Didn’t make it to San Jose for Summit 2016? Catch up on all the latest announcements with full replays of featured keynotes and breakout sessions.
- Combining Operations and Support: Incident Management with Atlassian
Doug Squires, Senior Manager, Customer Care, GetGo, a division of Citrix
- Chuck Norris Doesn't Follow SLA's, SLA's Follow Him
Madhusudhan Matrubai, DevOps Lead, Equities., Barclays
- Dr. Devops or, How I Learned to Stop Firefighting and Love the Sprint
Amy Knapp, Director of Service Delivery, O.C. Tanner
- Embracing the Consumerization of IT in Your Company
Nikki Nguyen, Product Marketing Manager - JIRA Service Desk, Atlassian
- How Standardizing on Atlassian Products is Helping Publicis.Sapient Scale and Make an Impact
Armin Mayrhofer, Product Manager, Publicis.Sapient
- How Atlassian Support & Development Team Up to Release Software
Benjamin Magro, Service Enablement Team Lead, Atlassian
Matthew Saxby, Service Enablement Team Lead, Atlassian
- Lean Change Management with JIRA Service Desk
Vincent Wong, Product Manager, Atlassian
Lingbo Lu, Product Manager, Atlassian
- Mobile Change Management and Support Workflows with JIRA
Martin Luethi, Founder, MobilityStream
- Reducing Tickets and Crushing SLAs with StatusPage
Scott Klein, Principal Product Manager, Atlassian
- Self-Serve Marketing at VMware with Request Portals
Shawn Butler, PMP, CSM, Manager, Digital Marketing, Personalization and Governance, VMWare
- When Security Meets Innovation: a Cross-Team Love Story
Craig Davies, Head of Security, Atlassian
Andrew Wurster, Security Intelligence Team Lead, Atlassian
Combining Operations and Support: Incident Management with Atlassian
Incidents happen. It’s how you handle them that matters. GetGo, A Division of Citrix, realized their Operations and Support teams were wasting valuable minutes on tooling and communication during an incident – time that should really be spent focusing on solving the problem at hand. To improve their incident management processes, GetGo implemented Atlassian tools (including newly acquired StatusPage) for a more seamless alerting, monitoring, and communication system. Come learn how you can beef up your incident management to resolve incidents faster, keep customers happier, and ultimately, save money.
Chuck Norris Doesn't Follow SLA's, SLA's Follow Him
We at Barclays, Premier Investment Bank, have an Agile development suite of all Atlassian tools that we passionately refer as the "Chuck Norris" suite. As part of this, we use Jira Service Desk for completing the feedback loop between operations and developers. At the talk we will present one of the case studies with a Trading application team on how they previously struggled in addressing bugs and usage concerns that operations reported to Developers and eventually how they overcame it by using Jira Service Desk. Automation highlights :
- Email extension to Issue Creation/comments
- Less noisy and targeted to relevant dev teams
- SLAs ensured timely response.
- Escalation automation took the role of bad cop
- Auto bug creation for resolved service desk
Dr. Devops or, How I Learned to Stop Firefighting and Love the Sprint
How often have you worked in an organization where the Engineers and the Operations teams just quite simply, got along?
That was also my story, until one day we realized that it wasn’t enough to just speak the same language, but what we truly needed was to embrace the same tools as well.
Come on the Agile journey of O.C. Tanner’s Corporate Administration team as we determined why we were constantly failing to get the important things done, and how we learned to stop firefighting and love the sprint.
Embracing the Consumerization of IT in Your Company
Here are two truths: Employees expect consumer experiences. IT teams need to follow processes and measure success. Can both be done at the same time?
Atlassian's IT team recently answered this question and found that it's not only possible, but necessary. Nikki Nguyen from Atlassian will walk through how Atlassian's IT team transformed the IT experience to make it both more employee friendly and efficient. He will talk through how the team changed their team structure, their tools, their metrics for success...and some unexpected tips and tricks that they found out along the way.
How Standardizing on Atlassian Products is Helping Publicis.Sapient Scale and Make an Impact
Join Sapient (part of Publicis Groupe) on a journey of building a purpose-built client experience with the Atlassian products at its core.
