Posts

Your service desk should also be an introvert

Many times when organizations consider service desk options, they focus on external user impact and functionality. While external functionality is important, considerations for internal users should carry equal weight. By internal users, I don’t mean the agents answering inbound calls and working on tickets. I am referring to employees and contractors who run into issues […]

A Place for Everything and Everything in its Place

This is a guest blog post from Charlie Levenson at Brikit. You have a piece of content, and you want to make sure it gets placed in your Memory Safe (your KB/KM system). If you’re not sure where it needs to go, here’s a simple way to determine where to place it. Memory Safes can be quite large […]

Use your Knowledge Base as a Memory Safe

This is a guest blog post from Charlie Levenson at Brikit. Whatever tool(s) you use in your organization to collect and share information (we, of course, recommend Atlassian Confluence and Jira with Brikit Add-ons) it’s time to start thinking of them differently. In George Orwell’s classic novel 1984, the government had a “Memory Hole” to dispose of the information and […]

Jira Service Desk + ITSM = <3

 Jira Service Desk – ITSM Your Way  Did you know that Jira Service Desk has built-in workflows now that address some ITSM concepts? A quick tip: YOUR vision/version of ITSM is probably different than everyone else, so please don’t feel like you HAVE to change your process in order to adapt to what comes in the box. […]

Using HipChat for UX Part 1: Participatory Collaboration

HipChat makes me happy. There are many aspects to HipChat that make it essential to any process. Once you’ve used it, it’s hard to adopt another avenue of communication. I’ve had the pleasure of being a user since it was obtained by Atlassian, so I’ve been able to watch it grow. From the beginning (well, […]

Code Day is great because of the focus on collaboration

At the Code Day Phoenix event in November 2015, Isos Technology helped Co+Hoots Foundation* provide scholarships to girls interested in attending Code Day Phoenix. That’s a big deal for me, as I was inspired to pursue a career in technology because of a computer scientist I met as an intern. She taught me that the […]

How to Compose Emails for Business

Email is dead, long live email. No, you didn’t just happen to come across an archive copy of Internet For Dummies: First Edition, and yes, this is the year 2016. You are actually reading a blog post on how to compose an email for business. Look, we all know that email is on the decline. The “kids” […]

How to Survive the Internet

The Internet is a dark and scary place. There are some basic things I’ve done to minimize my risk. Use a Password Manager. There are many different tools out there, such as 1Password and LastPass. Both of those tools offer a security audit and they help you minimize a lot of risk. One of my favorite […]

My Atlassian Summit 2015 Recap

Great times with great people, here’s a recap of some of the best moments for me from Atlassian Summit 2015. Ecosystem Day: It was great to get to participate in this for the first time. The morning was a bit of a whirlwind as we got to preview quite a bit of the Atlassian content that […]

See you at Summit!

Hi Folks! Summit is here! Please drop by booth C4 (yes, like BOOM!) and say hello! It’s unfortunate, but I will most likely spend the majority of my time in the booth. I would love to absorb more of the sessions, but I can’t forget that I GET to meet so many awesome Atlassian users, […]