revolutionize your it team with jira service desk
TRANSCRIPT
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 ?
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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
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“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
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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!
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Making knowledge accessible and actionable
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KNOWLEDGE BASE
CUSTOMER PORTAL
Deflect requests with knowledge recommendations
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Streamlined IT Service support
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Powerful SLAs right out of the box
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Proactive Service Support with SLAs
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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
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Real-time service support automation
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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
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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
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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 ?
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Implemented JIRA Service Desk to over 100 teams outside of IT, including Human Resources, Procurement, and Facilities.
Customer Story
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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
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
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