From Go to Whoa: How to Make a Difference with JIRA Service Desk

Here are two truths: Employees expect consumer experiences. IT teams need to follow processes and measure success. Can both be done at the same time? Atlassian's IT team recently answered this question and found that it's not only possible, but necessary. Nikki Nguyen from Atlassian will walk through how Atlassian's IT team transformed the IT experience to make it both more employee friendly and efficient. He will talk through how the team changed their team structure, their tools, their metrics for success...and some unexpected tips and tricks that they found out along the way. Products covered: JIRA Service Desk

Embracing the Consumerization of IT in Your Company

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What do nontechnical teams, such as marketing, operations, HR, finance and legal have in common? Even though their processes might be different they can all use JIRA Core to track contracts, candidates, campaigns, approvals, and much more. But there are so many things you can tweak when setting up your team process: workflows, permissions, projects, issue types, etc. Whether you’re new to JIRA Core, or a power user, we’ll share the best practices for business teams, and give examples of how teams use JIRA Core effectively. You'll learn how to: Set up JIRA Core to match your business team's process Set up user permissions for approval processes Manage issues across different projects Handle multiple milestone due dates Expect tons of examples and aha moments when diving deep into the core of JIRA. Products covered: JIRA Core

(Re)Discover JIRA Core: Tricks that Make a BIG Difference

How often have you worked in an organization where the Engineers and the Operations teams just quite simply, got along? Wait, never? That was also my story, until one day we realized that it wasn’t enough to just speak the same language, but what we truly needed was to embrace the same tools as well. Come on the Agile journey of O.C. Tanner’s Corporate Administration team as we determined why we were constantly failing to get the important things done, and how we learned to stop firefighting and love the sprint. Products covered: JIRA Software, JIRA Service Desk

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Dr. Devops or: How I Learned to Stop Firefighting and Love the Sprint

Product without vision is dead. A lot has been said about the importance of vision setting, but not much has been shared about how to actually do it. Atlassian has been through several vision setting projects for individual products as well as for the whole company. Throughout these experiences, we've learned a lot about how to practically do this. This talk will share a highlights reel containing the top tips you can take back to your product teams and use for your next vision setting project.

Painting a Vision for Your Product

What if I told you that large teams could still be nimble? It's a common fear that as teams grow they will lose their own speed and efficiency. But at Atlassian, we have developed some specific strategies to support one of the largest and quick-growing departments at Atlassian. You will hear how we are keeping things simple as we grow by focusing on fostering trust, clarifying ownership, and encouraging effective collaboration. In addition to learning what tactics we use to coordinate cross-product strategy, development, and delivery, you will leave this session with ideas that your organization can use to gain understanding and visibility across your teams as they grow. Mat Lawrence, R&D Program Manager, Atlassian

Simplicity at Scale - Growing Teams at Atlassian

Working with a team on the other side of the world can be a lonely, frustrating experience. But with the right attitude, practices, and tools, it still can be an effective way to build software with others. Hear from Atlassian developer, Adam Hynes on how he moved to the other side of the world and stayed productive (and sane) without changing teams. Learn how he uses tools such as Floobits for real-time remote pairing, Confluence for white-boarding hard problems with distant teammates, and HipChat for asynchronous stand-ups to keep the team on the same page across timezones. You'll come away with several remote working tips that'll set you up for success. Adam Hynes, Senior Developer, Atlassian

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“Quality at Speed” is Atlassian’s approach to QA, and we are constantly evolving what that means and how it translates to actual dev team processes. Our developers can confidently take on testing activities, while our QA Engineers tackle larger, harder, and bolder challenges. Teams can ship better features, faster, and reach ambitious quality improvement goals. We'll talk about how our team has embraced this mindset, how this changes our role in dev teams, and the results we want to achieve. We'll cover the different ways that quality can be defined, the importance of fast deployments, and how we work with teams like DevOps, Growth and Customer Insights to help our dev teams and ultimately benefit our users. Products covered: JIRA Software, Bitbucket, Bamboo

The Future of QA at Atlassian

Developers can't focus only on the details of their code – they have to look at the application from a user's perspective, too. Join Maria Heij from RefinedWiki AB for a journey into the tester's (and user's) mindset. She'll cover knowing how and why your product is used, understanding the intent behind requirements, and product implementations – all aimed at extending your skills and making your add-ons even better. Maria Heij, Support & Test Manager, RefinedWiki

