embracing the consumerization of it in your company
TRANSCRIPT
NIKKI NGUYEN • PRODUCT MARKETING MANAGER • ATLASSIAN • @NIKKIHNGUYEN
Embracing the consumerization of IT
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
Where do we see this?
But where haven’t we seen this…?
T H E E X P E R I E N C E
C U S TO M E R S E RV I C E
T H I N G S TO C O N S I D E R
…let’s start with an example
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Don’t believe me?
What has IT been sold?
IT Team Customers
Here’s the proof
printer paperprinter paper
T H E E X P E R I E N C E
C U S TO M E R S E RV I C E
What does that mean?
T H I N G S TO C O N S I D E R
Quality > SpeedSelf-service Continually delightful
The Golden Rule
T H E E X P E R I E N C E
C U S TO M E R S E RV I C E
We did it, you can too
T H I N G S TO C O N S I D E R
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
The ONE KEY take away
Thank you!
NIKKI NGUYEN • PRODUCT MARKETING MANAGER • ATLASSIAN • @NIKKIHNGUYEN
@NIKKIHNGUYEN