The document discusses the implementation and benefits of a self-service desk at Atlassian, highlighting a significant increase in internal customer requests and a preference for self-service options. Key steps include tracking processes, identifying low-hanging service requests, and enabling self-service, resulting in 43% of contract submissions not requiring legal review. Overall, the self-service approach has led to improved efficiency and customer satisfaction.

1. #atlassian

2. The “Do It Yourself” service desk
CHRISTOPHE CAPEL • SENIOR PRODUCT MARKETING MANAGER • ATLASSIAN • @CHRISTOPHECAPEL

4. Contract review requests
+100%

6. Internal customers growth
+200%

9. Introducing the Legal Express Lane

10. 72% of customers prefer to self-serve
to answer their questions
Self-serv honey stand in Haw Creek, Asheville by Selena N. B. H.

11. Creating a self-service desk

12. Creating a self-service desk
1. Track the process

13. Creating a self-service desk
1. Track the process
2. Find the "low hanging” service requests

14. Creating a self-service desk
1. Track the process
2. Find the "low hanging” service requests
3. Enable self-service

15. 1) Track the process
Lego Explorer by JonoTakesPhotos

16. 2) Find the “low hanging” service requests
Risk
Impact

17. 2) Find the “low hanging” service requests
Focus legal resources here
Risk
Impact

18. 2) Find the “low hanging” service requests
Focus legal resources here
Legal Express Lane
Risk
Impact

19. Self service by Mark Skipper

20. “
I need a kick-a$$ idea for our
next JIRA Service Desk
Marketing campaign!
– Christophe Capel, JIRA Service Desk Marketing ”

21. You mean, you need a
Chuck Norris idea, right?”
“

24. go/legal

29. Matthew Rasmussen, Atlassian’s Legal

37. Last quarter, thanks to the Legal
Express Lane, 43% of the
contract submissions required
no material legal review.
– Matthew Rasmussen, Atlassian’s Legal ”
“

39. Results

41. Thank you!
CHRISTOPHE CAPEL • SENIOR PRODUCT MARKETING MANAGER • ATLASSIAN • @CHRISTOPHECAPEL