JIRA Service Desk Workshop 2015 - GLiNTECH
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Discover how to get the most out of JIRA Service Desk. In this workshop, GLiNTECH experts will show you what the best practices around JIRA service desk within your organisation are. With Service Desk you can... Submit requests quickly using the intuitive customer portal Connect your Service Desk to the knowledge base in --Confluence Use recommended articles to get answers before questions are even raised Set up new Knowledge Bases Use out of the box SLAs - or configure your own Measure time to first response, time to resolution and time waiting for support Create SLA targets for different issue types using JQL Transform your customer requests directly into JIRA issues Use JQL to easily configure your queues Automate the prioritisation of your requests Make use of real-time reporting Customise the look and feel Speak to a GLiNTECH Expert to ask how we can help (02) 9299 3999 or email sales@glintech.com or visit our website at www.glintech.com
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JIRA Service Desk Workshop 2015 - GLiNTECH
- 1. GLiNTECH Atlassian Platinum Experts JIRA Service Desk
- 2. AGENDA Page 2 ▪ Introductions „ Restrooms „ Wi-Fi „ Phones „ Room Temperature „ Attendee’s ▪ GLiNTECH Overview ▪ Our Customers ▪ JIRA Service Desk „ Overview „ Best Practice ▪ JIRA Service Desk Customer Story ▪ Demo ▪ JIRA Service Desk Product Manager (Guest Appearance) ▪ Q & A
- 3. Andrew Johnstone, Account Manager ▪ Born in Camotes (Sweet Potato Islands) ▪ 7 years experience in a Help Desk environment ▪ 5 Years with GLiNTECH ▪ Manage Atlassian, Red Hat and IBM Inquiries: „ Licensing „ Upgrades „ Consolidation „ Resourcing „ Training ▪ Certified Scrum Master ▪ Captain Indoor Soccer Team- Agile Feat Page 3
- 4. GLINTECH Company Background ▪ Established in 2000 ▪ Atlassian experience since 2003 ▪ Atlassian Add-ons developed in house: • Terms and Conditions Add-on for Confluence • WebSphere Application Server Tasks for Bamboo ▪ Key Pillars: „ Software Development „ Online Solutions (Mobile + Web) „ SOA + Integration „ Business Process Management ▪ Relentless focus on emerging technologies and methods ▪ Attained Various Industry Awards (IBM & Atlassian Awards) ▪ Co-Sponsor Atlassian User Groups and Atlassian Events ▪ Present and Sponsor at Scrum Australia and Agile Australia Page 4
- 5. Gartner Magic Quadrant for IT Service Support Management Tools 2013 Page 7
- 6. Gartner Magic Quadrant for IT Service Support Management Tools 2014 Page 8
- 7. Gartner Magic Quadrant for IT Service Support Management Tools 2015?? Page 9 ??
- 8. Page 10
- 9. 40% of JIRA’s 50,000 customers use it as an internal IT service desk. Page 11
- 10. Page 12
- 11. Best Practice Tip #1: Page 13
- 13. Best Practice Tip #2: Page 15
- 15. Best Practice Tip #3: Page 10 Customers aren’t ALWAYS right… But they do need to be treated as PRIORITY.
- 17. Best Practice Tip #4: Page 19 ...Get rid of any bottlenecks.
- 19. Best Practice Tip #5: Page 21 “ STRIVE FOR CONTINUOUS IMPROVEMENT, INSTEAD OF PERFECTION.” - KIM COLLINS
- 21. JIRA SERVICE DESK Simple and intuitive customer interface Flexible and comprehensive SLA management Customisable and Automated Queues Real-time reporting applied to track business metrics JIRA Service Desk combines an intuitive user experience with powerful SLA management, real-time reporting and Confluence integration. Knowledge Base and Self Service Portal Page 23
- 22. New features for v2.5 ▪Automation (Robots!) ▪Mobile friendly ▪Create more in-depth reports ▪Live queue updates ▪Automation rule components ▪Enhanced branding options for your customer portals *JIRA Service Desk 2.5 is compatible with JIRA 6.4 or above. Page 24
- 23. Types of Users Page 25 Users JIRA Service Desk License JIRA User License Information Customers No No Your customers can submit requests with the Customer Portal once logged in. They can also create requests by sending emails to your inbox if you enable the email channel. They do not count towards your JIRA Service Desk license or JIRA license. • Agents • Service desk administrators Yes Yes Agents are users that work on customer requests and communicate with customers. Service desk administrators are agents with administrative privileges. When you add a new agent to JIRA Service Desk, the new agent is added to the service-desk- agents group automatically. By default, this group is assigned with the JIRA Service Desk agent access global permission and therefore counts towards your JIRA Service Desk license. Collaborators No Yes If you have other users who help your service team resolving tickets and do not communicate with your customers directly, you can purchase JIRA user license seats for them. These users are collaborators in JIRA Service Desk. For example, you can purchase JIRA user license seats for managers who approve purchase requests, or developers who help support staff analyze bugs.
