from go to whoa: how to make a difference with jira service desk

From Go to Whoa How to make a difference with JIRA

Service Desk

GREG WARNER• LEAD, ENGINEERING TOOLS • BAE SYSTEMS • @SABRE1817

Agenda W h e r e w e w e r e

W h a t w e d i d

W h a t w e w o u l d i m p r o v e

R e s u l t s

$85,000 Yearly license cost

Does this sound like you?

Photo: https://www.flickr.com/photos/mcgraths/818268767

So we went to market

“It will be expensive to change the

ticketing system”

“The system isn’t broken”

“What are our requirements?”

Trusted Innovative Bold

Your role is to provide the best outcome.

How hard can it be?

What do you really need?

5 Sprints

Market the change.

Department Champions You can’t get to everyone.

Demonstrate Early Give people access to feel and touch it.

Use the system early Use the system to elicit feedback so agents get a feel for the customer experience.

What went well?

Brief HR more often HR is not a project based department.

Brief I.T. on features I.T. want to know which feature is in each sprint.

Automated testing You will need testing in place or you will impact the organization.

What about next time?

Go-live date Make your go-live date BEFORE training.

Consistent statuses Use consistent statuses across I.T. and HR to prevent customer confusion.

Confirm HR use cases Have HR demonstrate what they mean.

What about next time? (cont.)

Single Sign On is Important Reduce friction for your customers

Change Control Remove customer confusion

Continuous Improvement Now make small continuous gains

What else is important?

4700 End users

250 agents

3 weeks Complete transition

30,000 Service Requests Fulfilled

Since July

Thank F*** , so much easier to do business!

with you guys now!“

”

We are set up for an improvement in our service delivery that couldn’t be achieved before!

“ ”

$105,000 Total implementation cost.

0 The number of extra people

we had to employ.

$200 Total yearly ongoing agent cost.

The Australian Service Desk has halved its size in the last 2 years yet has maintained service resolution times and increased customer satisfaction.!

“ ”

GREG WARNER• LEAD, ENGINEERING TOOLS • BAE SYSTEMS • @SABRE1817

Thank you!