atlassian executive business forum - linkedin hq

© ServiceRocket, Inc. | All Rights Reserved! 1!

Atlassian Bay Area

Business Executive Forum


Business Executive Forum - Agenda 6:30pm Welcome – Networking

Reception

7:15pm Getting the Most out of Your Software

Rob Castaneda, Founder/CEO of ServiceRocket

7:50pm Workflow Automation for Supply Chain Management

Gretchen Helms, Infrastructure Implementation Manager at LinkedIn

8:05pm Q&A

8:20pm Wrap-up – Thank You


Visit the ServiceRocket Booth! •  Mini Jam Sessions on Connecting Salesforce

and JIRA and How to Better Structure Confluence


Why a Business Executive User Group?

•  Teams extend beyond software development •  Software development techniques, such as Lean & Agile are

becoming more and more popular in business

•  We want to focus on patterns, techniques and learnings to help •  Transform Business Processes •  Optimize Resources •  Improve Financial Position •  Exceed Compliance Requirements


•  Our Goal is to connect like-minded users together with each other, as well as with the teams at Atlassian and ServiceRocket

•  We’ll meet quarterly and discuss the latest topics and trends from Atlassian and from around the globe

Our Goal

© ServiceRocket, Inc. | All Rights Reserved 6!

Rob Castaneda Founder and CEO


Why does ServiceRocket exist?

•  “Software is eating the world” – Andreessen, WSJ 2011

•  We focus on Training, Support, Implementation & Tools

•  We help drive Consumption

•  We strengthen the relationship between a fast growing software company and their enterprise customers


About ServiceRocket

•  Founded in 2001 in Sydney Australia

•  150+ employees across 5 offices

•  Palo Alto, Sydney, Kuala Lumpur, Santiago & London

•  Experts in software consumption

•  Training, Support, Implementation & Tools •  TRUSTe certified

•  Strong global leadership and board credentials

•  We love service and helping customers be successful

•  Over 2,500 paying customers in the past 12 months alone


Leadership Team

Rob Castaneda Founder / CEO

Andrew Sneddon Chairman Former PwC Partner

Salil Deshpande Board Member Managing Director, Bain Capital

Nick White Board Member CFO, Elas9csearch

Erin Rand Chief OperaBng Officer

Ray Bradbery Vice President, Enterprise

Robert Sipko Vice President, PlaIorm

Colleen Blake Vice President, MarkeBng


Our Values

•  Delight the Customer

•  Share the Knowledge

•  Think Team

•  Focus on the Outcome

•  Talk Straight


Some of our Customers

© ServiceRocket, Inc. | All Rights Reserved 12!

Adoption & Consumption

Patterns

Getting the most our of your Atlassian software


Adoption Curve – Who are your users?

A

B

C

Early Adopters

Early Majority

Late Majority

Laggards


Consumption

•  It doesn’t just apply to vendors

•  It also applies to any person trying to make a system successful


Welcome to our Wiki – Please Collaborate!


What does the 1st day of the job for a new hire look

like? Transparency is great….

… for those of us that know everything that is going on.

What does your system look like on the 1st day for a newbie?

Transparency InformaBon Overload


Typical Enterprise Confluence

Team 1 Team 2

Team 4 Team 3

Team 5

Team 6

•  Many Teams •  If everyone owns it, nobody

does

•  Treated like “IT”, e.g. SharePoint

•  Upgrading is painful •  “Who is using this plugin?”

•  Common approach •  1 admin from each “Team”

•  Ever tried to innovate “together”?


Federated Approach

Intranet

Team 1

Team 2

Team 3

Team 4

Team 5

Team 6

•  One Common Starting Point •  “Intranet”

•  Simple, Lightweight

•  Each team has independent infrastructure •  Upgrades easy

•  Ownership easy

•  Budgeting allocation easy

•  Friction decreases

•  Innovation increases


Other related Tools – Okta, Salesforce.com


Evolution of a blogging and transparent culture

Stage 1 – The extroverts jump in- “Look at Me!”

Stage 2 – Micromanagement takeover – “I want to look at you”

Stage 3 – Lead by example for mutual trust

Stage 4 – Lead by Praise

Stage 5 – Driven by Values

Aligning a system with your cultural values is the best way to ensure sustainable take up of the system.

