How Atlassian Support & Development Team Up to Release Software
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Transcript of How Atlassian Support & Development Team Up to Release Software
![Page 1: How Atlassian Support & Development Team Up to Release Software](https://reader031.fdocuments.us/reader031/viewer/2022022411/58ed2cf91a28ab1e0f8b4681/html5/thumbnails/1.jpg)
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
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STORY
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What is this screen?
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What is the difference
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OAuth vs Trusted Apps
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Does this mean it’s working
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Tickets100
Jan 2013
Tickets334
Mar 2016
Tickets205
Sep 2016
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TitleSubtitle
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Simplified design
Clear status
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Built in diagnostics
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NAME • TITLE • COMPANY • @TWITTERHANDLE
TitleSubtitle
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Ben Magro
@MAGRO
Matt Saxby
@MATTHEW_SAXBY
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HOW TO GET STARTED
GUIDING PRODUCT TEAMS
PREPARING SUPPORT TEAMS
OUR TEAM
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HOW TO GET STARTED
GUIDING PRODUCT TEAMS
PREPARING SUPPORT TEAMS
OUR TEAM
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1515
SERVICE ENABLEMENT EXISTS TO
Create a frictionless product experience for our customers
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DEVELOPMENT CUSTOMERS
SUPPORT
PRODUCT
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8SUPPORT CENTERS
335SUPPORT STAFF
60,900CUSTOMERS
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DEVELOPMENT CUSTOMERS
SUPPORT
PRODUCT
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Support teams
are dissatisfied
73%
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DEVELOPMENT CUSTOMERS
SUPPORT
PRODUCT
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DEVELOPMENT SUPPORT
Insights
Readiness
SERVICEENABLEMENT
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Support teams
report being unprepared for releases
99%
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Only
of teams have formal process
23%
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HOW TO GET STARTED
GUIDING PRODUCT TEAMS
PREPARING SUPPORT TEAMS
OUR TEAM
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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
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Case Study
bit.ly/atlas_set
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Manage increase
in support tickets
35%bit.ly/atlas_set
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3456 2 1
6.4 Release Dateprevious average of 300pw
Comparison Average
bit.ly/atlas_set
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3456 2 1
7.0 Release Datecurrent average of 500pw
Current Average
bit.ly/atlas_set
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321 64 5
Previous Release Date
+10% +17% +27% +12% +10% +4%
Release Affect
bit.ly/atlas_set
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321 64 5
Current Release Date
550 585 635 560 550 520
Release Affect
bit.ly/atlas_set
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Managing Communication
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APACAMER EMEA
Communication Leader
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Making updates to documentation
ResponsibilitySingle point of contact
Creating new knowledge
bit.ly/atlas_set
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Training
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Release
Documentation
Support & Engineering
Catchups
Training
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Engineering
Latest Features
Support
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Happy Customer
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Release
Documentation
Support & Engineering
Catchups
Training
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How do I turn it off?
How does it work?
What is it?
Release Documentation
bit.ly/atlas_set
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What are the known issues or limitations?
How can this feature be debugged?
Where is the data stored?
Release Documentation
bit.ly/atlas_set
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HOW TO GET STARTED
GUIDING PRODUCT TEAMS
PREPARING SUPPORT TEAMS
OUR TEAM
![Page 53: How Atlassian Support & Development Team Up to Release Software](https://reader031.fdocuments.us/reader031/viewer/2022022411/58ed2cf91a28ab1e0f8b4681/html5/thumbnails/53.jpg)
PreventingRepairingFixing existing customer pain
Guiding Product Teams
Preventing customer pain in the future
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Why does Confluence Search suck!
My instance stopped working
Why so expensive:)
I love JIRA
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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
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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
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Using JIRA Components
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Page - EditorPage - Attachments Space - Export
Macros Tables …
SUPPORT
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PreventingRepairingFixing existing customer pain
Guiding Product Teams
Preventing customer pain in the future
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Performance
Complexity
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Pipelines
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DEVELOPMENT CUSTOMERS
SUPPORT
PRODUCT
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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
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• Big cool statistic
• 2,569
• Add-Ons in MarketplaceHOW TO GET STARTED
GUIDING PRODUCT TEAMS
PREPARING SUPPORT TEAMS
OUR TEAM
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PM or BA skillset
Existing manager2012
Three engineers
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One developer
Seven engineers
Introduced head of
2015
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Dedicated analytics
Four squads
Twelve engineers
2016
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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
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Service Enablement is not a luxury. It is an investment in
your customers.
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Questions