about the process of becoming an SPC and how you can create value to your enterprise and various industries.
5 Leading Challenges Facing PMOs – And How Agile Program Management Changes t...Cprime
Join cPrime Agile Coach, Brian Mulconrey, and Tasktop Business Analyst, Rebecca Dobbin, as they present why leading program and project management officers are learning to love agile program management. You'll leave this session having received easy to implement tips for tackling scope changes, impossible deadlines, poor communication, lack of accountability, and poor risk management.
The Agile Enterprise: The Role of Leadership & Organization Health in Scaling...Cprime
The Agile Enterprise is nimble and robust. Responsive to an ever-changing, high-speed marketplace, it anticipates customer needs and wants. Its capacity for innovation delights customers and employees alike. Implementing agile for software development is vital and not enough for full-scale agility. At scale, a company needs to be agile-informed in its purpose, structure, processes and culture. This allows it to use business agility—a shared understanding that generates a new way of thinking, working and delivering value—as a competitive advantage. The organizational health essential to enterprise agility occurs by intentional design: a top-down commitment to embody transformational leadership. In this webinar, you’ll learn:
· The two key, complementary value cycles that constitute Enterprise Agility
· Why the Agile Enterprise depends on Transformational Leadership
· The four organizational disciplines of the Agile Enterprise
Horse Before the Cart - An Outcome-Oriented Approach to SAFe® Transformations...Agile Velocity
In this workshop at Agile2019, Mike Hall shared an outcome-oriented approach to a scaled agile transformation. Instead of starting with the framework, Mike starts with a business objective. Attendees explored what agile outcomes will influence an organization towards a certain business objective. And collaboratively built a capability model within these outcomes to drive improvement. Then, attendees used SAFe® constructs to realize the capabilities in order to achieve the desired business objective.
So you are considering going agile, huh? Your biggest question is probably "where do I start"? This session will help you answer that question and get you started down the road to agility . Mike will explore how to choose your first project and ensure that the pilot team is setup for success. He will talk through common organizational challenges and show you how to overcome them. You'll leave this talk with the knowledge necessary to get your first team going while laying the foundation to build on that success.
Most Agile adoptions put emphasis on training team members or specific roles. Having a group of “agile” teams does not provide the holistic change that is required within an organization looking to improve by adopting Agile, Scrum or Lean practices.Organizational Agility requires culture and paradigm shifts, changing the way work is approached, tackling impediments that are transparently exposed and in many cases, restructuring. Many organization leaders and managers say “this sounds great but where do I get started”? Join us for this session on how leaders can pragmatically begin the shift from traditional management to Agile management, enabling self-organization and becoming designers of the new environments that many organizations need to create in order for a successful Agile transformation.
Successful Agile Transformation - The NCS StoryNUS-ISS
Presented by Mr Lee Chee Yong, Agile Practice Lead of NCS Agile Competency Centre at ISS Seminar - Agile Software Development: Swift and the Shift on 18 July 2014.
Abstract:
More and more organizations are realizing that in order to achieve business agility they need to go beyond implementing agile in specific teams/projects. Real agility requires scaling agile to the program/portfolio/enterprise level. In this session we will explore the options organizations have when looking to scale agile, with an emphasis on SAFe(tm) - the Scaled Agile Framework - one of the most popular options these days.
Learning Objectives:
• When does it make sense to Scale Agile
• What are the leading scaling approaches
• An introduction to SAFe's Big Picture and implementation configurations
• How to implement SAFe - The Implementation Roadmap
• Typical Results of implementing SAFe
• Key risks/red flags to be aware of when implementing SAFe
Showcase Webinar: Mapping Business Outcomes to SAFe with Mike HallAgile Velocity
Are you considering SAFe (Scaled Agile Framework)? Have you begun your SAFe implementation but are not seeing the promised business results? This webinar discusses how to ensure your desired business outcomes are achieved using SAFe. It explains the missing “connective tissue” that ties your business objectives to the underlying framework.
Mike Hall is an experienced Agile Coach specializing in scaling Agile and lean economics. He has led several large SAFe transformations and is an experienced SAFe trainer.
How to Leverage SAFe 5.0 for Your Enterprise Cloud StrategyCprime
Webinar on Demand: https://www.cprime.com/resource/webinars/how-to-leverage-safe-5-0-for-your-enterprise-cloud-strategy/
Check out Cprime's Cloud Strategy offerings: https://www.cprime.com/cloud/cloud-adoption-and-roadmapping/
Have you incorporated Cloud strategy into your SAFe transformation yet? Does your organization truly have a strategy to integrate Cloud Technologies with your Agile and DevSecOps approach? How about your data? Do you have a solid plan for how to access, govern, and monetize it?
This session will explore key aspects of Cloud, DevSecOps, and Data Strategy and cover how SAFe 5.0 helps organizations combine them into a centralized and coherent strategy, while decentralizing the execution and successful implementation of these strategic initiatives.
Join Ken France, VP, Scaled Agility at Cprime, and Sanjeev Sharma, Analyst and Consultant (sdarchitectconsulting.com) and author of "The DevOps Adoption Playbook," as we:
*Explore key components of Cloud, DevSecOps and Data Strategies.
*Illustrate how to leverage SAFe 5.0 to develop coherent enterprise strategy that’s effectively implemented.
*Examine key technical practices, across the SAFe 5.0 framework, that allow you to effectively execute your strategy.
Scrum works best with small teams that work to deliver software that is prioritized by the team backlog. It is then built-in iterative models with sprints by having the highest priority items implemented first. But when it comes to managing large organizations, a Scaled Agile Framework is adopted. Scaled Agile Framework, also known as SAFe, is an enterprise-scale development framework, developed by methodologist Dean Leffingwell. It uses a combination of existing lean and agile principles and combines them into a templated framework for large-scale projects. In the session, we are going to know why we should scale and we are going to talk about different scaling framework and in the end, we are going to talk more about SAFe.
Every large enterprise needs to manage portfolios of business initiatives. Portfolio Management encompasses
• The formulation of initiatives, and the assessment of their value, effort, and Return on Investment
• The approval and scheduling of initiatives
• The evaluation of the status of ongoing initiatives
• The decision to continue or terminate an ongoing initiative
This webinar will provide guidance on effective ways to conduct Portfolio Management, using our concepts of Agile Governance to simplify and expedite the key decisions. These techniques can applied for Agile, hybrid, and classic plan-driven processes.
Do you have highly functional scrum teams but are wondering how to get them to work in sync with each other, or wondering how get "start-up" efficiency in a large enterprise? Or maybe you just heard that the Scaled Agile Framework for the Enterprise (SAFe®) is gaining traction and you want to find out more about it. Before the year is out, we want to give you a primer on SAFe, so you can decide if it should be on your list of resolutions for the new year!
We continue to see that Agile and Scrum deliver value and are catching the eyes of leadership individuals. But how does a large enterprise thrive with a Scrum framework that was made for 5-9 individuals? SAFe has garnered a lot of attention as a potential framework for enterprises with large product teams (5 or more scrum teams on a product line). It calls for the overall alignment throughout the organization so that the Scrum teams making up a large product development team can deliver valuable, high quality product increments with transparency and technical excellence. The program execution is achieved by leveraging the existing Scrum Team practices and interfacing with the higher Program and Portfolio layers in the organization.
cPrime SAFe coach, Sri will provide an overview of the SAFe framework and show why it appeals not only to the engineers and architects, but also to the product management, customer support and the executive team.
Agile Center of Excellence : Presented by Rahul Sudame oGuild .
When any organization plans to move to Agile methodology, it needs to plan multiple initiatives for successful transition. One of the important initiative would be building an Agile Center of Excellence, a team which would support for consistency of Agile implementation across the organization. The Agile CoE we built worked on multiple aspects such as:
Defining organization-wide Agile methodology, tailoring it as per organization environment if required.
Build knowledge of Agile across the organization.
Supporting the team members with any ongoing queries.
Support in building required Tools and Templates required implementing Agile.
Assessing Agile implementation of different projects, identifying any gaps or improvement areas.
This session covered practical experience of how we built a successful Center of Excellence, which become a big enabler for successful Agile transformation.
Assessing Your Agile Marketing Maturity LevelYuval Yeret
Why assess the level of Agile Marketing? Teams, Managers and Coaches can quickly evaluate the current capability of a team/group, in order to:
See how the capability measures against the recommended level for benefiting from marketing agility
Guide the team/group on what to improve next
See, over time, the evolution of agility (positive or negative trend)
See the impact of the team/group improvement work
See the impact of organizational/structural changes that are outside the team/group’s control (costs reductions, distributed, etc.)
Motivate! Get acheivements and recognition for reaching higher agility levels (Emphasize intrinsic motivation!)
Contact AgileSparks at http://www.agilesparks.com/services/agile-marketing for a downloadable version (and an excel sheet coming soon!)
