Today's IT is changing.
IT support organizations are experiencing a dramatic shift in the way technologies are developed, deployed and consumed, transforming the way business and software teams operate.
Are you plugged in?
5. Challenges
Facing IT
concerned about delivering value to their
organization
86%
IT
80%
of an IT department’s budget is used in
Keeping the Lights On (KTLO)
Source: HDI, “Service Management, Not Just for ITAnymore”, 2014
Source: Gartner, “Eight of Ten Dollars Enterprises Spend on IT is “Dead Money”, 2015
6. IT team
6
“30% of organizations have moved ticket resolution closer to
the service desk, reducing escalations when possible”
“67% wanted to provide a better customer experience.”*
* Top reason why organizations are changing Service Desks
Source: HDI, “Service Management, Not Just for ITAnymore”, 2014
There is a growing demand for quality service between users and IT.
2014 Service Management Study
IT's Challenge To Deliver Better Customer Experience
“91% of end-users say they prefer self-service”
7. IT and Dev
IT not aligned with dev
realizing the value of agile dev methods
Dev adopting agile
working in separate tools
Organizational Silos
IT and dev processes aren’t aligned
IT Dev
Sources: Puppet Labs, “2015 State of DevOps Reports”, 2015
W
A
L
L
8. Turning to
Innovation
75%
Global IT spending managed outside
the IT department
Two Speed IT
Traditional IT - speed of operations
Agile IT - speed of innovation
38%
of IT organizations will adopt bi-modal
(two speed IT) by 2017
Sources: Gartner, “CIOs Need Bimodal IT to Succeed in Digital Business”, 2014
Source: Avanade - “Attaining the Hidden ROI of Managed Services with Two Speed IT” 2015
IT
23. JIRA customers lead the way
40% of JIRA customers
were using JIRA for service desk, before we created JIRA Service Desk.
We want JIRA Service Desk!
24. Why IT teams love JIRA Service Desk
Simple self-service
ITIL workflows
Integrated knowledge?
Streamlined ticket management
Powerful SLAs and Reporting
Automation rules
Real-Time Collaboration
IT
25. Ease of access to all Service Desks
25
?
??
Make it easy
to find help!
35. Real-time service support automation
35
Choose pre-defined automation rules; or
Create custom rules to streamline processes
SLA due
Ticket status changes
System goes down
Email is received
Ticket is approved
Send reminder
Escalate ticket
Create a ticket
Change priority
Grant access
40. Big cool statistic
2,569Add-Ons in Marketplace
IT Service Desk Workflows
Incident Management
Problem Management
Change Management
Service Request
ITIL workflows
41. IT meets DevOps
In 2015 the percentage of IT teams adopting DevOps (agile) passed 60%
IT Dev
42. Source: Puppet Labs - https://puppetlabs.com/2015-devops-report, - 2015
High-performing IT teams leverage DevOps
- deploy code 30x more frequently than peers
- complete deployments 200x faster
- encounter 60% fewer failed deployments
- 168x faster mean time to recover (MTTR)
Why DevOps Matters
51. 51%
of organizations have adopted or are planning to
adopt IT service management outside of IT
IT services are evolving into business
services as the boundary between
technology and business blurs.
HR
MARKETINGLEGAL
FINANCE
52. Europe has the highest usage
of Finance as a service desk
Popular ways to get service outside of IT
Finance
HR is the most popular
use case of service outside
of IT across the world
Human Resources
40% of those who use service
outside of IT use it for HR
30% of those who use service
outside of IT use it for Finance
Most common
organization to adopt
service management
across all regions
Facilities
48% of those who use service
outside of IT use it for Facilities
Source: HDI, “Service Management, Not Just for ITAnymore”, 2014
2014 Service Management Study
61. An Industry Leader
COLUMN TITLE COLUMN TITLE COLUMN TITLE
Attribute Rank
Customer Service 1
Value For Money 1
Customer Support 1
Overall Satisfaction 1
http://www.theitsmreview.com/2015/06/sits15-results/
From ITSM Review team’s
survey of attendees at
UK’s leading Conference
for ITSM Professionals:
SITS15
65. Why JIRA Service Desk?
A New Approach To Service Management
Super simple to use
Focused on the end user and a request experience they will love
Affordable pricing
JSD pricing is a win for customers
Single platform for your IT and Dev Teams
Fully integrated with JIRA.
Flexibility IT and service teams love
Easily adapt JIRA Service Desk to any support process
66. Customer Story
‘The collaboration between dev and IT have
improved 2x since we implemented both JIRA and
JSD, meaning we're building better software.’
Michael Hall - Business Tools Team Lead
Bug triage in JIRA + JIRA Service Desk
70. Why ACA IT-Solutions
Our Approach To Atlassian Service Management
Licensing, Setup, Consultancy and Training
Reliable technical expert support for your Atlassian environment
Consultancy and setup for taking your Atlassian environment to the
next level
Health Check, Process and Tooling Consultancy and Workshops
Getting Started
Improve
Extend
Get Support