How to choose the right DevOps tools
Let’s be straight: no tool in the world will magically make you DevOps (or agile, or lean, or capable of continuous delivery…) DevOps champions collaboration and communication between development and operations teams, so it’s more of a cultural shift than a magic recipe. However, there are tools and technologies that support automation and collaboration between […]
How alert correlation helps Dev and Ops work better together
This is a guest post written by Tiffany Cantle, Senior Marketing Manager at BigPanda. We all need to move fast in order to stay competitive. But the faster things move, the faster things break. While many companies have made great strides towards automating application release and infrastructure management, automation for service assurance has been sorely […]
5 surprising insights about DevOps and tech support
Tech support is a powerful, multifaceted hub: it can fix or improve products, reduce future customer requests and boost customer satisfaction. But is this feedback actually making its way back to product development? We set out on a mission to see if tech support and development teams were collaborating. To kick it off, we commissioned a never-been-done-before study with HDI, the largest association for technical support professionals, boasting 150,000 members. Here are five findings that might surprise you.
How to become a high-performing IT support team with DevOps
High-performing IT teams are embracing the DevOps revolution. And no wonder: a recent survey from HDI showed that the consumerization of technology is raising the bar in terms of what companies expect of their IT teams and the services they deliver. But what is DevOps all about, anyway?
Tearing down the walls between development and support
Anyone who works in support will agree: it feels like the dev team isn’t exactly on your side. One of the biggest frustrations in support is when a problem can’t be solved because the dev team is needed to fix a bug or create a new feature. Check out we broke down the departmental silos.
Bridging DevOps and ITIL
The IT world you know and love exists primarily today thanks to the bedrock of the IT community: ITIL – the IT Infrastructure Library. Initially published between 1989-1996, ITIL has grown to more than 30 volumes and is considered the bible of IT best practices. ITIL is the steadfast discipline in IT worldwide, with over two million people trained and certified. At its core, ITIL is a framework ensuring IT services align to business needs and helps manage service delivery from start to finish.
3 DevOps principles to apply to your IT team
DevOps is a movement that advocates a collaborative working relationship between Development and IT Operations, where historically they have been separated. Check out the three main DevOps principles (from The DevOps Cookbook) and how to apply them to your IT team.
Skyscanner’s tips for bug triage in Jira + Jira Service Desk
When something goes wrong, it’s nice to know that you can simply raise a ticket and see it fixed. For those of us doing the fixing, it’s not as easy as it looks. You’ve probably got a backlog of tickets that you need to sort through each day. Some of those tickets actually report a […]
Three simple ways to encourage bug reporting
When it comes to software, bugs are always a concern. A bug in the system can take an entire company down if it goes unnoticed. Staying on top of your system’s health is imperative. But, who hunts for bugs?
Infographic: why IT teams like chat
85% of the IT teams we surveyed use chat tools. That’s a lot of people. 85% out of a 100% is a better number than Presidential election results, or how many customers were satisfied with The Baconator. We wanted to dig deeper, we wanted to know why IT loves them some chat instead of email. So, we went directly to the IT community to find out. We talked to agents, managers, and directors and asked them about how chat makes their work life awesome. Check out what they said.
The IT team: saving the world, one computer at a time
When something’s not working, who are you gonna call? The IT team, that’s who. They’re the superstars who fix with a click, or know what’s wrong before you fill out a ticket. But can they handle a major problem? The demo server has crashed. There’s only two minutes until the client demo. Can the IT team save the day? Watch the latest video from Hipchat and Jira Service Desk and find out!
Shiny, new, and groovy: Introducing the Jira Service Desk and Hipchat integration
The newest Hipchat integration has arrived: Jira Service Desk. No longer will you have to copy/paste support tickets into emails, chatrooms, and various communication tools. This is the end of email-based teamwork (goodbye, ‘reply-all’). We at Atlassian aim to unleash the power of teamwork- that’s why this new integration lets you go from ticket to chatroom in one click, and loop in your team for help.
IT Panel: The Secret to Fast, Agile IT Service Recap
It’s been said that agility comes with awareness. When it comes to IT support, it means acting rapidly when necessary. An agile IT team is flexible. They can anticipate or quickly adapt to changing situations and improvise when faced with obstacles. When urgent issues come in, they need fast answers. Often, managers aren’t notified right away, resulting in lost time. Other times, domain experts need to get involved and aren’t quickly reachable. Beyond just critical tickets, IT managers have a hard time leaving the office because doing so means going blind to support activity.
Hipchat for IT gives your team support kung fu
IT support martial artists know, to be masters you’ve gotta have the right moves. In the latest article from The Help Desk (a resource for IT teams), we talk about how the real-time communication of Hipchat does just that, it gives you the missing 2 in the 1-2 combo you need for proper support kung fu. […]
Like hoodies and startups, software development and IT support are better together
Like hoodies and startups, peanut butter and jelly, cats and laptops, sriracha and everything, software development and IT support are better together. Incidents, feature requests, and bugs in the form of support tickets often need to be escalated to development. When developers prefer working in Jira, and IT teams are in other systems, linking support tickets […]