Know Thy Product: Tips from a Tester

In late 2015, we set up Atlassian Atlab: a low-budget customer research space that tightly integrates into the Agile sprint process. What began as an experiment quickly became an indispensable part of our company’s design process. Atlab is now international, run in all of our offices, gathering input from about 200 customers every month. In this talk, we will teach you why agile research is a crucial part of building great customer experiences, how to create stakeholder buy-in for your efforts, best practices for conducting research, and what to do with your findings. We will also teach you how to set up your very own Atlab. Warning: it’s very cheap, and easier than you may expect! Products covered: JIRA Software, JIRA Core, JIRA Service Desk, Confluence, HipChat, Bitbucket, Bamboo, Fisheye / Crucible, Portfolio for JIRA

How Atlassian's User Research Went Agile (and So Can Yours)

At Helios Interactive when we collaborate with our clients we face an array of challenges: intangible ideas without a clear execution, short timelines, physical deployments, environmental factors, working with new technologies, and clients unfamiliar with digital. Structured workflows are essential for success, but improvisation is unavoidable in key areas. Atlassian tools help us excel in both structured process and quick improvisational thinking, ultimately resulting in better user experiences and happier clients. Products covered: JIRA Software, HipChat

Managing the Chaos of Client Collaboration and Physical Deployment

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Amadeus is the leader in technology solutions for the global travel and tourism industry. The Atlassian suite is integral to fostering collaboration, efficiency, and effectiveness among Amadeus' widely distributed teams. As a large company with a significant amount of existing homegrown tooling and processes, it was imperative for Amadeus to be able to integrate Atlassian products with existing tools to ease adoption and maximize overall return. Additionally, as they're mission-critical products to business, scalability, high availability, and resiliency across Atlassian products was imperative to fostering trust across the organization. In this session, we will share how we built trust for our 14,000+ Amadeus employees in over 20 geographical locations, by improving efficiency, easing integration with existing solutions, and increasing the overall operability and scalability. Frederic Ros, Head of Development Efficiency and Lifecycles, Amadeus Hugo Questroy, Senior Manager, Software Development Engineering, Amadeus

Building Trust for Adoption at Enterprise Scale

Solution Partners deliver and implement customer solutions through consulting, sales, and technical services for Atlassian products. They should be an integral part of your add-on marketing strategy. In this talk, you’ll learn how to reach these influential partners and how best to get your product in front of their customers. A few years ago, Brikit decided to leverage the Atlassian Solution Partners to drive additional customer reach and revenue. Darryl Duke, Brikit CEO and Founder, worked closely over several months with Steve Cross, Americas Channel Manager, to share ideas, structure an approach for Brikit, and build a go-to-market strategy for Partner acquisition and conversion. Brikit then implemented a Partner Program that now drives 45-50% of product revenue through Atlassian Solution Partners. Come and find out how they did it, what were the wins, and more importantly, the pitfalls along the way. Steve Cross, Channel Manager, Americas, Atlassian Darryl Duke, Co-founder and CEO, Brikit

Closing the Deal: How Atlassian Partners Help Grow Your User Base

Large companies often struggle to align development with sales and marketing - how do you ensure the delivery of features and fixes lines up with the efforts to promote them? Luisa will talk about how a big organization implemented a lightweight version of SAFe, but adapted the methodology to fit their needs. Learn how you can tailor agile principles to address the unique challenges your teams face and why configuring your agile tools properly is critical to increasing agility throughout the company.

Throwing Out the Agile Rulebook

When you have 65,000 customers with different needs, who do you listen to? Creating a feedback culture to hear your users is only the first step – translating that feedback into a concrete roadmap is hard, and shipping something is even harder. Join JIRA product managers Helen Xue and Dave Meyer as we share the story of our quest to simplify JIRA. From quick wins to tough trade-offs, you'll learn the strategies and metrics our team used to turn feedback into action. You'll leave with insider knowledge about how we prioritize on JIRA, what we've learned trying to simplify a massive product, and how your team can avoid our mistakes.

