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JIRA Service Desk – a modern and flexible service desk experience that streamlines customer requests, and boosts your IT team’s efficiency, taking your service desk to a whole new level. JIRA Service Desk integrates directly with JIRA, Atlassian’s issue management software used by more than 22,000 teams worldwide. Learn in 30 minutes: 1) How we’ve gone beyond the powerful JIRA platform 2) How you can easily create a clean and intuitive customer interface to submit requests 3) How to get real-time SLA visibility 4) How to focus your team with custom queues 5) How to improve your team’s efficiency with real-time reports JIRA Service Desk is available now for a free 30-day trial, OnDemand or download. Pricing starts at just $10 for 10 users.
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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
0:23
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 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!
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
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