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How to scale IT and get ahead of the growth curve
Scaling effectively means anticipating demand, not reacting to it. By planning your IT landscape for the future you can manage growing pains before they happen.
Dogged by downtime? Four experts weigh in
With Cyber Monday top of mind, we decided to ask some of our customers to share their tips, tricks, and rituals for preparing for planned high-traffic days.
Jira Service Desk asset management integrations for cloud are here
The job of the IT professional has become more difficult over the past decade. This is not necessarily due to the workload, but because of the dramatic shift we’ve seen in the way our organizations, employees, and customers are now operating in a software-powered world. The effect of this shift for IT professionals is essentially two-fold. First, these organizations now not only need to […]
Announcing Jira Ops + OpsGenie: powerful incident management
Downtime caused by outages is one of the biggest challenges faced by today’s IT/Ops teams. Here’s how we’re helping them tackle it head-on.
Top tips from great incident response teams
Learn how support, operations, and development teams like Mixpanel, Front, and Grand Rounds come together for great incident response.
Get your sheet together: how to create an incident communication plan
[cta]Downtime happens. While it can certainly be chaotic and stressful, if handled properly, it can also be a chance to build customer trust and loyalty. The way you respond to and communicate around incidents and downtime tells customers a lot about what you value. Therefore, it’s essential to show customers you value them by communicating early, often, […]
5 questions on the latest ITSM trends
[cta]Last month, Atlassian attended SITS 2018, The Service Desk and IT Show. We staffed a busy booth, demoing our software and learning about challenges facing the support managers, analysts, IT directors, and CTOs in attendance. Our own Principal Solutions Engineer, Paul Buffington, also spoke to an overflowing crowd about best practices for incident management. We sat down with Paul […]
Uniting technical and non-technical teams for better incident response
[cta]It takes a village to respond to and resolve incidents. But the teams involved in incident response often work in silos: SREs and devs are heads down fixing the problem, support is flooded with emails/tickets, and marketing/PR may be putting out fires on Twitter. Even if there’s some communication happening over chat or across desks, there’s […]
4 tips for getting started with knowledge management
There’s a way to re-write the script – here’s how.
Hipchat Data Center presents: 5 surprising ways enterprise teams are winning with ChatOps
There’s this rumor going around that ChatOps was the invention of start-ups. I don’t know about you, but I can think of several enterprise IT/Ops teams who started using chat to coordinate and troubleshoot over a decade ago. (Ok, back then we called it “instant messenger”. But still.) So I hope I don’t spoil the […]
We read 100 data breach notifications to make this guide (which we hope you’ll never need)
Nothing fills out the “worst-case scenario” column quite like a data breach. For the countless teams out there who work hard to protect their customers’ data, the idea of compromising that trust is a nightmare. Data breaches are on a lot of minds lately with the 2017 Equifax data breach, which exposed personal data from […]
How Samsung does lean ITIL® with Jira Service Desk
This is a guest blog written on behalf of Jack Harding, IT Consultant at Praecipio Consulting and Larry Brock, IT Chief of Staff at Samsung Austin R&D Center and Austin AUG Leader. Based on their presentation “The Power of Process: How Samsung Implemented ITIL” at Summit San Jose 2017. The IT team at Samsung’s Austin […]
A guide to introducing Statuspage to your customers (with a template)
People need to know where to go or what to look for in case problems arise. In the physical world, things like first aid kits and fire exits give us a sense of assurance that somebody was paying attention and dotting the i’s and crossing the t’s. So why should an app or website be […]
We filed 100 support tickets to find out how to send better customer service email auto-replies
Customer service emails have a way of being pretty terrible. As a company, if you don’t make a solid effort to build good systems around your email customer service, it’s going to be a drag. It got us thinking about how we do email support here at Statuspage. We’ve noticed a lot of great companies […]
Jira Service Desk Server 3.6 – Eliminate downtime, resolve issues faster, and stop guesstimating
[cta] Jira Service Desk Server 3.6 is here with collaborator comments, SLA improvements, and zero downtime upgrades. Allow collaborators to comment on existing requests via email so they’re resolved faster, stop guesstimating with improved readability of SLAs in the queue, and eliminate downtime (giving you your weekends back!) with zero downtime upgrades in Jira Service […]