JIRA Service Desk – a modern and flexible service desk experience that streamlines customer requests, and boosts your IT team’s efficiency, taking your service desk to a whole new level. JIRA Service Desk integrates directly with JIRA, Atlassian’s issue management software used by more than 22,000 teams worldwide. Learn in 30 minutes: 1) How we’ve gone beyond the powerful JIRA platform 2) How you can easily create a clean and intuitive customer interface to submit requests 3) How to get real-time SLA visibility 4) How to focus your team with custom queues 5) How to improve your team’s efficiency with real-time reports JIRA Service Desk is available now for a free 30-day trial, OnDemand or download. Pricing starts at just $10 for 10 users.

1. JIRA Service Desk
Christophe Capel • JIRA Product Marketing • @ChristopheCapel

2. 38%
38% of @JIRA customers use JIRA for their #ServiceDesk

3. Simple &
Lightweight
Advanced &
Customizable
two ends of the spectrum

4. Introducing

5. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

6. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

7. Meet Ryan

8. He needs the IT team’s help...

9. I need some
new software!
Procurement
request
Ryan
IT Team

10. JIRA Service Desk makes this possible!
I’m listening to the #JIRA #ServiceDesk Webinar!

11. Syst em a cc ess
Purch as e Reques t
Purch as e Reques t
Problem report

12. Customercentric
language!

13. Simplified
Interface!

15. Request
Groups

16. 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
#servicedesk

17. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

18. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

19. Team Queues

21. New Issue,
2nd
on the list

23. 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
#SERVICEDESK

24. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

25. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

27. Integrated SLA Visibility
0:23

28. Integrated SLA Visibility
0:23
TIME REMAINING

29. Integrated SLA Visibility
0:23
TIMER ON

30. Integrated SLA Visibility
0:23
TIMER PAUSED

31. Integrated SLA Visibility
1:05
0:23
MORE THAN 1 HOUR REMAINING

32. Integrated SLA Visibility
0:45
LESS THAN 1 HOUR REMAINING

33. Integrated SLA Visibility
0:29
LESS THAN 30 MINUTES REMAINING

34. Integrated SLA Visibility
-0:01
0:29
ISSUE STILL OPEN - FAILED SLA

35. Integrated SLA Visibility
-0:35
-0:01
ISSUE RESOLVED - FAILED SLA

36. Integrated SLA Visibility
-0:35
0:42
ISSUE RESOLVED - SLA MET
@JIRA #SERVICEDESK #SLAs kick-ass!

37. 0:42

38. Advanced SLA Configuration
JQL:
Priority = Blocker

39. Advanced SLA Configuration
JQL:
Priority = Major

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

41. Advanced SLA Configuration

43. SLA Calendars
Easily create new SLA calendar
Define your time zone,
working hours and
holidays

44. Powerful SLAs
1
Powerful SLA engine
2
Integrated SLA visibility
3
Supports advanced SLA rules
SLAs in @JIRA #SERVICEDESK are powerful and visible everywhere

45. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

46. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

47. Great
reports outof-the-box!

56. “
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

57. 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

58. Intuitive Interface
Custom Team Queues
Powerful SLAs
Real-time Reporting

59. @JIRA #SERVICEDESK leverage all existing @JIRA customizations and
workflows

60. I N T UI TI V E
I N T ER FA CE
TE AM
Q UEUE S
P OWE RFUL
S LAs
RE AL-TI ME
RE PORT S
JIRA Platform
FIELDS
WORKFLOWS
MARKETPLACE
PERMISSIONS
NOTIFICATIONS

61. www.atlassian.com/servicedesk

62. www.atlassian.com/software/jira/service-desk/demo

63. Have you read our latest blog:
“Insight into JIRA Service Desk’s pricing model”?
http://blogs.atlassian.com/2013/11/insight-jira-service-desks-pricing-model/

64. Thank you

65. www.atlassian.com/servicedesk