According to Forrester, 72% of customers prefer to self-serve to answer their questions. Christophe Capel will demonstrate 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.

1. CHRISTOPHE CAPEL
The ‘Do It Yourself’ Service Desk

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

5. Contract review requests
+200%

11. Creating a self-service desk

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

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

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

15. Lego Explorer by JonoTakesPhotos

16. Find the “low hanging” service requests
Risk
Impact

17. Find the “low hanging” service requests
Risk
Impact
Focus legal
resources here

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

19. Self service by Mark Skipper

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

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

27. Matthew Rasmussen, Atlassian’s Legal

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

39. Results

41. Other examples
ATLASSIAN FOUNDATION TEAM
ATLASSIAN TALENT TEAM

42. Melissa Beaumont Lee, Atlassian’s Foundation

45. – Melissa Beaumont Lee, Atlassian’s Foundation
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.
“
”

46. Juliette Amitai, Atlassian’s Talent

51. – Juliette Amitai, Atlassian’s Talent
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!
“
”

53. THANK YOU