Veranstaltung "Atlassian Roadshow: JIRA Service Desk 1.0" in Berlin am 12. November 2013. Eine Präsentation zum Thema "The next gen IT Service Desk with JIRA Service Desk 1.0" von Tony Atkins, Lean Innovation Program Manager bei Atlassian.

1. we listen to our customers
Dan Chuparkoff • JIRA Product Marketing • @chuparkoff

2. How many of you are using JIRA?
Has anyone tried JIRA Service Desk?
Is anyone using ‘regular JIRA’ for Service?

3. 38%
use JIRA
for service desk
38% of @JIRA customers use JIRA for their #ServiceDesk

4. Request
Interface
Powerful
Agent Engine
two ends of the spectrum

5. Introducing

6. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

7. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

8. Meet Ryan

9. He needs the IT team’s help...

11. I need some
new software!
Procurement
request
Ryan
IT Team

12. System access
Purchase Request
Purchase Request
Problem r ep or t

13. JIRA Service Desk makes this possible!
I’m at #Jira #atlassian #Roadshow #ServiceDesk Presentation!

14. Customercentric
language!

15. Simplified
Interface!

17. Intuitive Interface
1
Natural-language requests
2
Simplified request interface
3
Self-service knowledge base
Turn your #SERVICEDESK into a self-service desk with @JIRA #serviced

18. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

19. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

20. Bestpractice
Te a m
Queues!

22. New Issue,
2nd
on the list

24. Custom Team Queues
1
One place for your team to go
2
Automatically triaged & prioritized
3
JIRA Query Language (JQL)
Automate triage and prioritization of requests with @JIRA #SERVICED

25. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

26. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

28. Integrated SLA Visibility
0:23

29. Integrated SLA Visibility
0:23
TIME REMAINING

30. Integrated SLA Visibility
0:23
TIMER ON

31. Integrated SLA Visibility
0:23
T I M E R PA U S E D

32. Integrated SLA Visibility
1:05
0:23
MORE THAN 1 HOUR REMAINING

33. Integrated SLA Visibility
0:45
LESS THAN 1 HOUR REMAINING

34. Integrated SLA Visibility
0:29
LESS THAN 30 MINUTES REMAINING

35. Integrated SLA Visibility
-0:01
0:29
I S S U E S T I L L O P E N - FA I L E D S L A

36. Integrated SLA Visibility
-0:35
-0:01
I S S U E R E S O LV E D - FA I L E D S L A

37. Integrated SLA Visibility
-0:35
0:42
I S S U E R E S O LV E D - S L A M E T
@JIRA #SERVICEDESK #SLAs kick-ass!

38. 0:42

40. Advanced SLA Configuration
JQL:
Priority = Blocker

41. Advanced SLA Configuration
JQL:
Priority = Major

42. Advanced SLA Configuration
JQL:
Reporter in group(“bosses”)

43. Advanced SLA Configuration

45. Powerful SLAs
1
Powerful SLA engine
2
Integrated SLA visibility
3
Supports advanced SLA rules
SLAs in @JIRA #SERVICEDESK are powerful and visible everywhere

46. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

47. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

52. “
We’ve rolled out JIRA Service Desk in production to
over 1,500 users. It was ridiculously easy - and the
”
SLA metrics were eye opening.
AARON JONES, GOOD.COM
Say “Hi” to Aaron at @i_b_aj he is a real nice guy

53. Real-time Reporting
1
Great reports out of the box
2
Easily create new reports with JQL
3
Retroactively applied against your data
With @JIRA #SERVICEDESK, retroactively apply SLAs & review real-time
reports

54. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

55. plus years of
evolution
@JIRA #SERVICEDESK leverage all existing @JIRA customizations and
workflows

56. Fields

57. Workflows

58. Notifications

59. People

60. Permissions

61. Marketplace

62. ATLASSIAN.COM/SERVICEDESK

63. Questions?