DIY service desk - maximizing the value of self-service
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C H R I S TO P H E C A P E L • S E N I O R P R O D U C T M A R K E T I N G M A N AG E R • AT L A S S I A N • @ C H R I S TO P H E C A P E L
The “Do It Yourself” service desk
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Contract review requests
+200%
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Internal customers growth
+300%
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Introducing the Legal Express Lane
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72% of customers prefer to self-serve to answer their questions
Self-serv honey stand in Haw Creek, Asheville by Selena N. B. H.
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Creating a self-service desk
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1. Track the process
Creating a self-service desk
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1. Track the process 2. Find the "low hanging” service requests
Creating a self-service desk
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1. Track the process 2. Find the "low hanging” service requests3. Enable self-service
Creating a self-service desk
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1) Track the processLego Explorer by JonoTakesPhotos
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2) Find the “low hanging” service requests
Risk
Impact
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2) Find the “low hanging” service requests
Focus legal resources here
Risk
Impact
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2) Find the “low hanging” service requests
Focus legal resources here
Legal Express Lane
Risk
Impact
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Self service by Mark Skipper
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I need a kick-a$$ idea for our
next JIRA Service Desk
marketing campaign!– Christophe Capel, JIRA Service Desk Marketing”“
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You mean, you need a
Chuck Norris idea, right?”“
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go/legal
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Matthew Rasmussen, Atlassian’s Legal
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Last quarter, thanks to the Legal
Express Lane, 43% of the contract
submissions required no material
legal review.– Matthew Rasmussen, Atlassian’s Legal”
“
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Results
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• Atlassian Foundation!• Atlassian Talent
Other examples
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Melissa Beaumont Lee, Atlassian’s Foundation
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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.– Melissa Beaumont Lee, Atlassian’s Foundation
”
“
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Juliette Amitai, Atlassian’s Talent
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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!– Juliette Amitai, Atlassian’s Talent
”
“
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Thank you!
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