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How Atlassian Support & Development Team Up to Release Software
The document discusses how Atlassian's Service Enablement team works to help the Support and Development teams prepare for software releases. It ensures a frictionless experience for customers by understanding issues customers may face with releases and guiding Product teams. It prepares Support teams by providing insights from customer tickets, ensuring readiness through training and documentation. The Service Enablement team has grown over time and now consists of several squads and engineers focused on analytics, communication and working with Support and Product Management.
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How Atlassian Support & Development Team Up to Release Software
- 1. MATT SAXBY SERVICE ENABLEMENTTEAM LEAD @MATTHEW_SAXBY How Atlassian Support and Development Team Up to Release Software BEN MAGRO SERVICE ENABLEMENT TEAM LEAD @MAGRO
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- 3. What is thisscreen?
- 4. What is thedifference
- 5. OAuth vs TrustedApps
- 6. Does this meanit’s working
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- 11. NAME • TITLE• COMPANY • @TWITTERHANDLE Title Subtitle
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- 13. HOW TO GETSTARTED GUIDING PRODUCT TEAMS PREPARING SUPPORT TEAMS OUR TEAM
- 14. HOW TO GETSTARTED GUIDING PRODUCT TEAMS PREPARING SUPPORT TEAMS OUR TEAM
- 15. 1515 SERVICE ENABLEMENT EXISTSTO Create a frictionless product experience for our customers
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- 22. Support teams report beingunprepared for releases 99%
- 23. Only of teams haveformal process 23%
- 24. HOW TO GETSTARTED GUIDING PRODUCT TEAMS PREPARING SUPPORT TEAMS OUR TEAM
- 25. TrainingToolsJIRA 7.0 Deep diveinto a specific case study Run through some of the specific tools we use Look at how we approach training Preparing Support Teams bit.ly/atlas_set
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- 28. Manage increase in supporttickets 35% bit.ly/atlas_set
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- 33. 3456 2 1 6.4 ReleaseDateprevious average of 300pw Comparison Average bit.ly/atlas_set
- 34. 3456 2 1 7.0 ReleaseDatecurrent average of 500pw Current Average bit.ly/atlas_set
- 35. 321 64 5 Previous ReleaseDate +10% +17% +27% +12% +10% +4% Release Affect bit.ly/atlas_set
- 36. 321 64 5 Current ReleaseDate 550 585 635 560 550 520 Release Affect bit.ly/atlas_set
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- 43. Making updates to documentation Responsibility Singlepoint of contact Creating new knowledge bit.ly/atlas_set
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- 50. How do Iturn it off? How does it work? What is it? Release Documentation bit.ly/atlas_set
- 51. What are theknown issues or limitations? How can this feature be debugged? Where is the data stored? Release Documentation bit.ly/atlas_set
- 52. HOW TO GETSTARTED GUIDING PRODUCT TEAMS PREPARING SUPPORT TEAMS OUR TEAM
- 53. PreventingRepairing Fixing existing customer pain GuidingProduct Teams Preventing customer pain in the future
- 54. Why does Confluence Searchsuck! My instance stopped working Why so expensive :) I love JIRA
- 55. SUPPORT PRODUCT MANAGEMENT Don’t have detailed understandingof the channel Don’t have the time Single customer bias Lack of understanding of dev team priorities
- 56. SUPPORT PRODUCT MANAGEMENT Don’t have detailed understandingof the channel Don’t have the time Single customer bias Lack of understanding of dev team priorities SERVICE ENABLEMENT Understand the channel See broader trends Understand development roadmaps
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- 58. Page - EditorPage- Attachments Space - Export Macros Tables … SUPPORT
- 62. PreventingRepairing Fixing existing customer pain GuidingProduct Teams Preventing customer pain in the future
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- 66. DEVELOPMENT CUSTOMERS PRODUCT “We need tomake sure we understand well the issues that our customers will be facing, we're in early stages now and there's a lot to learn for us. Supporting customers is a great way to accelerate that learning” Sten Pittet - Pipelines PM
- 67. • Big coolstatistic • 2,56 9 • Add-Ons in Marketplace HOW TO GET STARTED GUIDING PRODUCT TEAMS PREPARING SUPPORT TEAMS OUR TEAM
- 68. PM or BAskillset Existing manager 2012 Three engineers
- 69. One developer Seven engineers Introducedhead of 2015
- 70. Dedicated analytics Four squads Twelveengineers 2016
- 73. MATT SAXBY SERVICE ENABLEMENTTEAM LEAD @MATTHEW_SAXBY How Atlassian Support and Development Team Up to Release Software BEN MAGRO SERVICE ENABLEMENT TEAM LEAD @MAGRO
- 74. Service Enablement isnot a luxury. It is an investment in your customers.
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