- 24. Customer Customers are users who create support requests for JIRA Service Desk Agents to manage and resolve. Customers have access to the Customer Portal; they do not have access to the service desk interface in JIRA used by the service team. Customers can: ▪ Create requests and track their own requests ▪ Add public comments to their own requests ▪ Add attachments to their own requests * Customers do not consume JIRA Service Desk licenses or JIRA user licenses. Page 26
- 25. Agents are users that work on customer requests and communicate with customers. Customers create requests and these requests appear as issues in JIRA for agents to work on. Agents can: ▪ Access both the Customer Portal and the service desk interface in JIRA ▪ View the Customer Portal, queues, reports and SLA metrics for the service desks they have access to ▪ Access and edit issues in the service desks they are assigned to ▪ Add, edit and delete customer-facing and private comments to issues ▪ Manage content in the knowledge base * An agent consumes one JIRA Service Desk license and one JIRA license. Page 27 Agents
- 26. Administrators Administrators are users with administrative rights for a service desk. In addition to what agents can do, administrators can also: ▪ Add agents, collaborators and customers to a service desk ▪ Remove agents, collaborators and customers agents from a service desk ▪ Configure request types and the Customer Portal ▪ Create and edit reports ▪ Create SLAs for measuring progress ▪ Connect a Confluence knowledge base to a service desk ▪ Configure the email channel a service desk * An administrator consumes one JIRA Service Desk license and one JIRA license. Page 28
- 27. Collaborators Collaborators are users that occasionally assist agents with customer requests by making internal comments. For example, developers help support staff analyse a bug and add a comment that explains the cause and any workaround available. Collaborators don't have access to the service desk interface (e.g. queues, reports and SLAs) and service desk projects appear as JIRA projects to them. They cannot work on issues, for example, logging work or transitioning issues. *A collaborator consumes one JIRA user license. Page 29 Collaborators can: • View issues, comments and attachments • Add and delete their own attachments • Add and delete their own internal comments • Watch and vote for issues Collaborators cannot: • Be assigned to issues • Log work on and transition issues • Comment externally to customers • View the service desk interface (e.g. queues, reports)
- 28. JIRA Service Desk Customer Story- Twitter At Twitter, there used to be something called the "Black Hole." When service request volume skyrocketed, new requests seemed like they were flowing into the void–perhaps never to be seen again. The Solution: Twitter needed something that was intuitive for their employees, easy to set up, and could scale with the business. JIRA Service Desk was a natural fit. Key takeaways: ▪ Twitter's total employees grew by 300% over two years with only 14 agents; needed a solution to scale support ▪ After implementation there was an 80% adoption rate ▪ Reduced email support from 95% email support to 15% email support ▪ Twitter has implemented JIRA Service Desk to over 100 Service Desks and teams outside of IT, including human resources, procurement, and facilities teams Page 30
- 29. DEMO Page 31
- 30. Q&A - Discussion Page 32
- 31. LICENSING - Why Choose GLiNTECH? Atlassian Licensing Why choose GLiNTECH for your Atlassian Licensing? • We’re a certified Atlassian Enterprise Expert • Based in Sydney, we offer Australia-wide service • Our licensing covers the entire Atlassian product suite including JIRA, Confluence, JIRA Agile, Service Desk, Bamboo, Stash and Marketplace add-ons • We provide a complete view of all licences held by your organisation which helps you manage planning, consolidation and growth • Anniversary alignment and preferred payment options Page 33
- 32. THANKING YOU Andrew Johnstone e: andrew.johnstone@glintech.com p: (02) 9299 3999 Page 34
Editor's Notes
- 40% of JIRA’s 22,000 customers use it for internal IT service desk Built on top of JIRA => no need to learn a whole new product, you have one user base to deal with, you don't have to deal with clumsy integrations. Has the best integration with JIRA and Atlassian development tools Easy to turn on JIRA Service Desk with the Universal Plugin Manager You keep all your JIRA customisations Available behind the firewall AND OnDemand (no competitor has this, most competitors are SaaS.
- 40% of JIRA’s 22,000 customers use it for internal IT service desk Built on top of JIRA => no need to learn a whole new product, you have one user base to deal with, you don't have to deal with clumsy integrations. Has the best integration with JIRA and Atlassian development tools Easy to turn on JIRA Service Desk with the Universal Plugin Manager You keep all your JIRA customisations Available behind the firewall AND OnDemand (no competitor has this, most competitors are SaaS.
- 40% of JIRA’s 22,000 customers use it for internal IT service desk Built on top of JIRA => no need to learn a whole new product, you have one user base to deal with, you don't have to deal with clumsy integrations. Has the best integration with JIRA and Atlassian development tools Easy to turn on JIRA Service Desk with the Universal Plugin Manager You keep all your JIRA customisations Available behind the firewall AND OnDemand (no competitor has this, most competitors are SaaS.
