Jira Service Management
5 surprising insights about DevOps and tech support
Tech support is a powerful, multifaceted hub: it can fix or improve products, reduce future customer requests and boost customer satisfaction. But is this feedback actually making its way back to product development? We set out on a mission to see if tech support and development teams were collaborating. To kick it off, we commissioned a never-been-done-before study with HDI, the largest association for technical support professionals, boasting 150,000 members. Here are five findings that might surprise you.
Help desk vs. service desk vs. ITSM: what’s the difference? Part 2 of 2
In part 1 of this two-part series, I explained the difference between a help desk and a service desk. Thankfully, the difference between service desk and IT service management (ITSM) is easier to explain – especially when you start with ITSM. ITIL, the most commonly-adopted ITSM best practice framework, describes ITSM as: “The implementation and […]
Twitter’s 5 tips for a successful knowledge base
Twitter has grown rapidly over the last few years, adding employees, offices, and acquisitions as quickly as the next trending topic explodes and dies away. Growth and change internally puts a burden on the IT team to scale support, and they’ve done that with a robust knowledge base in Confluence. To get the scoop, I sat down with Twitter’s Manager of IT, Alex Stillings, and IT Support Engineer, Alex Hernandez.
Inside Atlassian: the secret to legendary service
Back in 2001, our co-CEOs Mike and Scott started a global business from Australia with $10,000 on a credit card. They knew that nothing less than legendary service would be needed to be successful. Service, both external and internal, is part of Atlassian’s DNA. Check out our ebook to get practical tips from Mike on Atlassian’s service culture, a topic that is close to his heart.
Help desk vs. service desk: what’s the difference?
Does it matter if you use the term help desk, service desk, or ITSM to describe IT support? It does – as you might be underselling or overselling capabilities (either to yourself or others) including your IT support technology. Here’s a guide to looking at their differences and similarities.
Getting started with Jira Service Desk’s employee self-service and customer satisfaction reports
The right metrics aren’t just a “nice to have” – they’re a “must have.” Now, you can measure both employee self-service and customer satisfaction. By providing an easy and fast way for customers to get answers – like taking advantage of a knowledge base – customers are happier and agents are more productive. If you deliver a better self-service experience, you’ll likely see your customer satisfaction (CSAT) scores improve. Over time, your IT team will benefit from seeing these improvements, which in turn will improve team productivity. (Not to mention job satisfaction.)
Inside Atlassian: how our site reliability engineers do incident management
“Ohhhhh $#!τ. We broke Confluence.” In one of our first Confluence Cloud releases in 2016, we broke our users’ ability to edit pages. As the head of Atlassian’s site reliability engineering group, this kind of thing falls right into my wheelhouse. In this post, I’ll walk you through how we responded to the situation to get Confluence working again. I’ll give an insider’s view of our incident management process, as well as how we’ve configured Atlassian tools to support this work.
Separating the signal from the noise: how Atlassian does proactive support
I’m part of a team called Service Enablement, which is a special project group within the broader support team at Atlassian. We work closely with the support, engineering, product, and design teams to ensure that we provide a feedback loop between customers and the product. Most importantly, we try to prevent major incidents from happening before they happen – because we care about you as customers, and we want you to be customers for life.
Introducing smart graph: machine learning in action
Teams like HR, facilities, legal and even marketing adopt service desk portals to handle requests from their internal customers, and soon there are service desks for practically every team. But this viral spread of service desks within a company can make finding the right service desk sometimes challenging – let alone figuring out which request type matches the problem you’re trying to solve. So we used machine learning to make Jira Service Desk’s search a whole lot smarter.
How Jira Service Desk approaches ITSM
Despite ITIL’s status as the gospel of IT, traditional ITSM (IT Service Management) tools supporting traditional ITIL leave many IT organizations frustrated. Keeping it old school works in a lot of areas, but IT isn’t one of them.
Sleighs and SLAs: how Jira Service Desk keeps Santa on schedule
Despite what you’ve seen in the movies, Santa Claus isn’t a one-man show – it’s a network. SCL is a worldwide operation of over 5,000 elves, reindeer, and a team of Santa decoys, all working together, along with CTO Mrs. Claus keeping everything running as smooth as red velvet Santa slacks. In fact, Mrs. Claus says her team loves Jira Service Desk’s built-in SLA (Service Level Agreement) management because it helps prioritize last-minute tasks. And real-time reports help her see issue resolution while providing crucial Christmas Eve preparation updates.
Bimodal IT, and 2 ½ other enterprise resolutions for 2016
In the mad dash for the end of the year it’s easy to forget that after all the lights, drinks, and budgets from 2015 come to a close, your company expects you to know what you’re doing for 2016. Here’s why you should plan to get a head start on bimodal IT, streamline some tools, and watch Star Wars.
How to become a high-performing IT support team with DevOps
High-performing IT teams are embracing the DevOps revolution. And no wonder: a recent survey from HDI showed that the consumerization of technology is raising the bar in terms of what companies expect of their IT teams and the services they deliver. But what is DevOps all about, anyway?
New to the Data Center family: Jira Service Desk
Our customers have made it loud and clear: there’s a huge demand for Jira Service Desk Data Center. Jira Service Desk Data Center is now available, and is ready to help your growing organization perform at scale. Over 15,000 IT teams rely on Jira Service Desk and it’s quickly becoming the service management tool of choice for businesses large and small. Check out how data center can help your business.
How the agile manifesto rescued The Daily Telegraph’s service desk
The Daily Telegraph’s Director of Service Delivery, was facing a seemingly impossible task: bring service delivery back in-house, and do it within three months. Learn how they applied the agile manifesto and improved customer satisfaction by 140%.