revolutionize your it team with jira service desk

Revolutionize Your IT Team

WALTER BUGGENHOUT • ACA IT-SOLUTIONS • @WBUGGENHOUT

AgendaS E RV I C E M A N A G E M E N T T R E N D S

J S D F O R I T & B E Y O N D

C U S TO M E R S TO R I E S

J S D O U T S I D E I T

W H Y J I R A S E RV I C E D E S K ?

3

Atlassian focuses on helping teams

COMPLETE

ORGANIZE

SUPPORT

IT

SOFTWARE

HR

MARKETING

ENGINEERING

DISCUSS

YOUR TEAM

Challenges facing IT Teams

IT team

Business teams

Dev teams

Challenges Facing IT concerned about delivering value to their

organization

86%

IT

80%of an IT department’s budget is used in Keeping the Lights On (KTLO)

Source: HDI, “Service Management, Not Just for IT Anymore”, 2014Source: Gartner, “Eight of Ten Dollars Enterprises Spend on IT is “Dead Money”, 2015

IT team

6

“30% of organizations have moved ticket resolution closer to the service desk, reducing escalations when possible”

“67% wanted to provide a better customer experience.”*

* Top reason why organizations are changing Service Desks

Source: HDI, “Service Management, Not Just for IT Anymore”, 2014

There is a growing demand for quality service between users and IT.

2014 Service Management Study

IT's Challenge To Deliver Better Customer Experience

“91% of end-users say they prefer self-service”

IT and Dev

IT not aligned with dev

realizing the value of agile dev methodsDev adopting agile

working in separate tools

Organizational SilosIT and dev processes aren’t aligned

IT Dev

Sources: Puppet Labs, “2015 State of DevOps Reports”, 2015

WALL

Turning to Innovation

75%

Global IT spending managed outside the IT department

Two Speed ITTraditional IT - speed of operationsAgile IT - speed of innovation

38%

of IT organizations will adopt bi-modal (two speed IT) by 2017

Sources: Gartner, “CIOs Need Bimodal IT to Succeed in Digital Business”, 2014Source: Avanade - “Attaining the Hidden ROI of Managed Services with Two Speed IT” 2015

IT

Atlassian understands the challenges facing IT

Business teams

IT teams

Dev teams

Better together

Business teams IT teams Dev team

Deliver end-to-end IT service management that's fast and agile for your organization

What if you could…

Deliver a user experience

that people love

Make it easy

to find answers

???

Do more, faster -by collaborating

Dev TeamsIT TeamsBusiness Teams

Legal

Enable business services

Finance

HR

Marketing

Show value to the business

as a trusted partner and advisor

IT teamBusiness team

Become a destination for

Services & Support

ITBusiness Users

Let’s win backthe customer

AgendaS E RV I C E M A N A G E M E N T T R E N D S

J S D F O R I T & B E Y O N D

C U S TO M E R S TO R I E S

J S D O U T S I D E I T

W H Y J I R A S E RV I C E D E S K ?

SOFTWARE

IT

BUSINESS

22

Service Management software Designed on JIRA and purpose built for IT and service teams

IT

JIRA customers lead the way

40% of JIRA customers were using JIRA for service desk, before we created JIRA Service Desk.

We want JIRA Service Desk!

Why IT teams love JIRA Service DeskSimple self-service

ITIL workflows

Integrated knowledge?

Streamlined ticket management

Powerful SLAs and Reporting

Automation rules

Real-Time CollaborationIT

Ease of access to all Service Desks

25

? ??

Make it easy

to find help!

Simplified self-service users love!

26

Making knowledge accessible and actionable

27

KNOWLEDGE BASE

CUSTOMER PORTAL

Deflect requests with knowledge recommendations

28

Streamlined IT Service support

29

Powerful SLAs right out of the box

30

Proactive Service Support with SLAs

31

ChatOps

Place the tools in the middle of the conversation

Collaborate in real-time

Lower MTTR

Leverage team knowledge

Mentions

Solve issues faster with connected teams

33

CommentsShares

+

Valuable insights with real-time reports

34

Real-time service support automation

35

Choose pre-defined automation rules; orCreate custom rules to streamline processes

