christophe capel, the 'do it yourself' service desk
TRANSCRIPT
CHRISTOPHE CAPEL The ‘Do It Yourself’ Service Desk
The “Do It Yourself” service desk
CHRISTOPHE CAPEL • SENIOR PRODUCT MARKETING MANAGER • ATLASSIAN • @CHRISTOPHECAPEL
Contract review requests
+200%
Creating a self-service desk
Creating a self-service desk
1. Track the process
Creating a self-service desk
1. Track the process
2. Find the "low hanging” service requests
Creating a self-service desk
1. Track the process
2. Find the "low hanging” service requests
3. Enable self-service
Lego Explorer by JonoTakesPhotos
Find the “low hanging” service requests
Risk
Impact
Find the “low hanging” service requests
Risk
Impact
Focus legal
resources here
Find the “low hanging” service requests
Risk
Impact
Focus legal
resources here
Legal Express Lane
Self service by Mark Skipper
I need a kick-a$$ idea for our
next JIRA Service Desk
marketing campaign!
“
” – Christophe Capel, JIRA Service Desk Marketing
You mean, you need a
Chuck Norris idea, right? “
”
Matthew Rasmussen, Atlassian’s Legal
Last quarter, thanks to the Legal
Express Lane, 43% of the contract
submissions required no material
legal review.
“
” – Matthew Rasmussen, Atlassian’s Legal
Results
Other examples
ATLASSIAN FOUNDATION TEAM
ATLASSIAN TALENT TEAM
Melissa Beaumont Lee, Atlassian’s Foundation
– Melissa Beaumont Lee, Atlassian’s Foundation
Thanks to our Foundation service desk
the Manila team was able to fundraise for
the typhoon victims while I was away and
I didn't have to manually manage the
process.
“
”
Juliette Amitai, Atlassian’s Talent
– Juliette Amitai, Atlassian’s Talent
Saying thanks to fellow co-workers is now
taking half the time it used to. Now it
takes less than 2 minutes with simple
steps and drop down menus, making
everyone’s life a whole lot easier!
“
”
THANK YOU