Introducing JIRA Service Desk

•

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JIRA Service Desk – a modern and flexible service desk experience that streamlines customer requests, and boosts your IT team’s efficiency, taking your service desk to a whole new level. JIRA Service Desk integrates directly with JIRA, Atlassian’s issue management software used by more than 22,000 teams worldwide. Learn in 30 minutes: 1) How we’ve gone beyond the powerful JIRA platform 2) How you can easily create a clean and intuitive customer interface to submit requests 3) How to get real-time SLA visibility 4) How to focus your team with custom queues 5) How to improve your team’s efficiency with real-time reports JIRA Service Desk is available now for a free 30-day trial, OnDemand or download. Pricing starts at just $10 for 10 users.

Technologie Business

JIRA Service Desk
Christophe Capel • JIRA Product Marketing • @ChristopheCapel

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

Simple &
Lightweight

Advanced &
Customizable

two ends of the spectrum

Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

I need some
new software!

Procurement
request

Ryan

IT Team

JIRA Service Desk makes this possible!

I’m listening to the #JIRA #ServiceDesk Webinar!

Syst em a cc ess

Purch as e Reques t

Purch as e Reques t

Problem report

Intuitive Interface

1

Natural-language requests

2

Simpliﬁed request interface

3

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

Custom Team Queues

1

One place for your team to go

2

Automatically triaged & prioritized

3

JIRA Query Language (JQL)
Automate triage and prioritization of requests with @JIRA
#SERVICEDESK

Integrated SLA Visibility

0:23
TIME REMAINING

Integrated SLA Visibility

0:23
TIMER ON

Integrated SLA Visibility

0:23
TIMER PAUSED

Integrated SLA Visibility

1:05
0:23
MORE THAN 1 HOUR REMAINING

Integrated SLA Visibility

0:45
LESS THAN 1 HOUR REMAINING

Integrated SLA Visibility

0:29
LESS THAN 30 MINUTES REMAINING

Integrated SLA Visibility

-0:01
0:29
ISSUE STILL OPEN - FAILED SLA

Integrated SLA Visibility

-0:35
-0:01
ISSUE RESOLVED - FAILED SLA

Integrated SLA Visibility

-0:35
0:42
ISSUE RESOLVED - SLA MET

@JIRA #SERVICEDESK #SLAs kick-ass!

Advanced SLA Configuration

JQL:
Priority = Blocker

Advanced SLA Configuration

JQL:
Priority = Major

Advanced SLA Configuration

JQL:
Reporter in group(“bosses”)

SLA Calendars
Easily create new SLA calendar

Deﬁne your time zone,
working hours and
holidays

Powerful SLAs

1

Powerful SLA engine

2

Integrated SLA visibility

3

Supports advanced SLA rules

SLAs in @JIRA #SERVICEDESK are powerful and visible everywhere

“

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

Say “Hi” to Aaron at @i_b_aj he is a real nice guy

Real-time Reporting

1

Great reports out of the box

2

Easily create new reports with JQL

3

Retroactively applied against your data
With @JIRA #SERVICEDESK, retroactively apply SLAs & review real-time
reports

@JIRA #SERVICEDESK leverage all existing @JIRA customizations and
workﬂows

I N T UI TI V E
I N T ER FA CE

TE AM
Q UEUE S

P OWE RFUL
S LAs

RE AL-TI ME
RE PORT S

JIRA Platform

FIELDS

WORKFLOWS

MARKETPLACE

PERMISSIONS

NOTIFICATIONS

www.atlassian.com/software/jira/service-desk/demo

Have you read our latest blog:
“Insight into JIRA Service Desk’s pricing model”?
http://blogs.atlassian.com/2013/11/insight-jira-service-desks-pricing-model/

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Introducing JIRA Service Desk

1. JIRA Service Desk Christophe Capel • JIRA Product Marketing • @ChristopheCapel

2. 38% 38% of @JIRA customers use JIRA for their #ServiceDesk

3. Simple & Lightweight Advanced & Customizable two ends of the spectrum

4. Introducing

5. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting

6. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting

7. Meet Ryan

8. He needs the IT team’s help...

9. I need some new software! Procurement request Ryan IT Team

10. JIRA Service Desk makes this possible! I’m listening to the #JIRA #ServiceDesk Webinar!

11. Syst em a cc ess Purch as e Reques t Purch as e Reques t Problem report

12. Customercentric language!

13. Simplified Interface!

14.

15. Request Groups

16. Intuitive Interface 1 Natural-language requests 2 Simpliﬁed request interface 3 Self-service knowledge base Turn your #SERVICEDESK into a self-service desk with @JIRA #servicedesk

17. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting

18. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting

19. Team Queues

20.

21. New Issue, 2nd on the list

22.

23. Custom Team Queues 1 One place for your team to go 2 Automatically triaged & prioritized 3 JIRA Query Language (JQL) Automate triage and prioritization of requests with @JIRA #SERVICEDESK

24. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting

25. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting

26.

27. Integrated SLA Visibility 0:23

28. Integrated SLA Visibility 0:23 TIME REMAINING

29. Integrated SLA Visibility 0:23 TIMER ON

30. Integrated SLA Visibility 0:23 TIMER PAUSED

31. Integrated SLA Visibility 1:05 0:23 MORE THAN 1 HOUR REMAINING

32. Integrated SLA Visibility 0:45 LESS THAN 1 HOUR REMAINING

33. Integrated SLA Visibility 0:29 LESS THAN 30 MINUTES REMAINING

34. Integrated SLA Visibility -0:01 0:29 ISSUE STILL OPEN - FAILED SLA

35. Integrated SLA Visibility -0:35 -0:01 ISSUE RESOLVED - FAILED SLA

36. Integrated SLA Visibility -0:35 0:42 ISSUE RESOLVED - SLA MET @JIRA #SERVICEDESK #SLAs kick-ass!

37. 0:42

38. Advanced SLA Configuration JQL: Priority = Blocker

39. Advanced SLA Configuration JQL: Priority = Major

40. Advanced SLA Configuration JQL: Reporter in group(“bosses”)

41. Advanced SLA Configuration

42.

43. SLA Calendars Easily create new SLA calendar Deﬁne your time zone, working hours and holidays

44. Powerful SLAs 1 Powerful SLA engine 2 Integrated SLA visibility 3 Supports advanced SLA rules SLAs in @JIRA #SERVICEDESK are powerful and visible everywhere

45. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting

46. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting

47. Great reports outof-the-box!

48.

49.

50.

51.

52.

53.

54.

55.

56. “ 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 Say “Hi” to Aaron at @i_b_aj he is a real nice guy

57. Real-time Reporting 1 Great reports out of the box 2 Easily create new reports with JQL 3 Retroactively applied against your data With @JIRA #SERVICEDESK, retroactively apply SLAs & review real-time reports

58. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting

59. @JIRA #SERVICEDESK leverage all existing @JIRA customizations and workﬂows

60. I N T UI TI V E I N T ER FA CE TE AM Q UEUE S P OWE RFUL S LAs RE AL-TI ME RE PORT S JIRA Platform FIELDS WORKFLOWS MARKETPLACE PERMISSIONS NOTIFICATIONS

61. www.atlassian.com/servicedesk

62. www.atlassian.com/software/jira/service-desk/demo

63. Have you read our latest blog: “Insight into JIRA Service Desk’s pricing model”? http://blogs.atlassian.com/2013/11/insight-jira-service-desks-pricing-model/

64. Thank you

65. www.atlassian.com/servicedesk

Introducing JIRA Service Desk

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