Embracing the Consumerization of IT in Your Company
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Here are two truths: Employees expect consumer experiences. IT teams need to follow processes and measure success. Can both be done at the same time? Atlassian's IT team recently answered this question and found that it's not only possible, but necessary. Nikki Nguyen from Atlassian will walk through how Atlassian's IT team transformed the IT experience to make it both more employee friendly and efficient. He will talk through how the team changed their team structure, their tools, their metrics for success...and some unexpected tips and tricks that they found out along the way. Products covered: JIRA Service Desk
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Embracing the Consumerization of IT in Your Company
- 1. NIKKI NGUYEN • PRODUCT MARKETING MANAGER • ATLASSIAN • @NIKKIHNGUYEN Embracing the consumerization of IT
- 2. Does this look familiar? •Installing apps in 3 mins •Backing up data in 30 mins •Accessing 27388 years of data on demand •Deploying an application in 3 months •Data recovery in 3 CAB meetings •Waiting 1 month for 5KB document update to be approved Source: @vigilantGuy
- 3. Where do we see this?
- 4. But where haven’t we seen this…?
- 5. THE EXPERIENCE CUSTOMER SERVICE THINGS TO CONSIDER …let’s start with an example
- 15. What has IT been sold?
- 17. Here’s the proof
- 20. THE EXPERIENCE CUSTOMER SERVICE What does that mean? THINGS TO CONSIDER
- 21. Quality > SpeedSelf-service Continually delightful The Golden Rule
- 22. THE EXPERIENCE CUSTOMER SERVICE We did it, you can too THINGS TO CONSIDER
- 23. Industry Standard: Metrics •Cost per Contact •Customer Satisfaction •Agent Utilization •First Contact Resolution Rate •First Level Resolution Rate •Agent Satisfaction •Aggregate Service Desk Performance Atlassian’s Metric & SLA •Defining Metrics and SLA w/ Customer Service Behaviors •Customer Satisfaction •Drivers to meeting SLA (100% vs 85%) •Project vs Maintenance work What didn't work for us
- 24. The ONE KEY take away
- 25. Thank you! NIKKI NGUYEN • PRODUCT MARKETING MANAGER • ATLASSIAN • @NIKKIHNGUYEN @NIKKIHNGUYEN nikki@atlassian.com