ITSM & JIRA Service Desk Business Breakfast keynote by Juha Aaltonen, Ambientia, March 31st 2016

1. 17.8.2012 1

2. ITSM & JIRA Service Desk
31.3.2016
www.ambientia.net 2

3. agileADLM
concept / offer
Our agileADLM Concept, Solutions and Offering aim at
understanding and solving how to manage, make and
maintain Software Products (programs & portfolios) and support
end users in a way that is as agile, transparent, traceable
and effective as possible – with the help of Atlassian toolset.
www.ambientia.net 3

4. 4
• Portfolion hallinta
• SAFe
• ITSM
• Business Development
• DevOps
• Konsultointi – toimittaja | tilaaja | julkinen
• 2011 -> (Ambientia) - Consultant
• Konsultointia
• Atlassian toolset
• ITIL
• Tuotteistaminen
• Oma tiimi – kehitys, operointi, myynti, markkinointi
• Tuotekehitysympäristö palveluna
• SCM + Tietämyksen hallinta + Projektinhallinta
• Linux
• Tarjooman kehittäminen
• Atlassian JIRA
• Open source
• Scrum
• Pienempiä projekteja
• Sopimuksia
• Toimittajan roolissa
• 2001 – 2011 (Tieto) – SCM Manager, Product Owner, Lead tech Specialist
• SCM Manager
• Oma multisite tiimi (14) - tiimiytyminen
• RUP
• Windows
• Rational/IBM
• Tilaajan roolissa
• Isoja, pitkiä ja multi-continent projekteja
• Inhouse työkaluja
• VAX
• V-malli
• Vesiputous
• Software Configuration Management (SCM)
• 1994 – 2001 (Nokia Networks) – SCM engineer, Senior SCM engineer, SCM Manager
Minä
agileADLM

5. www.ambientia.net 5
IT Service
Management
Atlassian

6. www.ambientia.net 6
IT Service
Management
Knowledge
Management
SW
Development
(SCM)
Project and
Portfolio
Management
agileADLM
Task
Management
(Business
processes)

7. www.ambientia.net 7
Platform
Tools
Solutions
Big picture / Disciplines / Methods
agileADLM

8. TasksITSM KM SW dev PPM
www.ambientia.net 8
Platform
Tools (Atlassian)
Solutions
Big picture / Disciplines / Methods
agileADLM

9. TaskITSM KM SW dev PPM
www.ambientia.net 9
Big picture / Disciplines / Methods
agileADLM
SAFE | Scrum | Kanban | DevOps | ITIL | Waterfall | CMMI | Iterative | RUP | Marketing | Lean | HR | Finance | Legal | Operations | Sales | BizDevOps | etc
Platform
Tools (Atlassian)
Solutions

10. TaskITSM KM SW dev PPM
www.ambientia.net 10
Solutions
agileADLM
ServiceDesk
Helpdesk
Asset Management
CMDB
Customer Portal
Self ServiceDesk
etc
Doc management
Intranet
Extranet
Team Info Sharing
Knowledge bases
IM
Customer Portals
Development guides
etc
Agile Development
CI/CD
src Version Man
Coding practices
Artifacts Man
Test Automation
Code review
etc
Project Management
Portfolio Management
Capacity Management
Account Management
Requirement Man
Test Management
etc
Marketing
HR
Finance
Legal
Operations
Sales
etc
Platform
Tools (Atlassian)
Big picture / Disciplines / Methods
<- User Management / Identity and access management ->

11. TaskITSM KM SW dev PPM
www.ambientia.net 11
Tools
agileADLM
JIRA Servicedesk
Insight
Confluence
Confluence
HipChat
JIRA Software
Bitbucket
Bamboo
Fisheye
Crucible
SourceTree
Confluence
JIRA Software
JIRA Portfolio
Confluence
JIRA Core
Platform
Solutions
Big picture / Disciplines / Methods

12. TaskITSM KM SW dev PPM
www.ambientia.net 12
Platform
agileADLM
Linux / MySQL / PostgreSQL / Apache / VMWare / JAVA
Atlassian Cloud / Ambientia Cloud / 3rd party servers / Own Servers
Tools
Solutions
Big picture / Disciplines / Methods

13. TaskITSM KM SW dev PPM
www.ambientia.net 13
Platform
Tools (Atlassian)
Solutions
Big picture / Disciplines / methods
agileADLM
ITSM
And
JIRA
Servicedesk

14. TaskITSM KM SW dev PPM
www.ambientia.net 14
Platform
Tools (Atlassian)
Solutions
Disciplines / methods
agileADLM
ITSM
And
JIRA
Servicedesk

