チャット連携で問い合わせ対応にスピードと透明性をー Jira Service Managementで実現する対話型チケット管理/JSM-Chat-Webinar-20220629

by アトラシアン株式会社

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ΞτϥγΞϯגࣜձࣾʛιϦϡʔγϣϯΤϯδχΞʛօ઒ ٓ޺ νϟοτ࿈ܞͰ໰͍߹ΘͤରԠʹ  εϐʔυͱಁ໌ੑΛ Ͱ࣮ݱ͢Δର࿩ܕνέοτ؅ཧ

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͸͡Ίʹ w࣭͝໰͸2"ύωϧΑΓૹ৴͍ͩ͘͞ɻ ૹ৴಺༰͸εϐʔΧʔͷΈʹදࣔ͞Ε·͢ɻ wϦιʔεϦετͰ͸ؔ࿈ࢿྉͷμ΢ϯϩʔυ ΍ؔ࿈ϖʔδ΁ͷΞΫηε͕Ͱ͖·͢ɻ wຊηϛφʔͷϨίʔσΟϯά͸ޙ΄Ͳڞ༗ ͍͖ͤͯͨͩ͞·͢ɻ wऴྃޙ͸Ξϯέʔτʹ͝ڠྗ͍ͩ͘͞ɻ εϥΠυදࣔΤϦΞ 2" ύωϧ Ϧιʔε Ϧετ

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OUR MISSION Unleash the potential of every team ͋ΒΏΔνʔϜͷՄೳੑΛղ͖์ͭ

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։ൃνʔϜ ΞδϟΠϧ & DEVOPS ϏδωενʔϜ ϫʔΫϚωʔδϝϯτ ΞφϦςΟΫε ࡒ຿ ϓϩμΫτ ๏຿ ਓࣄ σβΠϯ ϚʔέςΟϯά ։ൃ νʔϜͷڠಇΛࢧԉ͢Δάϩʔόϧιϑτ΢ΣΞاۀ ͋ΒΏΔνʔϜͷՄೳੑΛղ͖์ͭ ITνʔϜ ITαʔϏε؅ཧ ITαϙʔτ ITӡ༻ ΠϯϑϥαʔϏε ϓϥοτϑΥʔϜαʔϏε

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ΞδΣϯμ ITSM͔ΒESM΁ ESMͱͯ͠ਐԽ͢ΔJSM ର࿩ܕνέοτ؅ཧ ࣄྫ঺հ σϞɿJSMͷSlack࿈ܞ Q&A

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ITSM͔ΒESM΁

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Ϗδωε γʔϯͷ ߴ౓ITԽ ϋΠϒϦου ϫʔΫ ͷීٴ Ϣʔβʔ ͔Βͷ ߴ͍ظ଴஋

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Ϗδωε γʔϯͷ ߴ౓ITԽ ෳࡶੑΛ૿͢ۀ຿ όϥόϥͷπʔϧ

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Ϗδωε γʔϯͷ ߴ౓ITԽ φϨοδ΍ڞ༗ͷ  αΠϩԽ ։ൃɺITɺϏδωε νʔϜͷؒʹ  ΪϟοϓΛੜΉ ैདྷͷπʔϧ͕มֵͷ੍໿ʹ

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Ϗδωε γʔϯͷ ߴ౓ITԽ ࣾ಺Ͱඞཁͳ৘ใΛ୳͢ ͜ͱʹඅ΍͞ΕΔׂ߹ Forresterࣾ 20%

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ීٴ͢Δ ϋΠϒϦου ϫʔΫ ௕ظతͳϦϞʔτϫʔΫͷԆ௕Λ ܭը͍ͯ͠ΔܦӦਞͷׂ߹ PWCࣾ 55%

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Ϣʔβʔ ͔Βͷ ߴ͍ظ଴஋ ސ٬ϨϕϧͷମݧΛ  ظ଴͢Δैۀһͷׂ߹ Gartnerࣾ 56%

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Ϗδωε γʔϯͷ ߴ౓ITԽ ϋΠϒϦου ϫʔΫ ͷීٴ Ϣʔβʔ ͔Βͷ ߴ͍ظ଴஋

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ਝ଎ͳ αʔϏε ఏڙ

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ਝ଎ͳ αʔϏε ఏڙ ৗʹՔಇ ͢ΔαʔϏε

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ਝ଎ͳ αʔϏε ఏڙ ৗʹՔಇ ͢ΔαʔϏε γʔϜϨε ͳαϙʔτ

