What we learned at Atlassian Presents : High-Velocity ITSM event

High-velocity event

The biggest ITSM event of the year took place on December 8th in London, and we were delighted to be a part of it, together with the rest of the Adaptavist team!

At Atlassian Presents: High-Velocity ITSM, Atlassian’s annual event for service management professionals, we were informed about a host of new features to deliver optimal value fast while connecting modern support and operations teams like no other company can.

Here is how it went down 👇

Joff Redfern, Atlassian’s Chief Product Officer, took to the stage and kickstarted the event. Scott Farquhar, Atlassian’s co-founder and co-CEO then joined him to announce the End of Bad Service Management movement, calling for an end to Bad Service Management by making the switch to Jira Service Management with some great offers, giving a sneak peek of what was to follow:

  • 10 free agents for new customers in the standard plan, for small teams.

  • 30% discount on the first year when taking out a 3-year subscription, for large teams.

What followed was a series of announcements of new planned functionalities for Jira Service Management.

Empowering front-line teams with chat and virtual agents and delivering exceptional service experiences

Ιn its efforts to empower front-line teams, Atlassian announced that the chat feature is now available across all Jira Service Management plans, including Free, to help teams of all sizes quickly respond to requests.

Chat, or conversational ticketing, enables employees to initiate a support request directly from a channel in popular collaboration tools like Slack or Microsoft Teams. Support agents can respond to or take action on that request from within Jira Service Management, saving time for both the employee and agent to ensure a speedy resolution to their request.

To help teams automate and triage support requests, Atlassian also announced that together with Percept.ai (acquired by Atlassian in January 2022), they’re working on an exciting new feature, a Virtual Assistant that will take the user's service experience to the next level using artificial intelligence! The Assistant leverages machine learning models that sift through previous requests help users reach their goal in an automated way using step-by-step instructions.

Anyone interested to learn more, can register now for the Early Access Program for the Virtual Assistant: https://www.atlassian.com/software/jira/service-management/features/itsm/virtual-agent

Another interesting feature which was announced was the Enhanced Employee Portal View. With this addition, employees will be able to gather and present useful information and links together into topics on the front page of their help center. For example, this front page may contain everything a new hire needs to get started, from knowledge base articles in Confluence, actions in Workday, getting started guides on YouTube, and of course request forms, from Jira Service Management!

Getting started with your ITSM experience with pre-built templates and pre-built forms

With the aim to bring all teams in a company together and to encourage collaboration on a central platform, pre-built templates for business teams were announced, in order to make setting up a new service desk easier and faster than ever. These templates join an existing roster across HR, Facilities, Legal, and Customer Service, enabling business teams to quickly and easily build workflows to handle everything from campaign kickoffs to financial reporting requests.

In addition to pre-built templates for these departments, JSM’s library of over 300+ pre-built forms continues to grow. Teams can make use of this low-code/no-code form builder to create dynamic service request forms and workflows, minimize the back and forth, streamlines data capture, and enable better automation.

Accelerating modern operations teams

Atlassian continues to press forward with features and functionality that uniquely connect software development teams with their IT Operations counterparts, with the goal of making teams have greater autonomy to form and swarm around incident response, ship products and services faster, and still manage risk to the business. To that end, new features and automation were introduced to lead incident and change management practices.

Atlassian introduced incident response on-the-go, where teams can receive new mobile device alerts, edit on-call schedules, escalate major incidents, swarm and update teams on timeline and notify stakeholders – all via mobile device.

New automation for change requests and advanced approvals, were also introduced bidding farewell to manual change requests. The integration list for automated change requests was also expanded to include GitHub and GitLab to further streamline deployments.

And that’s not all. For more on the new features announced by Atlassian, check out the Community post

A day to remember

And after a day packed with ITSM and lovely new features for Jira Service Management, what better way to end things than with a special conversation and experience with multi-platinum global music artist and producer Will.i.am on music, technology, and getting in the groove.

Till next year!



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