Learn how we moved from a fragmented legacy landscape to a standardized environment for teams and clients with the Publicis.Sapient DOJO, or the name for our strategy of standardized methods, integrated tools and business-centric support. We will show you how the DOJO has improved the lives of our teams.
With nearly 16,000 users, 2,500+ projects, and 1.3+ million issues, we're using Atlassian products at huge scale in the services industry. Whether your organisation is large or small, if you use multiple Atlassian products, you will walk away with helpful tips like:
- How automation accelerates how we do project provisioning
- Examples of how we use JIRA Service Desk for Support
- Best practices on using groups across Atlassian products
How Atlassian Support & Development Team Up to Release Software
IT support teams have a unique perspective on the impact software has on users. They speak to users day in and day out, listening to their feedback and solving their issues. This amounts to a wealth of knowledge that has the power to fix or improve products, reduce future customer requests, and improve customer satisfaction.
But is this feedback actually making its way back to product development? And are software teams collaborating effectively with tech support ahead of releases? Discover how Atlassian tech support teams prepared ahead of Atlassian’s largest release in its history, splitting JIRA into three products. We will cover how we:
- Got over 100,000 users proactively preparing for the release of JIRA 7.0
- Trained and prepared our global support team of 100+ staff
- Worked with product teams to ship highly supportable products
- Used Atlassian tools to identify and fix post-release problems quickly
Lean Change Management with JIRA Service Desk
Change management for IT is a big, complex thing. It's hard to configure a tool to fit your company policies and the whole experience of raising and approving changes is painful for everyone involved.
We believe there's a better way.
In this session, we will show you how JIRA Service Desk can help track and approve changes with simple configuration that's easy to set up and maintain. Learn how to adapt JIRA Service Desk to your change processes with practical examples of how to report on risk, generate change reviews, schedule changes with a calendar, and more.
Mobile Change Management and Support Workflows with JIRA
Best Doctors is a health-care service organization providing medical second opinions to its members. Atlassian JIRA, Confluence, Bamboo, and HipChat are used throughout the organization to keep projects on track and connect employees throughout 13 offices worldwide. This talk will focus on how support problems are reported, and how appropriate personnel is notified via push notifications and text messaging. Through the use of these tools, issues are dispatched to the right person at the right time, no matter where they are or what device they use. Atlassian tools are used in this tightly controlled SOC 2 Type 2 audited environment to provide compliant change management including the necessary traceability and hit the required SLAs.
Reducing Tickets and Crushing SLAs with StatusPage
Downtime is a fact of life, and can be a great competitive advantage for your company and your customers if you handle it well. By keeping customers and employees informed during downtime, you can build trust and cut support costs.
Join Scott, co-founder of StatusPage, for a history of the company and its recent acquisition by Atlassian. We'll cover StatusPage best practices we've learned along the way, and tips for implementing a great StatusPage experience for you and your customers.
Self-Serve Marketing at VMware with Request Portals
The digital marketing organization at VMware recently transformed the way it does business by migrating to a new tracking tool for all incoming requests. The team is responsible for all of VMWare.com, which is available in 13 languages, 40 countries, and produces over 20K unique pageviews in addition to other microsites. These sites support over 6 million unique monthly visitors worldwide, so it was no small task to make this change. The team chose JIRA Service Desk Cloud with Service Desk to fill the need.
Digital Marketing supports the entire marketing organization of 600 people. By providing a simple self-serve submission method, automatic routing, and clear channels of communication the team was able to increase their capacity by 450% (from 100 to 900 monthly requests) and decrease their SLAs by 58% (shaving off 4 days). Both huge wins!
Learn how spending less time managing requests helped us focus more on marketing personalization, dynamic content, and campaigns that directly impact the sales pipeline.
When Security Meets Innovation: a Cross-Team Love Story
Security threats are all around. Over the past year, Atlassian's Security Intelligence Team has pursued a harmonious state to balance responding to new threats while remaining agile. We call it SecOps.
SecOps is ChatOps,DevOps and SecInt - all wrapped up in one.
We’ll show you how our team has created a Security Intel hub, as well as offer a few tips and tricks to make security programs work in a world of non-stop threats and how we use Atlassian products to do it.