Best Practices & Trends

Discover the secret to legendary IT service

Ever wonder how Atlassian became one of the most innovative software companies in the world? Legendary service, that's how.

Best Practices & Trends

3 tips to set, measure and report on SLAs

Discover how to set smarter Service Level Agreements (SLAs) with ease and effectiveness.

Best Practices & Trends

3 ways for self-service success

72% of customers prefer to use self-service support. Meet 3 must-have technologies to give them what they want - knowledge base, online communities, and customer portals.

Best Practices & Trends

4 tips to run a successful service desk

Learn how Atlassian built a service desk from scratch and the improvements we made to run a successful service desk.

Best Practices & Trends

How to build a simple asset management solution

This guide shows you how to build a simple asset management solution and integrate support and asset management for streamlined IT service.

Best Practices & Trends

ITSM service management: not just for IT

Expanding service management from IT to business teams is a hot topic in the IT industry. Check out our infographic for some surprising metrics and trends.

Best Practices & Trends

How IT + software teams can work better together

Learn how IT can collaborate with developers to fix root problems with JIRA Service Desk and JIRA Software.

Best Practices & Trends

How Twitter reduced email support volume by 80%

Learn how Twitter got off email support and reduced email support volume by 80%.

Best Practices & Trends

The epic story of Skyscanner's service desk

Learn how Europe's #1 flight search engine deals with bugs.

Best Practices & Trends

The secret to fast, agile IT service

Watch a panel of IT managers sharing their secrets to success with the Atlassian stack.

Best Practices & Trends

How to create a service desk for legal teams

We'll demonstrate how Atlassian’s IT team built a self-service desk for its legal team to maximize its efficiency and add more value to the business.

Best Practices & Trends

How to scale support with service desk and KB

Learn how Atlassian's build engineering team use ticketing and knowledge management to scale the support they provide to developers.

Best Practices & Trends

How Spotify IT supports a company in hypergrowth

Learn how Spotify scales IT support across a company enjoying phenomenal ‘hypergrowth’.

Best Practices & Trends

Service desk trends around the world

Find out what's important for IT professionals working all around the globe in this infographic.

Best Practices & Trends

How Skyscanner improved IT collaboration by 2x

Millions of people book trips using Skyscanner's global search engine. Learn how the Skyscanner squad structure works, and how they improved collaboration between development and IT teams by 2x while improving IT productivity by 44%.

Best Practices & Trends

How U.S. DoD improved IT productivity in 5 weeks

The Defense Media Activity’s Public web program supports more than 10,000 soldiers, sailors, airmen and Marines globally with the ability to rapidly move news, images and video to worldwide audiences via official military websites and the a

Best Practices & Trends

BAE Systems: Tips for a successful service desk

In 2015 BAE Systems implemented JIRA Service Desk for 4,700 staff and 250 agents across IT, human resources, and business improvement. Understand the journey from initial pitch to ongoing support, and what your team needs to know for a succ

Best Practices & Trends

CSIRO: A repeatable IT process, thanks to agile

CSIRO, Australia's national science agency, embarked on a transformation program in 2013 to modernize its service centers. Learn how CSIRO IT team took an agile approach and built a repeatable process using self-service portals that helped

Best Practices & Trends

How Sotheby's uses service desk to sell artwork

Faced with a challenge of not getting the right information from email exchanges, Sotheby's decided to invest in a new service desk tool. Learn how they use a service desk for anything from hanging a multi-million dollar painting in one of

Best Practices & Trends

Tips on guerilla marketing your service desk

Want to make your service desk go viral? Get some guerilla marketing tips that can make your service desk adoption increase by 50%.

Best Practices & Trends

Graduate from email support

A recent survey conducted by our team found that 70% of IT teams suffer from the "ping pong" effect when using email support. Check out this infographic on how to graduate from email support and slay the queue to get more done.

Best Practices & Trends

5 reasons why a service desk tool beats email

Check out five reasons why using a service desk is better than email for IT support