- How Atlassian Broke Down the Walls Between Support & Development
Matthew Saxby, Service Enablement Team Lead, Atlassian
Matt Hunter, Service Enablement Team Lead, Atlassian
- How OC Tanner Uses ITSM Processes to Win Big
Chris Bocage, IT Support Lead, Thumbtack
- It's All About Customer Experience: The Latest from Jira Service Desk
Shihab Hamid, Principal Product Manager, Atlassian
- Supporting 15k Customers Without Losing Too Much Hair
Jonny Carter, Senior Software Engineer
- Deep Dive Into Automation: Scaling Jira Service Desk
Patrick Teen, Developer, Atlassian
Amogh Sarda, Graduate Product Manager, Atlassian
- How The Trade Desk Built a Connected Team of 100+ Agents
Drew West, Sr. Director, Global Support and Business Intelligence, The Trade Desk
Stanley Florek, Senior Solutions Architect, cPrime
- Building a Successful Service Culture: How Airbnb Elevates with Jira Service Desk
Laurent Bordier, JIRA & Confluence Manager, Airbnb
Chris Arrington, Productivity Tools Manager, Airbnb
- Next-Level Incident Management: Culture Matters When Things Break
Patrick Hill, Engineering Team Lead, Atlassian
- 5 Simple Strategies To Jira Service Desk Success
Greg Warner, Senior Technical Consultant, ServiceRocket
- The Power of Process: How Samsung Implemented ITIL
Larry Brock, IT, Chief of Staff, Samsung Austin R&D Center
Jack Harding, Senior Consultant, Praecipio Consulting
How Atlassian Broke Down the Walls Between Support & Development
At Atlassian, support is essential to a successful customer experience. And, because of it's customer-facing position, support is also a great resource for product teams to continually use customer feedback to improve their product or service. Creating strong customer feedback loops means you are building a better experience for your customers day by day.
In this talk, you'll learn 5 ways Atlassian tools facilitate the relationship between support and development and how you can establish these processes and metrics in your own organization.
This talk is a follow on from "How Atlassian Support & Development Team Up to Release Software" from Summit 2016.
How OC Tanner Uses ITSM Processes to Win Big
The IT Service Desk is often a group that is overworked and under-appreciated, not at OC Tanner. IT Service Management processes start with the Service Desk and it is crucial to have a tool in place that facilitates the right business outcomes.
This is where Jira Service Desk comes in for the win.
Come listen to Chris Bocage, IT Service Desk Manager at OC Tanner talk about how Jira Service Desk helped them successfully track Incidents, Problems, and Service Requests using effective workflows and queue management. Learn how we built Service Desks for business units to seamlessly integrate with IT, custom dashboards and reports using filters, and utilized Jira Service Desk as our single source of truth.
It's All About Customer Experience: The Latest from Jira Service Desk
At Jira Service Desk, we've been busy rolling out new features across our portal, knowledge base, international support and more. Come listen to Shihab Hamid, Product Manager at Atlassian, give a product deep-dive covering the latest features shipped with real examples that go beyond the basics.
We will cover topics like:
- Designing a request catalog
- Growing and managing a knowledge-base
- Branding your service desk and making it human
- Multi-channel service desk that makes it easy to get help
- Localizing your service desk
- Going beyond multi-channel with an embedded service experience
All colored with real examples that go beyond the basics.
Supporting 15k Customers Without Losing Too Much Hair
When developers try to support the products they build, they often oscillate between two pitfalls: neglect and burnout. In this presentation, you'll learn how to build a responsive, stable support infrastructure for products without running developers ragged. We’ll talk through onboarding a first-tier support team, educating users on how to ask for help, and using automation to make responses consistent and efficient. Finally we'll cover how Jira Service Desk and the Atlassian Community site work together as support forums across a wide suite of products.
Deep Dive Into Automation: Scaling Jira Service Desk
We believe in a simple motto - automate everything that can be automated and streamline everything that can't.
Come with us on a journey to demystify automation processes in Jira Service Desk that will help you get more done, faster. From the automatic assigning of incidents to the correct team member, to resolving tickets once the linked Jira Software ticket is resolved -- learn how you can use the power of automation within Jira Service Desk to do things like reduce mean time to resolution, increase customer satisfaction, and free up your team from repetitive manual tasks.
How The Trade Desk Built a Connected Team of 100+ Agents
Speed and efficiency. They're focal points for every business discipline, and IT Operations & Support is no exception. These teams must be on the lookout for the next generation of tools and technology to streamline their systems and stay competitive.
In this talk, we'll cover:
- The collaboration gap between engineering and IT teams, and how to bridge it
- Centralizing service operations management with self-service portals for internal employees and customers alike
- Structuring the right handoffs and metrics to support 75k annual requests across a global team of over 100 agents
- Advanced analytics data for proactive process and product improvements
You'll get a solid understanding of how to grow a successful service operation on top of the Atlassian platform and ecosystem.
Building a Successful Service Culture: How Airbnb Elevates with Jira Service Desk
These are the pillars of Airbnb's core values:
- Champion the mission
- Be a host
- Embrace the adventure
- Be a "cereal" entrepreneur
The IT team set out to deliver a level of service that embraced these values and brings them to life. They called this project “Latitude:" a solution that gives users the latitude - or freedom - to easily find the information and help they need. They practiced "champion the mission" by providing a self-help solution for the community; "be a host" by listening and working closely with business teams to find excellent solutions; "embrace the adventure" by offering insights about evolving methodologies, new tools, and processes; and "be a cereal entrepreneur" by providing automated self-service help based on individual client needs.
With the help of Jira Service Desk, project "Latitude" saw these highlights one month after launch:
- 94% response SLA
- 5200 knowledge base article views
- 5% of articles deflecting ticket creation
- 4.9 of 5-star user satisfaction rating
In this session, Airbnb will describe the "Latitude" journey, how it opened up new ways to provide help and delivered results. We'll also talk about what's ahead.
Next-Level Incident Management: Culture Matters When Things Break
Ever had an incident that didn't go as planned? The culture amongst Ops, DevOps and SRE teams is critical to ensuring that your team is effective when things break. We've taken our years of collective experience and converted them into 5 easy to understand values that help teams move away from a hero-driven culture to a team based culture. Learn how to guide autonomous decisions and create a consistent culture between teams that you can easily apply and share with others.
5 Simple Strategies To Jira Service Desk Success
What's the hardest part about bringing in new software? Getting people at your company to actually use it. Join Greg Warner, a veteran of many successful launches, to learn about his time-honed five simple strategies that will make your Jira Service Desk implementation an overwhelming success. You'll learn how to provide project sponsors with an immediate return on investment, ensure you are delivering the highest value services first and open yourself to act on valuable customer feedback. Leave the session feeling ready to lead your business on an exciting new path for the role of IT.
The Power of Process: How Samsung Implemented ITIL
When Samsung recognized the need for Atlassian applications to adopt ITIL, they turned to us for help. Samsung needed a set of processes for managing, tracking, and communicating their incidents and problems so we streamlined their ITSM processes and configured Jira Service Desk to their needs.
Join Jack Harding from Praecipio Consulting and Larry Brock, Chief of Staff for IT at Samsung Austin R&D Center to learn how they significantly reduced their meantime to recovery and resolution, increased meantime between failures, and greatly improved customer and IT Support personnel job satisfaction.