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IT ΞφϦςΟΫε ӡ༻ ϑΝΠφϯε ϓϩμΫτ ๏຿ ਓࣄ σβΠϯ ϚʔέςΟϯά ։ൃ

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IT ΞφϦςΟΫε ӡ༻ ϑΝΠφϯε ϓϩμΫτ ๏຿ ਓࣄ σβΠϯ ϚʔέςΟϯά ։ൃ ͋ΒΏΔνʔϜ͕ ϏδωεΛαϙʔτ͢Δ αʔϏενʔϜ

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ITνʔϜҎ֎Ͱ΋ITSMπʔϧΛ࢖༻ ·ͨ͸࢖༻͢Δ༧ఆ͕͋Δ 90% Praecipio Consulting survey “The State of Service Management in 2021”

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ΤϯλʔϓϥΠζ  αʔϏε؅ཧ ESM

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ESMͱͯ͠ਐԽ͢ΔJSM

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։ൃνʔϜ ΞδϟΠϧ & DEVOPS ։ൃ ϓϩμΫτ σβΠϯ ΞφϦςΟΫε ϏδωενʔϜ ϫʔΫϚωʔδϝϯτ ࡒ຿ ๏຿ ਓࣄ ϚʔέςΟϯά AtlassianͷιϦϡʔγϣϯྖҬ ITνʔϜ ITαʔϏε؅ཧ ITαϙʔτ ITӡ༻ ΠϯϑϥαʔϏε ϓϥοτϑΥʔϜαʔϏε

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ITνʔϜ ITαϙʔτ ITӡ༻ ΠϯϑϥαʔϏε ϓϥοτϑΥʔϜαʔϏε ITαʔϏε؅ཧ

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ITνʔϜ ITαϙʔτ ITӡ༻ ΠϯϑϥαʔϏε ϓϥοτϑΥʔϜαʔϏε ϓϥΫςΟε ITαʔϏε؅ཧ

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ITνʔϜ ITαϙʔτ ITӡ༻ ΠϯϑϥαʔϏε ϓϥοτϑΥʔϜαʔϏε Πϯγσϯτ؅ཧ Πϕϯτ؅ཧ ໰୊؅ཧ มߋ؅ཧ αʔϏεߏ੒؅ཧ ϦΫΤετ؅ཧ Πϯγσϯτ؅ཧ αʔϏεσεΫ ϦΫΤετ؅ཧ ϓϥΫςΟε ITαʔϏε؅ཧ

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IT Support ITӡ༻ ΞδϟΠϧ։ൃ ESM ITSM

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Ϗδωε ITαϙʔτ ESM ITSM

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Ϗδωε ITαϙʔτ ESM ITSM

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๛෋ͳςϯϓϨʔτ

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JSMͷఏڙ͢ΔϏδωεՁ஋ ౤ࢿརӹ཰ͷ޲্ ैདྷͷITSMπʔϧ  ͔Βͷ੾Γସ͑Ͱ 246% ͷ ROI Λ࣮ݱ ૣظͷՁ஋࣮ݱ ࣮૷·Ͱͷظؒͷ  ฏۉ͸ 2ϲ݄ ޮ཰ͷ޲্ ௚ײత͔ͭ౷߹͞Εͨ  ϫʔΫϑϩʔʹΑΓ  ੜ࢈ੑΛ 61% ޲্

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ϩʔίʔυ/ϊʔίʔυ ϑΥʔϜػೳ

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ϩʔίʔυ/ϊʔίʔυ ϑΥʔϜػೳ

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ϏϧτΠϯ φϨοδϕʔε

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ϏϧτΠϯ φϨοδϕʔε

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γʔϜϨεͳର࿩ܕνέοτ؅ཧ ૒ํ޲ಉظ Slackͷϝοηʔδʹ ϦΞΫγϣϯֆจࣈΛ͚ͭΔͱ Jiraνέοτ͕࡞੒͞ΕΔ

