IT Unplugged

IT resources without the BS

Ever wonder how Atlassian became one of the most innovative software companies in the world? Legendary service, that's how.

ebook

Geheimnisse für herausragenden IT-Service

We profiled 200 teams to see what high-performing IT teams do that others don't. They embrace agile, automation and drive digital transformation.

infographic

Die 5 Geheimnisse erfolgreicher IT-Teams

Discover how to set smarter Service Level Agreements (SLAs) with ease and effectiveness.

article

3 tips to set, measure and report on SLAs

72% of customers prefer to use self-service support. Meet 3 must-have technologies to give them what they want - knowledge base, online communities, and customer portals.

article

3 ways for self-service success

Learn how Atlassian built a service desk from scratch and the improvements we made to run a successful service desk.

article

4 tips to run a successful service desk

This guide shows you how to build a simple asset management solution and integrate support and asset management for streamlined IT service.

ebook

How to build a simple asset management solution

Expanding service management from IT to business teams is a hot topic in the IT industry. Check out our infographic for some surprising metrics and trends.

infographic

ITSM: not just for IT

Learn how IT can collaborate with developers to fix root problems with Jira Service Desk and Jira Software.

webinar

How IT + software teams can work better together

Learn how Twitter got off email support and reduced email support volume by 80%.

webinar

How Twitter reduced email support by 80%

Learn how Europe's #1 flight search engine deals with bugs.

webinar

The epic story of Skyscanner's service desk

Watch a panel of IT managers sharing their secrets to success with the Atlassian stack.

webinar

The secret to fast, agile IT service

We'll demonstrate how Atlassian’s IT team built a self-service desk for its legal team to maximize its efficiency and add more value to the business.

webinar

How to create a service desk for legal teams

Learn how Atlassian's build engineering team use ticketing and knowledge management to scale the support they provide to developers.

webinar

How to scale support with service desk and KB

Learn how Spotify scales IT support across a company enjoying phenomenal ‘hypergrowth’.

webinar

How Spotify supports a company in hypergrowth

Find out what's important for IT professionals working all around the globe in this infographic.

infographic

Service desk trends around the world

Millions of people book trips using Skyscanner's global search engine. Learn how the Skyscanner squad structure works, and how they improved collaboration between development and IT teams by 2x while improving IT productivity by 44%.

webinar

How Skyscanner improved IT collaboration by 2x

The Defense Media Activity’s Public web program supports more than 10,000 soldiers, sailors, airmen and Marines globally with the ability to rapidly move news, images and video to worldwide audiences via official military websites and the ability to integrate that content on social media sites. In September 2014, DMA's CIO Leslie Benito realized that to deliver world-class service, DMA needed to transform its Public Web service desk. In this session, Leslie will explain how they completed that within weeks, under stringent security requirements, while improving IT productivity and customer satisfaction.

webinar

How U.S. DoD improved IT productivity in 5 weeks

In 2015 BAE Systems implemented Jira Service Desk for 4,700 staff and 250 agents across IT, human resources, and business improvement. Understand the journey from initial pitch to ongoing support, and what your team needs to know for a successful service desk implementation.

webinar

BAE Systems: Tips for a successful service desk

CSIRO, Australia's national science agency, embarked on a transformation program in 2013 to modernize its service centers. Learn how CSIRO IT team took an agile approach and built a repeatable process using self-service portals that helped business teams do their work faster.

webinar

CSIRO: A repeatable IT process, thanks to agile

Faced with a challenge of not getting the right information from email exchanges, Sotheby's decided to invest in a new service desk tool. Learn how they use a service desk for anything from hanging a multi-million dollar painting in one of their galleries to replenishing the coffee in the kitchen.

webinar

How Sotheby's uses a service desk to sell million-dollar artwork

Want to make your service desk go viral? Get some guerilla marketing tips that can make your service desk adoption increase by 50%.

article

Tips on guerilla marketing your service desk

A recent survey conducted by our team found that 70% of IT teams suffer from the "ping pong" effect when using email support. Check out this infographic on how to graduate from email support and slay the queue to get more done.

infographic

Graduate from email support

Check out five reasons why using a service desk is better than email for IT support

article

5 reasons why a service desk tool beats email

Automation will replace 22 million jobs by 2025. What can IT pros do about it?

article

Automation and AI are coming for IT jobs. Here's how to keep yours.

