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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...
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!
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!
New Issue,
2nd 
on the list
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
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
Advanced SLA Configuration

JQL:
Priority = Blocker
Advanced SLA Configuration

JQL:
Priority = Major
Advanced SLA Configuration

JQL:
Reporter in group(“bosses”)
Advanced SLA Configuration
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
“

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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