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ର࿩ܕνέοτ؅ཧ

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νϟοτʹΑΔ ର࿩ܕνέοτ؅ཧͷϝϦοτ 2022 Atlassian. All Rights Reserved. Ϣʔβʔ͕͍Δ৔ॴͰରԠՄೳ ਓؒͷຯͷ͋Δαϙʔτ ղܾ·Ͱͷ࣌ؒͷ୹ॖ ࣗಈԽͱਓతαϙʔτͷ౷߹ Ϗδωείετͷ࡟ݮ ϥΠϒ νϟοτ͸ଞͷαϙʔτํ๏ͱൺֱͯ͠  50% ίετΛઅ໿Ͱ͖ͨͱ͍͏ௐࠪ݁Ռ ຬ଍౓ͷ޲্ʹ΋ͭͳ͕Δ ιʔγϟϧϑΟοτωε ωοτϫʔΫͷ Strava ͸νέοτͷճ౴࣌ؒΛ 90% ୹ॖ φϨοδϕʔεͱAIͷ׆༻ʹΑͬͯ  ΤʔδΣϯτͷෛՙΛܰݮ͠  ηϧϑαʔϏεαϙʔτΛଅਐ ϝʔϧ΍εϓϨουγʔτͳͲ͸  ฦ౴ΛಘΔ·Ͱʹ࣌ؒΛཁ͍ͯͨ͠

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JSMͱ࿈ܞ͢Δ͜ͱʹΑΔϝϦοτ 2022 Atlassian. All Rights Reserved. ϑϩʔ → ετοΫ JSMͷ֤छػೳ  ͷ׆༻ νʔϜԣஅͰ  ڞ௨ͷ  ϓϥοτϑΥʔϜ νϟοτ্ͷ໰͍߹Θͤʹؔ࿈͢Δ  ৘ใ͸νέοτͷΦʔϓϯ͔Β  Ϋϩʔζ·ͰJSMͰҰݩ؅ཧ ॊೈੑͷ͋ΔϑΥʔϜ΍  φϨοδϕʔεɺࣗಈԽɺϨϙʔτ  ͳͲͷػೳͷ׆༻΋Մೳ ͢΂ͯͷνʔϜ͕ڞ௨ͷ  JiraϓϥοτϑΥʔϜ্Ͱۀ຿Λ࿈ܞ

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Digital Transformation Trends Driving Team Collaboration and Productivity (2021 ) , research by 451 Research 96% ि2࣌ؒҎ্ͷ ݸਓͷੜ࢈ੑ޲্Λ࣮ݱ 86% ίϥϘϨʔγϣϯͷ޲্Ͱ ΞδϟΠϧΞϓϩʔνΛ࣮ݱ 95% গͳ͘ͱ΋1ͭҎ্ͷ πʔϧΛϦϓϨΠε 78% ϦϞʔτϫʔΫࣾһͷ  ࢧԉ͕͏·͘Ͱ͖ͨ Atlassian + Slack ׆༻ʹΑΔޮՌ Atlassian੡඼ͱSlackΛ׆༻͢Δ๺ถاۀ100ࣾͷITι ϦϡʔγϣϯͷಋೖʹӨڹ͕͋Δ/ܾࡁݖ͕͋ΔํΛ ର৅ʹߦΘΕͨௐࠪ݁ՌΛ΋ͱʹ͍ͯ͠·͢ɻ  ຊௐࠪ͸ɺAtlassianͱSlack͕ڞಉͰ451 Researchࣾ ʹҕୗͯ͠ߦΘΕ·ͨ͠ɻ ͪ͜Βͷݪจࢿྉ(ӳޠ)͸ผ్μ΢ϯϩʔυ͍͚ͨͩ ·͢ɻ

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νϟοτͰͷ໰͍߹Θͤͷ׆༻γʔϯ ਓࣄ IT / ৘γε ૯຿ ๏຿ ܦཧ ϚʔέςΟϯά ৽ೖࣾһΦϯϘʔσΟϯά ֤छΨΠυϥΠϯͷ֬ೝ ΦϑΟεͷೖؗΧʔυ๨Ε ໊ࢗͷൃ஫ґཔ ܖ໿ॻͷؔ͢Δ໰͍߹Θͤ ܖ໿ॻʹؔ͢Δঝೝ ܦඅਃ੥ʹؔ͢Δ໰͍߹Θͤ Ӧۀࢿྉʹؔ͢Δ໰͍߹Θͤ ৽نϕϯμʔొ࿥ґཔ ڝ߹ௐࠪͷґཔ ࣾ಺γεςϜʹؔ͢Δ໰͍߹Θͤ ηΩϡϦςΟʹؔ͢Δใࠂ