Building Your SAFe Implementation StrategyAlex Yakyma
In this presentation, Alex Yakyma will talk about practical aspects of SAFe rollouts in large Value Streams and Portfolios. Alex will provide numerous examples and practical advice to leaders and change agents that are about to start or are in the middle of their SAFe rollout.
Comparing Ways to Scale Agile at Agile Product and Project Manager MeetupBernd Schiffer
Session "Comparing Ways to Scale Agile" at the Agile Product and Project Manager Meetup in Melbourne, Australia.
These days organisations are looking for support to scale their Agile environment. There’s a difference between having one Agile team on its own, or to have several Agile teams providing value to the customer and interacting with each other.
This session will give an overview and comparison of all the different Agile scaling approaches out there, i.e.:
* Scaled Agile Framework (SAFe)
* Evidence-Based Management (EBMgt)
* Disciplined Agile Delivery (DAD)
* Enterprise Transition Framework (ETF)
* Large-Scale Scrum (LeSS)
* ScALeD Agile Lean Development
* Scaling Agile @ Spotify (SA@S)
* Product Development Flow by Reinertsen (PDFbyR)
Scrum Teams work best when they collaborate with their product owners to continually refine their backlogs. This is, of course, easier to do when teams are small and collocated. In this webinar, Luke Hohmann, from Conteneo, will present a collection of frameworks that support product owners and Scrum Teams working together to refine backlogs in large and/or distributed teams.
Essential SAFe® 4.0 is a subset of big picture SAFe 4.0 framework. It is good starting point for self-learners. This slideshow cover essential aspects of SAFe framework.
It is a primer to Scaled Agile Framework.
Scaled Agile Framework, SAFe, has been adopted by organizations of domain ranging from finance, logistics, insurance and government. SAFe provides a framework to apply Lean and Agile practices at an enterprise level. But why use SAFe? In this interactive session based on Rishi Chaddha, SAFe consultant, experience in implementing SAFe in big financial institute. Going beyond the theory we will talk about the challenges faced when implementing SAFe in portfolio which includes hundred of people distributed worldwide. Each initiative in the portfolio can be worth from few thousand of dollars to millions of dollars. The talk will cover both the good and the bad and will show how to practically start SAFe transformation.
This is the talk I am doing at the 2010 SQE Better Software/Agile Development Practices Conference in Vegas this week. Not much new, but this is a combination of several ideas from many of my existing presentations.
How The Trade Desk Built a Connected Team of 100+ AgentsAtlassian
Speed and efficiency. They're focal points for every business discipline, and IT Operations & Support is no exception. These teams must be on the lookout for the next generation of tools and technology to streamline their systems and stay competitive.
In this talk, we'll cover:
- The collaboration gap between engineering and IT teams, and how to bridge it
- Centralizing service operations management with self-service portals for internal employees and customers alike
- Structuring the right handoffs and metrics to support 75k annual requests across a global team of over 100 agents
- Advanced analytics data for proactive process and product improvements
You'll get a solid understanding of how to grow a successful service operation on top of the Atlassian platform and ecosystem.
How Trade Desk Built a Connected Team of 100+ Service AgentsAtlassian
Speed and efficiency. They're focal points for every business discipline, and IT Operations & Support is no exception. These teams must be on the lookout for the next generation of tools and technology to streamline their systems and stay competitive.
Here are some of the many topics we'll cover in this talk:
- Internal collaboration gaps between engineering and IT teams, and how to bridge them
- Centralizing service operations management with self-service portals for internal employees and customers alike
- Handoffs and metrics in a high volume (75K requests annually) and global support (over 100 service agents globally) context
Advanced analytics data for proactive process and product improvements
- We'll also talk about the criteria for selecting Atlassian as your go-to platform, and how to integrate and automate business rules into service requests using the Atlassian ecosystem.
We hope you'll come away with a solid understanding of how to build, grow, and maintain a successful service operations .
So you are considering going agile, huh? Your biggest question is probably "where do I start"? This session will help you answer that question and get you started down the road to agility . Mike will explore how to choose your first project and ensure that the pilot team is setup for success. He will talk through common organizational challenges and show you how to overcome them. You'll leave this talk with the knowledge necessary to get your first team going while laying the foundation to build on that success.
Most Agile adoptions put emphasis on training team members or specific roles. Having a group of “agile” teams does not provide the holistic change that is required within an organization looking to improve by adopting Agile, Scrum or Lean practices.Organizational Agility requires culture and paradigm shifts, changing the way work is approached, tackling impediments that are transparently exposed and in many cases, restructuring. Many organization leaders and managers say “this sounds great but where do I get started”? Join us for this session on how leaders can pragmatically begin the shift from traditional management to Agile management, enabling self-organization and becoming designers of the new environments that many organizations need to create in order for a successful Agile transformation.
Successful Agile Transformation - The NCS StoryNUS-ISS
Presented by Mr Lee Chee Yong, Agile Practice Lead of NCS Agile Competency Centre at ISS Seminar - Agile Software Development: Swift and the Shift on 18 July 2014.
Abstract:
More and more organizations are realizing that in order to achieve business agility they need to go beyond implementing agile in specific teams/projects. Real agility requires scaling agile to the program/portfolio/enterprise level. In this session we will explore the options organizations have when looking to scale agile, with an emphasis on SAFe(tm) - the Scaled Agile Framework - one of the most popular options these days.
Learning Objectives:
• When does it make sense to Scale Agile
• What are the leading scaling approaches
• An introduction to SAFe's Big Picture and implementation configurations
• How to implement SAFe - The Implementation Roadmap
• Typical Results of implementing SAFe
• Key risks/red flags to be aware of when implementing SAFe
Showcase Webinar: Mapping Business Outcomes to SAFe with Mike HallAgile Velocity
Are you considering SAFe (Scaled Agile Framework)? Have you begun your SAFe implementation but are not seeing the promised business results? This webinar discusses how to ensure your desired business outcomes are achieved using SAFe. It explains the missing “connective tissue” that ties your business objectives to the underlying framework.
Mike Hall is an experienced Agile Coach specializing in scaling Agile and lean economics. He has led several large SAFe transformations and is an experienced SAFe trainer.
How to Leverage SAFe 5.0 for Your Enterprise Cloud StrategyCprime
Webinar on Demand: https://www.cprime.com/resource/webinars/how-to-leverage-safe-5-0-for-your-enterprise-cloud-strategy/
Check out Cprime's Cloud Strategy offerings: https://www.cprime.com/cloud/cloud-adoption-and-roadmapping/
Have you incorporated Cloud strategy into your SAFe transformation yet? Does your organization truly have a strategy to integrate Cloud Technologies with your Agile and DevSecOps approach? How about your data? Do you have a solid plan for how to access, govern, and monetize it?
This session will explore key aspects of Cloud, DevSecOps, and Data Strategy and cover how SAFe 5.0 helps organizations combine them into a centralized and coherent strategy, while decentralizing the execution and successful implementation of these strategic initiatives.
Join Ken France, VP, Scaled Agility at Cprime, and Sanjeev Sharma, Analyst and Consultant (sdarchitectconsulting.com) and author of "The DevOps Adoption Playbook," as we:
*Explore key components of Cloud, DevSecOps and Data Strategies.
*Illustrate how to leverage SAFe 5.0 to develop coherent enterprise strategy that’s effectively implemented.
*Examine key technical practices, across the SAFe 5.0 framework, that allow you to effectively execute your strategy.
Scrum works best with small teams that work to deliver software that is prioritized by the team backlog. It is then built-in iterative models with sprints by having the highest priority items implemented first. But when it comes to managing large organizations, a Scaled Agile Framework is adopted. Scaled Agile Framework, also known as SAFe, is an enterprise-scale development framework, developed by methodologist Dean Leffingwell. It uses a combination of existing lean and agile principles and combines them into a templated framework for large-scale projects. In the session, we are going to know why we should scale and we are going to talk about different scaling framework and in the end, we are going to talk more about SAFe.
Every large enterprise needs to manage portfolios of business initiatives. Portfolio Management encompasses
• The formulation of initiatives, and the assessment of their value, effort, and Return on Investment
• The approval and scheduling of initiatives
• The evaluation of the status of ongoing initiatives
• The decision to continue or terminate an ongoing initiative
This webinar will provide guidance on effective ways to conduct Portfolio Management, using our concepts of Agile Governance to simplify and expedite the key decisions. These techniques can applied for Agile, hybrid, and classic plan-driven processes.
Do you have highly functional scrum teams but are wondering how to get them to work in sync with each other, or wondering how get "start-up" efficiency in a large enterprise? Or maybe you just heard that the Scaled Agile Framework for the Enterprise (SAFe®) is gaining traction and you want to find out more about it. Before the year is out, we want to give you a primer on SAFe, so you can decide if it should be on your list of resolutions for the new year!
