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10 tips for creating a knowledge-powered IT service culture
The dos and don’ts of successful knowledge management.
4 ways to use knowledge management for ITIL processes
Jira Service Desk is excited to announce that agents can now view, search, and share knowledge base articles directly from an issue. By being able to discover and share knowledge easily, IT teams can streamline ITIL processes, including incident, change and problem management. Read out to find out how you can apply this new feature.
Finding the best add-ons for Jira Service Desk (and 3 favorites)
One outstanding feature of Jira Service Desk is its extensibility, through add-ons available in the Atlassian Marketplace. Once you know what you want out of an add-on, and do the right research, you can extend the power of your service desk almost indefinitely.
How the consumerization of service is changing ITSM and the service desk
As the business and technology landscapes change, so does that of corporate IT support. I hear a lot of talk about consumerization, customer experience, and enterprise service management in the context of the evolution of the IT service management (ITSM) and the service desk, but rarely are they mentioned in the same breath. They should be. Let me explain.
Three DevOps principles to streamline your operations team
In this blog post, we’ll walk you through the three underlying principles of DevOps created by entrepreneur and IT operations extraordinaire, Gene Kim. These principles describe the values and philosophies that frame the processes and practices from which all DevOps patterns are derived. We’ll also give you some helpful tips and show you a few add-ons from the Atlassian Marketplace to get the most out of these DevOps principles.
Prevention, self-service, and strategic laziness: the recipe for service desk success
Selecting the right tools and software to run your service desk is just part of what makes your customers and engineers successful. Creating a collaborative, self-service environment where people can develop and implement the most effective ways to solve complex challenges – be it from customers or internally – will result in a chamber of innovative teams tackling any issue and adapting to ever-changing business needs.
Protect our Git Repos, Stop Foxtrots Now!
First, what is a foxtrot merge? A foxtrot merge is a specific sequence of git commits. A particularly nefarious sequence. Out in the open, in lush open grasslands, the sequence looks like this: But foxtrots are rarely seen in the open. They hide up in the canopy, in-between the branches. I call them foxtrots because, […]
Atlassian, trust, and the Cloud Security Alliance
Atlassian Trust Center We have launched our new Trust @ Atlassian site to make it easier to find the information you need to trust Atlassian products and cloud services. We have Security at the heart of that trust relationship but also know that Quality, Availability, Privacy and Compliance are important. We have detailed information about our Security program, including […]
Three ways to use Jira Service Desk’s new approvals like a pro
Pop quiz! Name three things you’d rather do than set up approvals in your service desk tool. Get a root canal? Darn socks? Walk barefoot through the snow (uphill both ways)? If your toes are already getting frostbite just from thinking about it, I’ve got good news: Jira Service Desk now offers an easy […]
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.
Help desk vs. service desk vs. ITSM: what’s the difference? Part 2 of 2
In part 1 of this two-part series, I explained the difference between a help desk and a service desk. Thankfully, the difference between service desk and IT service management (ITSM) is easier to explain – especially when you start with ITSM. ITIL, the most commonly-adopted ITSM best practice framework, describes ITSM as: “The implementation and […]
Twitter’s 5 tips for a successful knowledge base
Twitter has grown rapidly over the last few years, adding employees, offices, and acquisitions as quickly as the next trending topic explodes and dies away. Growth and change internally puts a burden on the IT team to scale support, and they’ve done that with a robust knowledge base in Confluence. To get the scoop, I sat down with Twitter’s Manager of IT, Alex Stillings, and IT Support Engineer, Alex Hernandez.
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.
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.)