JIRA Service Desk

C h r i s t o p h e C a p e l • J I R A P r o d u c t M a r k e t i n g • @ C h r i s t o p h e C a p e l

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

Advanced & Customizable

Simple &Lightweight

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

JIRA Service Desk makes this possible!

I’m listening to the #JIRA #ServiceDesk Webinar!

System access

Purchase Request

Purchase Request

Problem report

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 !

R e q u e s t G r o u p s

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

T e 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

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Integrated SLA Visibility

0:23T I M E R O N

Integrated SLA Visibility

0:23T I M E R P A 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 - F A I L E D S L A

-0:01

Integrated SLA Visibility

-0:01I S S U E R E S O L V E D - F A I L E D S L A

-0:35

Integrated SLA Visibility

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

-0:350:42

Integrated SLA Visibility

@JIRA #SERVICEDESK #SLAs kick-ass!

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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

SLA Calendars

Easily create new SLA calendar

Define your time zone, working hours and

holidays

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

G r e a t r e p o r t s o u t -o f - t h e - b o x !

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

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

WORKFLOWS PERMISSIONSMARKETPLACE

JIRA Platform

FIELDS NOTIFICATIONS

TEAM

QUEUES

INTUITIVE

INTERFACE

POWERFUL

SLAs

REAL-TIME

REPORTS

www.atlassian.com/servicedesk

www.atlassian.com/software/jira/service-desk/demo

http://blogs.atlassian.com/2013/11/insight-jira-service-desks-pricing-model/

Have you read our latest blog: “Insight into JIRA Service Desk’s pricing model”?

Thank you

www.atlassian.com/servicedesk