From Feedback to Features - Building the New Jira Experience

Don't you love those "gifts that keep on giving"? JAMF Software does. They moved their 400+ employees from Microsoft Lync to HipChat for ease of use and UX design. Only after making the switch did they discover the transformative impact of HipChat’s open API. (boom) JAMF's Bryson Tyrrell will share his experience building custom plug-ins that meet his team's needs for internal support via HipChat and JIRA Service Desk, and show how you can do it, too.

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As a developer you use Confluence and JIRA because they improve your proficiency in processes, knowledge transfer, training peers, and situational awareness in projects. But what about the non-technical people outside your team? Kick-start your whole company's adoption of JIRA and Confluence with some tips from James Hilving of Masergy Communications. He'll talk about add-ons, page templates, simple workflows, and terminology that'll bridge the gap and get everyone on the same page. (A Confluence page, that is!)

How to Encourage Non-Development Teams to Use JIRA and Confluence

Change management for IT is a big, complex thing. It's hard to configure a tool to fit your company policies and the whole experience of raising and approving changes is painful for everyone involved. We believe there's a better way. In this session, we will show you how JIRA Service Desk can help track and approve changes with simple configuration that's easy to set up and maintain. Learn how to adapt JIRA Service Desk to your change processes with practical examples of how to report on risk, generate change reviews, schedule changes with a calendar, and more. Products covered: JIRA Software, JIRA Service Desk, Confluence

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Join Sapient (part of Publicis Groupe) on a journey of building a purpose-built client experience with the Atlassian products at its core. Learn how we moved from a fragmented legacy landscape to a standardized environment for teams and clients with the Publicis.Sapient DOJO, or the name for our strategy of standardized methods, integrated tools and business-centric support. We will show you how the DOJO has improved the lives of our teams. With nearly 16,000 users, 2,500+ projects, and 1.3+ million issues, we're using Atlassian products at huge scale in the services industry. Whether your organisation is large or small, if you use multiple Atlassian products, you will walk away with helpful tips like: How automation accelerates how we do project provisioning Examples of how we use JIRA Service Desk for Support Best practices on using groups across Atlassian products Products covered: JIRA Software, JIRA Core, JIRA Service Desk, Confluence, HipChat, Bitbucket, Bamboo, Fisheye / Crucible

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Best Doctors is a health-care service organization providing medical second opinions to its members. Atlassian JIRA, Confluence, Bamboo, and HipChat are used throughout the organization to keep projects on track and connect employees throughout 13 offices worldwide. This talk will focus on how support problems are reported, and how appropriate personnel is notified via push notifications and text messaging. Through the use of these tools, issues are dispatched to the right person at the right time, no matter where they are or what device they use. Atlassian tools are used in this tightly controlled SOC 2 Type 2 audited environment to provide compliant change management including the necessary traceability and hit the required SLAs. Products covered: JIRA Software, JIRA Core, JIRA Service Desk, HipChat

Mobile Change Management and Support Workflows with JIRA

Incidents happen. It’s how you handle them that matters. GetGo, A Division of Citrix, realized their Operations and Support teams were wasting valuable minutes on tooling and communication during an incident – time that should really be spent focusing on solving the problem at hand. To improve their incident management processes, GetGo implemented Atlassian tools (including newly acquired StatusPage) for a more seamless alerting, monitoring, and communication system. Come learn how you can beef up your incident management to resolve incidents faster, keep customers happier, and ultimately, save money. Products covered: StatusPage, HipChat, JIRA Software, Confluence

Combining Operations and Support: Incident Management with Atlassian

IT support teams have a unique perspective on the impact software has on users. They speak to users day in and day out, listening to their feedback and solving their issues. This amounts to a wealth of knowledge that has the power to fix or improve products, reduce future customer requests, and improve customer satisfaction. But is this feedback actually making its way back to product development? And are software teams collaborating effectively with tech support ahead of releases? Discover how Atlassian tech support teams prepared ahead of Atlassian’s largest release in its history, splitting JIRA into three products. We will cover how we: Got over 100,000 users proactively preparing for the release of JIRA 7.0 Trained and prepared our global support team of 100+ staff Worked with product teams to ship highly supportable products Used Atlassian tools to identify and fix post-release problems quickly Products covered: JIRA Service Desk, Confluence, HipChat

