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Service Desk Keynote Summit 2014
This document appears to be from a keynote presentation about service desks. It discusses how one company has over 1,700 service desks and saves $25 per agent compared to $0 per customer. It promotes the benefits of JIRA Service Desk for improving ticket resolution rates. It also discusses tools for providing faster self-service options and a better consumer-grade experience through knowledge bases, automation, and teamwork. The presentation encourages attendees to work better together to do more and add more value.
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Service Desk Keynote Summit 2014
- 3. Service Desk Keynote DD A Didier Moretti General Manager, Service Desk
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- 6. 80 Service Desksat one company
- 7. $0 | customer $25 | agent
- 14. 128 Service DesignService Transistion Service Operations Continual Service Demand Financial Strategy Generation Service Portfolio Service Catalog Service Level Capacity Availability Service Continuity Information Security Knowledge Change Asset and Configuration Release and Deployment Incident Problem Event Request Fufillment Access Operations Improvement Service Measurement Service Reporting Service Improvement Transision Planning and Support Service Validation and Testing Service Desk Application Technical IT Operations
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- 21. How can Igive my users a consumer grade experience?
- 22. How can I do more, faster?
- 23. How can myteam together? work better
- 24. How can I add more value to my company?
- 25. Do more, faster Consumer grade experience Work better together Add more value
- 27. %&#@!! %&#@!! %&#@!! %&#@!! %&#@!! %&#@!!
- 28. Get rid ofyour old van.
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- 30. Edwin Wong GroupProduct Manager, Service Desk
- 31. Edwin Wong GroupProduct Manager, Service Desk
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- 47. %&#@!! %&#@!! %&#@!! %&#@!! %&#@!! %&#@!!
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- 51. Faster with selfservice
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- 54. Since deploying JIRAService Desk we’ve increased tickets resolution by almost 70 percent NICK CUNNINGHAM, PUPPET LABS ” “
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- 64. When ticket isapproved then grant access
- 65. ticket is approved close ticket a system goes down email is received reset password give suggestion sla is due send reminder escalate ticket ticket times out grant access a ticket is raised create a ticket change priority
- 67. Impressive experience Fasterwith self service
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- 78. That’s not good,that will stop sales coming in. I’m investigating now.
- 80. Verified that thisisn’t an issue with the hardware, we’ll need to refer this to Jenny. @JennyEvans - can you look into this?
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- 97. nFeed Insight EphorPocketDesk
- 98. Impressive experience Poweredby teamwork Faster with self service
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- 102. Meet Alex fromTwitter
- 103. Reduced time spentby 50% on requests for legal review
- 104. Build 38 18 Engineering Net Promoter Score
- 105. Raised $65K forRoom to Read in 1 day
- 106. Do more, faster Consumer grade experience Work better together Add more value
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- 109. New Pricing CentralPortal Email Requests Team Workload Collaborators Integrations
- 110. Mobile Experience IntegratedKnowledge Search Automation Confluence Question Integration
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