We continue to see that Agile and Scrum deliver value and are catching the eyes of leadership individuals. But how does a large enterprise thrive with a Scrum framework that was made for 5-9 individuals? SAFe has garnered a lot of attention as a potential framework for enterprises with large product teams (5 or more scrum teams on a product line). It calls for the overall alignment throughout the organization so that the Scrum teams making up a large product development team can deliver valuable, high quality product increments with transparency and technical excellence. The program execution is achieved by leveraging the existing Scrum Team practices and interfacing with the higher Program and Portfolio layers in the organization.
cPrime SAFe coach, Sri will provide an overview of the SAFe framework and show why it appeals not only to the engineers and architects, but also to the product management, customer support and the executive team.
Agile Center of Excellence : Presented by Rahul Sudame oGuild .
When any organization plans to move to Agile methodology, it needs to plan multiple initiatives for successful transition. One of the important initiative would be building an Agile Center of Excellence, a team which would support for consistency of Agile implementation across the organization. The Agile CoE we built worked on multiple aspects such as:
Defining organization-wide Agile methodology, tailoring it as per organization environment if required.
Build knowledge of Agile across the organization.
Supporting the team members with any ongoing queries.
Support in building required Tools and Templates required implementing Agile.
Assessing Agile implementation of different projects, identifying any gaps or improvement areas.
This session covered practical experience of how we built a successful Center of Excellence, which become a big enabler for successful Agile transformation.
Assessing Your Agile Marketing Maturity LevelYuval Yeret
Why assess the level of Agile Marketing? Teams, Managers and Coaches can quickly evaluate the current capability of a team/group, in order to:
See how the capability measures against the recommended level for benefiting from marketing agility
Guide the team/group on what to improve next
See, over time, the evolution of agility (positive or negative trend)
See the impact of the team/group improvement work
See the impact of organizational/structural changes that are outside the team/group’s control (costs reductions, distributed, etc.)
Motivate! Get acheivements and recognition for reaching higher agility levels (Emphasize intrinsic motivation!)
Contact AgileSparks at http://www.agilesparks.com/services/agile-marketing for a downloadable version (and an excel sheet coming soon!)
Building Your SAFe Implementation StrategyAlex Yakyma
In this presentation, Alex Yakyma will talk about practical aspects of SAFe rollouts in large Value Streams and Portfolios. Alex will provide numerous examples and practical advice to leaders and change agents that are about to start or are in the middle of their SAFe rollout.
Comparing Ways to Scale Agile at Agile Product and Project Manager MeetupBernd Schiffer
Session "Comparing Ways to Scale Agile" at the Agile Product and Project Manager Meetup in Melbourne, Australia.
These days organisations are looking for support to scale their Agile environment. There’s a difference between having one Agile team on its own, or to have several Agile teams providing value to the customer and interacting with each other.
This session will give an overview and comparison of all the different Agile scaling approaches out there, i.e.:
* Scaled Agile Framework (SAFe)
* Evidence-Based Management (EBMgt)
* Disciplined Agile Delivery (DAD)
* Enterprise Transition Framework (ETF)
* Large-Scale Scrum (LeSS)
* ScALeD Agile Lean Development
* Scaling Agile @ Spotify (SA@S)
* Product Development Flow by Reinertsen (PDFbyR)
Scrum Teams work best when they collaborate with their product owners to continually refine their backlogs. This is, of course, easier to do when teams are small and collocated. In this webinar, Luke Hohmann, from Conteneo, will present a collection of frameworks that support product owners and Scrum Teams working together to refine backlogs in large and/or distributed teams.
Essential SAFe® 4.0 is a subset of big picture SAFe 4.0 framework. It is good starting point for self-learners. This slideshow cover essential aspects of SAFe framework.
It is a primer to Scaled Agile Framework.
Scaled Agile Framework, SAFe, has been adopted by organizations of domain ranging from finance, logistics, insurance and government. SAFe provides a framework to apply Lean and Agile practices at an enterprise level. But why use SAFe? In this interactive session based on Rishi Chaddha, SAFe consultant, experience in implementing SAFe in big financial institute. Going beyond the theory we will talk about the challenges faced when implementing SAFe in portfolio which includes hundred of people distributed worldwide. Each initiative in the portfolio can be worth from few thousand of dollars to millions of dollars. The talk will cover both the good and the bad and will show how to practically start SAFe transformation.
This is the talk I am doing at the 2010 SQE Better Software/Agile Development Practices Conference in Vegas this week. Not much new, but this is a combination of several ideas from many of my existing presentations.
How The Trade Desk Built a Connected Team of 100+ AgentsAtlassian
Speed and efficiency. They're focal points for every business discipline, and IT Operations & Support is no exception. These teams must be on the lookout for the next generation of tools and technology to streamline their systems and stay competitive.
In this talk, we'll cover:
- The collaboration gap between engineering and IT teams, and how to bridge it
- Centralizing service operations management with self-service portals for internal employees and customers alike
- Structuring the right handoffs and metrics to support 75k annual requests across a global team of over 100 agents
- Advanced analytics data for proactive process and product improvements
You'll get a solid understanding of how to grow a successful service operation on top of the Atlassian platform and ecosystem.
How Trade Desk Built a Connected Team of 100+ Service AgentsAtlassian
Speed and efficiency. They're focal points for every business discipline, and IT Operations & Support is no exception. These teams must be on the lookout for the next generation of tools and technology to streamline their systems and stay competitive.
Here are some of the many topics we'll cover in this talk:
- Internal collaboration gaps between engineering and IT teams, and how to bridge them
- Centralizing service operations management with self-service portals for internal employees and customers alike
- Handoffs and metrics in a high volume (75K requests annually) and global support (over 100 service agents globally) context
Advanced analytics data for proactive process and product improvements
- We'll also talk about the criteria for selecting Atlassian as your go-to platform, and how to integrate and automate business rules into service requests using the Atlassian ecosystem.
We hope you'll come away with a solid understanding of how to build, grow, and maintain a successful service operations .
Current Automation Status and BenefitsSr. No. Automation Module Test cases / release Manual Testing Efforts Automation Efforts Savings1 Group Market Web proposal Software 5000 15 Manual testers for 10 days 1 user running the scripts on 15 vdi for less than 5 days 145 person days per release - 972 JAH32 5000 15 Manual testers for 10 days 1 user running the scripts on 15 vdi for less than 5 days 145 person days per release - 973 Self Funded Quote 1000 5 Manual testers for 6 days 1 user running the scripts on 15 vdi for 3 days 27 person days - 904 DSC 4 1 day per user 1 hour for a user 7 hours 885 HUGG ( GM to EASE) 3500 10 Manual testers for 12 days 1 user running the scripts on 15 vdi for 5 days 115 person days 966 ACES 16 (daily) 1 expert user person day Novice user can also finish in 1 hour 7 hours 887 GRASS 16 (daily) 1 expert user manday Novice user can also finish in 1 hour 7 hours 8822Other Automation AchievementsDSC AutomationProof of concepts using Rational FunctionalTesterMICROSOFT CRM Automation using RationalFunctional Tester32bit Software Automation from ScratchBuilding the TAF for JAH 32 bit SoftwareRegression for June ReleaseOrganization of Assurant TCoEBuilding the Human Resources for Assurant TestingActivities(Both Manual AutomatedResources)Efficient Effective Utilization of resourcesFulfilling the Testing needs of Assurant Health23SOA test Automation Case Study An Insurancecompany in UKProject Overviewe-Commerce application implemented on SOAarchitectureThe testing was done manually using VBapplications , which was cumbersome and timeconsuming .Rushcode is chosen as strategic partner toconduct the SOA testing using SOAP UI Pro toolScopeWeb services functional testing and regressiontestingAsynchronous services residing on MQsTotal test cases 20StandardsWS-I standardsXMLSOAPMQHTTP/HTTPSChallengesManage data entry for multiple payload requestapprox. 1000 requestsIdentifying the Use cases and integrates servicesby chaining themService oriented architecture is based onimplementation of asynchronous messagesRushcodes SolutionEvaluation of different tools and selecting thebest fitDevelopment and implementation of the data drivenframeworkUse of Rushcodes SOAP UI Pro LicensesBenefitsReduction in execution time -approximately 80Due to modular and data driven framework,maintainability increased by 5024Automation Framework Solution for SOA testingMultiple Testing Environment manipulationEndpointsTest Case FlowAlternating test case Logic controlTest Data controlled multiple IterationsTest Validation Points - dynamic AssertionsTest Data Reusable Test assets25Value-added servicesPlugin DevelopmentWe are in a phase to develop a Plug-in which willinteract with Desktop applications.We are majorly focusing on MFC applications.26Our SolutionsEnd to end testingFramework designing re-engineering offrameworksUser acceptance testingTest data managementApplication qualit
SuiteCRM - The World's Best Open Source CRM.
SuiteCRM is a software fork of the popular customer relationship management (CRM) system SugarCRM. It is a free and open source alternative to paid editions of SugarCRM products, and is based on the last open-source release, but ships with additional modules. It was released on October 21, 2013 as version 7.0, and provides upgrade paths for existing SugarCRM users. SuiteCRM comprises the latest release of SugarCRM Community Edition.