SLA dueTicket status changes

System goes down

Email is received

Ticket is approved

Send reminderEscalate ticket

Create a ticketChange priority

Grant access

Configuring Automation with ease

36

Ease of setup

• Level One• Level Two• Level Two• Level Two

• Level One

Big cool statistic

2,569Add-Ons in Marketplace

Ease of setup - Basic Service Desk

Big cool statistic

2,569Add-Ons in Marketplace

Ease of setup - IT Service Desk

Big cool statistic

2,569Add-Ons in Marketplace

IT Service Desk Workflows

Incident Management

Problem Management

Change Management

Service Request

ITIL workflows

IT meets DevOps

In 2015 the percentage of IT teams adopting DevOps (agile) passed 60%

IT Dev

Source: Puppet Labs - https://puppetlabs.com/2015-devops-report, - 2015

High-performing IT teams leverage DevOps- deploy code 30x more frequently than peers- complete deployments 200x faster - encounter 60% fewer failed deployments - 168x faster mean time to recover (MTTR)

Why DevOps Matters

Developmentcurrent build

Backlogbugs

Planningfeature requests

Tearing down the walls between IT and Dev

Dev TeamsIT TeamIncidentservice outage

Problemapplication bug

Changeserver upgrade

???

Visibility of bugs

Linking Incidents to Issues

IT and Dev collaborating to solve issues

How a request becomes a feature

Dev and IT better together

48

Anyone-Can-Use Interface

Centralize Dev And Support

Keep All Customizations

AgendaS E RV I C E M A N A G E M E N T T R E N D S

J S D F O R I T & B E Y O N D

C U S TO M E R S TO R I E S

J S D O U T S I D E I T

W H Y J I R A S E RV I C E D E S K ?

Service Management for all teams

51% of organizations have adopted or are planning to adopt IT service management outside of IT

IT services are evolving into business services as the boundary between technology and business blurs.

HR

MARKETINGLEGAL

FINANCE

Europe has the highest usage of Finance as a service desk

Popular ways to get service outside of IT

Finance

HR is the most popular use case of service outside

of IT across the world

Human Resources

40% of those who use service outside of IT use it for HR 30% of those who use service

outside of IT use it for Finance

Most common organization to adopt service management

across all regions

Facilities

48% of those who use service outside of IT use it for Facilities

Source: HDI, “Service Management, Not Just for IT Anymore”, 2014 2014 Service Management Study

AgendaS E RV I C E M A N A G E M E N T T R E N D S

J S D F O R I T & B E Y O N D

C U S TO M E R S TO R I E S

J S D O U T S I D E I T

W H Y J I R A S E RV I C E D E S K ?

54

Implemented JIRA Service Desk to over 100 teams outside of IT, including Human Resources, Procurement, and Facilities.

Customer Story

55

Service Teams Driving Innovation

Customer Story

Customer Story

Increased issue resolution rates by 67%

Collapsed over 20 services into 1 with JIRA Service Desk – saving time and

money

Customer Story

https://www.atlassian.com/customers

AgendaS E RV I C E M A N A G E M E N T T R E N D S

J S D F O R I T & B E Y O N D

C U S TO M E R S TO R I E S

J S D O U T S I D E I T

W H Y J I R A S E RV I C E D E S K ?

An Industry Leader

https://www.g2crowd.com/categories/service-desk

The G2 Grid rates products based on the Service Desk products customer satisfaction and market presence.

JIRA Service Desk is ranked is a Leader.

An Industry Leader

C O L U M N T I T L E C O L U M N T I T L E C O L U M N T I T L EAttribute Rank

Customer Service 1

Value For Money 1

Customer Support 1

Overall Satisfaction 1

http://www.theitsmreview.com/2015/06/sits15-results/

From ITSM Review team’s survey of attendees atUK’s leading Conference for ITSM Professionals: SITS15

14,000+

JIRA Service Desk Pricing

One More Thing….

Available for

High availability Instant scalabilityPerformance at scale

Why JIRA Service Desk?A New Approach To Service Management

Super simple to use Focused on the end user and a request experience they will love

Affordable pricing JSD pricing is a win for customers

Single platform for your IT and Dev Teams Fully integrated with JIRA.

Flexibility IT and service teams love Easily adapt JIRA Service Desk to any support process

Customer Story

‘The collaboration between dev and IT have improved 2x since we implemented both JIRA and JSD, meaning we're building better software.’

Michael Hall - Business Tools Team Lead

Bug triage in JIRA + JIRA Service Desk

Enjoy the break!

WALTER BUGGENHOUT • ACA IT-SOLUTIONS • @WBUGGENHOUT

Drinks are on us

Why ACA IT-SolutionsOur Approach To Atlassian Service Management

Licensing, Setup, Consultancy and Training

Reliable technical expert support for your Atlassian environment

Consultancy and setup for taking your Atlassian environment to the next level

Health Check, Process and Tooling Consultancy and Workshops

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