How Atlassian Support & Development Team Up to Release Software

Rockwell Collins is an aerospace engineering organization developing safety critical systems for aircraft flight decks and communications. Our regulatory processes require unique tool solutions for configuration control, traceability, and quality oversight. Application Lifecycle Management (ALM) is a highly integrated engineering tool platform built upon Atlassian products, vendor plugins, and internally developed plugins like Auto-Issues-Creation, project defined custom fields, quality assurance metrics and many more. We support 7,000+ engineers with common workflows, training, and customer support. It might be easier for organizations like Rockwell Collins to remain in legacy tools, but the benefits with ALM for collaborative design and development are overwhelming. I will describe the unique needs we have addressed, the challenges we faced, and the benefits our engineering teams are enjoying. Products covered: JIRA Software, Confluence, Bamboo, Fisheye / Crucible

Application Lifecycle Management at Scale

The digital marketing organization at VMware recently transformed the way it does business by migrating to a new tracking tool for all incoming requests. The team is responsible for all of VMWare.com, which is available in 13 languages, 40 countries, and produces over 20K unique pageviews in addition to other microsites. These sites support over 6 million unique monthly visitors worldwide, so it was no small task to make this change. The team chose JIRA Service Desk Cloud with Service Desk to fill the need. Digital Marketing supports the entire marketing organization of 600 people. By providing a simple self-serve submission method, automatic routing, and clear channels of communication the team was able to increase their capacity by 450% (from 100 to 900 monthly requests) and decrease their SLAs by 58% (shaving off 4 days). Both huge wins! Learn how spending less time managing requests helped us focus more on marketing personalization, dynamic content, and campaigns that directly impact the sales pipeline. Products covered: JIRA Core, JIRA Service Desk

Self-Serve Marketing at VMware with Request Portals

Data Center provides administrators with control, customization, performance at scale, and instant scalability when hosting Atlassian applications. Join us to learn about improvements to Data Center's core technology that allow for smoother upgrades, better user management, and expanded deployment options. Improved reliability and uptime are just the tip of the iceberg. Products covered: JIRA Software, Bitbucket, Confluence, JIRA Service Desk

Scaling Atlassian - What's New in Data Center

Great software is built with a manifesto, an iterative process, and places customers at the highest priority. Why should the design and build of a workspace be any different? At Atlassian, we've been focussing heavily on the design of our workspaces to create flexible, engaging, delightful, and yes productive places for our teams to work in. After all, you can't take creative people, stick them in a sterile, uninspiring environment, and expect them to achieve the best work of their lives. It's about a lot more than foosball tables, beanbag chairs, and whiteboards. We think what we've learned can be applied anywhere from a freelancer's home office to entire office buildings. As our organisation has evolved from its engineering roots to incorporate a large design team, so have the needs of our workspace to help us work together as teams. Hear Alastair Simpson and Robyn Dunn talk about how the Workplace Experience team at Atlassian partnered with their own internal customers to build workspaces in an agile way that is reflective of our modern workforce. Applying design thinking and user experience principles, they have successfully shaped creative workspaces that have scaled with the changing needs of their teams. Come and hear what they've learned (and some hilarious mistakes they've made along the way) about the benefits of creating better workplace environments through thoughtful design to help teams become more productive.

Designing Teams - How Building a Great Workspace is Like Building Great Software

Every day Netflix streams 125 million hours of video to 80 million subscribers in 130 countries. Delivering new features daily at a global scale requires an engineering-oriented culture that moves fast and innovates faster. The developer tools team at Netflix faces unique technical and cultural challenges deploying tools designed for a wide audience to teams with very specific needs. In this talk we’ll explore: The forces that drive a centralized team in a decentralized organization. The diverse needs of our very technical user base. The pace of innovation and the ever-constant need for change. The complexities of support and automation that facilitates the process. Products covered: Bitbucket

DevTools at Netflix: Culture, Speed & Innovation

JIRA Software is an extremely flexible and powerful tool, which can be used in a variety of ways. As 9-year Atlassian veterans, we'll outline the innovative ways JIRA Software is being used within Atlassian, and what features our teams find most useful to enhance their processes. We'll cover practical tips, such as how we run Scrum and Kanban, and how we've customized projects and boards to best plan, track, and ship software with the precision of a black-belt judo master. Products covered: JIRA Software

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Be the Enabler: JIRA Workflows for Business Teams

Spotify is one of the largest online music streaming company in the world and they've been growing extremely fast. Like, "600% growth in three years" fast. So put your headphones away and listen to Rick Wacey tell the story of how his team went from managing requests by email to using JIRA and JIRA Service Desk. You'll get tips on coping with increased demand from employees (while still providing great service, of course), and see how to set up your own internal Genius Bar kiosk for IT issues. Get here early and grab a seat – this one goes to 11.

