2. ITSM & JIRA Service Desk
31.3.2016
www.ambientia.net 2
3. agileADLM
concept / offer
Our agileADLM Concept, Solutions and Offering aim at
understanding and solving how to manage, make and
maintain Software Products (programs & portfolios) and support
end users in a way that is as agile, transparent, traceable
and effective as possible – with the help of Atlassian toolset.
www.ambientia.net 3
4. 4
• Portfolion hallinta
• SAFe
• ITSM
• Business Development
• DevOps
• Konsultointi – toimittaja | tilaaja | julkinen
• 2011 -> (Ambientia) - Consultant
• Konsultointia
• Atlassian toolset
• ITIL
• Tuotteistaminen
• Oma tiimi – kehitys, operointi, myynti, markkinointi
• Tuotekehitysympäristö palveluna
• SCM + Tietämyksen hallinta + Projektinhallinta
• Linux
• Tarjooman kehittäminen
• Atlassian JIRA
• Open source
• Scrum
• Pienempiä projekteja
• Sopimuksia
• Toimittajan roolissa
• 2001 – 2011 (Tieto) – SCM Manager, Product Owner, Lead tech Specialist
• SCM Manager
• Oma multisite tiimi (14) - tiimiytyminen
• RUP
• Windows
• Rational/IBM
• Tilaajan roolissa
• Isoja, pitkiä ja multi-continent projekteja
• Inhouse työkaluja
• VAX
• V-malli
• Vesiputous
• Software Configuration Management (SCM)
• 1994 – 2001 (Nokia Networks) – SCM engineer, Senior SCM engineer, SCM Manager
Minä
agileADLM
16. www.ambientia.net
agile | transparency | traceability | effective
jira | jira-agile | zephyr | tempo | servicedesk | portfolio | confluence | refinedwiki | gliffy | team calendars | stash | bamboo | fisheye | crowd | sourcetree | hipchat
Jira Core | Software | Service Desk Plan, track, service
Confluence Create & collaberate
HipChat Group Chat and IM Built for Teams
Bitbucket Git Repository Management for Enterprise Teams
Bamboo Continuous integration, deployment, and release management
Fisheye Search, monitor, and track your Subversion repositories
Crucible Find bugs and improve code quality through peer code review
Clover Java and Groovy code coverage
SourceTree Free Git and Mercurial desktop client for Mac or Windows
Crowd Identity management for users, web apps and directory servers
IDE Connector Stay in your IDE, stay in the flow
tools – atlassian toolset
organisation | way of work | tool configurations | tools | platform
17. agile | transparency | traceability | effective
jira | jira-agile | zephyr | tempo | servicedesk | portfolio | confluence | refinedwiki | gliffy | team calendars | stash | bamboo | fisheye | crowd | sourcetree | hipchat
- add-ons and Atlassian marketplace
Find, try, and buy add-ons for Atlassian products
The Atlassian Marketplace is a platform for Atlassian customers to discover, try (90 days evaluation period) , buy, and
manage add-ons for their applications. Additionally, it offers third-party vendors the ability to market, distribute, and
license their add-ons to Atlassian's customer base.
Currently 2138 add-ons and counting - 1185 free, 865 paid via atlassian, 88 paid via vendor
Jira-Agile adds Agile project management to any JIRA projects
Service Desk JIRA Service Desk combines an intuitive experience with powerful SLA management and real time reporting
Tempo Timesheets brings you flexible time tracking, resource planning and business intelligence seamlessly to your JIRA
Zefyr All your testing inside JIRA. Zephyr for JIRA augments JIRA capabilities with cost-effective and sophisticated test management
Capture enables everyone to easily contribute high quality, actionable feedback
Portfolio Connect strategic goals to development reality.
Refinedwiki design and skin confluence, make it user friendly, structure content, customize dashboards and turn your wiki into an Intranet
Team Calendars Align people, projects, and events - Confluence Team Calendars connects Confluence and JIRA like never before
Gliffy Diagrams Made Easy: Quickly create and collaborate on professional diagrams
Image Slider Display multiple images or content in a simple and nice looking image slider
Questions Share knowledge and find answers with internal Q&A
User profiles Make your profile personal, find colleagues and experts, visualize organization charts
etc
tools - atlassian
organisation | way of work | tool configurations | tools | platform
18. www.ambientia.net 18
JIRA Service Desk,
a leader in service desk software
ITIL-ready service desk
Drive IT best practices with ITIL-ready templates. Get everything your IT teams need out
of the box for service request, incident, problem, and change management.
19. www.ambientia.net 19
Top 3 reasons why
customers choose JIRA
Service Desk
Easy to use and set up
Clean, intuitive portal that makes it easy for customers to ask for help
Integrates with JIRA Software
You already love using JIRA Software? Connect developers with IT by
integrating JIRA Service Desk with JIRA Software
Adapts to your needs
Software so flexible, that we support any resolution, escalation, or change
process you might dream up.
1
2
3
21. www.ambientia.net 21
JIRA Service Desk features
• Queues – customizable and editable JQL-based queues for managing team’s work
• Customizable workflows – create your own workflows
• Customer Portal – simple and intuitive customer interface
• SLA – Flexible and customisable metrics
• Customer users – no need for JIRA licenses
• Real time Reporting – visual, real-time reports, customizable with JQL
• Automation – automate those repetative tasks
• JIRA Service Desk + Confluence Knowledge Base -> Self Service Desk
• Dev and IT, better together
• If your dev teams already use JIRA Software, connect IT tickets to their backlog for fast
issue resolution across teams
• Mobile usage – report requests by mobile
22. Asset Management
Insight
Enterprise Asset Management - Manage & control your assets in JIRA -
Automate asset updates - Powerful integrations and open API’s
• Manage your assets with great visualizations
Respond faster and make better decisions - Increase governance and
reduce operational risk - Improve asset utilization with proactive asset
management
• Access Insight assets from the custom field
The Insight custom field gives you access to the asset structure in
Insight. Drill down the object types to find the object that you want to
associate your JIRA issue to.
• Beautiful integration with JIRA Service Desk
The asset catalogue should be a natural part of the Service Desk
functionality in JIRA! Integrate Insight with JIRA Service Desk to enable
asset selection in the customer portal.
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23. This is not about tools.
This is about methods and way of
work.
And how you implement those methods
to your tools!
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