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.

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Découvrez le secret d'un service informatique d'exception

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

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Les cinq secrets des équipes informatiques ultra performantes

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

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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.

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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.

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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.

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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.

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ITSM: not just for IT

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

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How IT + software teams can work better together

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

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How Twitter reduced email support by 80%

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

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The epic story of Skyscanner's service desk

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

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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.

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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.

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How to scale support with service desk and KB

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

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How Spotify supports a company in hypergrowth

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

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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%.

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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.

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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.

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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.

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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.

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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%.

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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.

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Graduate from email support

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

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5 reasons why a service desk tool beats email

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

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How chat helps IT support agents crush it

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

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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.

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DevOps and IT trends you need to know

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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.

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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.

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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.

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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.

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Comment améliorer le support informatique avec 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.

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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.

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Comment Atlassian applique-t-elle 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.

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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.

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How Atlassian builds infrastructure with DevOps

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

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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.

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How to run IT support the DevOps way

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

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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.

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DevOps case study with JAMF Software

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

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Turbo-charge your service desk with ITSM and automation awesomeness

Identifier la cause profonde fait partie intégrante d'une gestion des problèmes efficace. Découvrez comment empêcher la survenue de problèmes grâce à ces quatre conseils d'expert. Poursuivez votre lecture.

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4 tips to take the problem out of problem management

Nous avons récemment mené une étude auprès de plus de 600 professionnels de l'informatique aux États-Unis pour déterminer ce qui motive les professionnels IT du monde moderne. Poursuivez votre lecture.

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The new shape of modern IT teams

Découvrez comment Atlassian propose un service clientèle externe sans pareil et a réduit les tickets de support de 34 %

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Comment Atlassian assure-t-il un service clientèle sans pareil ?

Découvrez comment Atlassian assure son support interne… et résout 50 % des tickets via le tchat plutôt que les e-mails

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Comment Atlassian assure-t-il un support interne sans pareil ?

Découvrez comment Atlassian a créé plus de 50 centres de services au sein de l'entreprise et permis à ses équipes métier internes de gagner des milliers d'heures par an

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Comment Atlassian assure-t-il un service sans pareil en dehors de l'IT ?

In the era of unlimited software at our fingertips, 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.

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Keynote de l'Atlassian Summit 2015 pour les équipes informatiques : Atlassian pour les équipes informatiques

Découvrez comment l'Electric Reliability Council of Texas a remplacé plusieurs outils par un système de gestion des changements informatiques complet exécuté dans JIRA.

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Comment utiliser JIRA pour la gestion des changements informatiques ?

Écoutez John Custy, un expert IT chevronné, qui vous présente les concepts clés de la gestion des problèmes, vous explique plusieurs méthodologies et réfute quelques idées fausses.

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How to make problem management work for your company

Les équipes informatiques mesurent tellement de paramètres qu'elles perdent facilement leurs objectifs de vue. Nous vous expliquons comment définir les bons objectifs dès le début… et obtenir de bien meilleurs résultats. Découvrez des pratiques informatiques gagnantes en matière de rapport et de mesure.

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4 musts pour des rapports et des métriques informatiques gagnantes

Des experts IT de haut niveau partagent leurs astuces pour détecter les incidents et les résoudre plus rapidement, mais aussi pour empêcher leur survenue. Poursuivez votre lecture en consultant notre article sur la gestion des incidents.

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Des conseils d'expert pour optimiser la gestion des incidents

Beaucoup d'équipes informatiques mesurent le FCR (First Call Resolution) religieusement. Bonne idée ? Explorez le FCR plus en détail et apprenez à l'utiliser plus efficacement.

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Pourquoi le FCR (First Call Resolution) est-il important ?

Vous utilisez toujours des feuilles de calcul ? Lisez notre présentation sur la gestion du parc et découvrez comment les équipes informatiques d'Atlassian suivent leurs propres ressources, mais aussi six manières dont vous pouvez en tirer parti.

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Présentation d'Atlassian sur la gestion du parc informatique

Créer ou faire évoluer des pratiques de centre de services ? Ne vous cassez pas la tête. Découvrez la meilleure manière de gérer les incidents grâce à des processus éprouvés.

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Pour un processus de gestion des incidents au top

Quelle est la différence entre le centre d'assistance, le centre de services et l'ITSM ? Découvrez pourquoi la description de votre support informatique est importante.

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Centre d'assistance, centre de services, ITSM : quelle différence ?

Comprendre la différence entre l'ITSM, l'ITSSM, le centre de services et le centre d'assistance.

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Centre d'assistance, centre de services, ITSM : quelle différence ? Deuxième partie

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.

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L'ITSM pour les équipes informatiques modernes

Qu'est-ce qu'un centre d'assistance ? Tout ce que vous devez savoir sur le centre d'assistance : les types de centre d'assistance, les raisons pour lesquelles les entreprises en ont besoin, mais aussi les membres qui les composent

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L'intérêt du centre d'assistance et du logiciel de centre d'assistance

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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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5 steps to knowledge-centered support (KCS®)