the next gen it service desk with jira service desk 1.0

we listen to our customersD a n C h u p a r k o f f • J I R A P r o d u c t M a r k e t i n g • @ c h u p a r k o f f

How many of you are using JIRA?

Has anyone tried JIRA Service Desk?

Is anyone using ‘regular JIRA’ for Service?

38%use JIRA

for service desk

38% of @JIRA customers use JIRA for their #ServiceDesk

Powerful Agent Engine

Request Interface

two ends of the spectrum

Introducing

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

Meet Ryan

He needs the IT team’s help...

IT TeamRyan

I need some new software!

Procurement request

System access

Purchase Request

Purchase Request

Problem report

JIRA Service Desk makes this possible!

I’m at #Jira #atlassian #Roadshow #ServiceDesk Presentation!

C u s t o m e r -c e n t r i c

l a n g u a g e !

S i m p l i f i e d I n t e r f a c e !

Natural-language requests1

Simplified request interface2

Self-service knowledge base3

Intuitive Interface

Turn your #SERVICEDESK into a self-service desk with @JIRA #servicedesk

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

B e s t -p r a c t i c e

Te a m Q u e u e s !

N e w I s s u e , 2 n d

o n t h e l i s t

One place for your team to go1

Automatically triaged & prioritized2

JIRA Query Language (JQL)3

Custom Team Queues

Automate triage and prioritization of requests with @JIRA #SERVICEDESK

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

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Integrated SLA Visibility

T I M E R E M A I N I N G

0:23

Integrated SLA Visibility

0:23T I M E R O N

Integrated SLA Visibility

0:23T I M E R PA U S E D

Integrated SLA Visibility

M O R E T H A N 1 H O U R R E M A I N I N G

0:231:05

Integrated SLA Visibility

0:45L E S S T H A N 1 H O U R R E M A I N I N G

Integrated SLA Visibility

0:29L E S S T H A N 3 0 M I N U T E S R E M A I N I N G

Integrated SLA Visibility

0:29I S S U E S T I L L O P E N - FA I L E D S L A

-0:01

Integrated SLA Visibility

-0:01I S S U E R E S O LV E D - FA I L E D S L A

-0:35

Integrated SLA Visibility

I S S U E R E S O LV E D - S L A M E T

-0:350:42

Integrated SLA Visibility

@JIRA #SERVICEDESK #SLAs kick-ass!

0:42

J Q L : Priority = Blocker

Advanced SLA Configuration

J Q L : Priority = Major

Advanced SLA Configuration

J Q L : Reporter in group(“bosses”)

Advanced SLA Configuration

Advanced SLA Configuration

Powerful SLA engine1

Integrated SLA visibility2

Supports advanced SLA rules3

Powerful SLAs

SLAs in @JIRA #SERVICEDESK are powerful and visible everywhere

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

We’ve rolled out JIRA Service Desk in production to

over 1,500 users. It was ridiculously easy - and the

SLA metrics were eye opening.

A A R O N J O N E S , G O O D . C O M

”

“

Say “Hi” to Aaron at @i_b_aj he is a real nice guy

Great reports out of the box1

Easily create new reports with JQL2

Retroactively applied against your data3

Real-time Reporting

With @JIRA #SERVICEDESK, retroactively apply SLAs & review real-time reports

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

plus years of

evolution

@JIRA #SERVICEDESK leverage all existing @JIRA customizations and workflows

Fields

Workflows

Notifications

People

Permissions

Marketplace

ATLASSIAN.COM/SERVICEDESK

Questions?