Building a successful Jira Service Desk requires a lot of moving parts. It can be difficult to find the perfect balance between ease of use for your agents (those who work on requests) and your customers (those who submit requests). One of the most important ways of achieving that balance is to create a great Confluence Knowledge Base (KB). If your articles are relevant, concise, and easy-to-navigate, your customers can avoid submitting a request, giving time back to both the customer and agent. Below are some common mistakes to avoid as you work towards creating your ideal Confluence Knowledge Base that is a reliable, single source of truth for your agents and customers.
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October 12, 2017
This is a guest blog written on behalf of Jack Harding, IT Consultant at Praecipio Consulting and Larry Brock, IT Chief of Staff at Samsung Austin R&D Center and Austin AUG Leader. Based on their presentation “The Power of Process: How Samsung Implemented ITIL” at Summit San Jose 2017.
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Growth Through Change
"Organizations that do not or cannot evolve will not last." In the business world, change is constant and necessary, especially when it comes to meeting the dynamic needs of customers. ITIL, or Information Technology Infrastructure Library, is a methodology that helps organizations effectively manage change while putting the customer at the center of the process. ITIL prescribes processes to ensure the customer's needs and requests are handled with ease – from acknowledgement of an issue through the application and evaluation of the solution. One of the greatest values of the ITIL methodology is that it embeds continual improvement into the process. The ITIL framework can be leveraged by anyone, including non-technical teams, to better manage change and serve customers. Atlassian's fastest growing product, Jira Service Desk, facilitates ITIL adoption in an organization by encouraging traceability, collaboration, and reporting.
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The best teams sync with each other. Think of the intangible magic conjured by the Championship-sweeping Chicago Bulls of the 90's, helmed by Michael Jordan. They ran their offense to perfection, playing to the strengths of each team member and executing each step in perfect rhythm to put points on the board. Any member of those teams will tell you their success came not only from having high-performing people but from working together within an established offense, or process. Because they bought in and trusted the process, each team member knew his responsibility at all times. The team ran time-tested methodologies for getting the win, adjusting as needed after analyzing the other team's strategy. Basketball is all about strategy, process, and teamwork.
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Make a list of all the things you'd like to see in new and existing Atlassian products. Dream big. Get thoughts from other Atlassian users. Then- build, test, deliver and repeat. No, this isn't the Atlassian version of Willy Wonka's Chocolate Factory.
It's the future of Atlassian- and your mind will be blown!