Revolutionize your IT Team with JIRA Service Desk
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The document discusses the challenges faced by IT teams, emphasizing the necessity for better alignment with business and development teams to improve service management and customer experience. It presents statistics highlighting the shift toward integrated service desks like Jira Service Desk, which simplifies workflows and enhances collaboration. The document also underscores cultural changes within organizations, as service management expands beyond IT to include various departments like HR and finance.
Revolutionize your IT Team with JIRA Service Desk
- 1. Revolutionize Your IT Team WALTER BUGGENHOUT • ACA IT-SOLUTIONS • @WBUGGENHOUT
- 2. Agenda SERVICE MANAGEMENT TRENDS JSD FOR IT & BEYOND CUSTOMER STORIES JSD OUTSIDE IT WHY JIRA SERVICE DESK?
- 3. 3 Atlassian focuses on helping teams COMPLETE ORGANIZE SUPPORT IT SOFTWARE HR MARKETING ENGINEERING DISCUSS YOUR TEAM
- 4. Challenges facing IT Teams IT team Business teams Dev teams
- 5. 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 ITAnymore”, 2014 Source: Gartner, “Eight of Ten Dollars Enterprises Spend on IT is “Dead Money”, 2015
- 6. 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 ITAnymore”, 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”
- 7. IT and Dev IT not aligned with dev realizing the value of agile dev methods Dev adopting agile working in separate tools Organizational Silos IT and dev processes aren’t aligned IT Dev Sources: Puppet Labs, “2015 State of DevOps Reports”, 2015 W A L L
- 8. Turning to Innovation 75% Global IT spending managed outside the IT department Two Speed IT Traditional IT - speed of operations Agile 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”, 2014 Source: Avanade - “Attaining the Hidden ROI of Managed Services with Two Speed IT” 2015 IT
- 9. Atlassian understands the challenges facing IT Business teams IT teams Dev teams
- 10. Better together Business teams IT teams Dev team Deliver end-to-end IT service management that's fast and agile for your organization
- 12. Deliver a user experience that people love
- 13. Make it easy to find answers ? ??
- 14. Do more, faster - by collaborating Dev TeamsIT TeamsBusiness Teams
- 15. Legal Enable business services Finance Marketing
- 16. Show value to the business as a trusted partner and advisor IT teamBusiness team
- 17. Become a destination for Services & Support ITBusiness Users
- 18. Let’s win back the customer
- 19. Agenda SERVICE MANAGEMENT TRENDS JSD FOR IT & BEYOND CUSTOMER STORIES JSD OUTSIDE IT WHY JIRA SERVICE DESK?
- 22. 22 Service Management software Designed on JIRA and purpose built for IT and service teams IT
- 23. 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!
- 24. Why IT teams love JIRA Service Desk Simple self-service ITIL workflows Integrated knowledge? Streamlined ticket management Powerful SLAs and Reporting Automation rules Real-Time Collaboration IT
- 25. Ease of access to all Service Desks 25 ? ?? Make it easy to find help!
- 26. Simplified self-service users love! 26
- 27. Making knowledge accessible and actionable 27 KNOWLEDGE BASE CUSTOMER PORTAL
- 28. Deflect requests with knowledge recommendations 28
- 29. Streamlined IT Service support 29
- 30. Powerful SLAs right out of the box 30
- 31. Proactive Service Support with SLAs 31
- 32. ChatOps Place the tools in the middle of the conversation Collaborate in real-time Lower MTTR Leverage team knowledge
- 33. Mentions Solve issues faster with connected teams 33 CommentsShares +
- 34. Valuable insights with real-time reports 34
- 35. Real-time service support automation 35 Choose pre-defined automation rules; or Create custom rules to streamline processes SLA due Ticket status changes System goes down Email is received Ticket is approved Send reminder Escalate ticket Create a ticket Change priority Grant access
- 36. Configuring Automation with ease 36
- 37. Ease of setup • Level One • Level Two • Level Two • Level Two • Level One
- 38. Big cool statistic 2,569Add-Ons in Marketplace Ease of setup - Basic Service Desk
- 39. Big cool statistic 2,569Add-Ons in Marketplace Ease of setup - IT Service Desk
- 40. Big cool statistic 2,569Add-Ons in Marketplace IT Service Desk Workflows Incident Management Problem Management Change Management Service Request ITIL workflows
- 41. IT meets DevOps In 2015 the percentage of IT teams adopting DevOps (agile) passed 60% IT Dev
- 42. 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
- 43. Development current build Backlog bugs Planning feature requests Tearing down the walls between IT and Dev Dev TeamsIT Team Incident service outage Problem application bug Change server upgrade ???
- 45. Linking Incidents to Issues
- 46. IT and Dev collaborating to solve issues
- 47. How a request becomes a feature
- 48. Dev and IT better together 48 Anyone-Can-Use Interface Centralize Dev And Support Keep All Customizations
- 49. Agenda SERVICE MANAGEMENT TRENDS JSD FOR IT & BEYOND CUSTOMER STORIES JSD OUTSIDE IT WHY JIRA SERVICE DESK?
- 50. Service Management for all teams
- 51. 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
- 52. 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 ITAnymore”, 2014 2014 Service Management Study
- 53. Agenda SERVICE MANAGEMENT TRENDS JSD FOR IT & BEYOND CUSTOMER STORIES JSD OUTSIDE IT WHY JIRA SERVICE DESK?
- 54. 54 Implemented JIRA Service Desk to over 100 teams outside of IT, including Human Resources, Procurement, and Facilities. Customer Story
- 56. Customer Story Increased issue resolution rates by 67%
- 57. Collapsed over 20 services into 1 with JIRA Service Desk – saving time and money Customer Story
- 59. Agenda SERVICE MANAGEMENT TRENDS JSD FOR IT & BEYOND CUSTOMER STORIES JSD OUTSIDE IT WHY JIRA SERVICE DESK?
- 60. 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.
- 61. An Industry Leader COLUMN TITLE COLUMN TITLE COLUMN TITLE Attribute 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 at UK’s leading Conference for ITSM Professionals: SITS15
- 62. 14,000+
- 63. JIRA Service Desk Pricing
- 64. One More Thing…. Available for High availability Instant scalabilityPerformance at scale
- 65. 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
- 66. 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
- 68. Enjoy the break! WALTER BUGGENHOUT • ACA IT-SOLUTIONS • @WBUGGENHOUT Drinks are on us
- 70. Why ACA IT-Solutions Our 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 Getting Started Improve Extend Get Support