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contents  \nIntroduction  \nYale School of Management  \nMeeting lofty student expectations  \nBalyasny Asset Management  \nSupercharging productivity by switching from legacy ITSM  \nLucid Motors  \nBuilding foundations for a new luxury car  \nAppDynamics  \nScaling service culture from startup to enterprise  \nThe Telegraph  \nSeamless operations for 25 million users a month  \nDHI Group  \nCreating transparency across a global team  \nSkyscanner  \nSupporting rapid growth through collaboration  \n03  \n04  \n06  \n08  \n10  \n12  \n14  \n16  \nTwitter  \nSatisfying high demand through self-service  \nCSIRO  \nMoving research innovation forward  \nBelong  \nPowering a greener, more connected world  \nCBS  \nCreative teams adopt an agile way of work  \nGingko Bioworks  \nStandardizing on Jira to 3X output and scale quickly  \nLufthansa Technik  \nUnleashing data-driven decisions and awareness across IT  \nSaint-Gobain  \nOver 80% in ITSM costs saved  \nNext steps  \n18  \n20  \n22  \n24  \n26  \n28  \n30  \n32  \nATLASSIAN ITSM CASE STUDY EBOOK 02  \nIntroduction  \nWith the rise of software-powered services, meeting the demand for high customer expectations and always-on services is more critical than ever. To adapt to these rapid changes, IT teams are transforming to provide great user experiences, deliver new services with agility, and increase the flow of work and value to the business.  \nWith Atlassian’s ITSM solution, IT teams gain:  \n• Velocity to keep up with the speed of the industry and rapidly deliver exceptional service  \n• Flexibility to shape your processes and adapt to the way your team works  \n• Greater collaboration between teams, especially development and IT, to resolve requests and issues quickly  \n• Faster time to value through an intuitive and affordable platform for your entire organization  \nIn this ebook, learn how leading organizations across industries and sizes transformed service management with Atlassian and realized benefits such as:  \n44%  \ngreater efficiency  \n\n| 66%\u003Cbr>reduction in time to resolution | 70%\u003Cbr>fewer major IT incidents |\n| --- | --- |\n\n140%  \nincrease in customer satisfaction  \nATLASSIAN ITSM CASE STUDY EBOOK 03  \nINDUSTRY  \nHigher Education  \nLOCATION  \nNew Haven, Connecticut, USA  \nNUMBER OF USERS  \n33 IT Employees  \nPRODUCTS  \nJira Service Desk  \nJira Software  \nConfluence  \nINTEGRATIONS  \nSlack  \nZoom  \nMARKETPLACE APPS  \nInsight-Asset Management Automation for Jira  \nGliffy Diagrams for Confluence  \nATLASSIAN ITSM CASE STUDY EBOOK  \nMeeting student expectations by standardizing on a single platform  \nThe challenge  \nAsthe Yale School of Management (SOM) set its sights on becoming a global powerhouse, the IT team needed a more robust solution to better support the school’s goals. What’s more, they needed to keep up with the high service expectations of their customers – digital native students accustomed to the modern world of on-demand anything.  \nBefore implementing the Atlassian solution, Yale SOM was working with a disjointed set of tools: BMC Footprints and email for Help Desk requests, Basecamp for managing development projects, and “a hodgepodge of tools”for documentation and collaboration. As a result, they lacked transparency and visibility into tasks, statuses, and key metrics and had no knowledge base for internal or external communities.  \nIn order to better serve the school and its students, the SOM IT department decided to standardize on Atlassian to achieve greater efficiency, collaboration, and productivity.  \n04  \n57%  \nreduction in client services team’s time to resolution  \n66%  \nreduction in average response time for student requests  \n4.8  \nsatisfaction rate from students (out of 5)  \nThe solution  \nThe IT team at Yale SOM leveraged multiple Atlassian solutions to meet all of their needs. Workflows and integrations between Jira Software, Jira Service Desk, and Slack allow the DevOps team","cbCaibDmoXPWz6jU","https://ap.wps.com/l/cbCaibDmoXPWz6jU","pdf",2563348,32,"English","# Introduction\n## Yale School of Management\n## Meeting lofty student expectations\n## Balyasny Asset Management\n## Supercharging productivity by switching from legacy ITSM\n## Lucid Motors\n## Building foundations for a new luxury car\n## AppDynamics\n## Scaling service culture from startup to enterprise","[{\"question\":\"What problem do IT teams face as software-powered services become more common?\",\"answer\":\"They must meet rising customer expectations for always-on service while delivering new services with agility and improving the flow of work and value to the business.\"},{\"question\":\"What benefits does Atlassian’s ITSM solution provide to IT teams?\",\"answer\":\"It offers velocity, flexibility to shape processes, greater collaboration (especially between development and IT), and faster time to value through an intuitive platform.\"},{\"question\":\"How did Yale School of Management improve service after standardizing on Atlassian?\",\"answer\":\"By leveraging Jira Software, Jira Service Desk, and Confluence, Yale reduced client services time to resolution by 57%, lowered average response time for student requests by 66%, and achieved a 4.8/5 student satisfaction rate.\"}]","Atlassian ITSM Case Study Ebook - 02 - Introduction | PDF",81]