Presentation from September 2014 at LinkedIn Headquarters in Mountain View. The slides detail how LinkedIn is transforming their business with tools from Atlassian Software. ServiceRocket is Atlassian's first and longest-serving Platinum Expert Partner.

1. © ServiceRocket, Inc. | All Rights Reserved! 1!
Atlassian Bay Area
Business Executive Forum

2. © ServiceRocket, Inc. | All Rights Reserved! 2!
Business Executive Forum - Agenda
6:30pm Welcome – Networking
Reception
7:15pm Getting the Most out of Your
Software
Rob Castaneda,
Founder/CEO of ServiceRocket
7:50pm Workflow Automation for
Supply Chain Management
Gretchen Helms,
Infrastructure Implementation
Manager at LinkedIn
8:05pm Q&A
8:20pm Wrap-up – Thank You

3. © ServiceRocket, Inc. | All Rights Reserved! 3!
Visit the ServiceRocket Booth!
• Mini Jam Sessions on Connecting Salesforce
and JIRA and How to Better Structure
Confluence

4. © ServiceRocket, Inc. | All Rights Reserved! 4!
Why a Business Executive User Group?
• Teams extend beyond software development
• Software development techniques, such as Lean & Agile are
becoming more and more popular in business
• We want to focus on patterns, techniques and learnings to help
• Transform Business Processes
• Optimize Resources
• Improve Financial Position
• Exceed Compliance Requirements

5. © ServiceRocket, Inc. | All Rights Reserved! 5!
• Our Goal is to connect like-minded users together with each
other, as well as with the teams at Atlassian and ServiceRocket
• We’ll meet quarterly and discuss the latest topics and trends from
Atlassian and from around the globe
Our Goal

6. © ServiceRocket, Inc. | All Rights Reserved 6!
Rob Castaneda
Founder and CEO

7. © ServiceRocket, Inc. | All Rights Reserved! 7!
Why does ServiceRocket exist?
• “Software is eating the world” – Andreessen, WSJ 2011
• We focus on Training, Support, Implementation & Tools
• We help drive Consumption
• We strengthen the relationship between a fast growing
software company and their enterprise customers

8. © ServiceRocket, Inc. | All Rights Reserved! 8!
About ServiceRocket
• Founded in 2001 in Sydney Australia
• 150+ employees across 5 offices
• Palo Alto, Sydney, Kuala Lumpur, Santiago & London
• Experts in software consumption
• Training, Support, Implementation & Tools
• TRUSTe certified
• Strong global leadership and board credentials
• We love service and helping customers be successful
• Over 2,500 paying customers in the past 12 months alone

9. © ServiceRocket, Inc. | All Rights Reserved! 9!
Leadership Team
Rob
Castaneda
Founder
/
CEO
Andrew
Sneddon
Chairman
Former
PwC
Partner
Salil
Deshpande
Board
Member
Managing
Director,
Bain
Capital
Nick
White
Board
Member
CFO,
Elas9csearch
Erin
Rand
Chief
OperaBng
Officer
Ray
Bradbery
Vice
President,
Enterprise
Robert
Sipko
Vice
President,
PlaIorm
Colleen
Blake
Vice
President,
MarkeBng

10. © ServiceRocket, Inc. | All Rights Reserved! 10!
Our Values
• Delight the Customer
• Share the Knowledge
• Think Team
• Focus on the Outcome
• Talk Straight

11. © ServiceRocket, Inc. | All Rights Reserved! 11!
Some of our Customers

12. © ServiceRocket, Inc. | All Rights Reserved 12!
Adoption & Consumption
Patterns
Getting the most our of your Atlassian software

13. © ServiceRocket, Inc. | All Rights Reserved! 13!
Adoption Curve – Who are your users?
A
B
C
Early
Adopters
Early
Majority
Late
Majority
Laggards

14. © ServiceRocket, Inc. | All Rights Reserved! 14!
Consumption
• It doesn’t just apply to vendors
• It also applies to any person trying to
make a system successful

15. © ServiceRocket, Inc. | All Rights Reserved! 15!
Welcome to our Wiki – Please Collaborate!

16. © ServiceRocket, Inc. | All Rights Reserved! 16!
What does the 1st day of the job for a new hire look
like?
Transparency is great….
… for those of us that know everything that is going on.
What does your system look like on the 1st day for a newbie?
Transparency
InformaBon
Overload

17. © ServiceRocket, Inc. | All Rights Reserved! 17!
Typical Enterprise Confluence
Team
1
Team
2
Team
4
Team
3
Team
5
Team
6
• Many Teams
• If everyone owns it, nobody
does
• Treated like “IT”, e.g. SharePoint
• Upgrading is painful
• “Who is using this plugin?”
• Common approach
• 1 admin from each “Team”
• Ever tried to innovate
“together”?

18. © ServiceRocket, Inc. | All Rights Reserved! 18!
Federated Approach
Intranet
Team
1
Team
2
Team
3
Team
4
Team
5
Team
6
• One Common Starting Point
• “Intranet”
• Simple, Lightweight
• Each team has independent
infrastructure
• Upgrades easy
• Ownership easy
• Budgeting allocation easy
• Friction decreases
• Innovation increases

19. © ServiceRocket, Inc. | All Rights Reserved! 19!
Other related Tools – Okta, Salesforce.com

20. © ServiceRocket, Inc. | All Rights Reserved! 20!
Evolution of a blogging and transparent culture
Stage 1 – The extroverts jump in- “Look at Me!”
Stage 2 – Micromanagement takeover – “I want to look at you”
Stage 3 – Lead by example for mutual trust
Stage 4 – Lead by Praise
Stage 5 – Driven by Values
Aligning a system with your cultural values is the best way to
ensure sustainable take up of the system.
Mold the system to your culture. Impossible without Values.