- Atlassian designed Service Desk from the perspective of ‘every request starts with a customer’, so they’ve placed a lot of importance on the interface. It’s an extremely simple, clean and intuitive portal Forms are easy to create Customers get to use language that’s natural to them The calls-to-action are clear and simple All of this means the customer gets the help they need quickly and easily
- 40% of JIRA’s 22,000 customers use it for internal IT service desk Built on top of JIRA => no need to learn a whole new product, you have one user base to deal with, you don't have to deal with clumsy integrations. Has the best integration with JIRA and Atlassian development tools Easy to turn on JIRA Service Desk with the Universal Plugin Manager You keep all your JIRA customisations Available behind the firewall AND OnDemand (no competitor has this, most competitors are SaaS.
- Service Desk makes it easier to ask for help Customers/users are presented only with the information they need – nothing more Everyone gets to speak their own language e.g. IT teams might use technical jargon whereas others can just use plain language Clean interface of the customer portal ensures it’s simple to use
- Service Desk gives you clear visibility of SLA priorities making it easy to serve the customers that need the most help first The rules engine automatically applies SLA targets as requests enter the queue SLA information is displayed in queues AND in the issue details, meaning SLAs are always in front of you
- Use the flexibility of JQL to make sure everyone’s working on the right requests at the right time (automatic divide and conquer) It means there’s no more manual triage or manual prioritisation
- 40% of JIRA’s 22,000 customers use it for internal IT service desk Built on top of JIRA => no need to learn a whole new product, you have one user base to deal with, you don't have to deal with clumsy integrations. Has the best integration with JIRA and Atlassian development tools Easy to turn on JIRA Service Desk with the Universal Plugin Manager You keep all your JIRA customisations Available behind the firewall AND OnDemand (no competitor has this, most competitors are SaaS.
- When things get measured, they get improved Service Desk lets you assess progress and performance in real-time, increasing your – and your team’s – visibility You can also apply your SLA metrics retroactively by looking at previous trends to see where problems or bottlenecks occurred. This is available even if you’ve been servicing requests for a year or more
- JIRA Service Desk comes with out of the box queues, request types, report, workflow and more. Very simple and intuitive customer interface Most flexible Service Level Agreement (SLA) management in the market. Customizable queues which map to the way your service team works - powered by the flexibility of JQL Sleek real-time reports that can be retroactively applied to track different time/issue metrics – means you can slice and dice using JQL Integration with Confluence as a knowledge base to automatically suggest solutions to the end user and help them self-service Extremely powerful and flexible back end (admin interface, roles, permissions, workflows, extensibility, etc.)
- JIRA Service Desk comes with out of the box queues, request types, report, workflow and more. Very simple and intuitive customer interface Most flexible Service Level Agreement (SLA) management in the market. Customizable queues which map to the way your service team works - powered by the flexibility of JQL Sleek real-time reports that can be retroactively applied to track different time/issue metrics – means you can slice and dice using JQL Integration with Confluence as a knowledge base to automatically suggest solutions to the end user and help them self-service Extremely powerful and flexible back end (admin interface, roles, permissions, workflows, extensibility, etc.)
- JIRA Service Desk comes with out of the box queues, request types, report, workflow and more. Very simple and intuitive customer interface Most flexible Service Level Agreement (SLA) management in the market. Customizable queues which map to the way your service team works - powered by the flexibility of JQL Sleek real-time reports that can be retroactively applied to track different time/issue metrics – means you can slice and dice using JQL Integration with Confluence as a knowledge base to automatically suggest solutions to the end user and help them self-service Extremely powerful and flexible back end (admin interface, roles, permissions, workflows, extensibility, etc.)
- JIRA Service Desk comes with out of the box queues, request types, report, workflow and more. Very simple and intuitive customer interface Most flexible Service Level Agreement (SLA) management in the market. Customizable queues which map to the way your service team works - powered by the flexibility of JQL Sleek real-time reports that can be retroactively applied to track different time/issue metrics – means you can slice and dice using JQL Integration with Confluence as a knowledge base to automatically suggest solutions to the end user and help them self-service Extremely powerful and flexible back end (admin interface, roles, permissions, workflows, extensibility, etc.)
- JIRA Service Desk comes with out of the box queues, request types, report, workflow and more. Very simple and intuitive customer interface Most flexible Service Level Agreement (SLA) management in the market. Customizable queues which map to the way your service team works - powered by the flexibility of JQL Sleek real-time reports that can be retroactively applied to track different time/issue metrics – means you can slice and dice using JQL Integration with Confluence as a knowledge base to automatically suggest solutions to the end user and help them self-service Extremely powerful and flexible back end (admin interface, roles, permissions, workflows, extensibility, etc.)
- JIRA Service Desk comes with out of the box queues, request types, report, workflow and more. Very simple and intuitive customer interface Most flexible Service Level Agreement (SLA) management in the market. Customizable queues which map to the way your service team works - powered by the flexibility of JQL Sleek real-time reports that can be retroactively applied to track different time/issue metrics – means you can slice and dice using JQL Integration with Confluence as a knowledge base to automatically suggest solutions to the end user and help them self-service Extremely powerful and flexible back end (admin interface, roles, permissions, workflows, extensibility, etc.)
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