Upcoming Atlassian events
Watch full replays of keynotes and breakout sessions from Summit 2017. Then join the conversation with Summit speakers on the Atlassian Community.
Matthew Saxby, Service Enablement Team Lead, Atlassian
Matt Hunter, Service Enablement Team Lead, Atlassian
Chris Bocage, IT Support Lead, Thumbtack
Shihab Hamid, Principal Product Manager, Atlassian
Jonny Carter, Senior Software Engineer
Patrick Teen, Developer, Atlassian
Amogh Sarda, Graduate Product Manager, Atlassian
Drew West, Sr. Director, Global Support and Business Intelligence, The Trade Desk
Stanley Florek, Senior Solutions Architect, cPrime
Laurent Bordier, JIRA & Confluence Manager, Airbnb
Chris Arrington, Productivity Tools Manager, Airbnb
Patrick Hill, Engineering Team Lead, Atlassian
Greg Warner, Senior Technical Consultant, ServiceRocket
Larry Brock, IT, Chief of Staff, Samsung Austin R&D Center
Jack Harding, Senior Consultant, Praecipio Consulting
Service Enablement Team Lead, Atlassian
Matthew sits in between Atlassian's global support teams and product teams, in a role Atlassian calls Service Enablement. He works to identify the biggest points of customer friction and then collaborates with product teams to improve these areas. In his spare time Matthew enjoys running, hiking and rock climbing. He also has a love of teaching and still lectures casually at the University of New South Wales.
Matt Hunter has been with Atlassian since 2011, leading the APAC Cloud Support team for 5 years before moving to the Cloud Service Enablement Team Lead role in 2017. Outside of work Matt spends most of his time entertaining his two children while fitting in Touch Football (Rugby) and the occasional PC Gaming session whenever he can.
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.
IT Support Lead, Thumbtack
It is my life's purpose to leave the earth a better place than I found it. This is the reason that I live everyday to the fullest and strive to get the most out of every minute that I am alive here on earth. If everyone lived by this principle I believe the world would be a much better place. I am currently the IT Support Team Lead for Thumbtack based in Draper, UT. I was previously the IT Service Desk Manager for OC Tanner in Salt Lake City, UT where we used Jira Service Desk to take our ITSM processes to the next level!
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.
Principal Product Manager, Atlassian
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:
All colored with real examples that go beyond the basics.
Senior Software Engineer,
I'm a Senior Software Developer at Adaptavist and long time user of Jira, Confluence, and Bitbucket.
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.
Graduate Product Manager, Atlassian
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.
Sr. Director, Global Support and Business Intelligence, The Trade Desk
A successful software development and technology management professional delivering value, leadership and teamwork from proven experience in - - Global Support Management - Software Development Management - Operations Management - Project Management - People and Team Mentorship - Compliance & Risk Management - Product Management - Sales Management - e-Commerce (B2C and B2B) Management Business leader with strong domestic and international experience in highly technical and stringently regulated industries. Customer-centric executive with extensive experience in developing and sustaining strong relationships to expand opportunities and explore new business relationships. Over 30 years of experience in information technology; over 15 years of experience in innovative software development and business solution delivery, and 12 years of experience in the financial services industry. Successfully created, developed and managed large teams and organizations over wide geographic areas. Has successfully delivered complex software development projects via in-house, contract and off-shore resource strategies. Strong, process oriented leader with vision; a mentor of people; thrives on challenges; and is comfortable with dynamic, changing environments. Capable of delivering strategic, innovative, technology solutions to capture business opportunities cost-effectively. Driven to create world-class business solutions; mentor and develop people; and continues to expand his experience and skills.
Senior Solutions Architect, cPrime
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:
You'll get a solid understanding of how to grow a successful service operation on top of the Atlassian platform and ecosystem.
JIRA & Confluence Manager, Airbnb
Productivity Tools Manager, Airbnb
These are the pillars of Airbnb's core values:
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:
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.
Engineering Team Lead, Atlassian
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.
Senior Technical Consultant, ServiceRocket
More details coming soon
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.
IT, Chief of Staff, Samsung Austin R&D Center
Senior Consultant, Praecipio Consulting
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.
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