Jira Service Desk
This article was written with Olga Rusnak of Railsware. —— In the late ‘90s and early 2000s, most technology companies...
"Ohhhhh $#!τ. We broke Confluence." In one of our first Confluence Cloud releases in 2016, we broke our users' ability to edit pages. As the head of Atlassian's site reliability engineering group, this...
I'm part of a team called Service Enablement, which is a special project group within the broader support team at Atlassian. We work closely with the support, engineering, product, and design teams to ensure...
Teams like HR, facilities, legal and even marketing adopt service desk portals to handle requests from their internal customers, and soon there are service desks for practically every team. But this viral spread of...
Despite ITIL’s status as the gospel of IT, traditional ITSM (IT Service Management) tools supporting traditional ITIL leave many IT organizations frustrated. Keeping it old school works in a lot of areas, but IT...
Despite what you’ve seen in the movies, Santa Claus isn’t a one-man show – it’s a network. SCL is a worldwide operation of over 5,000 elves, reindeer, and a team of Santa decoys, all...