jira is my significant other

2

Who is this guy?

www.ambientia.net

• Eric Salonen• Yes, Im Australian.• No, I dont work for Atlassian.• Then why are you in Finland?

Are you crazy?• Well yes, but I have Finnish parents

and I got married to a Finn.

3

Who is this guy?

www.ambientia.net

• Working with Atlassianeco-system since 2005

• Lead Atlassian Consultant at Ambientia

• Member of the AES team at Ambientia

• Duties include consulting, configuration, installation and debugging everything related to the Atlassian eco-system.

4

...but enough about me.

www.ambientia.net

Why are we here?

5

Why are we here?

www.ambientia.net

JIRA is my significant otherJIRA is my nerdy friend, you know, the fat guy with a lot of

pimples on his face and he smells a bit

6

So why is JIRA a nerd?

www.ambientia.net

7

So why is JIRA a nerd?

www.ambientia.net

• Well, JIRA is big guy.• Even though JIRA is big guy, he can

be easily handled by telling him what to do.

• You just need to know what to tell him to do and he will do it.

• ...but he also stinks a bit.• In other words, there are a few

annoyances

8

So why is JIRA a nerd?

www.ambientia.net

• JIRA is (was) also a bit ugly.

9

...but luckily...

www.ambientia.net

• JIRA has a ”hot sister”...

Introducing

How many of you are using JIRA?

Has anyone tried JIRA Service Desk?

Is anyone using ‘regular JIRA’ for

Customer Service?

38%use JIRA

for service desk

38% of @JIRA customers use JIRA for their #ServiceDesk

Powerful Agent Engine

Request Interface

two ends of the spectrum

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

Meet Ryan

He needs the IT team’s help...

IT TeamRyan

I need some new software!

Procurement request

System access

Purchase Request

Purchase Request

Problem report

JIRA Service Desk makes this

possible!

I’m at #Jira #atlassian #Roadshow #ServiceDesk Presentation!

Customer-

centric

language!

Simplifi ed

Interface!

Natural-language requests1

Simplified request interface2

Self-service knowledge base3

Intuitive Interface

Turn your #SERVICEDESK into a self-service desk with @JIRA #servicedesk

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

Best-practice

Team Queues!

New Issue, 2nd

on the list

One place for your team to go1

Automatically triaged & prioritized2

JIRA Query Language (JQL)3

Custom Team Queues

Automate triage and prioritization of requests with @JIRA #SERVICEDESK

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

0:23

Integrated SLA Visibility

TIME REMAINING

0:23

Integrated SLA Visibility

0:23TIMER ON

Integrated SLA Visibility

0:23TIMER

PAUSED

Integrated SLA Visibility

MORE THAN 1 HOUR REMAINING0:231:05

Integrated SLA Visibility

0:45LESS THAN 1 HOUR REMAINING

Integrated SLA Visibility

0:29LESS THAN 30 MINUTES

REMAINING

Integrated SLA Visibility

0:29ISSUE STILL OPEN - FAILED SLA

-0:01

Integrated SLA Visibility

-0:01ISSUE RESOLVED - FAILED SLA

-0:35

Integrated SLA Visibility

ISSUE RESOLVED - SLA MET

-0:350:42

Integrated SLA Visibility

0:42

JQL:

Pr io r i ty =

B locker

Advanced SLA Configuration

JQL:

Pr io r i ty = Ma jor

Advanced SLA Configuration

JQL:

Repor ter in

group(“bosses” )

Advanced SLA Configuration

Advanced SLA Configuration

Powerful SLA engine1

Integrated SLA visibility2

Supports advanced SLA rules3

Powerful SLAs

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

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

”

“

Great reports out of the box1

Easily create new reports with JQL2

Retroactively applied against your data

3

Real-time Reporting

With @JIRA #SERVICEDESK, retroactively apply SLAs & review real-time reports

Powerful SLAs

Real-time Reporting

Custom Team Queues

Intuitive Interface

plus years of

evolution

Fields

Workflows

Notifications

People

Permissions

Marketplace

Questions?

Puhelin: 045 121 2118

Sähköposti: eric.salonen@ambientia.fi

Twitter: @laskipaa

Eric Salonen