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Project Managers often face an identity crisis when companies transition to agile: either become a scrum master, move to another role entirely, or another company! This discussion will demonstrate how project management can not only co-exist with your agile process, but thrive. Plus, you'll learn how Gilt blends agile principles with traditional project management techniques to bring their strategic initiatives to life.

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Creating apps with Forge and its UI frontend components is now easier than ever. Join Senior Designer Allard van Helbergen and Product Manager Josephine Lee as they walk through the story of designing Forge UI. What is a declarative UI and why did we choose this paradigm? What are all the considerations that go into defining the set of components to build apps with? And how do you make ‘creating apps’ simple? Walk away understanding the foundations of Forge, how all the different components work together, and where Forge UI is headed in the future.

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After a day of learning about the exciting features of Forge, get ready for a peek under the hood to discover how it’s all implemented. Join Forge Architect Patrick Streule as he goes deep on topics such as Forge FaaS infrastructure, the internal workings of tenant isolation, and automatic authentication. Attendees will also get a glimpse of some features we’re looking at building into the future of Forge, such as a serverless data store for apps and more!

Forge: Under the Hood

How do you stay on top of your work when it is scattered across multiple Atlassian products? "If only there was a single place where I could see all my activity..." - sounds familiar? We are going to provide you an insight into what lead to the creation of a new Activity API. Following last year’s Atlas Camp announcement from our CTO Sri Viswanath, Atlassian is moving onto GraphQL - new Activity API is one the first pieces of the GraphQL Atlassian Platform and is the technology behind start.atlassian.com. Join Sergey Meshkov, Senior Developer, who will provide you a sneak peek of the new GraphQL Activity API as it will soon be available to our vendors.

Access to User Activities - Activity Platform APIs

Our designers work  3x quicker  with the Atlassian Vendor Sketch Plugin — and now we’re unleashing these superpowers to the Atlassian Ecosystem. If you mockup screens for code or marketing, we’ll help you drag and drop your way to an Atlaskit design in less than 10 minutes. And if you’re a designer, you’ll want to hear about our pixel-perfect component library and suite of seamless Sketch integrations. Join Atlassian’s resident Sketch aficionado, Huw Evans, to learn about:  Sketch Components: If it’s in Atlaskit, it’s now in Sketch. And introducing the Symbol Palette, the quickest way to find the right component for the job.  Product Templates: Spark inspiration by building your designs inside realistic screens from Jira & Confluence — or craft hero images for your Marketplace listing!  Color and Text Styles: Heard of N75? H400? If those mean nothing to you, we’ll run through how to make your users feel at home by using Atlassian colors & typography, right inside Sketch.  Data Suppliers: Say goodbye to Lorem Ipsum. Learn how to use Sketch Data Suppliers to generate realistic copy using live data from Jira, Confluence and Bitbucket. Bonus: How we used AI to create people who don’t exist! ‍♀️ It's All Open Source: How we made it really easy to customise the Atlassian Vendor Sketch Plugin for your team's needs.

Design Your Next App with the Atlassian Vendor Sketch Plugin

You’d never knowingly ship something to your customers that didn’t deliver value, would you? Would you still stand your ground if you were under pressure to get a team of developers working on something? You probably know that one of Atlassian’s most well-known values is “Don’t f*** the customer”, so learn what happened when a lean product team decided to tear up the roadmap because they were brave enough to admit they didn’t understand their customers well enough. Join Janel Blattler, as she shares how her team used research to unveil a new plan in just a few weeks. You’ll be able to practice some techniques and walk away with a bucket load of inspiration. Come along if you’d like to run research, but worry that you don’t have enough time or lack the skills to do so – you don’t need to be a researcher on your team. This session is for you if you’re looking for ways to drive customer empathy closer in the team, or you’d like to up your game and discover some new techniques for delivering lean research with actionable insights.

