how atlassian support & development team up to release software
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MATT SAXBY SERVICE ENABLEMENT TEAM LEAD
@MATTHEW_SAXBY
How Atlassian Support and Development Team Up to Release
Software
BEN MAGRO SERVICE ENABLEMENT TEAM LEAD
@MAGRO
STORY
What is this screen?
What is the difference
OAuth vs Trusted Apps
Does this mean it’s working
Tickets100
Jan 2013
Tickets334
Mar 2016
Tickets205
Sep 2016
TitleSubtitle
Simplified design
Clear status
Built in diagnostics
NAME • TITLE • COMPANY • @TWITTERHANDLE
TitleSubtitle
Ben Magro
@MAGRO
Matt Saxby
@MATTHEW_SAXBY
HOW TO GET STARTED
GUIDING PRODUCT TEAMS
PREPARING SUPPORT TEAMS
OUR TEAM
HOW TO GET STARTED
GUIDING PRODUCT TEAMS
PREPARING SUPPORT TEAMS
OUR TEAM
1515
SERVICE ENABLEMENT EXISTS TO
Create a frictionless product experience for our customers
DEVELOPMENT CUSTOMERS
SUPPORT
PRODUCT
8SUPPORT CENTERS
335SUPPORT STAFF
60,900CUSTOMERS
DEVELOPMENT CUSTOMERS
SUPPORT
PRODUCT
Support teams
are dissatisfied
73%
DEVELOPMENT CUSTOMERS
SUPPORT
PRODUCT
DEVELOPMENT SUPPORT
Insights
Readiness
SERVICEENABLEMENT
Support teams
report being unprepared for releases
99%
Only
of teams have formal process
23%
HOW TO GET STARTED
GUIDING PRODUCT TEAMS
PREPARING SUPPORT TEAMS
OUR TEAM
TrainingToolsJIRA 7.0Deep dive into a
specific case studyRun through some of the specific tools we
use
Look at how we approach training
Preparing Support Teams
bit.ly/atlas_set
Case Study
bit.ly/atlas_set
Manage increase
in support tickets
35%bit.ly/atlas_set
3456 2 1
6.4 Release Dateprevious average of 300pw
Comparison Average
bit.ly/atlas_set
3456 2 1
7.0 Release Datecurrent average of 500pw
Current Average
bit.ly/atlas_set
321 64 5
Previous Release Date
+10% +17% +27% +12% +10% +4%
Release Affect
bit.ly/atlas_set
321 64 5
Current Release Date
550 585 635 560 550 520
Release Affect
bit.ly/atlas_set
Managing Communication
APACAMER EMEA
Communication Leader
Making updates to documentation
ResponsibilitySingle point of contact
Creating new knowledge
bit.ly/atlas_set
Training
Release
Documentation
Support & Engineering
Catchups
Training
Engineering
Latest Features
Support
Happy Customer
Release
Documentation
Support & Engineering
Catchups
Training
How do I turn it off?
How does it work?
What is it?
Release Documentation
bit.ly/atlas_set
What are the known issues or limitations?
How can this feature be debugged?
Where is the data stored?
Release Documentation
bit.ly/atlas_set
HOW TO GET STARTED
GUIDING PRODUCT TEAMS
PREPARING SUPPORT TEAMS
OUR TEAM
PreventingRepairingFixing existing customer pain
Guiding Product Teams
Preventing customer pain in the future
Why does Confluence Search suck!
My instance stopped working
Why so expensive:)
I love JIRA
SUPPORTPRODUCT MANAGEMENT
Don’t have detailed understanding of the
channel
Don’t have the time Single customer bias
Lack of understanding of dev team priorities
SUPPORTPRODUCT MANAGEMENT
Don’t have detailed understanding of the
channel
Don’t have the time Single customer bias
Lack of understanding of dev team priorities
SERVICE ENABLEMENTUnderstand the channel
See broader trends
Understand development roadmaps
Using JIRA Components
Page - EditorPage - Attachments Space - Export
Macros Tables …
SUPPORT
PreventingRepairingFixing existing customer pain
Guiding Product Teams
Preventing customer pain in the future
Performance
Complexity
Pipelines
DEVELOPMENT CUSTOMERS
SUPPORT
PRODUCT
DEVELOPMENT CUSTOMERS
PRODUCT
“We need to make sure we understand well the issues that our customers will be
facing, we're in early stages now and there's a lot to learn for us. Supporting customers is a great way to accelerate
that learning”Sten Pittet - Pipelines PM
• Big cool statistic
• 2,569
• Add-Ons in MarketplaceHOW TO GET STARTED
GUIDING PRODUCT TEAMS
PREPARING SUPPORT TEAMS
OUR TEAM
PM or BA skillset
Existing manager2012
Three engineers
One developer
Seven engineers
Introduced head of
2015
Dedicated analytics
Four squads
Twelve engineers
2016
MATT SAXBY SERVICE ENABLEMENT TEAM LEAD
@MATTHEW_SAXBY
How Atlassian Support and Development Team Up to Release
Software
BEN MAGRO SERVICE ENABLEMENT TEAM LEAD
@MAGRO
Service Enablement is not a luxury. It is an investment in
your customers.
Questions
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