FyNSiS – SuiteCRM services include, SuiteCRM implementation, development & customizations, SuiteCRM Training (online & onsite), SuiteCRM Hosting, SuiteCRM Integration, Asterisk connector.
Whether you are looking to implement SuiteCRM into your own data centre and network or looking for a fully hosted solution, we will implement and ensure SuiteCRM implementation and installation goes as smoothly and efficiently as possible. You made a wise decision and time investment in technology to enable your organization on SuiteCRM Implementation system. Now let our smart specialist enable the system and hit the ground running.
Similar to JIRA Service Desk for HR Service Management – The Trade Desk success story (20)
Achieving Sustainable Growth in the Digital AgeCprime
Key Learnings:
- Discover strategies for successfully navigating the digital landscape by leveraging innovative tools, methodologies, and data analytics to maintain a competitive edge.
- Learn how aligning resource allocation with iterative product delivery can enhance the visibility of customer value and establish a clear link between expenses and value generation.
- Gain insights into the significance of evaluating non-traditional performance indicators to comprehend the intricate relationships between customer perceived worth, product launch strategies, and financial outcomes for sound business choices.
Mastering an Integrated Atlassian Tooling Ecosystem: Strategies, Success Stor...Cprime
Are you ready to take your Atlassian tooling ecosystem to the next level? Join our panel of renowned Atlassian experts as they dive deep into the strategies, best practices, and real-world success stories that can help you maximize the value of your technology investments, streamline workflows, and drive innovation across your organization.
In this must-attend panel session, our experts will share stories from the trenches, highlighting the challenges, successes, and lessons learned from their extensive experience working with organizations of all sizes and industries. You'll gain valuable insights into the best practices and strategies that have proven successful in maximizing the benefits of Atlassian tooling ecosystems.
Learning Objectives:
- Align tools, processes, and business objectives to mitigate escalating technology costs and boost efficiency
- Leverage automation and best practices in tool selection to enhance operability, collaboration, and productivity
- Develop a comprehensive tech stack strategy that empowers your teams with the visibility to optimize, adapt, and innovate
- Navigate common challenges and pitfalls in implementing and managing an integrated Atlassian tooling ecosystem
By harnessing custom-crafted AI solutions, teams can expect improved efficiency, enhanced creativity, and better alignment with Agile principles. We'll explore how this powerful collection of technologies and solutions turbocharges delivery and enhances developer experience.
Learn more as we introduce a turnkey framework that empowers Agile development and efficiency in the AI era. Cprime’s CodeBoost™ and AgileSME AI solutions offer a groundbreaking approach that delivers a complete framework for development in the AI age.
Improving IT Investment Decisions and Business Outcomes with Integrated Enter...Cprime
Learn how integrating Enterprise Architecture Management capabilities as part of your IT Finance and Agile Planning processes can help you to:
- Calculate TCO across your entire portfolio of applications, infrastructure and labor
- Drive more informed IT investment decisions and reliably measure results
- Improve business outcomes and accelerate your strategic digital journey
Harnessing Atlassian's Power Through Cloud Transformation and AdoptionCprime
Transitioning to Atlassian Cloud unlocks a new realm of possibilities. Organizations that have recently migrated to Cloud report a 47% boost in team collaboration, and a 44% increase in rapid, insight-driven decisions. And, Forrester reports a 20% developer productivity increase and a strategic 50% IT time reallocation to high-value work for organizations moving to a cloud environment.
Our webinar, "Harnessing Atlassian's Power Through Cloud Transformation and Adoption", will guide you through maximizing cloud adoption, and leveraging Cloud-specific AI and analytics. We’ll also Explore cutting-edge tools like Atlas, Compass, and JPD that extend beyond Data Center capabilities, further enhancing the Cloud experience.
Key takeaways:
- How to boost adoption and make the transition as smooth as possible.
- Strategies to harness unique cloud features for shorter time-to-value, and data-driven decision making.
- Insights into exclusive cloud tools that drive innovation and productivity.
- Understanding the enterprise value and IT efficiency gains from cloud transformation and adoption.
AI-powered Service Management: Streamlining Incident Management in JSM using ...Cprime
Sound incident management operations encompass activities ranging from logging and prioritization to escalation, documentation, and reporting. What could your employees do with all that extra time if you automated these operations with AI?
In this webinar, we will showcase:
- How to streamline incident management and post-incident reviews by harnessing no-touch resolution and triage with 3rd party tools like Atlassian Jira Service Management
- How to use incident management to improve your customer’s experience while incorporating an added layer of efficiency with custom AI co-pilots
- How to empower human agents to resolve issues faster and drive continuous improvement and enhanced knowledge management for incident escalations
Enterprise Migration from Data Center to Atlassian Cloud: Start with an Asses...Cprime
Large enterprises have unique needs and complexity when migrating Atlassian tools from Data Center to the Cloud. Whether you’re exploring the Cloud or planning a migration from Data Center, our Atlassian Cloud Migration Impact Assessment identifies migration obstacles and charts the optimal path. With assessment in hand, enterprise leaders can make informed decisions on moving core business platforms to the cloud.
Learn:
- Benefits of Cloud for large orgs and how to evaluate if it’s the right fit
- Factors like integrations, data migration, security, compliance, and performance at scale
- Tools and methods for analyzing complex on-prem environments
Preparation best practices for enterprise infrastructure and applications
- How assessment provides a detailed transition plan and strategy
- Insights needed to minimize disruption and downtime
AI for Everyone: Demystifying Large Language Models (LLMs) Like ChatGPTCprime
We’ve only scratched the surface of realizing the full potential of ChatGPT and other Large Language Models (LLMs) in a strategic business context. Here’s another game-changer: Incorporating your unique enterprise data with LLMs to tailor a private model that learns, retains, and utilizes your business’s unique information. It can deliver contextualized value and efficiency to enhance processes and better achieve strategic outcomes.
In this webinar, we’ll explore how these custom models are revolutionizing the business landscape with the added context of invaluable proprietary business knowledge. Join us to learn the power and practical applications of secure, private LLMs and catch live demonstrations to tangibly enforce how to tackle significant business challenges such as Agile Adoption and Service Management.
Learning Objectives
- Introduction to AI and LLMs: Understand the basics of Artificial Intelligence (AI) and how widely available Large Language Models (LLMs) are a key advancement in this field.
- Practical Applications of LLMs: Learn how LLMs can enhance operational processes and contribute to business growth in real-world scenarios, and how they can be customized to meet specific business needs.
- Benefits of Customization: Discover the advantages of tailoring AI solutions like LLMs to understand and support unique business requirements.
- Relevance and Precision: Learn how LLMs adapt to specific business contexts, ensuring that interactions are accurate and aligned with organizational objectives.
From Project to Product - The Need for SpeedCprime
As we look to enhance our ways of working and shift from project-based methodologies to product thinking, it's easy to overlook the technical aspects of this change. Let's not make that mistake.
In this webinar, Cprime's Ken Robinson, and Anne, Chief Product Coach, delve into the technical aspects of switching from project to product. What does this mean for our engineers, testers, and product teams? Equally important, what does this mean to the health, resilience, and maneuverability of our codebases and environments?
We'll approach these topics across the following dimensions:
-Development - new product development as well as maintenance and enhancements
-Testing
-Delivery Lifecycle
Lastly, we'll bring it all together to illustrate how engineering for speed + quality and the concept of "total product ownership" reduces time to market, enhances product quality, and fuels maneuverability.
We Need a Hero — How to Find and Support Your Next Superstar Product OwnerCprime
A Product Owner serves as the bridge between the development team and stakeholders, steering the product's vision and driving its success. An excellent product owner can elevate the entire product team. But how do you find the right person to take on this vital role?
Hiring external candidates with Product Owner expertise is an option, but many organizations overlook an often easier and more effective opportunity: to train or develop their internal employees for these crucial roles.
Upskilling your existing product professionals can be the most time- and cost-effective option. Plus, they offer in-depth domain knowledge—specific to your unique organization—no outside hire can match.
By the end of the webinar you will know:
-How to identify existing employees that have the mindset and institutional knowledge to successfully fill the Product Owner role
-How to determine what skills the new Product Owner needs to learn through a focused gap analysis
-How to create an environment that encourages continuous learning so that they can grow into the role and help you and your team deliver great products over time
How to Unlock Productivity and Innovation with Generative AI and ChatGPTCprime
Doing more with less has become the mantra for success. Yet monotonous tasks and manual processes put undue strain on productivity and innovation. What if you could automate time-consuming workflows and enable your team to focus on high-impact work?
Discover how Generative AI (GenAI), specifically ChatGPT, is transforming workflows across industries. We will provide real-world examples of how leading organizations leverage GenAI to eliminate repetitive tasks, deliver insights instantly, and create content intelligently.
You will learn:
- How GenAI, specifically ChatGPT, works and its key capabilities
- High-impact use cases of GenAI-powered automation
- Steps for identifying and prioritizing processes to automate
- Best practices for change management when implementing GenAI
- Forecasted evolution of GenAI and its future applications
Whether you are an executive seeking a competitive edge, or a manager looking to boost team productivity, this webinar will equip you with actionable strategies to drive efficiency and innovation with Generative AI.
