“We believe you’ve got to be able to bring your development, infrastructure, and operations, and business teams together on the same platform so together they can deliver what’s absolutely impossible alone, great experiences at high velocity.” ~ Amita Abraham, Head of Product Marketing, IT Solutions, Atlassian.
And so, began the Atlassian 2023 in-demand High Velocity Conference at the start of this month in Sydney.
Area9 IT Solutions was a select sponsor for the conference where some of our enterprise team members had the opportunity to learn and discover so many game changing capabilities – two of which I would like to highlight as opportunities for real enterprise and business world solutions.
Better, smarter ways of working for enterprises and their teams.
Our Area 9 enterprise team believe in using technology for good. In an increasingly digital and connected world, 24/7 support and the ability to scale up resources to deliver services anywhere and anytime is almost an expected requirement.
Technology can help to meet these expectations and potentially reduce cognitive load, overtime, and stress that are often the associated cost of having to do more with the same amount of resources, or less.
At Atlassian’s High Velocity Conference we really saw how AI powered innovations and other new Jira capabilities can offer enterprises and their teams with what Edwin Wong, Head of Product Management, refer to as a “unified help experience.”
This focus fits squarely within our enterprise team belief that when using technology, we want to build an experience that directs issues, requests and work requirements to the right tools and the right teams to solve problems faster and smarter.
AI-powered innovation is evolving JSM!
Atlassian’s AI – aptly and smartly called Atlassian Intelligence – capabilities were a highlight for our team because we immediately saw opportunities to support our customers through AI powered post incident report summary and creation.
Sound incident management operations encompass activities ranging from logging and prioritisation to escalation, documentation, and reporting. Imagine what your team members could do with all that extra time if you automated these operations with AI?
Atlassian Intelligence can automatically summarise an issue’s description and comments – including from relevant tickets in Jira (and even when they have not been updated that can be flagged within the incident summary) so that you don’t have to spend hours manually pouring through the information to get a full picture.
You can even ask Atlassian Intelligence to include tasks such as “build a timeline of the incident” and “collect other resolution paths recommended by previous agents handling this incident.”
Good news for Slack users!
For those who use Slack as their collaboration tool, there’s good news for you from the High Velocity Conference.
In case you missed it, teams can now automate support in Slack with requests automatically converted into Jira Service Management tickets. End users also have a convenient way to request support with the ability to self-serve through knowledge articles recommended by Atlassian’s AI-powered virtual agents, taking pressure off busy support teams.
“You want to see the big picture”
“With this data (from asset management reports), of course, you want to do more. You want to see the big picture. You want to identify trends, see problems, find opportunities. This brings me to another big announcement….assets dashboard!” ~Edwin Wong, Head of Product Management, Atlassian
Edwin Wong says it all really when he made this announcement! Asset dashboard is something that many of our customers have definitely been waiting for.
This new feature – available via early access program with Atlassian – will allow you to create reports on your asset information. With this new asset dashboard, you now have complete visibility over your assets.
Atlassian’s virtual agent capabilities are now generally available with the Premium and Enterprise Editions of Jira Service Management and additional AI innovations power exceptional support across enterprises.
As always, the Atlassian team details comprehensively how to unlock these capabilities within your JSM editions. You can access these details via their event highlights with great video content that visually showcases these capabilities and more: https://events.atlassian.com/highvelocity#keynote
If you do need more help, our Area 9 team are keen to help and flex what we learnt from the conference to an everyday context where technology supports real people in real enterprise business environments. You can get in touch with me or Petra Marriott here via LinkedIn or call us on 1300 360 396.