CHRISTOPHE CAPEL The ‘Do It Yourself’ Service Desk

The “Do It Yourself” service desk

CHRISTOPHE CAPEL • SENIOR PRODUCT MARKETING MANAGER • ATLASSIAN • @CHRISTOPHECAPEL

Contract review requests

+200%

Creating a self-service desk

Creating a self-service desk

1. Track the process

Creating a self-service desk

1. Track the process

2. Find the "low hanging” service requests

Creating a self-service desk

1. Track the process

2. Find the "low hanging” service requests

3. Enable self-service

Lego Explorer by JonoTakesPhotos

Find the “low hanging” service requests

Risk

Impact

Find the “low hanging” service requests

Risk

Impact

Focus legal

resources here

Find the “low hanging” service requests

Risk

Impact

Focus legal

resources here

Legal Express Lane

Self service by Mark Skipper

I need a kick-a$$ idea for our

next JIRA Service Desk

marketing campaign!

“

” – Christophe Capel, JIRA Service Desk Marketing

You mean, you need a

Chuck Norris idea, right? “

”

Matthew Rasmussen, Atlassian’s Legal

Last quarter, thanks to the Legal

Express Lane, 43% of the contract

submissions required no material

legal review.

“

” – Matthew Rasmussen, Atlassian’s Legal

Results

Other examples

ATLASSIAN FOUNDATION TEAM

ATLASSIAN TALENT TEAM

Melissa Beaumont Lee, Atlassian’s Foundation

– 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.

“

”

Juliette Amitai, Atlassian’s Talent

– 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!

“

”

THANK YOU