Modern Learning for Enterprises: How to Empower Your TeamsCprime
Today’s complex technology organizations need to deliver learning at the right time, to the right people, and on the right topic, continuously. A unique concept—Learning Pathways—blends on-demand bite-sized self-paced learning, more traditional instructor-led learning, and on-the-job learning through assignments reviewed by a skilled facilitator.
Cprime has been experimenting with this new learning delivery format with some of our most demanding customers, and we’re eager to share what we’ve learned.
Join Cprime’s Directors of Learning for the U.S. and EMEA to explore the range of learning tools your organization can leverage to equip and empower your people with the latest technology and team practice skills.
You will learn about:
-What’s required to future-proof your organization’s learning initiatives
-How to get the most bang for your buck by maximizing knowledge retention and application
-The value of expert learning help and where to get it to meet your organization’s unique needs
Enterprise Service Management for Finance, HR, and MarketingCprime
Enterprise Service Management (ESM) is an optimized combination of the right software solution, well-thought-out processes and workflows, and customized automation that effectively supports a customer-centric approach to each service an internal business unit undertakes.
In this three-part webinar series, we will be focusing on those building blocks to provide a well-rounded understanding of ESM and how it can effectively uplevel your internal and external customer service processes.
In Part Three, Putting it All Together: ESM for HR, Finance, Marketing, and More, you will learn:
-How an ESM implementation looks in each of the major business units
-Why ESM can and should permeate the whole organization… eventually
-Examples of successful implementations you can use as models for your own
ESM Webinar Series Part 2 | The Keys to Optimal ESM are Automation and Integr...Cprime
Enterprise Service Management (ESM) is an optimized combination of the right software solution, well-thought-out processes and workflows, and customized automation that effectively supports a customer-centric approach to each service an internal business unit undertakes.
In this three-part webinar series, we focus on those building blocks to provide a well-rounded understanding of ESM and how it can effectively uplevel your internal and external customer service processes.
In Part Two, The Keys to Optimal ESM are Automation and Integration, you will learn:
- The power of automation to streamline and optimize your ESM practice
- Examples of apps, workflows, and integrations that have proven successful
- How to map out your own workflows to optimize your unique ESM experience
Perfecting Customer Management Using Jira Service ManagementCprime
An optimized ITSM practice using Atlassian Jira Service Management (JSM) has brought tremendous benefits to organizations seeking to cement a customer-centric approach to their service management processes.
In the first two parts of this webinar series, we discussed an introduction to change management, service catalogs, and CMDB, and how they can all be applied and optimized using JSM. In this third installment, we cover the vital topic of customer management. You will learn:
- The importance of understanding the customer's perspective and requirements
- How to best use JSM for customer management—from portal design to automation and beyond
- How to use JSM to empower your Shift Left—an integrated knowledge base, dynamic forms, intelligent queues, and more
- How to measure customer management for reporting and data-driven decision making
From Project to Product: Leaders, Here's What It Means to YouCprime
Project to product is all the rage these days. You, your boss, or your company are already talking about this. Heck, your group has been "agile" for years now, but this next phase seems to just be a repackaging of that.
In this webinar, Anne Steiner, Chief Product Coach at Cprime, gets into Project to Product from the leader's perspective. We explore "why we should care" and "what this really means". Then, we deep dive into the following keys to leadership success in driving this change:
1) Your help, involvement, and willingness to influence change is critical. Team-level change isn't enough and will yield limited benefits.
2) You need more than just engineering/IT buy-in to be successful. It takes the whole enterprise.
3) Product management is a thing. We'll learn what it is, how it is different from project management, and why it is critical to market domination and product success.
Lastly, we'll leave you with some tips for success that will guide you in driving change whether you sit at the manager, director, VP, or C-level.
Using a Service Catalog and CMDB to Standardize Change Management in Jira Ser...Cprime
A streamlined and optimized ITSM practice offers tremendous benefits to your IT teams and your entire organization. But, the vital ITSM practice of change management can still be challenging for many.
In this webinar, we take those ideas a step further by incorporating a service catalog and configuration management database as tools to help standardize the change management process and further minimize disruptions.
When you log off, you’ll understand:
-The role of a Service Catalog in ITSM
-How to create and curate an effective Service Catalog
-How to build and manage a Configuration Management Database (CMDB)
-How to best leverage CMDB for service improvement
6 Common Challenges RTEs Face & How to Solve ThemCprime
Release Train Engineers (RTEs) have tremendous responsibility in a scaled Agile environment. After all Agile Release Trains (ARTs) can’t steer themselves.
But, RTEs also face significant challenges along the way. Learn common challenges RTEs face and how they can be overcome using SAFe® and Agile best practices, best-in-class tooling like Jira Align, and focused effort.
Learn how to solve these problems in your own organization:
- Lack of visibility into the full book of work
- Lack of visibility into how work being done by teams is contributing to strategic goals
- Lack of understanding of how much an ART can deliver over the course of a planning increment
- Visibility into the Risks and Dependencies affecting an ART
- Constant need to create and update roadmaps
- Limited availability and customizability of progress report
Enterprise Service Management Webinar Series Part 1Cprime
Enterprise Service Management (ESM) is an optimized combination of the right software solution, well-thought-out processes and workflows, and customized automation that effectively supports a customer-centric approach to each service an internal business unit undertakes.
In this three-part webinar series, we focus on those building blocks to provide a well-rounded understanding of ESM and how it can effectively uplevel your internal and external customer service processes.
In Part One of this webinar series you will learn:
- The vital importance of cultivating a customer-first mindset
- How to adjust your mindset to view your services as products
- The power of a product/service roadmap
How to Enable Change Management with Jira Service ManagementCprime
Improve your agility by moving towards automation and streamlined processes between your IT and dev teams. ITSM with Jira Service Management (JSM) can help optimize your processes and significantly reduce manual touch points, while change management minimizes risks and disruptions to your IT services.
This is the first part in a series where we cover change management with Jira Service Management in depth. Join our ITIL-certified experts to learn how to manage changes to your software or infrastructure using Jira Service Management so that you accurately understand the impact and scope of changes up and downstream.
Explore:
• How to get started with change management
• A demo of change management features in JSM
• Change management best practices and tips
A tale of scale & speed: How the US Navy is enabling software delivery from l...sonjaschweigert1
Rapid and secure feature delivery is a goal across every application team and every branch of the DoD. The Navy’s DevSecOps platform, Party Barge, has achieved:
- Reduction in onboarding time from 5 weeks to 1 day
- Improved developer experience and productivity through actionable findings and reduction of false positives
- Maintenance of superior security standards and inherent policy enforcement with Authorization to Operate (ATO)
Development teams can ship efficiently and ensure applications are cyber ready for Navy Authorizing Officials (AOs). In this webinar, Sigma Defense and Anchore will give attendees a look behind the scenes and demo secure pipeline automation and security artifacts that speed up application ATO and time to production.
We will cover:
- How to remove silos in DevSecOps
- How to build efficient development pipeline roles and component templates
- How to deliver security artifacts that matter for ATO’s (SBOMs, vulnerability reports, and policy evidence)
- How to streamline operations with automated policy checks on container images
Removing Uninteresting Bytes in Software FuzzingAftab Hussain
Imagine a world where software fuzzing, the process of mutating bytes in test seeds to uncover hidden and erroneous program behaviors, becomes faster and more effective. A lot depends on the initial seeds, which can significantly dictate the trajectory of a fuzzing campaign, particularly in terms of how long it takes to uncover interesting behaviour in your code. We introduce DIAR, a technique designed to speedup fuzzing campaigns by pinpointing and eliminating those uninteresting bytes in the seeds. Picture this: instead of wasting valuable resources on meaningless mutations in large, bloated seeds, DIAR removes the unnecessary bytes, streamlining the entire process.
In this work, we equipped AFL, a popular fuzzer, with DIAR and examined two critical Linux libraries -- Libxml's xmllint, a tool for parsing xml documents, and Binutil's readelf, an essential debugging and security analysis command-line tool used to display detailed information about ELF (Executable and Linkable Format). Our preliminary results show that AFL+DIAR does not only discover new paths more quickly but also achieves higher coverage overall. This work thus showcases how starting with lean and optimized seeds can lead to faster, more comprehensive fuzzing campaigns -- and DIAR helps you find such seeds.
- These are slides of the talk given at IEEE International Conference on Software Testing Verification and Validation Workshop, ICSTW 2022.
Observability Concepts EVERY Developer Should Know -- DeveloperWeek Europe.pdfPaige Cruz
Monitoring and observability aren’t traditionally found in software curriculums and many of us cobble this knowledge together from whatever vendor or ecosystem we were first introduced to and whatever is a part of your current company’s observability stack.
While the dev and ops silo continues to crumble….many organizations still relegate monitoring & observability as the purview of ops, infra and SRE teams. This is a mistake - achieving a highly observable system requires collaboration up and down the stack.
