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Modernizing Atlassian IT’s Service Desk
March 24, 2023
<p>Join <a rel="noreferrer noopener" href="https://www.linkedin.com/in/wshubin/" target="_blank">Warren Shubin </a>and <a rel="noreferrer noopener" href="https://www.linkedin.com/in/joe-flowers-b4b40634/" target="_blank">Joe Flowers</a> in sharing their vision, their solution, and the lessons learnt on how they enabled their IT Service Desk with the use of Atlassian tools. They will share how they knit together an end-to-end service with the use of Jira Service Management, Confluence, & Halp to achieve a 4.9/5 CSAT score across IT, as well as incredible use of the Service Desk and self-help resources.</p>
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<figure class="wp-block-image size-large"><a href="https://www.dropbox.com/s/p2vsumtja0tor73/Customer%20One.mov?dl=0"><img loading="lazy" decoding="async" width="1024" height="576" src="https://wordpress.highwaythreesolutions.com/wp-content/uploads/2023/02/Eventbrite-2-1024x576.png" alt="Customer one team including Warren Shubin and Joe Flowers. " class="wp-image-1858" srcset="https://wordpress.highwaythreesolutions.com/wp-content/uploads/2023/02/Eventbrite-2-1024x576.png 1024w, https://wordpress.highwaythreesolutions.com/wp-content/uploads/2023/02/Eventbrite-2-300x169.png 300w, https://wordpress.highwaythreesolutions.com/wp-content/uploads/2023/02/Eventbrite-2-768x432.png 768w, https://wordpress.highwaythreesolutions.com/wp-content/uploads/2023/02/Eventbrite-2-1536x864.png 1536w, https://wordpress.highwaythreesolutions.com/wp-content/uploads/2023/02/Eventbrite-2.png 1920w" sizes="(max-width: 1024px) 100vw, 1024px"></a></figure>
<h2 class="wp-block-heading">About this event</h2>
<p>Learn how Jira Service Management and Confluence were used in conjunction to create a more fluid help desk and provide crucial analytics.</p>
<p>IT Teams face common challenges across industries, such as where their staff get help, service desk sprawl, and finding inconsistent metrics. Consolidating multiple service desks and making use of both JSM and Confluence resulted in 3 possible entry points when seeking help:</p>
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<li><strong>Chat Support</strong></li>
<li><strong>Service Desk</strong></li>
<li><strong>Knowledge Base</strong></li>
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<p>This newfound approach resulted in 26,684 requests from staff with 54% of requests coming through Jira Service Management. The average customer satisfaction score stands at 4.94/5 as of quarter 3 2023. </p>
<p>Customizable metrics allow for team specific data which can be used to make informed decisions across your organization. See below an example of how dynamic metrics and reporting could be consumed by various team members.</p>
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<p>To learn more contact us and book your JSM demo today!</p>
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