Atlassian shares 4 things the highest performing IT teams do that others don't

article

Atlassian shares 4 things the highest performing IT teams do that others don't

How chat helps IT support agents crush it - and it's not just the emoticons.

article

How chat helps IT support agents crush it

85% of IT teams use a chat tool to communicate internally. Find out why.

infographic

Why IT teams like chat

Wondering how IT support fits into a DevOps world? When customers have problems or suggestions, it's the support team that hears about it. But are support and development teams really communicating? Recent research by HDI tells all.

infographic

DevOps and IT trends you need to know

article

DevOps vs. ITSM: Which side are you on?

Ever wondered what's really going on between support and development? This HDI research brief finds out.

industry-report

HDI research: IT support and DevOps report

Site Reliability Engineering (SRE) may be the most important acronym most development teams have never heard of. Read on to find out why.

article

Love DevOps? Wait until you meet SRE

Unlock development teams to launch features fast and frequently while allowingIT Ops to maintain infrastructure stability and availability.

article

3 DevOps principles to apply to your IT team

This ebook by IT service expert John Custy shows you how to apply DevOps principles to your IT support team.

ebook

Erweitern des IT-Supports mit DevOps

Hear about Atlassian's journey to build Site Reliability Engineering (SRE), an operations approach pioneered by industry champs like Netflix. We'll talk about the concept, how it applies at Atlassian, the wins we have achieved, and learnings you can bring back to your team.

webinar

Atlassian's journey to build Site Reliability Engineering (SRE)

Watch our webinar to learn how Atlassian does DevOps, using our products to foster collaboration, stimulate innovation, accelerate releases and continuously improve quality.

webinar

Wie praktiziert Atlassian DevOps?

A DevOps approach to product development means speeding up release cycles, in the name of continuous improvement. Watch this webinar and get the scoop on how Atlassian does it.

webinar

How Atlassian builds products with DevOps

Two words: automate everything. Watch this webinar and get the scoop on how Atlassian builds infrastructure, the DevOps way.

webinar

How Atlassian builds infrastructure with DevOps

Expect the unexpected. See how Atlassian handles incidents in our latest webinar on DevOps:

webinar

How Atlassian handles incidents with DevOps

Learn how applying DevOps principles to IT support and engineering teams improves service quality, team morale, problem solving and business productivity.

webinar

How to run IT support the DevOps way

Ready to get started on your DevOps journey? This ebook shows you how.

ebook

DevOps 101 with Atlassian

Looking for a practical DevOps case study? This ebook guides you through JAMF Software's journey into DevOps from culture to tools and processes.

ebook

DevOps case study with JAMF Software

Hier findest du Tipps und Tricks zu ITSM (IT-Servicemanagement). Lerne die Grundlagen zu Management und Fulfillment von Serviceanfragen sowie Genehmigungsprozessen.

article

Best practices for service request management

IT-Teams messen so viele Kennzahlen, dass man leicht den Überblick verlieren kann. Wir zeigen dir, wie du von Anfang an die richtigen Ziele setzt – und somit deutlich bessere Ergebnisse erhältst. Lerne erfolgreiche IT-Berichterstellungs- und Messmethoden kennen.

article

Vier Voraussetzungen für die erfolgreiche Erfassung von IT-Metriken und Berichterstellung

VIDEO: Are you interested to find out how to transform your service desk into a lean, mean ITSM machine? Or how to create macros and templates to automate repetitive tasks so agents can focus on solving the hard stuff? Or how to automate onboarding of new staff? Based on actual customer implementations, this advanced session is for IT admins with knowledge of Jira and Jira Service Desk

webinar

Turbo-charge your service desk with ITSM and automation awesomeness

Herausragende IT-Experten zeigen dir Tricks zum schnelleren Finden und Beheben bzw. zum vollständigen Vermeiden von Vorfällen. Lies hierzu unsere Serie zum Störungsmanagement.

article

An introduction to incident management

Herausragende IT-Experten zeigen dir Tricks zum schnelleren Finden und Beheben bzw. zum vollständigen Vermeiden von Vorfällen. Lies hierzu unsere Serie zum Störungsmanagement.

article

Expertentipps für ein besseres Störungsmanagement

Einen Servicedesk einführen oder skalieren? Du musst das Rad nicht neu erfinden. Lerne die beste Methode zur Behandlung von Vorfällen mit diesen bewährten Prozessen kennen.

article

Der perfekte Störungsmanagementprozess

VIDEO: Hear from IT veteran John Custy as he introduces key problem management concepts, dispels a few misconceptions & explains different methodologies.

webinar

How to make problem management work for your company

Finding the root cause is part of effective Problem Management. Learn how to prevent problems altogether with these 4 expert tips. Read on.

article

4 tips to take the problem out of problem management

VIDEO: Learn how the Electric Reliability Council of Texas replaced multiple tools with a complete IT change management system running on Jira.

