Ask any service desk team and they'll tell you they're swamped with requests. But ask them about knowledge management, and you'll find many service teams think of it as an afterthought. Fighting fires is accepted as part of the job. So why isn't knowledge a more highly regarded aspect of the arsenal? In fact, knowledge lies at the heart of every service desk. It's how agents respond to problems and learn about the systems they administer. But, there are bottlenecks to creating a kickass knowledge

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Whether you're deep into CI or just getting started, planning for scale should always be considered. So today we're excited to announce Bamboo 5.7 with new features to help you manage your servers as you scale up CI. Expiry has been extended to Deployments The biggest benefit to using a CI system is how frequently you can build and deploy your applications.  Of course, over time many artifacts, results, and logs are created that build up and become a space hog on your servers. Bamboo has helped

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JIRA Service Desk is now on Twitter Attention IT service management geeks: we're going social! Let's talk SLAs and swap tips on how to create a legendary service desk. From now on, @JIRAServiceDesk will be the home for all IT service management content coming from Atlassian, while @JIRA will remain the handle for all things agile and software related. Follow @JIRAServiceDesk to stay up-to-date on release announcements, deep dives on the latest features, best practice blogs, and more.

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If you tuned into the “Building a great agile team” webinar, then you participated in a first for the JIRA team: We hosted three webinars in three different time zones to try and reach as many of our customers as possible. Between the three webinars, there were 316 questions asked by audience members. Our host Jimi Hazel and Q&A support Michael “Tokes” Tokar, chose their top 10 questions to answer in this blog (plus three bonus questions). Enjoy! Here's a link to watch the webinar

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Every day, service desk agents rely on various knowledge to solve customer problems. Whether it's located in a document or stored in someone's brain, that knowledge helps resolve issues and provide consistent answers. But how well are teams managing their knowledge base? Do articles go stale? Is information silo'd with senior agents? Do all agents and customers have easy access to that knowledge? As the single point of contact for customers, the service desk is the face of IT. With services becoming

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Form nimble agile teams

Focus on the agile team With agile, it’s easy to talk about processes, ceremonies, and workflows. But it’s also easy to lose sight of the team. In this article, we'll explore the dynamics of forming nimble agile teams and how to configure JIRA to support multiple teams. Plus, you'll learn additional tips from the JIRA team on how to optimize work across a set of teams. Teams of people are the lifeblood of any organization. Effective teams deliver well, but unoptimized teams affect developer

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