15. Tools | Atlassian
www.ambientia.net 15

16. www.ambientia.net
agile | transparency | traceability | effective
jira | jira-agile | zephyr | tempo | servicedesk | portfolio | confluence | refinedwiki | gliffy | team calendars | stash | bamboo | fisheye | crowd | sourcetree | hipchat
 Jira Core | Software | Service Desk Plan, track, service
 Confluence Create & collaberate
 HipChat Group Chat and IM Built for Teams
 Bitbucket Git Repository Management for Enterprise Teams
 Bamboo Continuous integration, deployment, and release management
 Fisheye Search, monitor, and track your Subversion repositories
 Crucible Find bugs and improve code quality through peer code review
 Clover Java and Groovy code coverage
 SourceTree Free Git and Mercurial desktop client for Mac or Windows
 Crowd Identity management for users, web apps and directory servers
 IDE Connector Stay in your IDE, stay in the flow
tools – atlassian toolset
organisation | way of work | tool configurations | tools | platform

17. agile | transparency | traceability | effective
jira | jira-agile | zephyr | tempo | servicedesk | portfolio | confluence | refinedwiki | gliffy | team calendars | stash | bamboo | fisheye | crowd | sourcetree | hipchat
- add-ons and Atlassian marketplace
Find, try, and buy add-ons for Atlassian products
The Atlassian Marketplace is a platform for Atlassian customers to discover, try (90 days evaluation period) , buy, and
manage add-ons for their applications. Additionally, it offers third-party vendors the ability to market, distribute, and
license their add-ons to Atlassian's customer base.
Currently 2138 add-ons and counting - 1185 free, 865 paid via atlassian, 88 paid via vendor
 Jira-Agile adds Agile project management to any JIRA projects
 Service Desk JIRA Service Desk combines an intuitive experience with powerful SLA management and real time reporting
 Tempo Timesheets brings you flexible time tracking, resource planning and business intelligence seamlessly to your JIRA
 Zefyr All your testing inside JIRA. Zephyr for JIRA augments JIRA capabilities with cost-effective and sophisticated test management
 Capture enables everyone to easily contribute high quality, actionable feedback
 Portfolio Connect strategic goals to development reality.
 Refinedwiki design and skin confluence, make it user friendly, structure content, customize dashboards and turn your wiki into an Intranet
 Team Calendars Align people, projects, and events - Confluence Team Calendars connects Confluence and JIRA like never before
 Gliffy Diagrams Made Easy: Quickly create and collaborate on professional diagrams
 Image Slider Display multiple images or content in a simple and nice looking image slider
 Questions Share knowledge and find answers with internal Q&A
 User profiles Make your profile personal, find colleagues and experts, visualize organization charts
 etc
tools - atlassian
organisation | way of work | tool configurations | tools | platform

18. www.ambientia.net 18
JIRA Service Desk,
a leader in service desk software
ITIL-ready service desk
Drive IT best practices with ITIL-ready templates. Get everything your IT teams need out
of the box for service request, incident, problem, and change management.

19. www.ambientia.net 19
Top 3 reasons why
customers choose JIRA
Service Desk
Easy to use and set up
Clean, intuitive portal that makes it easy for customers to ask for help
Integrates with JIRA Software
You already love using JIRA Software? Connect developers with IT by
integrating JIRA Service Desk with JIRA Software
Adapts to your needs
Software so flexible, that we support any resolution, escalation, or change
process you might dream up.
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20. 4/7/2016 20www.ambientia.net

21. www.ambientia.net 21
JIRA Service Desk features
• Queues – customizable and editable JQL-based queues for managing team’s work
• Customizable workflows – create your own workflows
• Customer Portal – simple and intuitive customer interface
• SLA – Flexible and customisable metrics
• Customer users – no need for JIRA licenses
• Real time Reporting – visual, real-time reports, customizable with JQL
• Automation – automate those repetative tasks
• JIRA Service Desk + Confluence Knowledge Base -> Self Service Desk
• Dev and IT, better together
• If your dev teams already use JIRA Software, connect IT tickets to their backlog for fast
issue resolution across teams
• Mobile usage – report requests by mobile

22. Asset Management
Insight
Enterprise Asset Management - Manage & control your assets in JIRA -
Automate asset updates - Powerful integrations and open API’s
• Manage your assets with great visualizations
Respond faster and make better decisions - Increase governance and
reduce operational risk - Improve asset utilization with proactive asset
management
• Access Insight assets from the custom field
The Insight custom field gives you access to the asset structure in
Insight. Drill down the object types to find the object that you want to
associate your JIRA issue to.
• Beautiful integration with JIRA Service Desk
The asset catalogue should be a natural part of the Service Desk
functionality in JIRA! Integrate Insight with JIRA Service Desk to enable
asset selection in the customer portal.
www.ambientia.net 22

23. This is not about tools.
This is about methods and way of
work.
And how you implement those methods
to your tools!
www.ambientia.net 23

24. Thanks.
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