Christophe Capel, The 'Do It Yourself' Service Desk
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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.
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Christophe Capel, The 'Do It Yourself' Service Desk
- 1. CHRISTOPHE CAPEL The ‘Do It Yourself’ Service Desk
- 3. The “Do It Yourself” service desk CHRISTOPHE CAPEL • SENIOR PRODUCT MARKETING MANAGER • ATLASSIAN • @CHRISTOPHECAPEL
- 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