Best Practices & Trends / ebook

Discover the secret to legendary IT service

Back in 2001, Mike and Scott started a global business from Australia with $10,000 on a credit card. They knew that nothing less than legendary service would be needed to be successful. Service, both external and internal, is part of Atlassian's DNA.

Atlassian has grown into one of the most innovative and respected software companies in the world, valued at over $5B today. In the last four years Atlassian has scaled fast, growing from 300 to over 1,500 employees across ten locations and from 13,000 to over 50,000 customers worldwide.

Despite its hyper-growth, Atlassian remains committed to delivering legendary service across the company - from its internal IT service team, teams outside of IT, and of course its customer service team.

In this ebook, Atlassian co-CEO Mike Cannon-Brookes will share how the Atlassian teams use JIRA Software, JIRA Service Desk, Confluence and HipChat to tackle service management across the spectrum. He'll talk about how prevention, self-service, automation, and swarming deliver better service - rather than phone and email - and the critical role that innovation plays.

Inside the ebook:

  • Learn how the Atlassian service desk team resolves 50% of requests via swarming rather than through email ping pong
  • Find out how the Atlassian customer service team reduced “customer friction" by 32% thanks to an innovative and scalable strategy
  • Discover how the Atlassian legal team reduced legal reviews by 60% after introducing self-service
  • Explore how your teams in IT and across the organization can provide legendary service with the Atlassian tools

Download this ebook to get practical tips from Mike on Atlassian's service culture, a topic that is close to his heart.

Ready for the secret?

Download the ebook
About the author

Nikki Nguyen

Associate Product Marketing Manager, JIRA Service Desk

Although my life in IT is behind me, it's not too far away. I'm now a recovering systems administrator evangelizing the way teams work by using JIRA Service Desk. I've found a love of combining customer service with technology. Tweet me @NikkiHNguyen

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