C H R I S TO P H E C A P E L • S E N I O R P R O D U C T M A R K E T I N G M A N AG E R • AT L A S S I A N • @ C H R I S TO P H E C A P E L

The “Do It Yourself” service desk

Contract review requests

+200%

Internal customers growth

+300%

Introducing the Legal Express Lane

72% of customers prefer to self-serve to answer their questions

Self-serv honey stand in Haw Creek, Asheville by Selena N. B. H.

Creating a self-service desk

1. Track the process

Creating a self-service desk

1. Track the process 2. Find the "low hanging” service requests

Creating a self-service desk

1. Track the process 2. Find the "low hanging” service requests3. Enable self-service

Creating a self-service desk

1) Track the processLego Explorer by JonoTakesPhotos

2) Find the “low hanging” service requests

Risk

Impact

2) Find the “low hanging” service requests

Focus legal resources here

Risk

Impact

2) Find the “low hanging” service requests

Focus legal resources here

Legal Express Lane

Risk

Impact

Self service by Mark Skipper

I need a kick-a$$ idea for our

next JIRA Service Desk

marketing campaign!– Christophe Capel, JIRA Service Desk Marketing”“

You mean, you need a

Chuck Norris idea, right?”“

go/legal

Matthew Rasmussen, Atlassian’s Legal

Last quarter, thanks to the Legal

Express Lane, 43% of the contract

submissions required no material

legal review.– Matthew Rasmussen, Atlassian’s Legal”

“

Results

• Atlassian Foundation!• Atlassian Talent

Other examples

Melissa Beaumont Lee, Atlassian’s Foundation

Thanks to our Foundation service

desk the Manila team was able to

fundraise for the typhoon victims

while I was away and I didn't have

to manually manage the process.– Melissa Beaumont Lee, Atlassian’s Foundation

”

“

Juliette Amitai, Atlassian’s Talent

Saying thanks to fellow co-workers

is now taking half the time it used

to. Now it takes less than 2

minutes with simple steps and drop

down menus, making everyone’s

life a whole lot easier!– Juliette Amitai, Atlassian’s Talent

”

“

Thank you!