21. © ServiceRocket, Inc. | All Rights Reserved! 21!
From Bug Tracking to Service Delivery
JIRA as an issue tracking tool is a great way to ensure
accountability, and track technical work.
Let’s call this “Pattern 1: Issues & Workflow”
Pattern 1 allows us to see “Who, When, Where etc”.
Great for wrapping “context” around a legacy system of record
Sorting through issues quickly and responding to changing
demands – JIRA Agile
Let’s call this “Pattern 2 - Agile”

22. © ServiceRocket, Inc. | All Rights Reserved! 22!
Pattern 3 – SLA’s
The Service Desk Pattern is one where our team/department
puts a stake in the ground and says “Here is what we can do
for you”. Pattern 3: Service Desk and SLAs
Pattern 3 enables you to expand your impact to the business
beyond IT.
Example - We have an internal JIRA named “ops” which we use
for SLA based services from our operations team.

23. © ServiceRocket, Inc. | All Rights Reserved! 23!
Example – Pattern 1 - Zurich
• Before
• Legacy System of Record
• Communication around Transactions
predominantly email
• Hard to report, Process is inefficient, Does not
scale easily
System of Record
Context

24. © ServiceRocket, Inc. | All Rights Reserved! 24!
Context
Example - Zurich
• After
• Context kept in JIRA
• Accountability, Traceability
System of Record

25. © ServiceRocket, Inc. | All Rights Reserved! 25!
Putting it all together
• Collaboration
• If everybody owns it, nobody does
• Ownership is more important than structure/
control
• Build around Values
• Think in Patterns, not in Products
• #1 Issues and Workflow (Context wrapper)
• #2 Agile
• #3 Service Desk

26. ©2014 LinkedIn Corporation. All Rights Reserved. Infrastructure Operations©2013 LinkedIn Corporation. All Rights Reserved.
Workflow Automation for Supply Chain Management
G. Helms, Infrastructure Operations

27. ©2014 LinkedIn Corporation. All Rights Reserved. Infrastructure Operations
What’s a Workflow?
Workflow Automation for Supply Chain Management
27
work·flow ˈwəәrkˌflō/ noun
the sequence of industrial, administrative, or other processes
through which a piece of work passes from initiation to completion.
JIRA users recognize it as this:

28. ©2014 LinkedIn Corporation. All Rights Reserved. Infrastructure Operations
Why Do We Use Workflows?
Workflow Automation for Supply Chain Management
28
§ Defined repeatable process
§ Designed to prevent problems (that we’ve already tripped over)
§ Clearly laid out to identify owners and next steps
§ Gives us the opportunity to automate steps

29. ©2014 LinkedIn Corporation. All Rights Reserved. Infrastructure Operations
What Problems Are Common for Supply Chain?
Workflow Automation for Supply Chain Management
29
§ Process is highly manual, requiring multiple teams to scan queues
every day in order to create next ticket in workflow
§ Hardware is ordered without confirming destination has space
§ Techs unaware hardware is inbound
§ Hardware arrives and never gets installed or installed late
§ Hardware gets installed but never gets imaged
§ Hardware is installed to wrong location or wrong topology

30. ©2014 LinkedIn Corporation. All Rights Reserved. Infrastructure Operations
Our Workflow: Quoting Phase
Workflow Automation for Supply Chain Management
30
Each of these nodes represents
manual ticket creation and, in
many instances, copy and paste of
information from a prior ticket to a
newly created ticket.

31. ©2014 LinkedIn Corporation. All Rights Reserved. Infrastructure Operations
Our Workflow: Quoting Phase
Workflow Automation for Supply Chain Management
31
With automation, info is copied from
data fields in upstream tickets and
replicated in tickets that are now
autocreated based on trigger
events.
Now the workflow looks like this,
where we have and

32. ©2014 LinkedIn Corporation. All Rights Reserved. Infrastructure Operations
Automation Approaches
Workflow Automation for Supply Chain Management
32
§ Hard Coding
§ Time consuming
§ Prone to breaking anytime changes are made to a project
§ Would require half-time resource to maintain
§ Plugin
§ Far more flexible
§ Can create behavior fast without coding by user
§ Creates links, copies data from one ticket to another, and opens
tickets based on triggers
§ Can later easily edit, delete, or add behavior using plugin

33. ©2014 LinkedIn Corporation. All Rights Reserved. Infrastructure Operations
Automation Saves
Workflow Automation for Supply Chain Management
33
Before After
Average of 1 to 4 hours minimum
daily to check status of all tickets and
create new tickets
Time reduced to half this amount; can
easily check status at top level
Manual creation of tickets subject to
workload and availability
Automated creation of tickets
eliminates time delays due to manual
creation; no ticket left behind!
Manual links didn’t always get created
(lost tickets)
Automatic linking ensures work is
correctly bundled
Manual copy of data prone to cut/
paste errors
Autocopy of data eliminates human
error
Time being spent on all tickets Permits focus on problem tickets

34. ©2014 LinkedIn Corporation. All Rights Reserved. Infrastructure Operations
Shout Out!
Workflow Automation for Supply Chain Management
34
This project would not be possible without
Yel Legaspi from ServiceRocket!

35. Q & A

36. ©2014 LinkedIn Corporation. All Rights Reserved. Infrastructure Operations
Special Thanks to LinkedIn!
36