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ࣄྫ

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Atlassian + Slack׆༻ࣄྫ ͜Ε·Ͱࣾ಺ͷ໰͍߹ΘͤରԠʹ͸ฏۉ2೔͔͔͍ͬͯͨͷ ͕ɺ50%΋࡟ݮ͞Εɺ24࣌ؒͰରԠͰ͖ΔΑ͏ʹͳΓ·͠ ͨɻશࣾϨϕϧͰߟ͑Δͱେ෯ͳੜ࢈ੑͷ޲্Ͱ͢ɻ Slackࣾ Business Technology Operations γχΞϚωʔδϟʔ δϣγϡɾηχοΫࢯ Slackࣾ͸ɺJira Service Managementͷνϟοτ࿈ܞػೳΛΘ͔ͣ਺िؒͰࣾ಺શମ΁ͷಋೖΛ࣮ݱ͠·ͨ͠ɻ ໰͍߹Θͤͷνέοτͷ97%͕Slackܦ༝Ͱ࡞੒͞ΕΔΑ͏ʹͳΓɺରԠ࣌ؒ͸50%΋վળ͞Ε·ͨ͠ɻ • Slackνϟωϧ಺Ͱ΍ΓऔΓ͞ΕΔ໰͍߹Θͤͷେ෦෼͕͖ͪΜ ͱτϥοΫ͞Ε͍ͯͳ͔ͬͨɻ • ֎෦νέοτ؅ཧγεςϜʹ໰͍߹Θͤ಺༰Λίϐʔˍϖʔετ ͯ͠ૹΔਓ͸΄ͱΜͲ͍ͳ͔ͬͨɻ • ݅਺ͷ೺Ѳ΍ରԠνʔϜ͕औΓ૊ΜͰ͍Δ࡞ۀͷՄࢹԽ͕Ͱ͖ ͣɺվળࡦ΍ඞཁͳ༧ࢉͳͲͷ؅ཧ͕೉͍͠ঢ়ଶͩͬͨɻ ͜Ε·Ͱͷ՝୊ ੒Ռ • ໰͍߹Θͤνέοτͷ97%͕Slack͔Β࡞੒ʢεϥογϡίϚϯυ ΋͘͠͸ϦΞΫγϣϯֆจࣈʣ͞Εɺ3%͸Jira Service Management͔Β࡞੒͞ΕΔΑ͏ʹͳͬͨ͜ͱͰɺ͢΂ͯͷ໰͍߹ Θ͕ͤτϥοΫͰ͖ΔΑ͏ʹͳͬͨɻ • ฏۉରԠ͕࣌ؒ2೔͔Β24࣌ؒ΁ͱɺ50%΋࡟ݮ͞Εͨɻ

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σϞ

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·ͱΊ

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͞·͟·ͳνʔϜͷχʔζʹରԠͨ͠ESM • IT͚ͩͰͳ͘͞·͟·ͳϏδωενʔϜͱڞ௨ϓϥοτϑΥʔϜ্ͰϫʔΫϑϩʔͷ࿈ܞ͕Մೳ • ਝ଎ͳηοτΞοϓ͕ՄೳͰɺSlackͱ΋εϜʔζʹ࿈ܞՄೳ • νϟοτͱϙʔλϧͷ૒ํ޲ಉظͰϑϩʔ → ετοΫ • JSMͷ֤छػೳͷ׆༻͕Մೳʢ๛෋ͳςϯϓϨʔτɺϑΥʔϜɺࣗಈԽͳͲʣ

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Q & A

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Ξϯέʔτͷ͝ڠྗͷ͓ئ͍

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࠷ޙʹ • ຊ೔ͷ಺༰͸ɺޙ೔ΞʔΧΠϒΛ͝ཡ͍ ͚ͨͩ·͢ • εϥΠυ͸ɺSpeaker Deck*ʹͯެ։͠ ·͢(ӾཡͷΈ) • Q&A͸ίϛϡχςΟαΠτʹޙ೔ެ։͞ Ε·͢ *SlideShare͔ΒSpeaker DeckʹεϥΠυͷڞ༗ઌΛมߋ͓ͯ͠Γ·͢ɻ

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Thank you! ΞτϥγΞϯגࣜձࣾʛιϦϡʔγϣϯΤϯδχΞʛօ઒ ٓ޺