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Watch 2019 Sessions


Standardizing Jira Service Desk in a Decentralized Environment 

How do you get 500+ professionals across 100+ support teams to deliver services and support consistently together?

Join Kevin Jesse, Chief IT Architect, as he shares the challenges and successes that were faced with deploying ITSM in a highly decentralized environment. Learn how to efficiently scale IT Service Management (ITSM) with minimal customization using Jira Service Desk and Confluence, how to integrate multiple service desks, develop an all-encompassing service catalog, and change the culture for both internal and external customers.

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Agile ITSM: New Ways of Working for High Velocity Teams

In a world of digital transformation, Agile, and DevOps, the way that IT teams work is rapidly evolving. Is your IT team still struggling to adapt to new ways of working?

In this session, we'll cover the tools, people, and best practices, to build a lean, mean, agile ITSM machine:

  • Build team culture with Atlassian's Open philosophy
  • How to lean into the future of "Lean and Agile ITSM"
  • Integrate DevOps best practices into the way IT teams work
  • Improve self-service by "shifting left," or knowledge-centric support
  • Lower MTTR (mean time to resolution) by improving incident response communications and collaboration
  • Improve the flow of your change control with agile ways of working
  • Plus challenges and lessons learned from customers around the globe

 

We're bringing back this popular talk from Summit 2018 in Barcelona to provide you pragmatic thought leadership and practical approaches you and your team can actually use

 

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Makeover Your Queue: Tips for Scaling Support With Jira Service Desk

Efficient queue management is the secret to how any small service team stays sane. Join Senior Cyber Engineer, Tanya, on a “before and after” journey of one of the world’s largest Atlassian instances. Learn how her team of three reduced issues by 80% and handled over 1,000 issues a month without missing a beat in customer satisfaction.

Get tips on recognizing what isn’t working in your service process, avoiding pitfalls, establishing a triage process, automating workflows and transitions—all while consistently crushing SLAs.

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Beyond IT: How to Use Jira Service Desk for Non-Technical Teams

Service desks have traditionally been used by IT and support teams. However, providing stellar service isn't limited to just those teams. From legal to marketing, managing facilities, and everything in between, teams are being bombarded and interrupted with requests.

In this session, we'll take page out of the IT and support handbook and apply similar concepts to non-technical teams! Vincent Wong, Senior Product Manager at Atlassian, will share tips and tricks on how to spot these teams, set up a service desk for them in a way that makes sense for how they work, and spread the tool across your organization for maximum productivity.

Back by popular demand, this was a top rated session from Summit Barcelona last year.

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Mission Possible: How VMware's Private Cloud Migrated to Jira Service Desk

Imagine you had five years of built functionalities in ServiceNow. Now, imagine your team of five was asked to migrate it all to Jira Service Desk with a full-blown ITILv3 scope in just eight months. Challenge accepted!

Join VMWare’s Dimitar Dimitrov, Manager of Cloud & Productivity Engineering, on his mission of epic proportions to migrate one of the largest private cloud instances to Jira Service Desk. From technology to people, learn how his team architected, designed, and deployed end-to-end service for a multi-service portfolio, how they met ITSM requirements with a lean approach, how partnering with a third party app vendor can help you shave months off your migration timeline and why starting with configuration management sets you up for success. This talk will include practical tips and demos so you can be successful in your own enterprise ITSM migration and beat your timelines.

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Power Up Jira Service Desk with Apps

Jira Service Desk's customizability is no secret—there are over 800 apps and integrations in the Atlassian Marketplace. So, what are the top ones across ITSM and customer support?

Join Amaresh Ray, Senior Product Manager at Atlassian, and discover how other real life customers supercharge their Jira Service Desk. Learn how they optimize their service management workflows by adding functionalities such as asset management, reporting, enhancing the service catalog, and more.

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I, Robot. I, Human: How to Balance Automation and Human Interactions in ITSM

We all want to meet customer expectations and get more done efficiently and fast. However, striking the right balance between automation and human involvement can be a challenge.

Join Maria and Pawel as they share lessons learned in providing lean, yet compassionate support service. Learn how to identify common pitfalls and tangible solutions for tackling challenges with scaling an organization. Whether you’re new to automation or looking to scale it back, join us to learn why you need both automation and human interactions in ITSM.

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Jira Service Desk for Internal Developer Support: It’s Not Just for IT Anymore!

IT isn’t the only service organization that struggles to keep pace with growing development teams—Build and Release, Tools, and other development operations teams face the same challenges.

Learn how Karen Clark, DevOps Lead for Splunk's Internal Engineering Effectiveness team leveraged the power of Jira Service Desk to support internal customers and helped scale a growing organization. From gaining access to code repositories, to handling "on fire" blocking issues with production CI/CD environments, see which problems Jira Service Desk helped solve (and what it didn't), and the challenges they faced along the way.

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Resolve Incidents Faster: Transforming Your Incident Management Process

Incident response teams are evolving, thanks to DevOps, agile, and today’s demand for always-on services. But, what’s the best way to respond when you’re faced with a complex mix of systems, software, and teams? Is there a way to respond faster, collaborate better, and continuously improve your incident management process?

Join Simon Kubica, Product Manager for Opsgenie, as he uncovers best practices that’ll streamline every stage of your response effort. See how Atlassian, Amazon and Google enable collaboration between support, operations and development, and learn how to leverage automation and conduct effective postmortems. Plus, Simon will show live demos on how you can implement these tips in Opsgenie, Statuspage, and Jira Service Desk.

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