The document discusses the challenges faced by IT teams, emphasizing the necessity for better alignment with business and development teams to improve service management and customer experience. It presents statistics highlighting the shift toward integrated service desks like Jira Service Desk, which simplifies workflows and enhances collaboration. The document also underscores cultural changes within organizations, as service management expands beyond IT to include various departments like HR and finance.

1. Revolutionize Your IT Team
WALTER BUGGENHOUT • ACA IT-SOLUTIONS • @WBUGGENHOUT

2. Agenda
SERVICE MANAGEMENT TRENDS
JSD FOR IT & BEYOND
CUSTOMER STORIES
JSD OUTSIDE IT
WHY JIRA SERVICE DESK?

3. 3
Atlassian focuses on helping teams
COMPLETE
ORGANIZE
SUPPORT
IT
SOFTWARE
HR
MARKETING
ENGINEERING
DISCUSS
YOUR TEAM

4. Challenges facing IT Teams
IT team
Business teams
Dev teams

5. Challenges
Facing IT
concerned about delivering value to their
organization
86%
IT
80%
of an IT department’s budget is used in
Keeping the Lights On (KTLO)
Source: HDI, “Service Management, Not Just for ITAnymore”, 2014
Source: Gartner, “Eight of Ten Dollars Enterprises Spend on IT is “Dead Money”, 2015

6. IT team
6
“30% of organizations have moved ticket resolution closer to
the service desk, reducing escalations when possible”
“67% wanted to provide a better customer experience.”*
* Top reason why organizations are changing Service Desks
Source: HDI, “Service Management, Not Just for ITAnymore”, 2014
There is a growing demand for quality service between users and IT.
2014 Service Management Study
IT's Challenge To Deliver Better Customer Experience
“91% of end-users say they prefer self-service”

7. IT and Dev
IT not aligned with dev
realizing the value of agile dev methods
Dev adopting agile
working in separate tools
Organizational Silos
IT and dev processes aren’t aligned
IT Dev
Sources: Puppet Labs, “2015 State of DevOps Reports”, 2015
W
A
L
L

8. Turning to
Innovation
75%
Global IT spending managed outside
the IT department
Two Speed IT
Traditional IT - speed of operations
Agile IT - speed of innovation
38%
of IT organizations will adopt bi-modal
(two speed IT) by 2017
Sources: Gartner, “CIOs Need Bimodal IT to Succeed in Digital Business”, 2014
Source: Avanade - “Attaining the Hidden ROI of Managed Services with Two Speed IT” 2015
IT

9. Atlassian understands the challenges facing IT
Business teams
IT teams
Dev teams

10. Better together
Business teams IT teams Dev team
Deliver end-to-end IT service management that's fast and agile for your organization

11. What if you
could…

12. Deliver a user experience
that people love

13. Make it easy
to find answers
?
??

14. Do more, faster -
by collaborating
Dev TeamsIT TeamsBusiness Teams

15. Legal
Enable business services
Finance Marketing

16. Show value to the business
as a trusted partner and advisor
IT teamBusiness team

17. Become a destination for
Services & Support
ITBusiness Users

18. Let’s win back
the customer

19. Agenda
SERVICE MANAGEMENT TRENDS
JSD FOR IT & BEYOND
CUSTOMER STORIES
JSD OUTSIDE IT
WHY JIRA SERVICE DESK?

21. SOFTWARE
IT
BUSINESS

22. 22
Service Management software
Designed on JIRA and purpose built for IT and service teams
IT

23. JIRA customers lead the way
40% of JIRA customers
were using JIRA for service desk, before we created JIRA Service Desk.
We want JIRA Service Desk!

24. Why IT teams love JIRA Service Desk
Simple self-service
ITIL workflows
Integrated knowledge?
Streamlined ticket management
Powerful SLAs and Reporting
Automation rules
Real-Time Collaboration
IT

25. Ease of access to all Service Desks
25
?
??
Make it easy
to find help!

26. Simplified self-service users love!
26

27. Making knowledge accessible and actionable
27
KNOWLEDGE BASE
CUSTOMER PORTAL

28. Deflect requests with knowledge recommendations
28

29. Streamlined IT Service support
29

30. Powerful SLAs right out of the box
30

31. Proactive Service Support with SLAs
31

32. ChatOps
Place the tools in the
middle of the conversation
Collaborate in real-time
Lower MTTR
Leverage team knowledge

33. Mentions
Solve issues faster with connected teams
33
CommentsShares
+

34. Valuable insights with real-time reports
34

35. Real-time service support automation
35
Choose pre-defined automation rules; or
Create custom rules to streamline processes
SLA due
Ticket status changes
System goes down
Email is received
Ticket is approved
Send reminder
Escalate ticket
Create a ticket
Change priority
Grant access

