Announcement Resources

[Cathy]

Hi,

We are looking to roll out Jira Service desk & Confluence to our entire business as our new service desk tool and KB later this year.  We would like to send out some staggered internal comms to our business between now and then, to start communicating that this is on the roadmap, a few follow ups and a presentation to start building awareness and excitement that the change is coming, and that it's a good thing!  

Do you have any resources, materials that would be available to us to help with this? 

Many thanks,

Cathy 

[Sachin · Accepted solution]

Hello @Cathy , can you confirm if you are on cloud or server. I ask cause your tag says "Cloud". However, the cloud version is always on latest versions, which means you don't have to upgrade.

If you want to upgrade server JIRA Service Desk / Confluence version, you should start looking at the release notes which talks about the new feature and highlights -

- Confluence 7.6 Release Notes 
- Confluence 7.5 Release Notes 
- Confluence 7.4 Release Notes 

If you are on Confluence 6.x and going to Confluence 7.x, I would go through all the release notes after 6.x version and note down the main features which would benefit the customers and add them to the presentation. Same goes to Jira Service Desk.

• Jira
• Confluence

- Jira Service Desk Release Notes 

Also, Announcement Banner is the easy way to let users know about the upcoming upgrade.

Note: If possible provide users with a Sandbox (test environment) to play around with the upgraded environment to collect any feedback.

[Cathy]

Thanks so much for your response Sanchin.  I'm afraid that the way that I worded my question was a bit confusing and misleading.  I meant that we are rolling out Jira as entirely new service desk to our business users.  We currently use Freshservice, and so we will be launching Jira SD Cloud as new tool.  So I was wondering if there were any resources available to help with promotional comms and presentations to put across the benefits of Jira SD which will generate some excitement about the move :)

[Sachin]

ah no worries @Cathy . If use confluence, I would start with setting up some KB articles which would compare Freshservice and JSD while providing them some helpful resources on how to navigate inside JSD and whom to reach out for support and other fun stuff. But, if you really want your users to be excited about JSD you can start with doing a nice little presentation, like a user group session with your users.

Create a nice little documentation which will be a one-stop shop for all your Jira Service Desk on-boarding or refresh needs! Where users will find self-paced training directions & materials along with testing environments (if any available) for continually practice and to try new features. Also, create JSD Best Practices and Standardization, so that users won't get confused on how to do something.

Here are some helpful resources -

https://www.atlassian.com/blog/jira-service-desk/top-5-reasons-choose-jira-service-desk-competition
https://www.atlassian.com/blog/jira-service-desk/jira-service-desk-3-built-service-teams
https://www.atlassian.com/itsm/service-request-management/help-desk
https://www.atlassian.com/itsm/service-request-management/how-to-build-a-service-desk
https://www.atlassian.com/blog/search/jira+service+desk?

[Cathy]

Thanks so much for your help @Sachin :)