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Fast & Furious Service Rollout: Thanks to Agile

Norman Spurr, CSIRO

Sarah Blake, CSIRO

CSIRO, Australia's national science agency, embarked on a transformation program in 2013 to modernize its service centers. Their goal? Make an impact on scientific innovation throughout the country. But their IT department had an additional challenge: repair their long-damaged relationship with CSIRO's business teams. That's where JIRA Service Desk comes in. Taking an agile approach, IT built a repeatable process using self-service portals that helped business teams do their work faster. A process so successful, they've now rolled it out to nine business teams (and counting!). Join Norman and Sarah as they explain what they did, and what your team can learn from it.


Products covered: JIRA Software, JIRA Service Desk, Confluence

Presentation video

Presentation slides

About the speakers

Norman Spurr, CSIRO

I work for Australia’s national science agency CSIRO. With more than 5000 people working out of 55 centres in Australia and internationally, CSIRO’s research makes a difference to industry, people and the planet. I head a group that develops software products in support of science as well as building line of business workflow solutions using platforms such JIRA, JIRA Service Desk and Confluence. I'm responsible for group strategy, execution, capability and portfolio delivery.

Sarah Blake, CSRIO

Sarah Blake, Services Manager - Business Workflow Services, works for Australia’s national science agency, CSIRO. CSIRO uses science to solve real issues. Its research makes a difference to industry, people, and the planet. Her team is responsible for the end to end development of custom solutions to support CSIRO service centres. In the past six months, her team has rolled out service management to 9 teams across CSIRO (Finance, HR, Project Management, etc.) helping them get off email, scale their work and become more productive.