The perks of using JIRA Service Desk

Your most unhappy customers are your greatest source of learning.

Bill Gates

Boyan Angelov

Biography of JIRA Service Desk Oct

2013 JSD 1.0 - Client based license

Sep 2014

JSD 2.0 - Agents based license

Nov 2014

JSD 2.1 - Request type editing

Jan 2015

JSD 2.2 - Portal branding, Participants

Feb 2015

JSD 2.3 - Raise on behalf, E-mail filtering

Apr 2015

JSD 2.4 - Automation, Wiki Comments, Live Queues JSD 2.4 - Automation, Wiki Comments, Live Queues

Automation – the easy way

Automation – the easy way

Automation – the easy way

Automation – the hard way

Wiki Editor – easy rich comments

Wiki Editor – easy rich comments

Live Queues– real-time refresh

What is ITIL?

The IT Infrastructure Library (ITIL) defines the organizational structure and skill requirements of an IT organization and a set of standard operational management procedures and practices to allow the organization to manage an IT operation and associated infrastructure.

JIRA Service Desk and ITIL

Incident Workflow Problem Workflow

Change Management Workflow

How about CMDB?

Configuration Management DB

Bonus track – JIRA for HR

Onboarding WF Offboarding WF

Vacation WF Personal Details Change WF

What’s next?

The #1 voted new feature request for JIRA Service Desk?

Allow customers to view requests created by other customers

belonging to the same organization using the Customer

Portal

483 Votes

Bringing to you the beauty of Atlassian solutions!

Atlassian Summer Talk, 2015, Sofia