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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.
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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
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
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 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?