Join Warren Shubin and Joe Flowers in sharing their vision, their solution, and the lessons learnt on how they enabled their IT Service Desk with the use of Atlassian tools. They will share how they knit together an end-to-end service with the use of Jira Service Management, Confluence, & Halp to achieve a 4.9/5 CSAT score across IT, as well as incredible use of the Service Desk and self-help resources.
About this event
Learn how Jira Service Management and Confluence were used in conjunction to create a more fluid help desk and provide crucial analytics.
IT Teams face common challenges across industries, such as where their staff get help, service desk sprawl, and finding inconsistent metrics. Consolidating multiple service desks and making use of both JSM and Confluence resulted in 3 possible entry points when seeking help:
- Chat Support
- Service Desk
- Knowledge Base
This newfound approach resulted in 26,684 requests from staff with 54% of requests coming through Jira Service Management. The average customer satisfaction score stands at 4.94/5 as of quarter 3 2023.
Customizable metrics allow for team specific data which can be used to make informed decisions across your organization. See below an example of how dynamic metrics and reporting could be consumed by various team members.
To learn more contact us and book your JSM demo today!