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we listen to our customers
Dan Chuparkoff • JIRA Product Marketing • @chuparkoff
How many of you are using JIRA?


Has anyone tried JIRA Service Desk?


Is anyone using ‘regular JIRA’ for Service?
38%
use JIRA
for service desk
38% of @JIRA customers use JIRA for their #ServiceDesk
Request
Interface

Powerful
Agent Engine

two ends of the spectrum
Introducing
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Meet Ryan
He needs the IT team’s help...
The next gen IT Service Desk with JIRA Service Desk 1.0
I need some
new software!

Procurement
request

Ryan

IT Team
System access

Purchase Request

Purchase Request

Problem r ep or t
JIRA Service Desk makes this possible!

I’m at #Jira #atlassian #Roadshow #ServiceDesk Presentation!
Customercentric
language!
Simplified
Interface!
The next gen IT Service Desk with JIRA Service Desk 1.0
Intuitive Interface

1

Natural-language requests

2

Simplified request interface

3

Self-service knowledge base

Turn your #SERVICEDESK into a self-service desk with @JIRA #serviced
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Bestpractice
Te a m
Queues!
The next gen IT Service Desk with JIRA Service Desk 1.0
New Issue,
2nd 
on the list
The next gen IT Service Desk with JIRA Service Desk 1.0
Custom Team Queues

1

One place for your team to go

2

Automatically triaged & prioritized

3

JIRA Query Language (JQL)

Automate triage and prioritization of requests with @JIRA #SERVICED
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
The next gen IT Service Desk with JIRA Service Desk 1.0
Integrated SLA Visibility

0:23
Integrated SLA Visibility

0:23
TIME REMAINING
Integrated SLA Visibility

0:23
TIMER ON
Integrated SLA Visibility

0:23
T I M E R PA U S E D
Integrated SLA Visibility

1:05
0:23
MORE THAN 1 HOUR REMAINING
Integrated SLA Visibility

0:45
LESS THAN 1 HOUR REMAINING
Integrated SLA Visibility

0:29
LESS THAN 30 MINUTES REMAINING
Integrated SLA Visibility

-0:01
0:29
I S S U E S T I L L O P E N - FA I L E D S L A
Integrated SLA Visibility

-0:35
-0:01
I S S U E R E S O LV E D - FA I L E D S L A
Integrated SLA Visibility

-0:35
0:42
I S S U E R E S O LV E D - S L A M E T

@JIRA #SERVICEDESK #SLAs kick-ass!
0:42
The next gen IT Service Desk with JIRA Service Desk 1.0
Advanced SLA Configuration

JQL:
Priority = Blocker
Advanced SLA Configuration

JQL:
Priority = Major
Advanced SLA Configuration

JQL:
Reporter in group(“bosses”)
Advanced SLA Configuration
The next gen IT Service Desk with JIRA Service Desk 1.0
Powerful SLAs

1

Powerful SLA engine

2

Integrated SLA visibility

3

Supports advanced SLA rules
SLAs in @JIRA #SERVICEDESK are powerful and visible everywhere
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
The next gen IT Service Desk with JIRA Service Desk 1.0
The next gen IT Service Desk with JIRA Service Desk 1.0
The next gen IT Service Desk with JIRA Service Desk 1.0
The next gen IT Service Desk with JIRA Service Desk 1.0
“

We’ve rolled out JIRA Service Desk in production to
over 1,500 users. It was ridiculously easy - and the

”

SLA metrics were eye opening.

AARON JONES, GOOD.COM

Say “Hi” to Aaron at @i_b_aj he is a real nice guy
Real-time Reporting

1

Great reports out of the box

2

Easily create new reports with JQL

3

Retroactively applied against your data
With @JIRA #SERVICEDESK, retroactively apply SLAs & review real-time
reports
Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting
plus years of

evolution
@JIRA #SERVICEDESK leverage all existing @JIRA customizations and
workflows
Fields
Workflows
Notifications
People
Permissions
Marketplace
ATLASSIAN.COM/SERVICEDESK
Questions?

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