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

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The document discusses balancing automation and human interactions in IT service management. It examines the strengths and weaknesses of both human agents and automation for various ITSM tasks like ticket management and customer support. While automation can improve scale, consistency and availability, it lacks empathy and critical thinking. Conversely, human agents are better at tasks requiring empathy, creativity and insight gathering but do not scale as effectively. The document advocates for striking a balance between automation and human agents to leverage the strengths of both, and provides suggestions for how to thoughtfully approach automation.

Technology

I, Robot. I, Human.
How to Balance Automation and Human Interactions in ITSM
PAWEL MAZUR | PRODUCT MANAGER | SPARTEZ
MARIA HEIJ | SUPPORT & TEST MANAGER | REFINED | @MARIAHEIJ

Bond, Anna Bond
9am - 5pm
Likes challenges
Hates follow ups
VPN & Wifi
Easy answers
Knows by heart
Responds quickly
Drive Recovery
Fun challenges
Hands-on work
Variation
Follow ups
Still need help?
Boring task
Does not bring joy
Meet Service Desk Agent: Anna

SWOT
Strengths - Weaknesses - Opportunities - Threats

Build trust
Insight gathering
Creative solutions
Context
Pivoting based on
emotions
Manual follow up
Scales linearly
Missed deadlines
Limited to working
hours
Learning by doing
Easy to adapt
Read between lines
Identify quick wins
Can turn a frown
upside down
Single person
dependency
Receiver
misinterpretation
Clashing
Humans
S W O T

Ticket management
Repetitive tasks
Does as you specify
Mass reach
Consistency
Needs to be set up
Lack of empathy
Legacy at day one
Lacks critical thinking
Misinterpretation
Scale, scale, scale!
Gathering data
Automatic
categorization
24/7 availability
Frees up other
resources
System outage
Complex
configuration
Mistakes are
multiplied
Small errors
Automation
S W O T

Ticket management
Repetitive task
Does as you specify
Mass reach
Consistency
Needs to be set up
Lack of empathy
Legacy at day one
Lacks critical thinking
Misinterpretation
Scale, scale, scale!
Gathering data
Automatic
categorization
24/7 availability
Frees up other
resources
System outage
Complex
configuration
Mistakes are
multiplied
Small errors
Automation
S W O T

First impressions of
your support
First few minutes of customer contact
are crucial. They can dictate if you are
successful or not.

S
W
O
T
S
W
O
T
HUMAN AUTOMATION
Quality
Time
Resolution
Missing it
Timely
Unresolved
Scaling
FSOS

Unsatisfied customers
Automation maintenance
Configuration complexity
Lack of feedback
Data is not trustworthy
Missed customer follow ups
Inefficient use of resources
Bored support agents
Breached SLAs
Bloated support teams
NOT ENOUGH
AUTOMATION
TOO MUCH
AUTOMATION

Approaching Automation
What to consider when automating

Approaching
Automation
Try out
Avoid
Keep in mind
Identify problem areas
Start small, then scale
Document and continuously test automated
processes

Try out
Avoid
Keep in mind
Wasted potential of your team
“The automation works - don’t touch it"
approach
Approaching
Automation

Try out
Avoid
Keep in mind
Resolving automation vs. human error
Automation setup & maintenance
Missing out on customer insight
Approaching
Automation

KB
Shape usage
Please only use circles, rectangles, and
rounded rectangles to call attention to a
particular part of a screenshot, for the
sake of consistency.
Anna’s
Solution
On demand
Partly
automated
Follow up
automation

Shape usage
Please only use circles, rectangles, and
rounded rectangles to call attention to a
particular part of a screenshot, for the
sake of consistency.
Anna’s
Solution
KB
On demand
Partly
automated
Follow up
automation

KB
On demand
Partly
automated
Follow up
automation
Shape usage
Please only use circles, rectangles, and
rounded rectangles to call attention to a
particular part of a screenshot, for the
sake of consistency.
Anna’s
Solution

Strike a
balance
There is no silver bullet
Your team is your greatest
asset
One size fits all

Thank you!
PAWEL MAZUR | PRODUCT MANAGER | SPARTEZ
MARIA HEIJ | SUPPORT & TEST MANAGER | REFINED | @MARIAHEIJ

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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.

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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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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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