I, a former op, would like to extend an invitation to all application developers to join the observability party will share these foundational concepts to build on:
Maruthi Prithivirajan, Head of ASEAN & IN Solution Architecture, Neo4j
Get an inside look at the latest Neo4j innovations that enable relationship-driven intelligence at scale. Learn more about the newest cloud integrations and product enhancements that make Neo4j an essential choice for developers building apps with interconnected data and generative AI.
Why You Should Replace Windows 11 with Nitrux Linux 3.5.0 for enhanced perfor...SOFTTECHHUB
The choice of an operating system plays a pivotal role in shaping our computing experience. For decades, Microsoft's Windows has dominated the market, offering a familiar and widely adopted platform for personal and professional use. However, as technological advancements continue to push the boundaries of innovation, alternative operating systems have emerged, challenging the status quo and offering users a fresh perspective on computing.
One such alternative that has garnered significant attention and acclaim is Nitrux Linux 3.5.0, a sleek, powerful, and user-friendly Linux distribution that promises to redefine the way we interact with our devices. With its focus on performance, security, and customization, Nitrux Linux presents a compelling case for those seeking to break free from the constraints of proprietary software and embrace the freedom and flexibility of open-source computing.
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.
How to Get CNIC Information System with Paksim Ga.pptxdanishmna97
Pakdata Cf is a groundbreaking system designed to streamline and facilitate access to CNIC information. This innovative platform leverages advanced technology to provide users with efficient and secure access to their CNIC details.
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
UiPath Test Automation using UiPath Test Suite series, part 5DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 5. In this session, we will cover CI/CD with devops.
Topics covered:
CI/CD with in UiPath
End-to-end overview of CI/CD pipeline with Azure devops
Speaker:
Lyndsey Byblow, Test Suite Sales Engineer @ UiPath, Inc.
Dr. Sean Tan, Head of Data Science, Changi Airport Group
Discover how Changi Airport Group (CAG) leverages graph technologies and generative AI to revolutionize their search capabilities. This session delves into the unique search needs of CAG’s diverse passengers and customers, showcasing how graph data structures enhance the accuracy and relevance of AI-generated search results, mitigating the risk of “hallucinations” and improving the overall customer journey.
Threats to mobile devices are more prevalent and increasing in scope and complexity. Users of mobile devices desire to take full advantage of the features
available on those devices, but many of the features provide convenience and capability but sacrifice security. This best practices guide outlines steps the users can take to better protect personal devices and information.
Pushing the limits of ePRTC: 100ns holdover for 100 daysAdtran
At WSTS 2024, Alon Stern explored the topic of parametric holdover and explained how recent research findings can be implemented in real-world PNT networks to achieve 100 nanoseconds of accuracy for up to 100 days.
Pushing the limits of ePRTC: 100ns holdover for 100 days
JIRA Service Desk for HR Service Management – The Trade Desk success story
1.
2. SWATI JAIN | VP, PROFESSIONAL SERVICES | CPRIME
JIRA Service Desk for HR
Service Management
The Trade Desk success story
DREW WEST | SR. DIRECTOR, GLOBAL SUPPORT AND BI | THE TRADE DESK
3. The history of oral
storytelling developed
around a visual element
– the dance of a fire.
This is still true today. Providing the proper
visual elements will unify and level-set your
audience for proper coherence.
Daniel Nanescu, quotefancy.com
6. Service Operations
- 10 Fulfilment Teams
- Global Application Support
- Information Technology
- PeopleOps
- DevOps
- Partner Management
- …
~125+ agents
40. Analytics
Provisioning
All provisions made for an asset/application.
High volume issue types
represent product
enhancement opportunities to
drive self-service customer
activity.
Issue Type Analysis
Remove repetitive
issue demand and
costs
Optimized Individual
and Team
Performance
Balance staffing
resource allocation to
meet business needs
41. Analytics
Provisioning
All provisions made for an asset/application.
Identify training opportunities by
individual or across
teams/regions.
Time to Resolution
Analysis
Remove repetitive
issue demand and
costs
Optimized Individual
and Team
Performance
Balance staffing
resource allocation to
meet business needs
42. Analytics
Provisioning
All provisions made for an asset/application.
Address high effort cases to
proactively plan for peak
demand.
Agent Effort
Analysis
Remove repetitive
issue demand and
costs
Optimized Individual
and Team
Performance
Balance staffing
resource allocation to
meet business needs
46. Thank you!
SWATI JAIN | VP, PROFESSIONAL SERVICES | CPRIME
DREW WEST | SR. DIRECTOR, GLOBAL SUPPORT AND BI | THE TRADE DESK
Editor's Notes
Your headshot should look like you
This should go without saying, but old, blurry, or dark pictures can make you look distorted. Use a high-quality photo to avoid looking pixelated.
Your picture should just be you
Avoid groups or awkward crops
Show off your personal brand
The audience’s first impression is your title slide. Your headshot can be professional and show off your personality at the same time.
Avoid distractions
Busy backgrounds, sunglasses, full-body pictures, and selfies (if you can help it).
Story: individually each group can serve the company – but only connected teams can scale to support an organization in the midst of hyper growth.
Notes: We all are great at achieving outcomes. The real power is when you can multiply those outcomes as a team.
Now, Teamwork is hard! And teamwork becomes crucial when an organization is going through hypergrowth.
Today, we would like to share with you how The Trade Desk built a connected service delivery team of over 100 service agents.
We’ll show you how teams can use JIRA Service Desk across an enterprise to connect, collaborate, track effectively.
I would like to introduce you to Drew West, Senior Director of Global support at the Trade Desk. He was the primary SME, project champion and also pseudo product owner on this initiative. He worked closely with our team to guide the roadmap of this initiative throughout the project lifecycle.
Drew will now introduce you to some of the pain points they were looking solve and what does success look like for them today.
Today, I would like to share with you how the Trade desk built a connected service delivery team of over 100 service agents.
The Trade Desk powers the most sophisticated buyers in advertising technology. Founded by the pioneers of real-time bidding, The Trade Desk has become the fastest growing demand-side platform in the industry by offering agencies, aggregators, and their advertisers best-in-class technology to manage display, social, mobile, and video advertising campaigns.
We provide a platform for ad buyers. Most buyers are ad agencies or other technology companies. We provide a self-service platform to agencies who deliberately pick from 200 billion digital ad opportunities each day.
We are an omnichannel platform supporting - TV, Mobile, Video, Audio, Display, Social and Native advertising channels.
The Trade Desk is proud to offer a robust technology stack built by an agile engineering team that ships code weekly. Our product offering is a reflection of our industry-leading strategy for shaping the way media is bought and sold.
The Trade Desk empowers buyers at the campaign level with the most expressive bid capabilities in market, full-funnel attribution, and detailed reporting that illustrates the consumer journey from initial impression to conversion. By maintaining a pure buy-side focus, The Trade Desk delivers on branding and performance for clients worldwide.
Business Operations represent the (internal) “Customers” of our ticketing/case management system.
All ~500 employees are active JIRA Service Desk Participants.
Client Services, representing the Account Managers and Traders that are closest to the Trade Desk (external) Clients represent >75% of Service Desk ticket volume. These teams are our primary point-of-contact for our Clients.
Trading Partners, are the external users that are critical to the delivery of Trade Desk products and services. These partners provide inventory, data, infrastructure, consulting and other services necessary to our success.
…..
NOTE: Unclear what the similarities or differences are between “employees,” “participants,” “customers,” and “fulfillment teams.” Later we have “personas” and “approvers.” WHO- WHAT?
Maybe we need a new slide after this one to define the role of Customer, Agentt or Service Agent, and Fulfillment Team – with a graphic showing this structure.
Is Client Services dealing with outside clients? Then we can’t use “customers” as clients, because that word means something different in the Service Desk context.
The Services Operations Team is comprised of 10 (soon to be 11) service fulfillment teams (All 125 are active JIRA Service Desk agents). These include -
Global Support – The default fulfillment team handling over 50K issues per year - If an Account Manager, Trader or Trading Partner needs assistance, it comes to Support.
SWAT - First line of Engineering and Development back-stopping Global Support with engineering resources – the primary (and seamless) transition point between Service Desk and JIRA Product Management systems.
Information Technology - Develops and manages all Trade Desk operational IT infrastructure, services and security. This includes employee workstations, networks, telecommunications systems.
PeopleOps - Trade Desk Human Resources - serving all Trade Desk employees with payroll, benefits, staffing and onboarding management.
DevOps - Develops and manages all Trade Desk product IT infrastructure, services and security. Global cloud-based datacenters and massive transaction processing systems.
Inventory Partnerships - Develops and manages relationships with Inventory provider…web sites, mobile applications, digital radio and television providers.
Enterprise Integrations - Services API integrated clients.
Data Partnerships - Develops and manages relationships with data providers.
Business Intelligence - Provides operational/financial data and reporting insights and services to Trade Desk business units.