36. Configuring Automation with ease
36

37. Ease of setup
• Level One
• Level Two
• Level Two
• Level Two
• Level One

38. Big cool statistic
2,569Add-Ons in Marketplace
Ease of setup - Basic Service Desk

39. Big cool statistic
2,569Add-Ons in Marketplace
Ease of setup - IT Service Desk

40. Big cool statistic
2,569Add-Ons in Marketplace
IT Service Desk Workflows
Incident Management
Problem Management
Change Management
Service Request
ITIL workflows

41. IT meets DevOps
In 2015 the percentage of IT teams adopting DevOps (agile) passed 60%
IT Dev

42. Source: Puppet Labs - https://puppetlabs.com/2015-devops-report, - 2015
High-performing IT teams leverage DevOps
- deploy code 30x more frequently than peers
- complete deployments 200x faster
- encounter 60% fewer failed deployments
- 168x faster mean time to recover (MTTR)
Why DevOps Matters

43. Development
current build
Backlog
bugs
Planning
feature requests
Tearing down the walls between IT and Dev
Dev TeamsIT Team
Incident
service outage
Problem
application bug
Change
server upgrade
???

44. Visibility of bugs

45. Linking Incidents to Issues

46. IT and Dev collaborating to solve issues

47. How a request becomes a feature

48. Dev and IT better together
48
Anyone-Can-Use
Interface
Centralize Dev
And Support
Keep All
Customizations

49. Agenda
SERVICE MANAGEMENT TRENDS
JSD FOR IT & BEYOND
CUSTOMER STORIES
JSD OUTSIDE IT
WHY JIRA SERVICE DESK?

50. Service Management
for all teams

51. 51%
of organizations have adopted or are planning to
adopt IT service management outside of IT
IT services are evolving into business
services as the boundary between
technology and business blurs.
HR
MARKETINGLEGAL
FINANCE

52. Europe has the highest usage
of Finance as a service desk
Popular ways to get service outside of IT
Finance
HR is the most popular
use case of service outside
of IT across the world
Human Resources
40% of those who use service
outside of IT use it for HR
30% of those who use service
outside of IT use it for Finance
Most common
organization to adopt
service management
across all regions
Facilities
48% of those who use service
outside of IT use it for Facilities
Source: HDI, “Service Management, Not Just for ITAnymore”, 2014
2014 Service Management Study

53. Agenda
SERVICE MANAGEMENT TRENDS
JSD FOR IT & BEYOND
CUSTOMER STORIES
JSD OUTSIDE IT
WHY JIRA SERVICE DESK?

54. 54
Implemented JIRA Service Desk to over 100 teams outside of
IT, including Human Resources, Procurement, and Facilities.
Customer Story

55. 55
Service Teams
Driving Innovation
Customer Story

56. Customer Story
Increased issue
resolution rates by
67%

57. Collapsed over 20 services
into 1 with JIRA Service
Desk – saving time and
money
Customer Story

58. https://www.atlassian.com/customers

59. Agenda
SERVICE MANAGEMENT TRENDS
JSD FOR IT & BEYOND
CUSTOMER STORIES
JSD OUTSIDE IT
WHY JIRA SERVICE DESK?

60. An Industry Leader
https://www.g2crowd.com/categories/service-desk
The G2 Grid rates
products based on
the Service Desk
products customer
satisfaction and
market presence.
JIRA Service Desk is
ranked is a Leader.

61. An Industry Leader
COLUMN TITLE COLUMN TITLE COLUMN TITLE
Attribute Rank
Customer Service 1
Value For Money 1
Customer Support 1
Overall Satisfaction 1
http://www.theitsmreview.com/2015/06/sits15-results/
From ITSM Review team’s
survey of attendees at
UK’s leading Conference
for ITSM Professionals:
SITS15

62. 14,000+

63. JIRA Service Desk Pricing

64. One More Thing….
Available for
High availability Instant scalabilityPerformance at scale

65. Why JIRA Service Desk?
A New Approach To Service Management
Super simple to use
Focused on the end user and a request experience they will love
Affordable pricing
JSD pricing is a win for customers
Single platform for your IT and Dev Teams
Fully integrated with JIRA.
Flexibility IT and service teams love
Easily adapt JIRA Service Desk to any support process

66. Customer Story
‘The collaboration between dev and IT have
improved 2x since we implemented both JIRA and
JSD, meaning we're building better software.’
Michael Hall - Business Tools Team Lead
Bug triage in JIRA + JIRA Service Desk

68. Enjoy the break!
WALTER BUGGENHOUT • ACA IT-SOLUTIONS • @WBUGGENHOUT
Drinks are on us

70. Why ACA IT-Solutions
Our Approach To Atlassian Service Management
Licensing, Setup, Consultancy and Training
Reliable technical expert support for your Atlassian environment
Consultancy and setup for taking your Atlassian environment to the
next level
Health Check, Process and Tooling Consultancy and Workshops
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