Browse IT
Filters
Inside Atlassian: the secret to legendary service
Back in 2001, our co-CEOs Mike and Scott started a global business from Australia with $10,000 on a credit card. They knew that nothing less than legendary service would be needed to be successful. Service, both external and internal, is part of Atlassian’s DNA. Check out our ebook to get practical tips from Mike on Atlassian’s service culture, a topic that is close to his heart.
Help desk vs. service desk: what’s the difference?
Does it matter if you use the term help desk, service desk, or ITSM to describe IT support? It does – as you might be underselling or overselling capabilities (either to yourself or others) including your IT support technology. Here’s a guide to looking at their differences and similarities.
Atlassian stands with Apple to support user data security
Atlassian provides products and services to companies and teams of all sizes, all around the world. Our customers’ trust in Atlassian is essential to our business, and we have to continually earn that trust by respecting their privacy and securely maintaining their data. This is exactly why we are proud to join Airbnb, Automattic, CloudFlare, eBay, GitHub, Kickstarter, LinkedIn, Mapbox, Medium, Meetup, Reddit, Square, Squarespace, Twilio, Twitter, and Wickr as Amici Curiae on a brief supporting Apple and opposing the FBI’s request for any sort of backdoor to make it easier to access customers’ iPhones and get access to their data.
Getting started with Jira Service Desk’s employee self-service and customer satisfaction reports
The right metrics aren’t just a “nice to have” – they’re a “must have.” Now, you can measure both employee self-service and customer satisfaction. By providing an easy and fast way for customers to get answers – like taking advantage of a knowledge base – customers are happier and agents are more productive. If you deliver a better self-service experience, you’ll likely see your customer satisfaction (CSAT) scores improve. Over time, your IT team will benefit from seeing these improvements, which in turn will improve team productivity. (Not to mention job satisfaction.)
Why agile isn’t agile without continuous delivery
Continuous delivery is both part of the agile recipe and a great revealer of inefficiencies. Moreover, in order to reap the benefits of agile, you need to be agile through all phases of the software development lifecycle. Iterative planning and development don’t count for much if your user stories and bug fixes languish in a repository for weeks on end before stakeholders and customers ever get a look at them.
How Hipchat and Statuspage help companies manage incidents
?! There’s a hiccup with your service. You jump into incident-management mode. Your users, who are already tweeting and sending support tickets, need to know what’s up. Your team needs to come together to diagnose and fix the issue – FAST. This is the story of two Hipchat customers, and how they use our integration with Statuspage to manage incidents.
Inside Atlassian: how our site reliability engineers do incident management
“Ohhhhh $#!τ. We broke Confluence.” In one of our first Confluence Cloud releases in 2016, we broke our users’ ability to edit pages. As the head of Atlassian’s site reliability engineering group, this kind of thing falls right into my wheelhouse. In this post, I’ll walk you through how we responded to the situation to get Confluence working again. I’ll give an insider’s view of our incident management process, as well as how we’ve configured Atlassian tools to support this work.
Inside Atlassian: how IT & SRE use ChatOps to run incident management
Any team that slings code for a living deals with service issues. They know all too well the hated red alert… the dreaded text in the middle of the night… the loathsome ping from a coworker telling them that $#!π just hit the fan. But what separates good services from great services is the ability to recover swiftly with minimal affect on users. And a big factor in swift recovery is ChatOps.
Separating the signal from the noise: how Atlassian does proactive support
I’m part of a team called Service Enablement, which is a special project group within the broader support team at Atlassian. We work closely with the support, engineering, product, and design teams to ensure that we provide a feedback loop between customers and the product. Most importantly, we try to prevent major incidents from happening before they happen – because we care about you as customers, and we want you to be customers for life.
Introducing smart graph: machine learning in action
Teams like HR, facilities, legal and even marketing adopt service desk portals to handle requests from their internal customers, and soon there are service desks for practically every team. But this viral spread of service desks within a company can make finding the right service desk sometimes challenging – let alone figuring out which request type matches the problem you’re trying to solve. So we used machine learning to make Jira Service Desk’s search a whole lot smarter.
5 Hipchat tips to help you get more done and have more fun
Last year, we introduced tons of new features that make Hipchat even slicker, smoother, and more fun to use. Up your Hipchat game with these 5 new tips and tricks, making you the pro we always knew you were. If you like these, you’ll also dig our tips and tricks for power users.
What is ChatOps? A guide to its evolution, adoption, and significance
The most innovative teams of the last 15 years, have devised a new way of collaborating. Driven by the demands of running global services built for billions of users, software and IT teams evolved from email to chat… and then, to ChatOps.
How Jira Service Desk approaches ITSM
Despite ITIL’s status as the gospel of IT, traditional ITSM (IT Service Management) tools supporting traditional ITIL leave many IT organizations frustrated. Keeping it old school works in a lot of areas, but IT isn’t one of them.
Three resolutions for better agile ceremonies
No matter where you fall on the scale from zero to agile, by mastering the basics of agile development, you and your team can make awesome software. So in the light of the new year and bettering oneself, I propose three resolutions for your team – each one focused on an agile ceremony.
Sleighs and SLAs: how Jira Service Desk keeps Santa on schedule
Despite what you’ve seen in the movies, Santa Claus isn’t a one-man show – it’s a network. SCL is a worldwide operation of over 5,000 elves, reindeer, and a team of Santa decoys, all working together, along with CTO Mrs. Claus keeping everything running as smooth as red velvet Santa slacks. In fact, Mrs. Claus says her team loves Jira Service Desk’s built-in SLA (Service Level Agreement) management because it helps prioritize last-minute tasks. And real-time reports help her see issue resolution while providing crucial Christmas Eve preparation updates.