Training and Employee Development – Develops and provides each employee with robust product and management training services.
…..
GMK NOTE: ~125+ agents – are these Service Agents? They need to be defined. How do they relate to “customers?” See notes for previous slide.
Also, use ~125 agents OR 125+ agents, not both ~ and +.
Product Management – The Trade Desk manufacturing teams that plan, develop, and implement new features and enhancements to the Trade Desk platform…releasing new product enhancements and features each week.
Product Planning and Management - Assesses, plans and manages the Trade Desk product development priorities. The Product Planning and Management team is now leveraging Client Services, Client and Global Support input to focus on the right priorities to ensure our client success.
Engineering and Development – Develops, tests and ships technology innovation to propel our Trade Desk client success and to continue hyper-growth. The Engineering and Development teams are now receiving immediate notification of product bugs and issues – with thorough issue details (triage troubleshooting and reproduction specifics) thought JIRA/Service Desk.
Through early “iterative” organizational growth – typical for a start-up company – the Trade desk found ourselves being challenged with DISPARATE systems and processes.
Business ops was heavy email users, Services ops used Desk.com with limited features, and Product management lived in the world of spreadsheets and pivotal software.
This was adding friction to our hyper-growth, and having an adverse impact the success of our business.
The Trade Desk works with our clients to create 1-on-1 digital advertising opportunities…processing 432 BILLION transactions each and every day.
Highly transactional business model
In the early years of the Trade Desk (2010-2012) our client services team would work with customers and our technical experts to answer questions and to resolve problems. Case communication was transacted in person or via email.
During this stage of our evolution, we had a handful of key “players” or subject-matter-experts. These were our rockstars…the go-to resource for specific issues or questions. As long as you knew who to contact, and they we available, your could quickly find an answer to get an issue resolved…and everything worked very well.
As we started to experience hyper-growth, teams expanded and deployed various tools to facilitate communication - and to address the growth of client accounts, Trade Desk teams and transaction volumes. These systems were not integrated and case communication was handled via email and various IM tools. The Support ticketing system and product management systems weren’t integrated.
At this stage were we’re seeing increases issues that were beginning to inhibit our growth. Our client population had expanded rapidly and our internal teams had grown significantly. The Trade Desk platform also became more sophisticated and our rock-star “players were beginning to drown in requests coming from many individual through various communication channels. Even worst, our client-facing teams and or clients were not receiving the quality of service that we believe was necessary to ensure our mutual success. We are averaging below 60% in customer satisfaction ratings and we had more hyper-growth and market-share gain potential ahead…but we needed to improve our processes and tools. The players were there…but we needed to build the “team”.
In late 2015 we deployed JIRA, Service Desk and Confluence across the entire enterprise…all case communications is handled via JIRA/Service Desk. Support ticketing and product management systems are seamlessly INTEGRATED. Employees, Client Services and Partners are all active participants in Service Desk tickets.
We now have a platform and processes to support team execution. Our rock-star “players” are no longer answering the same questions over-and-over. All team members have visibility to what is in play, what has occurred, and can collaborate, as an informed participant, in issue resolution and solutions. Redundant work has been eliminated and ownership is clear. The “team” is now able to execute with low friction and is delivering amazing results.
…..
NOTE: Same issue here with the difference between “customers” and “clients.”
The Slide 10 before this one is complex. Maybe insert a slide, or talk briefly about, WHY Service Desk was introduced. “We were struggling. We needed to simplify and speed up our operations. We needed better team collaboration. THAT”S WHY we brought in Service Desk. In our Analysis, THESE are the Three Pain Points we identified.”
Highly transactional business model
In the early years of the Trade Desk (2010-2012) our client services team would work with customers and our technical experts to answer questions and to resolve problems. Case communication was transacted in person or via email.
During this stage of our evolution, we had a handful of key “players” or subject-matter-experts. These were our rockstars…the go-to resource for specific issues or questions. As long as you knew who to contact, and they we available, your could quickly find an answer to get an issue resolved…and everything worked very well.
As we started to experience hyper-growth, teams expanded and deployed various tools to facilitate communication - and to address the growth of client accounts, Trade Desk teams and transaction volumes. These systems were not integrated and case communication was handled via email and various IM tools. The Support ticketing system and product management systems weren’t integrated.
At this stage were we’re seeing increases issues that were beginning to inhibit our growth. Our client population had expanded rapidly and our internal teams had grown significantly. The Trade Desk platform also became more sophisticated and our rock-star “players were beginning to drown in requests coming from many individual through various communication channels. Even worst, our client-facing teams and or clients were not receiving the quality of service that we believe was necessary to ensure our mutual success. We are averaging below 60% in customer satisfaction ratings and we had more hyper-growth and market-share gain potential ahead…but we needed to improve our processes and tools. The players were there…but we needed to build the “team”.
In late 2015 we deployed JIRA, Service Desk and Confluence across the entire enterprise…all case communications is handled via JIRA/Service Desk. Support ticketing and product management systems are seamlessly INTEGRATED. Employees, Client Services and Partners are all active participants in Service Desk tickets.
We now have a platform and processes to support team execution. Our rock-star “players” are no longer answering the same questions over-and-over. All team members have visibility to what is in play, what has occurred, and can collaborate, as an informed participant, in issue resolution and solutions. Redundant work has been eliminated and ownership is clear. The “team” is now able to execute with low friction and is delivering amazing results.
…..
NOTE: Same issue here with the difference between “customers” and “clients.”
The Slide 10 before this one is complex. Maybe insert a slide, or talk briefly about, WHY Service Desk was introduced. “We were struggling. We needed to simplify and speed up our operations. We needed better team collaboration. THAT”S WHY we brought in Service Desk. In our Analysis, THESE are the Three Pain Points we identified.”
Email, Support ticketing, and product management systems were separate and not tightly integrated.
…..
NOTE: The Pain Points could be the theme of this presentation. As a case study, there’s a Situation, (or Problem,) your Analysis, and the Solution you implemented: Service Desk.
There was no single location to see the entire picture related to an issues.
Email related requests were absent of clear accountability or ownership.
It was not uncommon to see many team members addressed (or copied) on an issue message with now primary issue owner.
Email volumes continued to increase, causing email fatigue and compounding ownership challenges.
These systems were incapable of providing a comprehensive view of activity, issues, capacity demand and challenges…not to mention lack of sufficient data that could be analyzed for improvement opportunities.
JIRA and Service Desk have removed the friction that was impacting our ability to scale and capture marketshare.
…..
JIRA and Service Desk removed the friction that was impacting our ability to COLLABORATE AS TEAMS. WE HAD GOOD PEOPLE. WE WERE GROWING FAST. BUT WE WERE UNABLE TO scale and capture marketshare.
Highly transactional business model
The Trade Desk works with our clients to create 1-on-1 digital advertising opportunities…processing ~432 BILLION transactions each and every day.
In the early years of the Trade Desk (2010-2012) our client services team would work with customers and our technical experts to answer questions and to resolve problems. Case communication was transacted in person or via email.
During this stage of our evolution, we had a handful of key “players” or subject-matter-experts. These were our rockstars…the go-to resource for specific issues or questions. As long as you knew who to contact, and they we available, your could quickly find an answer to get an issue resolved…and everything worked very well.
As we started to experience hyper-growth, teams expanded and deployed various tools to facilitate communication - and to address the growth of client accounts, Trade Desk teams and transaction volumes. These systems were not integrated and case communication was handled via email and various IM tools. The Support ticketing system and product management systems weren’t integrated.
At this stage were we’re seeing increases issues that were beginning to inhibit our growth. Our client population had expanded rapidly and our internal teams had grown significantly. The Trade Desk platform also became more sophisticated and our rock-star “players were beginning to drown in requests coming from many individual through various communication channels. Even worst, our client-facing teams and or clients were not receiving the quality of service that we believe was necessary to ensure our mutual success. We are averaging below 60% in customer satisfaction ratings and we had more hyper-growth and market-share gain potential ahead…but we needed to improve our processes and tools. The players were there…but we needed to build the “team”.
In late 2015 we deployed JIRA, Service Desk and Confluence across the entire enterprise…all case communications is handled via JIRA/Service Desk. Support ticketing and product management systems are seamlessly integration. Employees, Client Services and Partners are all active participants in Service Desk tickets.
We now have a platform and processes to support team execution. Our rock-star “players” are no longer answering the same questions over-and-over. All team members have visibility to what is in play, what has occurred, and can collaborate, as an informed participant, in issue resolution and solutions. Redundant work has been eliminated and ownership is clear. The “team” is now able to execute with low friction and is delivering amazing results.
Today, all Business Services participants submit their requests or issues via the JIRA Service Desk platform – eliminating organizational and process fragmentation.
The Service Operations teams are now able to manage all requests/issues with complete details and case history.
Requests and issues have complete traceability and the issue ownership chain (and accountability) is maintained.
Bug issues are seamlessly escalated and case resolution is orchestrated across all participating teams to ensure prompt response and client success.
