the next gen it service desk with jira service desk 1.0

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we listen to our customers Dan Chuparkoff JIRA Product Marketing @chuparkoff

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Veranstaltung "Atlassian Roadshow: JIRA Service Desk 1.0" in Berlin am 12. November 2013. Eine Präsentation zum Thema "The next gen IT Service Desk with JIRA Service Desk 1.0" von Tony Atkins, Lean Innovation Program Manager bei Atlassian.

TRANSCRIPT

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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

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How many of you are using JIRA?

Has anyone tried JIRA Service Desk?

Is anyone using ‘regular JIRA’ for Service?

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38%use JIRA

for service desk

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

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Powerful Agent Engine

Request Interface

two ends of the spectrum

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Introducing

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Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

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Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

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Meet Ryan

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He needs the IT team’s help...

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IT TeamRyan

I need some new software!

Procurement request

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System access

Purchase Request

Purchase Request

Problem report

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JIRA Service Desk makes this possible!

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

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

l a n g u a g e !

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

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Natural-language requests1

Simplified request interface2

Self-service knowledge base3

Intuitive Interface

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

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Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

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Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

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

Te a m Q u e u e s !

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

o n t h e l i s t

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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

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Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

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Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

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0:23

Integrated SLA Visibility

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

0:23

Integrated SLA Visibility

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0:23T I M E R O N

Integrated SLA Visibility

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

Integrated SLA Visibility

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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

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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

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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

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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

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-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

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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!

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0:42

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J Q L : Priority = Blocker

Advanced SLA Configuration

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J Q L : Priority = Major

Advanced SLA Configuration

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J Q L : Reporter in group(“bosses”)

Advanced SLA Configuration

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Advanced SLA Configuration

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Powerful SLA engine1

Integrated SLA visibility2

Supports advanced SLA rules3

Powerful SLAs

SLAs in @JIRA #SERVICEDESK are powerful and visible everywhere

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Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

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Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

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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

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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

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Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

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plus years of

evolution

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

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Fields

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Workflows

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Notifications

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People

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Permissions

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Marketplace

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ATLASSIAN.COM/SERVICEDESK

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Questions?