Evolution of ITSM in an agile world

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The document discusses the evolution of IT service management (ITSM) practices towards a more agile, customer-centric model driven by trends like cloud services, digital transformation, and DevOps. It outlines challenges with traditional ITSM approaches and introduces Atlassian's people, process, tools framework for supporting agile IT teams. Key aspects of Atlassian's ITSM solution include Jira workflows and automation, a customizable customer portal, and over 700 apps to fit different team needs. The approach aims to provide visibility, empower teams, and focus on customer needs and business value as organizations' technology needs change.

Logiciels

Evolution of ITSM in an agile world
Atlassian’s approach to ITSM

Opportunity
Market trends - evolution of ITSM

Customer-
CentricIT
Changes in how IT
interacts with users
and customers
ITModernization
Changes in product
lifecycle management
Digital
Transformation
Changes how the
business interacts
with technology
Migrationto
CloudServices
Changes how IT builds,
deploys and manages
tools and services
MajorshiftsimpactingITteams

“ITteamsmuststartplanningforDevOps
in2017,orin2020youwillbeirrelevant.”
GeorgeSpalding,VP-PinkElephant

TRADITIONAL ITSM CHALLENGES
Difficult to adapt to the team
Lack of visibility across teams
Inability to drive innovation
No coordination with developers
Higher support costs

Positioning
Future of IT work - Atlassian’s approach to ITSM

People Technology
CONSIDERING THE THREE PILLARS FOR TEAMS
Process
Work ToolsCulture

ITIL & DEVOPS CONVERGENCE
ITIL v4 coming in 2019

ITSM THAT FITS THE TEAM & MISSION
Incident
Asset /CMDB
Problem
Service Request
Knowledge
Change
IT Team

CUSTOMER PORTAL DESIGNED AROUND SEARCH
Users simply search for what
they want to request or ask.
Recommend KB articles
based on search terms.
Recommended service request types
based on search terms.
Smart-Graph Search

STREAMLINED REQUEST FULFILLMENT FOR SUPPORT TEAMS
Improve support team Collaboration
Easy KB access for support agents
Service Request details and SLAs

STREAMLINE IT SUPPORT WITH AUTOMATION
SLAdue
Ticketstatuschanges
Systemgoesdown
Emailisreceived
Requestisapproved
LinkedJiraissueresolved
Send reminder
Escalate ticket
Create a ticket
Classify priority
Grant access
Set Incident Priority
Add comment to request
Transition issue

INCREASED VISIBILITY WITH AUTOMATION
IT support issue …. linked to software development backlog
Update Linked Issue Automation Rule

Empoweredteams
Organizationshaveaunifiedsolutionwhere 
teamscan collaborate&workbettertogetherwhile
givingend-to-endvisibility toITmanagement.
Customercentricity
Evaluatingwhatabusinessneeds,howagilethat
businessneedstobeandhowyouapplyLeanand
AgilethinkingtomodernizeITSM.
Value
Findapproachesthatworkbetterastheir 
businessesevolve,andensurethatevery
organizationalmovementtranslatestoenergy.
The Atlassian
Approach 
to ITSM

IT of yesterday IT of tomorrow
- modular & siloed
- heavy process / ITIL
- tiered support groups
- centralized support
- SLAs, reports, KPIs
- customization = dev
- integrations
- adaptable to the team
- lean & agile ways of working
- empowered teams
- decentralized ‘level z’ support
- delivering value
- low-code / no-code
- app marketplace
HOW CAN YOU LEAD CUSTOMERS TOWARD
THE FUTURE OF WORK FOR IT TEAMS?

Atlassian ITSM success stories
Sharing customer stories

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Evolution of ITSM in an agile world

1. Evolution of ITSM in an agile world Atlassian’s approach to ITSM

2. Opportunity Market trends - evolution of ITSM

3. Service First World

4. Customer- CentricIT Changes in how IT interacts with users and customers ITModernization Changes in product lifecycle management Digital Transformation Changes how the business interacts with technology Migrationto CloudServices Changes how IT builds, deploys and manages tools and services MajorshiftsimpactingITteams

5. “ITteamsmuststartplanningforDevOps in2017,orin2020youwillbeirrelevant.” GeorgeSpalding,VP-PinkElephant

6. TRADITIONAL ITSM CHALLENGES Difficult to adapt to the team Lack of visibility across teams Inability to drive innovation No coordination with developers Higher support costs

7. Positioning Future of IT work - Atlassian’s approach to ITSM

8. People Technology CONSIDERING THE THREE PILLARS FOR TEAMS Process Work ToolsCulture

9. People

10.

11. www.atlassian.com/team-playbook

12. Process

13. ITIL & DEVOPS CONVERGENCE ITIL v4 coming in 2019

14. THE POWER JIRA WORKFLOWS

15. Tools

16. ITSM THAT FITS THE TEAM & MISSION Incident Asset /CMDB Problem Service Request Knowledge Change IT Team

17. CUSTOMER PORTAL DESIGNED AROUND SEARCH Users simply search for what they want to request or ask. Recommend KB articles based on search terms. Recommended service request types based on search terms. Smart-Graph Search

18. EASE OF ASKING FOR HELP

19. STREAMLINED REQUEST FULFILLMENT FOR SUPPORT TEAMS Improve support team Collaboration Easy KB access for support agents Service Request details and SLAs

20. STREAMLINE IT SUPPORT WITH AUTOMATION SLAdue Ticketstatuschanges Systemgoesdown Emailisreceived Requestisapproved LinkedJiraissueresolved Send reminder Escalate ticket Create a ticket Classify priority Grant access Set Incident Priority Add comment to request Transition issue

21. INCREASED VISIBILITY WITH AUTOMATION IT support issue …. linked to software development backlog Update Linked Issue Automation Rule

22. 700+ apps to fit your teams needs

23. Empoweredteams Organizationshaveaunifiedsolutionwhere  teamscan collaborate&workbettertogetherwhile givingend-to-endvisibility toITmanagement. Customercentricity Evaluatingwhatabusinessneeds,howagilethat businessneedstobeandhowyouapplyLeanand AgilethinkingtomodernizeITSM. Value Findapproachesthatworkbetterastheir  businessesevolve,andensurethatevery organizationalmovementtranslatestoenergy. The Atlassian Approach  to ITSM

24. IT of yesterday IT of tomorrow - modular & siloed - heavy process / ITIL - tiered support groups - centralized support - SLAs, reports, KPIs - customization = dev - integrations - adaptable to the team - lean & agile ways of working - empowered teams - decentralized ‘level z’ support - delivering value - low-code / no-code - app marketplace HOW CAN YOU LEAD CUSTOMERS TOWARD THE FUTURE OF WORK FOR IT TEAMS?

25. Atlassian ITSM success stories Sharing customer stories

26.

27. Thank you!

Evolution of ITSM in an agile world

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Evolution of ITSM in an agile world