webinar

How to use Jira for IT change management

Learn the Atlassian approach lean change management and how to implement it in your IT organization.

article

Make lean change management possible with Jira Service Desk

Arbeitest du immer noch mit Tabellenkalkulationen? Erfahre in unserer Einführung ins Asset-Management, wie das IT-Team von Atlassian seine eigenen Assets verfolgt. Wir zeigen dir sechs Möglichkeiten, wie du davon ebenfalls profitieren kannst.

article

Eine Einführung ins IT-Asset-Management von Atlassian

Worin unterscheiden sich Helpdesk, Servicedesk und ITSM? Erfahre, warum es so wichtig ist, wie du deinen IT-Support beschreibst.

article

Helpdesk vs. Servicedesk vs. ITSM: Worin liegt der Unterschied?

Lerne die Unterschiede zwischen ITSM, ITSSM, Servicedesk und Helpdesk kennen.

article

Helpdesk vs. Servicedesk vs. ITSM: Worin liegt der Unterschied? Teil 2

Was ist ein Helpdesk? Alles, was du über Helpdesks wissen musst: die verschiedenen Arten von Helpdesks, Gründe für die Verwendung von Helpdesks in Unternehmen und die unterschiedlichen Rollen im Zusammenhang mit einem Helpdesk.

article

Wozu benötige ich ein Helpdesk und Helpdesk-Software?

Learn how best-of-breed IT teams operate in the modern workplace. From self-help, automation, DevOps, self-healing technology and continuous integration, we'll cover a new way of thinking about classic ITSM, where innovation and customer satisfaction are most important.

article

ITSM für moderne IT-Teams

Viele IT-Teams messen durchgehend die FCR-Rate (Problemlösung bei Erstkontakt). Solltest du dies ebenfalls tun? Befasse dich eingehend mit der genauen Bedeutung von FCR und deren effektiveren Nutzung.

article

Warum FCR (Problemlösung bei Erstkontakt) so wichtig ist

Wir haben vor Kurzem unter mehr als 600 IT-Profis eine Umfrage zum Verhalten und zu den Prioritäten moderner IT-Teams, die ITSM praktizieren, durchgeführt.

infographic

So sieht ein modernes IT-Team aus

VIDEO: Erfahre, wie Atlassian unübertroffenen externen Kundenservice bietet und die Zahl der Supporttickets um 34 % gesenkt hat.

webinar

So stellt Atlassian unübertroffenen Kundenservice bereit

VIDEO: Learn how Atlassian does internal support and solves 50% of tickets through chat instead of email

webinar

So stellt Atlassian unübertroffenen internen Support bereit

VIDEO: Erfahre, wie Atlassian über 50 Servicedesks im ganzen Unternehmen eingerichtet hat und die internen Unternehmensteams dadurch mindestens 1.000 Arbeitsstunden eingespart haben.

webinar

So stellt Atlassian unübertroffenen Service außerhalb der IT bereit

VIDEO: IT is under pressure to go beyond just fixing incidents to enabling teams across the business to be their best. Hear from Didier Moretti, General Manager of Confluence and Jira Service Desk at Atlassian, on how we are helping IT innovate on top of the Atlassian portfolio and learn about the new goodies we’ll be delivering in Jira Service Desk, Confluence, and Hipchat.

webinar

IT-Keynote des Summit 2015: Atlassian für IT-Teams

What is knowledge management? How does it work? Read on to learn the basics, the benefits and 8 steps to implement your own knowledge management system.

article

What is knowledge management?

What is a knowledge base? Why do we need a knowledge base? Read on to learn the basics, the benefits and 7 critical tips to build your own knowledge base.

article

What's a knowledge base and why you need it

Knowledge management is the key to a high-performing service desk. Read our 7 knowledge management tips to build a high-performance service desk.

article

7 knowledge management tips for a service desk

Top IT teams are putting collaboration at the center of their culture — and solving problems way faster. What is knowledge centered support (KCS)? Read on to learn.

article

What is knowledge centered support (KCS) and why it matters?

Today, many teams outside of IT want their own self-service portals. Read on to find out why, when, and how should you build them.

article

Self-service isn't just for IT

Self-service lets your team do more with less. Learn how you can make your knowledge work for you and satisfy customers at the same time.

webinar

How to deflect tickets with a self-service knowledge base

Learn from IT service management expert John Custy as he talks about why KCS is so effective, and the difference it can make for you and your teammates.

webinar

The benefits of knowledge-centered support

What is knowledge centered support (KCS)? How does KCS work? Get your team started with knowledge centered support by following this step by step guide.

article

5 steps to knowledge-centered support (KCS®)