The document discusses how Atlassian's Service Enablement team works to help the Support and Development teams prepare for software releases. It ensures a frictionless experience for customers by understanding issues customers may face with releases and guiding Product teams. It prepares Support teams by providing insights from customer tickets, ensuring readiness through training and documentation. The Service Enablement team has grown over time and now consists of several squads and engineers focused on analytics, communication and working with Support and Product Management.

1. MATT SAXBY
SERVICE ENABLEMENT TEAM LEAD
@MATTHEW_SAXBY
How Atlassian Support and
Development Team Up to Release
Software
BEN MAGRO
SERVICE ENABLEMENT TEAM LEAD
@MAGRO

2. STORY

3. What is this screen?

4. What is the difference

5. OAuth vs Trusted Apps

6. Does this mean it’s working

7. Tickets
100
Jan 2013
Tickets
334
Mar 2016
Tickets
205
Sep 2016

8. Title
Subtitle

9. Simplified design
Clear status

10. Built in diagnostics

11. NAME • TITLE • COMPANY • @TWITTERHANDLE
Title
Subtitle

12. Ben
Magro
@MAGRO
Matt
Saxby
@MATTHEW_SAXBY

13. HOW TO GET STARTED
GUIDING PRODUCT TEAMS
PREPARING SUPPORT TEAMS
OUR TEAM

14. HOW TO GET STARTED
GUIDING PRODUCT TEAMS
PREPARING SUPPORT TEAMS
OUR TEAM

15. 1515
SERVICE ENABLEMENT EXISTS TO
Create a frictionless product experience for our
customers

16. DEVELOPMENT
CUSTOMERS
SUPPORT
PRODUCT

17. 8SUPPORT CENTERS
335SUPPORT STAFF
60,900CUSTOMERS

18. DEVELOPMENT
CUSTOMERS
SUPPORT
PRODUCT

19. Support teams
are dissatisfied
73%

20. DEVELOPMENT
CUSTOMERS
SUPPORT
PRODUCT

21. DEVELOPMENT
SUPPORT
Insights
Readiness
SERVICE
ENABLEMENT

22. Support teams
report being unprepared for
releases
99%

23. Only
of teams have formal process
23%

24. HOW TO GET STARTED
GUIDING PRODUCT TEAMS
PREPARING SUPPORT TEAMS
OUR TEAM

25. TrainingToolsJIRA 7.0
Deep dive into a
specific case study
Run through some of
the specific tools we
use
Look at how we
approach training
Preparing Support Teams
bit.ly/atlas_set

26. Case
Study
bit.ly/atlas_set

27. JIRA 7.0
Information
Hub
bit.ly/atlas_set

28. Manage increase
in support tickets
35%
bit.ly/atlas_set

29. bit.ly/atlas_set

30. bit.ly/atlas_set

31. bit.ly/atlas_set

32. Find a
Similar
Release
7.0
bit.ly/atlas_set

33. 3456 2 1
6.4
Release Dateprevious average of 300pw
Comparison Average
bit.ly/atlas_set

34. 3456 2 1
7.0
Release Datecurrent average of 500pw
Current Average
bit.ly/atlas_set

35. 321 64 5
Previous
Release Date
+10% +17% +27% +12% +10% +4%
Release Affect
bit.ly/atlas_set

36. 321 64 5
Current
Release Date
550 585 635 560 550 520
Release Affect
bit.ly/atlas_set

37. bit.ly/atlas_set

38. bit.ly/atlas_set

39. bit.ly/atlas_set

40. Managing
Communication

41. bit.ly/atlas_set

42. APACAMER EMEA
Communication Leader

43. Making updates to
documentation
Responsibility
Single point of
contact
Creating new
knowledge
bit.ly/atlas_set

44. Training

45. Release
Documentation
Support & Engineering
Catchups
Training

46. Engineering
Latest Features
Support

47. Happy Customer

49. Release
Documentation
Support & Engineering
Catchups
Training

50. How do I turn it off?
How does it work?
What is it?
Release
Documentation
bit.ly/atlas_set

51. What are the known
issues or limitations?
How can this feature
be debugged?
Where is the data
stored?
Release
Documentation
bit.ly/atlas_set

52. HOW TO GET STARTED
GUIDING PRODUCT TEAMS
PREPARING SUPPORT TEAMS
OUR TEAM

53. PreventingRepairing
Fixing existing
customer pain
Guiding Product Teams
Preventing customer
pain in the future

54. Why does Confluence
Search suck!
My instance
stopped working
Why so expensive
:)
I love
JIRA

55. SUPPORT
PRODUCT
MANAGEMENT
Don’t have detailed
understanding of the
channel
Don’t have the time Single customer bias
Lack of understanding
of dev team priorities

56. SUPPORT
PRODUCT
MANAGEMENT
Don’t have detailed
understanding of the
channel
Don’t have the time Single customer bias
Lack of understanding
of dev team priorities
SERVICE
ENABLEMENT
Understand the channel
See broader trends
Understand
development roadmaps

57. Using JIRA Components

58. Page - EditorPage - Attachments Space - Export
Macros Tables …
SUPPORT

62. PreventingRepairing
Fixing existing
customer pain
Guiding Product Teams
Preventing customer
pain in the future

63. Performance
Complexity

64. Pipelines

65. DEVELOPMENT
CUSTOMERS
SUPPORT
PRODUCT

66. DEVELOPMENT
CUSTOMERS
PRODUCT
“We need to make sure we understand
well the issues that our customers will be
facing, we're in early stages now and
there's a lot to learn for us. Supporting
customers is a great way to accelerate
that learning”
Sten Pittet - Pipelines PM

67. • Big cool statistic
• 2,56
9
• Add-Ons in Marketplace
HOW TO GET STARTED
GUIDING PRODUCT TEAMS
PREPARING SUPPORT TEAMS
OUR TEAM

68. PM or BA skillset
Existing manager
2012
Three engineers

69. One developer
Seven engineers
Introduced head of
2015

70. Dedicated analytics
Four squads
Twelve engineers
2016

73. MATT SAXBY
SERVICE ENABLEMENT TEAM LEAD
@MATTHEW_SAXBY
How Atlassian Support and
Development Team Up to Release
Software
BEN MAGRO
SERVICE ENABLEMENT TEAM LEAD
@MAGRO

74. Service Enablement is not a
luxury. It is an investment in
your customers.

75. Questions