Shifting your Atlassian requests left!
Automating your Atlassian environment
Welcome all to another catch up. This week we are casting our eyes back to last October. Yes I know this is a little while ago, but it is for a good reason. Anybody remember?
On October 17th & 18th we found ourselves in the wonderful world of Jira Day ’23. Surrounded by experts, users could follow three different tracks:
It was a great day, full of great sessions & conversations in the side channels. But for me it was even more of a great day as I got to present a topic close to my heart. Automation within Atlassian.
In a world where we can never find enough hours in the day, automation is everyone’s best friend. It has become so integrated that we often can overlook the automation in place. Where automation engines are also being designed to become more around no code automations, allowing users of all coding levels to create rules, the landscape of automation bottlenecks & technical debt has changed.
However what is also changing is our approach to dealing within incoming requests in regards to ITSM & service desks. All teams try to reduce the number of escalations and find ways to push self service back towards the original reporter. Whether this is through better knowledge base articles, educating the lower levels of agents or, best of all, pushing the request into full self serve with the use of automations.
Check out the full recording of the session below:
I loved the opportunity to present at Jira Day ‘23, but mine was one of many amazing chats during the day. I hope you have the chance to go ahead and review the different track playlists up top and watch all the sessions the entice you in.
