According to Forrester, 72% of customers prefer to self-serve to answer their questions. In this presentation, Christophe demonstrates how Atlassian’s IT team built a self-service desk for its legal team to maximize its efficiency and add more value to the business. Atlassian’s self-service desk enabled it to cope with a two-fold increase in service requests by automating business processes and workflows, creating a self-service catalog to reduce the team’s workload, and prioritizing high-impact requests and issues. JIRA Service Desk is a modern and flexible service desk experience that streamlines customer requests, and boosts your IT team’s efficiency, taking your service desk to a whole new level. JIRA Service Desk is available now for a free 30-day trial, OnDemand or download at https://www.atlassian.com/servicedesk To watch the webinar, go to http://blogs.atlassian.com/2014/06/diy-service-desk-webinar/

1. CHRISTOPHE CAPEL • SENIOR PRODUCT MARKETING MANAGER • ATLASSIAN • @CHRISTOPHECAPEL
The “Do It Yourself”
service desk

3. Contract review requests
+200%

5. Internal customers growth
+300%

8. Introducing the Legal Express Lane

9. 72% of customers prefer to self-
serve to answer their questions
Self-serv honey stand in Haw Creek, Asheville by Selena N. B. H.

10. Creating a self-service desk

11. 1. Track the process
Creating a self-service desk

12. 1. Track the process
2. Find the "low hanging” service requests
Creating a self-service desk

13. 1. Track the process
2. Find the "low hanging” service requests
3. Enable self-service
Creating a self-service desk

14. 1) Track the process
Lego Explorer by JonoTakesPhotos

15. 2) Find the “low hanging” service requests
Risk
Impact

16. 2) Find the “low hanging” service requests
Focus legal resources here
Risk
Impact

17. 2) Find the “low hanging” service requests
Focus legal resources here
Legal Express Lane
Risk
Impact

18. Self service by Mark Skipper

19. I need a kick-a$$ idea for our
next JIRA Service Desk
marketing campaign!
– Christophe Capel, JIRA Service Desk Marketing
”
“

20. You mean, you need a
Chuck Norris idea, right?
”
“

22. go/legal

27. Matthew Rasmussen, Atlassian’s Legal

35. Last quarter, thanks to the Legal
Express Lane, 43% of the contract
submissions required no material
legal review.
– Matthew Rasmussen, Atlassian’s Legal”
“

37. Results

39. • Atlassian Foundation!
• Atlassian Talent
Other examples

40. Melissa Beaumont Lee, Atlassian’s Foundation

43. Thanks to our Foundation service
desk the Manila team was able to
fundraise for the typhoon victims
while I was away and I didn't have
to manually manage the process.
– Melissa Beaumont Lee, Atlassian’s Foundation
”
“

44. Juliette Amitai, Atlassian’s Talent

50. Saying thanks to fellow co-workers
is now taking half the time it used
to. Now it takes less than 2
minutes with simple steps and drop
down menus, making everyone’s
life a whole lot easier!
– Juliette Amitai, Atlassian’s Talent
”
“

52. Thank you!