MARLON PALHA | CO-LEADER AUG NYC | SEPTEMBER 2018
Atlassian Summit 2018: Recap

Agenda
Community Updates
Product Updates
Recommended Talks
Input from others

ATLASSIAN SUMMIT IN SHORT

Community Updates

68
21
AUG Leaders & Community Champions
Countries

Online Groups Launching
• Available under community.atlassian.com
• Community spaces for members to connect
outside of in-person events
• Ask questions, share presentations, engage
with broader audience

Online Groups Launching
• Looking for moderators/admins/writers
• Interested? Contact us

Agenda
Product Updates
Community Updates
Recommended Talks
Input from others

• OpsGenie and Jira Ops
• Jira and Confluence Cloud user limit up to 5k
• Jira Server Native Mobile App (coming soon)
• Price increases
• Jira Server (and DC) 8.0 - coming in late 2018
• Confluence Server will have improved search
• Server Updates
• Cloud Updates
• Data Center Updates
My main takeaways

OpsGenie and
Jira Ops

MONITORING TOOLS ALERTS
Routing rules
Escalations
On Call

Jira Ops
• Incident Command Center to handle:
• Alert and escalate to others
• Real-time chat
• Incident communication
• Customer service
• Postmortem and tracking post-incident tasks

Jira Ops
• Cloud only
• Free until early 2019
• Atlassian incident handbook
• See 2 min product demo

Atlassian Cloud
Jira and Confluence
user limit up to 5,000
now (EAP)

Jira Server Native
Mobile App (coming
soon)

Sign up to get notified
Available soon for
Android and iOS!
https://
www.atlassian.com/
software/jira/mobile-app/
server

Price increases!

Price increases
• Effective Oct 12, 2018
• Server - 25% <= 500; 15% > 500
• Cloud - 10% > 100
• Data Center - upgrade credit eliminated for
Jira at 500
• Several renewal options at current prices

Price increases
• https://www.atlassian.com/licensing/server/
pricing-change
• https://www.atlassian.com/licensing/cloud/
future-pricing

Jira 8.0 coming

Jira 8.0
• Coming late 2018
• More stable and faster esp. boards
• Custom email notification settings
• Batch email notifications
• Shared filters and dashboards (multiple editors)

Confluence Server
Search revamp

EDITING FILE ATTACHMENTS

Server updates

Server updates
• JSD - automated approvals; customize portals (soon)
• Jira - custom fields optimizer; shared filters/dashboards;
customize email notifications (soon)
• Bitbucket - new diagnostic tool for system health
• Crowd - Delegate management of groups (soon)

Cloud updates

Cloud updates
• Performance increase - Jira 25%; Confluence 20%
• Data Centers - new locations (Ireland &Sydney)
• Access - Okta & MS AD (now incl. Trello)
• Security/Privacy - GDPR, Soc 2 Type II, ISO (3 types)
• Confluence - Slack integration; new editor
• Bitbucket - rebuilding pull requests for code reviews
• JSD - redesigned focusing on knowledge, mobile
• Jira - Bento UI; agility templates for user projects

Bento UI

Bento UI

Confluence
Editor

Confluence
Editor

Data Center updates

Data Center updates
• Project archiving - remove projects in 2 clicks
• Performance increase - Jira up to 25% after archiving;
Confluence 30% decrease in server operations time
• Data Center Approved Apps - worked with vendors to
ensure stability and performance
• Confluence - read-only mode
• Bitbucket Data Center migration tool - import from
multiple Server to one DC (soon)

Agenda
Input from Others
Community Updates
Recommended Talks
Product Updates

• OpsGenie and Jira Ops
• Jira and Confluence Cloud user limit up to 5k
• Jira Server Native Mobile App (coming soon)
• Price increases
• Jira Server (and DC) 8.0 - coming in late 2018
• Confluence Server will have improved search
• Server Updates
• Cloud Updates
• Data Center Updates
My main takeaways

Agenda
Recommended Talks
Community Updates
Product Updates
Input from others

• Dream Teams - Shane Snow
• Ship It Live - Dom Price
• The User’s Community - Fabian Lopez
• Goal setting with OKRs - Otto Ruettinger
• Why you’re failing your remote workers - Vincent Kok
• Anatomy of Distributed Team - Marat Kiniabulatov
• 7 secrets for leading a team remotely - Josh Devenny
• Bridging cross functional teams - Ben Mackie
• How Open Work is Changing Team
Talks I enjoyed
• SotU’s Server/Data Center/Cloud

MARLON PALHA | CO-LEADER AUG NYC | SEPTEMBER 2018
Thank you!

Improve your IT Service
Management with
Atlassian Software
NYC Atlassian User Group

Steven Meadows
Atlassian Technical Consultant
2

3

Objectives
Introduce some of the core concepts of IT Service
Management and Atlassian’s approach.
Help you better deal with incidents and service
requests using the Atlassian stack.
Explore some add-ons that can extend your ITSM
solution.
4

Agenda
Atlassian Approach to IT Service Management
Incident Management
Service Management
Extending Jira Service Desk
5

Atlassian Approach to ITSM
IT Team
Tasks
Problem
Service
Request
Incident Change
Comms
Collaboration Knowledge
Docs
Service
6

Adapt to evolving ITSM needs
Service Desk
Service
Request
Incident Problem Change
Application support team
project 2
Developers
Workplace support team
project 1
Users
7

Lean approach to adopting ITIL
ITIL Certified
Incident Management
Problem Management
Change Management
Service Request Management
8