Mold the system to your culture. Impossible without Values.


From Bug Tracking to Service Delivery JIRA as an issue tracking tool is a great way to ensure

accountability, and track technical work.

Let’s call this “Pattern 1: Issues & Workflow”

Pattern 1 allows us to see “Who, When, Where etc”.

Great for wrapping “context” around a legacy system of record

Sorting through issues quickly and responding to changing demands – JIRA Agile

Let’s call this “Pattern 2 - Agile”


Pattern 3 – SLA’s

The Service Desk Pattern is one where our team/department puts a stake in the ground and says “Here is what we can do for you”. Pattern 3: Service Desk and SLAs

Pattern 3 enables you to expand your impact to the business beyond IT.

Example - We have an internal JIRA named “ops” which we use for SLA based services from our operations team.


Example – Pattern 1 - Zurich

•  Before

•  Legacy System of Record

•  Communication around Transactions predominantly email

•  Hard to report, Process is inefficient, Does not scale easily

System of Record Context


Context

Example - Zurich

•  After

•  Context kept in JIRA

•  Accountability, Traceability

System of Record


Putting it all together •  Collaboration

•  If everybody owns it, nobody does

•  Ownership is more important than structure/control

•  Build around Values

•  Think in Patterns, not in Products

•  #1 Issues and Workflow (Context wrapper)

•  #2 Agile

•  #3 Service Desk

©2014 LinkedIn Corporation. All Rights Reserved. Infrastructure Operations ©2013 LinkedIn Corporation. All Rights Reserved.

Workflow Automation for Supply Chain Management

G. Helms, Infrastructure Operations

©2014 LinkedIn Corporation. All Rights Reserved. Infrastructure Operations

What’s a Workflow? Workflow Automation for Supply Chain Management

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work·flow ˈwəәrkˌflō/ noun the sequence of industrial, administrative, or other processes through which a piece of work passes from initiation to completion. JIRA users recognize it as this:


Why Do We Use Workflows?


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§  Defined repeatable process

§  Designed to prevent problems (that we’ve already tripped over)

§  Clearly laid out to identify owners and next steps

§  Gives us the opportunity to automate steps


What Problems Are Common for Supply Chain?


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§  Process is highly manual, requiring multiple teams to scan queues every day in order to create next ticket in workflow

§  Hardware is ordered without confirming destination has space

§  Techs unaware hardware is inbound §  Hardware arrives and never gets installed or installed late

§  Hardware gets installed but never gets imaged §  Hardware is installed to wrong location or wrong topology


Our Workflow: Quoting Phase Workflow Automation for Supply Chain Management

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Each of these nodes represents manual ticket creation and, in many instances, copy and paste of information from a prior ticket to a newly created ticket.


Our Workflow: Quoting Phase


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With automation, info is copied from data fields in upstream tickets and replicated in tickets that are now autocreated based on trigger events. Now the workflow looks like this, where we have and


Automation Approaches Workflow Automation for Supply Chain Management

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§  Hard Coding §  Time consuming §  Prone to breaking anytime changes are made to a project §  Would require half-time resource to maintain

§  Plugin §  Far more flexible §  Can create behavior fast without coding by user §  Creates links, copies data from one ticket to another, and opens

tickets based on triggers §  Can later easily edit, delete, or add behavior using plugin


Automation Saves Workflow Automation for Supply Chain Management

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Before After Average of 1 to 4 hours minimum daily to check status of all tickets and create new tickets

Time reduced to half this amount; can easily check status at top level

Manual creation of tickets subject to workload and availability

Automated creation of tickets eliminates time delays due to manual creation; no ticket left behind!

Manual links didn’t always get created (lost tickets)

Automatic linking ensures work is correctly bundled

Manual copy of data prone to cut/paste errors

Autocopy of data eliminates human error

Time being spent on all tickets Permits focus on problem tickets


Shout Out!


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This project would not be possible without Yel Legaspi from ServiceRocket!


Special Thanks to LinkedIn!

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atlassian executive business forum - linkedin hq

Business

ceo servicerocket

goal servicerocket

markebng servicerocket

straight servicerocket

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servicerocket booth

software rob castaneda

software consumption