Tear Up Your Roadmap and Get Out of the Building

When it comes to designing apps and new features, we just can't get enough of metrics. In an age where we can collect data from almost anything, how can we cut through the noise and focus on the right metrics to measure the success and failures of the apps that we’re building? Join Atlassian Product Manager Josephine Lee as she delves through what exactly makes a good metric. Throughout the talk, we’ll walk through real Atlassian examples of good and bad metrics. By exploring a framework for measurement, we’ll cover detailed features that showcase how best to measure and choose the right set of success, supportive, and counter metrics. You'll walk away with tips and learnings from Atlassian’s approach to measuring success, and learn how to use data and metrics to inspire action in your apps.

Nailing Measurement: a Framework for Measuring Metrics that Matter

Color-blind people are using your apps. 1 in 12 men is color blind. And for women, this is 1 in 200. Building apps that work well for color blind people is not difficult. Some simple techniques help us with the design of our interface. And some tools help us see what color blind people see. In this talk, Maarten Arts of Avisi will look at common varieties of color blindness. We will look at apps through the eyes of a color-blind person. And we will discover what color-blind people struggle with. Regardless of whether you're a designer or developer, this talk will equip you with the skills and the tools you need to make sure that your app works for color-blind people.

Building Apps With Color Blind Users in Mind

The words we choose have the power to include or alienate our users. The reality is that for many, English is spoken as a second language. And unless you're going to localize your product for those major non-English speaking markets, you'll need to thoughtfully create content that is accessible to a larger audience. But how do we create products that maintain a sense of personality without isolating a wide audience of non-native speakers? Join Atlassian Content Designer, Roana Bilia, as she walks you through why thoughtful, inclusive content, is key to creating well-designed user experiences. You'll walk away with foundational principles for good UX copy when optimizing your product UI, a few quick wins that you as creators and developers can incorporate into your next products, as well as a set of mistakes to avoid that companies—including Atlassian—have made, which prioritized native speakers but isolated non-native speakers.

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We hear it all the time, and we get it. Diversity and inclusion are important! But isn't it an HR problem? HR may be able to help with diversity but inclusion or creating an inclusive environment is everyone's responsibility. So how do we create an inclusive environment that celebrates diversity and engages and supports everyone? Isabel Nyo will be sharing best practices and lessons she has learned along the way. She will also be sharing her experience as a minority, a female technical leader, in the technology industry.

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In September 2018, K15t took its mission to go self-managed to the next-level when the entire company worked together to decide on the Next Big Thing™ to build for Atlassian users and present it at Summit in Las Vegas. In this session, Anshuman Dash, an intern turned software engineer, turned product manager, shares his journey of professional self-discovery. In under five months, he joins a freshly assembled, self-managed team in building a new Atlassian Marketplace app. Dash will give a quick intro to what it means for a team to be self-managed. Then, he'll share his observations and experiences on the team, as well as the best-practices, patterns, and processes K15t has discovered along the way. Whether you are a new team with a kick-ass product idea or a big company figuring out ways to scale, this talk will provide you with practical tips and ideas your team can try out!

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Designing for the enterprise comes with a unique set of challenges; ensuring readability and accessibility at scale, meeting the needs of multi-layered organizations, and building a trust when your software - used by dozens of thousands of employees - is considered mission-critical. At Atlassian, we've spent countless hours digging deep into our enterprise customer's needs and we've gathered a vast repository of insights. In this talk, Pawel Wodkowski, a senior designer on Jira Server, will share all that we've learned from our research (while not being shy about busting some of those wild admin myths!). You'll get a crash course in what it means to design for scale the Atlassian way.

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In today's dynamic e-commerce landscape, the payment gateway emerges as a linchpin, ensuring smooth and secure transactions between buyers and sellers. In this discourse, we delve into the meticulous process of devising test cases tailored for scrutinizing payment gateways. Crafting precise test cases for payment gateways is a quintessential responsibility for testers operating within the service industry. This article meticulously explores pivotal scenarios integral to how to test payment gateways, coupled with essential guidelines for drafting effective test cases.

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