Agenda
Atlassian Approach to IT Service Management
Incident Management
Service Management
Extending Jira Service Desk
9

Incident management
email conferencing CRMdata storage payroll purchasing
IT SERVICES
website
Alert
StatusPage Jira Service Desk Hipchat Jira Software Confluence
10

Incident response priorities
Respond effectively
Recover fast and define
accountability
Communicate
clearly
Be open and minimize
distractions
Collaborate
effectively
Solve issues faster with
team
Improve
continuously
Learn and stay objective
Incident
11

Incident MTTR
Mean Time to Resolution (MTTR) websitewebsite
Mean Time to Diagnose (MTTD)
70% of time
70% time consumed in this phaseIdentify & Communicate Investigate & Diagnosis Resolve & Recover Closure
Alert
?
?
?
!
Incident
12

Identify & communicate
service outage
Identify & Communicate
IncidentWebsite Service
Outage
Alerts
Incident
13

StatusPage
Builds trust Cuts support costs Always up
14

| Private
Incident
15

| Private
Incident
16

Automation Rules
Automation of repetitive
tasks to save time and
streamline IT support
Classify urgent issues to
increase IT team awareness
Incident
17

Runbook KB articles are
automatically associated with
the incident, so agents can
quickly start troubleshooting
Easy access to knowledge base articles for Agents
Incident
18

IT documentation
Manage and collaborate
around critical IT
documentation
Define Runbook incident
troubleshooting guides to
help IT staff quickly
respond to major outages
KB articles for users and
IT staff
Incident
19

Investigate & Diagnose
SLA
Investigating incidentsIncident
What changed?
Recent release? HipChat
Incident Room
Incident
20

Powerful SLAs for proactive support
Ensures important
issues are sorted to the
top queue
Keeps support focused
on what matters
Incident
21

ChatOps
Places tools in the
middle of
conversation
Leverages team
knowledge
Collaborate in
real-time
Lower incident
MTTR
Incident
22

Incident swarming
Incident
ChatOps
23

Incident
24

Incident
Change Requests
Resolve & Recover Closure
Actions!
Confluence PIR
Software backlog
Resolving incidentsIncident
25

Incident resolution
Easily resolve incidents while
capturing important information
for future reporting
Link the incident to software bugs or
change requests
Use automation rules
to keep linked issues
updated
Incident
26

of incident reviews are
forgotten
70%
Incident
27

Post incident reviews
Capture critical insights to
document what went wrong
and shared lessons learned
Standardize the PIR process
to improve service quality
Incidet
Incident
28

Incident Management
Atlassian places IT teams on the fastest path to incident resolution
Lower incident
MTTR
Provide IT teams with the tools
they need to minimize service
outage time
Communicate
clearly
Improve customer communication
during service disruptions
Improve
collaboration
Breakdown barriers and solve
incidents faster with connected
teams
Share and learn
Learn from major incidents and share
those insights with IT and Dev teams to
improve service quality
Incident
29

Agenda
Atlassian Approach to IT Service Management
Incident Management
Service Management
Extending Jira Service Desk
30

Service request
management
password reset
new MacBook Pro
account setup
how can I?
email help!
email alias change
VPN assistance
where do I find?
website down!
31

Service request priorities
Think ‘customer first’
Focus on what customers
need the most from service
request catalogue
Focus on popular requests
Build from there based on usage and
feedback
Integrated knowledge
Give users easy access to
knowledge base articles
Service
Request
32

Access entire service desk from
a single search portal
Easily find popular service desks
or recent requests
Central portal for service desk
Service
Request
33

Create the request for yourself or on
behalf of another user
Easily include approvals
Simple to understand and complete
Customer portal
Service
Request
34

Service request fulfillment: IT agents get work done faster
Collaborate with team members
Access KB articles to share with
customers or assist agents
Service request details and SLAs
Service
Request
35

Service request catalog administration
Measure the effectiveness of KB articles
Easily create and manage a service
catalog with JIRA Service Desk Request
Types
Implement automation rules to improve
service request response
Configure SLAs that keep IT teams
focused on delivering top quality self-
service
Service
Request
36

Simple self-service
Make it easy to ask for help and
find answers
Answers are a search away
Find answers while deflecting
support tickets to reduce the IT
teams workload
Streamline request fulfillment
Give IT teams the tools they need to fulfill
requests
Service catalog made easy
Easily manage and deliver value to your
entire organization
Service Request Management
Atlassian enables IT teams to deliver amazing service
? Search
Service
Request
37

Building the new shape of ITSM
38

Agenda
Atlassian Approach to IT Service Management
Incident Management
Service Management
Extending Jira Service Desk
39

• Synchronize parent and sub-tasks
• Comment on related issues on resolve
• Add sub-tasks on issue creation
• Auto-assign issues
• Re-open issue on customer comment
• Automate creation from monitoring
• Monthly recurring tasks
• Automatically respond to known errors
• Send SMS for high priority issues
• Identify SLA breaches and react
Automation for Jira
41

42

Extension for Jira Service
Desk
43

Jira Ops?
44

Thank you!
Questions?
45

Resources
https://www.atlassian.com/it-unplugged/itsm (ITSM videos and tutorials
by Atlassian)
https://marketplace.atlassian.com/apps/1212161/extension-for-jira-
service-desk?hosting=server&tab=overview (Extension for Jira Service
Desk)
https://marketplace.atlassian.com/apps/1215460/automation-for-
jira?hosting=cloud&tab=overview (Automation for Jira)
https://www.atlassian.com/software/jira/ops (Jira Ops)
46