Atlassian Business Executive User Group

Why a Business Executive User Group?

• Teams extend beyond software development• Software development techniques, such as Lean & Agile are

becoming more and more popular in business

• We want to focus on patterns, techniques and learnings to help • Transform Business Processes• Optimize Resources• Improve Financial Position • Exceed Compliance Requirements

Our Goal

Our Goal is to connect like-minded users together with each other, as well as with the teams at Atlassian and ServiceRocket

We’ll meet quarterly and discuss the latest topics and trends from Atlassian and from Silicon Valley

Look out for our next meeting after Atlassian Summit

About Rob

The Consumption Economy

The Model has Changed

• Cloud Computing• Atlassian low/transparent pricing of Enterprise Software• New Rules for Business Transformation• New Models for Professional Services

Why doesn’t any listed ASX IT Services business have operations in Silicon Valley?

You can’t see global trends from Sydney or Melbourne alone. Be careful where you get your advice from

Why is Silicon Valley Important?

Silicon Valley is the heart of our industry, it’s where trends are started and where things move first.

Silicon Valley is 12-18 months ahead. Don’t be left behind.

We established an office in Palo Alto 2009

“Why go there?….Isn’t the US market dead?”

-Almost everyone’s “advice”, 2009

Where is Palo Alto?

25 mins - San Francisco

25 mins - Palo Alto

What Palo Alto Isn’t

Property Price Growth – 2005-2015

Why Should You Care?

If you were an actor, Hollywood is important to you

Finance: Wall St

Oil/Gas: issues in the Middle East impact you

Silicon Valley is the place for IT

Enter ServiceRocket• “Software is eating the world” – Andreessen, WSJ

2011

• We focus on Training, Support, Implementation & Tools

• We help drive Consumption• We strengthen the relationship between a fast

growing software company and their enterprise customers

About ServiceRocket• Founded in 2001 in Sydney Australia• 150+ employees across 5 offices

• Palo Alto, Sydney, Kuala Lumpur, Santiago & London

• Experts in software consumption• Training, Support, Implementation & Tools

• TRUSTe certified• Strong global leadership and board credentials• We love service and helping customers be successful• Over 2,500 paying customers in the past 12 months

alone

Leadership Team

Rob CastanedaFounder / CEO

Andrew SneddonChairmanFormer PwC Partner

Salil DeshpandeBoard MemberManaging Director, Bain Capital

Nick WhiteBoard MemberCFO, Elasticsearch

Erin RandChief Operating Officer

Ray BradberyVice President, Enterprise

Robert SipkoVice President, Platform

Colleen BlakeVice President, Marketing

Our Values• Delight the Customer• Share the Knowledge• Think Team• Focus on the Outcome• Talk Straight

Some of our Customers

Atlassian Adoption & Consumption Patterns

Adoption Curve – Who are your users?

A

B

C

Early Adopters

Early Majority

Late Majority

Laggards

Consumption

• It doesn’t just apply to vendors

• It also applies to any person trying to make a system successful

Welcome to our Wiki – Please Collaborate!

What does the 1st day of the job for a new hire look like?

Transparency is great….

… for those of us that know everything that is going on.

What does your system look like on the 1st day for a newbie?

Transparency

Information Overload

Typical Enterprise Confluence

Team 1Team 2

Team 4

Team 3

Team 5

Team 6

• Many Teams• If everyone owns it,

nobody does• Treated like “IT”, e.g.

SharePoint• Upgrading is painful

• “Who is using this plugin?”

• Common approach• 1 admin from each

“Team”• Ever tried to innovate

“together”?

Federated Approach

Intranet

Team 1

Team 2

Team 3

Team 4

Team 5

Team 6

• One Common Starting Point• “Intranet”• Simple, Lightweight

• Each team then has independent infrastructure

• Upgrades easy• Ownership easy• Budgeting allocation

easy• Innovation increases

Other related Tools – Okta, Salesforce.com

Evolution of a blogging and transparent culture

Stage 1 – The extroverts jump in- “Look at Me!”Stage 2 – Micromanagement takeover – “I want to look at you”Stage 3 – Lead by example for mutual trustStage 4 – Lead by PraiseStage 5 – Driven by Values

Aligning a system with your cultural values is the best way to ensure sustainable take up of the system.

Mold the system to your culture. Impossible without Values.

From Bug Tracking to Service Delivery

JIRA as an issue tracking tool is a great way to ensure accountability, and track technical work. Let’s call this “Pattern 1: Issues & Workflow”

Pattern 1 allows us to see “Who, When, Where etc”

Sorting through issues quickly and responding to changing demands – JIRA AgileLet’s call this “Pattern 2 - Agile”

Pattern 3 – SLA’s

The Service Desk Pattern is one where our team/department puts a stake in the ground and says “Here is what we can do for you”. Pattern 3: Service Desk and SLAs

Pattern 3 enables you to expand your impact to the business beyond IT.

We have an internal JIRA named “ops” which we use for SLA based services from our operations team.

Example – Pattern 1 - Zurich

• Before• Legacy System of Record• Communication around Transactions predominantly email• Hard to report, Process is inefficient, Does not scale easily

System of Record

Context

Context

Example - Zurich

• After• Context kept in JIRA• Accountability, Traceability

System of

Record

Putting it all together

• Collaboration• If everybody owns it, nobody does• Ownership is more important than structure/control

• Build around Values• Think in Patterns, not in Products

• Issues and Workflow• Agile• Service Desk

And now that I have made the business case for you…