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Resolve incidents faster with Jira Service Desk & xMatters
Machine learning and automation can go a long way, but ultimately complex problems still need to be solved by people. In the IT world, this means getting the right person on the right problem — fast. In a cloud-first world where high performing IT and software teams deploy multiple times a day, mistakes can, and […]
Infographic: the new shape of modern IT teams
We recently conducted a survey of over 600 IT professionals across the United States to learn what makes modern IT professionals tick. We knew that IT teams come in all shapes and sizes but we wanted to dig deeper and understand what it means to be a modern IT team practicing ITSM. Modern IT teams […]
The Atlassian approach to IT Service Management (ITSM)
Every software company today is fundamentally becoming a service company. We live in a services first world and IT sits right at the center of this transformation. So let’s go on a journey from the transition to a services first world, to the challenges facing IT teams with legacy ITSM tools and finish up with […]
Customizable email notifications and more in Jira Service Desk server 3.3
Looking for Jira Service Desk Cloud? Click here to learn about these features available in cloud. Today, we’re excited to announce the release of Jira Service Desk server 3.3. The Jira Service Desk team has worked hard to deliver features you asked for as well as functionality we believe will make Jira Service Desk easier […]
How the Daily Telegraph’s IT team used Confluence to fuel tenfold growth
The Daily Telegraph is the UK’s #1 news brand. Through its newspapers, mobile apps, website, and magazines, the Telegraph reaches 2.1M viewers every day. Before using Confluence, The Telegraph was outsourcing IT services, and suffering from poor resolution times and lack of transparency. It didn’t have a living knowledge base or an effective collaboration solution […]
12 essential skills you need in a help desk job
Working at a help desk or in a support role is a great way to be tapped into the core of any business: customers and products. In a help desk job, you get to connect with customers, understand their experience with your company, and get to know the product inside and out. It takes a […]
AWS Quick Starts now available for Jira Service Desk Data Center
At Atlassian Summit 2016, we announced that Data Center customers can now deploy their Jira Software and Bitbucket Data Center instances to Amazon’s Web Services (AWS) in just a few minutes with AWS’s Quick Starts. We’re now excited to announce that Jira Service Desk has joined the family! With AWS’s Quick Starts – powered by […]
Jira Service Desk is ITIL certified
ITIL is the most widely-used service management framework in the world. It’s essential for organizations to align the assets and functions of IT to the overall business. As the de-facto standard for ITSM, ITIL places your organization on the path to deliver the best, customer-centric service management. And now, Jira Service Desk is ITIL certified […]
How to build an incident response plan
On October 21, 2016 at approximately 4am PST, the internet broke. Ok, ok we know the internet doesn’t “break.” But hundreds of important services powering our modern web infrastructure had outages – all stemming from a DDoS (Distributed Denial of Service) targeting Dyn, one of the largest DNS (Domain Name System) providers on the internet. […]
How productive, mature, and effective is your IT support team? Take our quiz and find out
Providing great IT support can sometimes feel like a long, uphill climb. You need to have a clear plan of action, make sure you have the right gear in place, and of course, be confident you’re leading your team in the right direction. To help you along in your support adventure, we’ve developed an interactive […]
Bringing trust to cybersecurity with the Vendor Security Alliance
In today’s interconnected world, we rely heavily on services provided by other companies in order to offer high quality products to our customers. This is even more pronounced in the cloud. Every company is responsible for carefully evaluating the vendors that it entrusts, and today must do its own evaluation to ensure those vendors have […]
5 ways small businesses can use help desk software
Businesses, no matter their size, run on technology. And that means that the continued availability of IT services is very important to business operations – from the employee, customer, and company perspective. But, what happens when technology (inevitably) fails? In larger organizations, an employee would contact the IT help desk to report an issue, and […]
Jira Service Desk 3.2 for Server: smarter, faster, simpler
Every day, we collect feedback from our 15,000 valued customers using Jira Service Desk to give great support. That’s why in the latest Jira Service Desk 3.2 Server release, we’ve focused on shipping improvements to the customer experience and agent productivity. These are two of the core missions of the product. In customer experience, we empower the […]
Getting more out of your Atlassian products
These days, many of us rely on teaching ourselves new skills. Whether it’s a Google search, YouTube videos, or word-of-mouth, we’re accustomed to figuring it out as we go. A lot of times, this works just fine, like if you’re learning how to change the battery on your car or how to perfectly poach an […]
Atlassian sys-admins offer 6 help desk success tips
Atlassian’s growing fast. New hires enter one of our offices daily, and it ain’t easy meeting the needs of all these new folks, and keeping offices across the globe connected with a click. We could never do what we do without our IT team. I decided to ask three of Atlassian’s brightest IT minds – Major Payne […]