It’s been said that agility comes with awareness. When it comes to IT support, it means acting rapidly when necessary. An agile IT team is flexible. They can anticipate or quickly adapt to changing situations and improvise when faced with obstacles.
When urgent issues come in, they need fast answers. Often, managers aren’t notified right away, resulting in lost time. Other times, domain experts need to get involved and aren’t quickly reachable. Beyond just critical tickets, IT managers have a hard time leaving the office because doing so means going blind to support activity.
How can an IT team react quickly to problems, involve the right experts, and stay updated in real-time?
On May 28th, Atlassian is hosting a special online panel for IT folks everywhere
Join three IT managers as they share their secrets to success with Atlassian tools (JIRA, HipChat, and JIRA Service Desk). Dave Wehr, Andy Fleming, and Brendan O’Leary discuss how they overcame these challenges by adding group chat to their service desk, enabling faster and more agile service.
What will it cover?
Our panel of three IT professionals will go over how to:
- Solve problems in real-time. Learn how group chat enables agents and experts to collaborate so they can resolve tickets faster. Waiting for tickets to bounce around multiple queues is a workflow of the past.
- Never miss a critical update. Managers can easily stay on top of progress and get notified anytime anything important happens, or a ticket’s status changes.
- Keep your whole team in the loop. Monitor important tickets and be the first to know when a blocker gets solved, all from your real-time chat stream.
- Service without the desk. With chat apps on your phone, keep your finger on the pulse of support tickets, your team, and more.
When?
May 28th, 2015
- 10:00am USA Pacific (PST) / 1:00pm USA Eastern (EST)
Speakers
Andy Fleming, Managing Director, Halogenics
Andy Fleming is co-founder and lead developer at Halogenics, a Melbourne-based software company delivering innovative and intuitive solutions for the biomedical research and education sectors. Andy manages all aspects of the business from research and software development through to sales and personalized customer service and support – one of the key elements of the Halogenics offering. The small team at Halogenics supports hundreds of customers at more than 15 sites around Australia – juggling is a required skill. A keen sportsman in his younger days, Andy now survives by watching sports of all kinds, traveling, and spending time with his family.
Dave Wehr, IT Manager, Magview
As a veteran in the technology field for the past 15 years, Dave has always had a knack for efficiency and productivity. He’s been working on the MagView team for almost four years and has a passion for delivering customers the best experience possible. Thanks to the tools that Atlassian has made available to their organization over the past couple of years, keeping their team’s efforts organized has been made dramatically easier! In his spare time he enjoys camping, hiking, traveling, and spending time with friends and family.
What if I can’t make it?
Don’t worry, we’ll send a recording to everyone who registers.
Sound good? Pick your event time and reserve your spot today!
Got any questions you’d like to hear discussed in the panel? Please leave them as a comment on the blog and we’ll do our best to address them.
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