Additional strategic value is being realized through product opportunities analysis and organizational/capacity planning.
Narration: The fascinating fact is that we were able to turn around the first phase of our solution in 120 days from concept to delivery. Our pace OF DELIVERY matched the speed of hyper growth at The Trade Desk.
The cPrime delivery team and Trade Desk SMEs worked closely together as one scrum team with iterative delivery and agile mindset.
As a product owner, Drew was always mindful of the most critical features needed – and measured every feature against the three pain points diligently: Fragmentation, Traceability, and Analytics.
cPrime brought in solution and technical leadership, and demonstrated working progress every week so we could solicit feedback early on. This also helped get buy-in from different groups throughout the delivery process, which assisted with org readiness and change management.
Through rapid and collaborative delivery, the product success has turned it into an enterprise platform with continuous adoption by many additional teams and processes.
With over 10 fulfillment teams, we have a variety of Service Desk requests running on this platform. They include –
PeopleOps – Employee on-boarding and off-boarding.
Application Support – System incidents or bugs and general support requests.
Asset management – Inventory management and application acces provisioning
Product Escalations – Feature requests, bug escalations and integration requests.
…..
So let’s take a closer look at People Ops Management – How The Service Desk onboarding solution remedied the three pain points in the organization.
The Trade Desk employee base has doubled each year over the last four years, and the need for a more streamlined onboarding process became critical for its continued growth and success.
PAIN POINT: FRAGMENTATION
Our goal here was to bring every single participant in the onboarding process into a central tool, where they could work together on a single version of the request. This includes all participants involved in the lifecycle of a request, from intake to triage to spawning additional access requests, all the way down to fulfillment of these requests.
The process begins when an HR rep submits a new Active Directory account request for the People Ops Service Team.
As you can see, the Intake form has variety of data fields from text fields, drop downs, dates etc. As such, a well defined Intake form extends a self-service mechanism to ensure completeness of the submitted request.
On this intake form, we had various cascading drop downs that were populated based on data objects managed in our CMDB database.
This CMDB database serves as our data matrix with a collection of static data objects as well as transactional data objects. In this example, our HR rep selects the type of worker, their manager, and corresponding department.
Once the request is successfully created, it ends up in the appropriate work queue with all relevant information needed to fulfill this request further.
Lets take a closer look at this request.
FIRST, the new employee object stub is created in the employee object of our CMDB so we can trace all service request activity for this employee from day 1.
Next, based on the selection made on the intake form, Service Desk automatically populates the request with the relevant fulfillment team and available applications accessible to the employee, based on their employment type and department, and all available permissions and memberships to different groups.
Service Desk rules-based automation brings a high level of consistency and governance to this process.
Also notice, based on these default provision settings, a new individual access request is spawned automatically per application to be provisioned.
All these spawned requests are linked back to the main onboarding request on the customer portal as well as the agent view for traceability.
This is what a spawned request for Dropbox access looks like.
If you take a closer look, Service Desk automatically mapped each spawned request with relevant permission details for different Dropbox folders.
Also, Service Desk automatically populated different levels of approvals needed along with corresponding approvers per level. In our example of Dropbox access, level 1 and level 2 approvals are needed. The logic is built to support single or multiple levels of approvals dynamically based on the rules data matrix.
Our JIRA workflow is also designed to dynamically route the request to one or multiple relevant approvers based on these business rules.
Once again, this ensures process efficiencies, consistency, and governance.
While an application request fulfillment may run on a parallel track, our main onboarding request can meanwhile be fulfilled and resolved in a timely manner.
The resolution of the onboarding request requires that an Active Directory account is mapped to it. Here, Service Desk dynamically pulls our list of available Active Directory accounts from LDAP. Once a request is linked to its corresponding AD account, the employee object gets updated with this info as well, thus ensuring completeness of request and the data object.
For the application access request, Service Desk leveraged the customer portal to get level 1 and level 2 approvals from its participants. With each approval, the workflow promotes the request to the next level of approver. The system notifies the relevant approver to move the request forward using the customer portal.
In this manner, all necessary participants are brought to collaborate centrally in the tool and on the same request.
Once necessary approvals are received, the request is automatically routed to the Fulfillment team Work Queue to provision access.
Here, a member of the relevant fulfillment team picks the requests and processes it to completion. In the case of a Dropbox request, completion is marked by assigning access to Trade Desk’s Dropbox account. Likewise, other application requests can be fulfilled on a parallel track.
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So as you can see, this implementation simplified and streamlined handoffs across the 6-10 different participants who may be involved in the onboarding of a single employee. Traditionally these hand offs spanned 3-4 different applications. Now, everyone worked on a single version of a request in a central tool.
This implementation also simplified decision-making through business rules mapping and workflow automation. No longer did people have to rely on tribal knowledge for request routing.
Finally, this implementation broke the silos and connected teams and processes in a manner that ensured consistency and process governance.
Narration: Next, lets see how this implementation solved various aspects of Traceability and visibility. Our goal here was to bring the right information to the attention of right people as well as connect information in a manner that gave meaningful insight into it.
…..
Improve visibility into production, of the team, workloads, turnaround times
Create data
Leverage the platform to gain greater visibility
So we built Persona based dashboards for improved visibility on volumes, status, and throughput.
This is a manager level dashboard, where they can see:
All members of a team
workload per members
Requests volume
Trends on resolution rate
This approach serves as a good mechanism to report on the current state of affairs in a central place.
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PREVIOUSLY, The Trade Desk data was fragmented and there was no visibility.
No single location to see the entire picture related to an issue.
Email related requests were absent of clear accountability or ownership.
It was not uncommon to see many team members addressed (or copied) on an issue message with no primary issue owner.
Email volumes continued to increase, causing email fatigue and compounding ownership challenges.
Additionally, we were able to draw out SLA metrics that showed team performance, time to resolution, hand off bottlenecks, and overall throughput.
In this example, you can see the average time to response/support a request depending on its priority and severity.
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Metrics:
Time it takes to process a request
How long a request sits in a particular state
Metrics objectively views throughput
Bottlenecks
Productivity
Through Insights add on, we were able to build and manage various type of data objects in the data matrix.
Here, We gain insight into all relevant information on an employee, their employment details, their reporting structure, what applications they have access to, and any other service requests related to them.
Through Insights add on, we were able to build and manage various type of asset inventories. These could be physical objects or application objects. As you can see on screen, this is a list of all DropBox folders managed in the organization. For each dropbox folder, you can see who owns the folder, who has access to the folder, and all related services requests for it.
The Trade Desk went public (in 2016) – with over $1B dollar valuation according to analysts and was deemed as one of the most successful IPO of 2016. With so much spotlight, the need to meet and maintain the expectations on data regulations and compliance was cirtical.
Through our CMDB solution, auditors have access to all necessary data needed to meet regulatory needs for traceability and compliance.
For our third pain point – Analytics – Drew will walk us through how they were able to leverage the data from JIRA for more objective understanding and decision making.
…..
PAIN POINT: Analytics
Persona based dashboards for improved visibility on volumes, status, and throughput.
Persona based dashboards for improved visibility on volumes, status, and throughput.
Persona based dashboards for improved visibility on volumes, status, and throughput.
Before the deployment of JIRA Service Desk our customer satisfaction ratings we averaging below 60%.
From mid-2016 and, I am happy to say to today, our customer satisfaction score have not fallen below 99%!
…..
Before the deployment of JIRA Service Desk, our customer satisfaction ratings WERE averaging below 60%.
From mid-2016 and, I am happy to say to today, our customer satisfaction score HAS not fallen below 99%!
Before the deployment of JIRA Service Desk our customer satisfaction ratings we averaging below 60%.
From mid-2016 and, I am happy to say to today, our customer satisfaction score have not fallen below 99%!
…..
Before the deployment of JIRA Service Desk, our customer satisfaction ratings WERE averaging below 60%.
From mid-2016 and, I am happy to say to today, our customer satisfaction score HAS not fallen below 99%!
My experience and that of the Trade Desk has taught us that establishing high level goals and driving an aggressive timeline can help us fuel our ability to sustain hyper-growth.
Our high level goals included -
- Iterative approach, which helped gain executive support on continued basis by delivering iterative value.
- Ability to stay nimble and agile in the midst of hyper growth.
- Growing interest by other departments in the organization due to the growing success of this platform.
- Business championship and the platform sells itself!
- Cross-domain knowledge sharing to drive continuous improvement and operational efficiencies.
Because of our commitment to this continued success we drove the JIRA Service Desk deployment from concept to operationalization – 120 days.
We are continuing this service delivery journey as we add more teams and refine our processes – based on the experiences and knowledge gained through JIRA Service Desk and our partnership with C-Prime.
……
This sounds like Drew – I think Service Desk should be introduced at the top – behaviors changed because of GREAT software, scalable and collaborative, that automates many functions, and is rules-based for consistency and good governance!
**For the ‘Thank you’ slide, simply choose the same master slide as the intro card and delete the subtitle (unless you need it for good reason).