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For those not familiar with the HDI Conference, HDI is the premier IT service and technical support conference in the ITSM industry. This year’s conference was hosted by Mandalay Bay Resort in Las Vegas. The Isos Team was asked to co-host a conference booth with Atlassian in support of Jira Service Management. After three days of booth conversations, surveys, and demos, we certainly learned a lot about the conference attendees and ITSM market. Below I’ll recap some of the numbers from our booth survey along with our team's observations about the market, specifically around Jira Service Desk.

By the Numbers

Most conference booths are set up with a badge scanner, a team of product engineers and of course the sales team. But the Atlassian booth was a bit different this year. Yes, we had the product engineers and sales folks, but we also wanted to get more out of the conference than just scanned leads and sore feet. Atlassian and Isos wanted to learn more about the attendees and their companies. So, here are a few of the analytics we captured at the HDI conference from more than 500 attendees:

Size of Teams & Organizations

  • 18% of service desk teams (Agents) were 26-50 people in size.
  • 41% of companies were 1,001-10,000 employees

agent_size employee_size

Top Three Service Desk Priorities

  1. Knowledge Management
  2. Customer Satisfaction
  3. Implementing Self-Service


Top Three Most Important Metrics

  1. First Contact Resolution
  2. Time-to-First Response
  3. Time-to-Resolution


Jira Service Desk Observations

As for Jira Service Desk (JSD) specifically, we found that we could classify an attendee's knowledge of the JSD solution in one of the following three categories:

JI-what? Never heard of it.

These attendees had never heard of Jira, Confluence, nor Atlassian. The conversations typically started out with a high-level discussion of Atlassian and their flagship products (Jira & Confluence) with JSD as the ITSM solution on top. In most cases, these conversations ended with a free t-shirt, although a few inquisitive attendees stuck around for more information.

Yeah, Jira. We have that.

These attendees recognized Jira and could even pronounce it correctly. They knew that their development team or some other department in their company used Jira, but they didn’t necessarily know about Jira Service Desk. These were the quality conversations. We were able to have foundational conversations around Jira (and Confluence) and then pull Jira Service Desk into the mix. The majority of these attendees could see the value in having their help desk systems deeply integrated with their existing business processes, which were already using Jira. These attendees still received a free t-shirt, but they also walked away understanding the value of Jira Service Desk.

We use Jira & Confluence. We need Jira Service Desk.

These attendees came to the booth with some purpose. Atlassian products were used throughout their organizations and they were looking to add Jira Service Desk to complete their ITSM offerings. Many of these organizations were using some other product or home grown application for ITSM, so the conversation focused on the transition and migration to JSD. Many also had some feature and functionality clarification question, but they definitely understood the deep ITSM integration story that JSD and Jira offered.
If you find yourself in one of the above categories and want to close the gap and advance your Jira Service Desk knowledge, you can check out these resources:

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