jira service desk for hr service management – the trade desk success story
TRANSCRIPT
SWATI JAIN | VP, PROFESSIONAL SERVICES | CPRIME
JIRA Service Desk for HR
Service Management The Trade Desk success story
DREW WEST | SR. DIRECTOR, GLOBAL SUPPORT AND BI | THE TRADE DESK
The history of oral storytelling developed
around a visual element – the dance of a fire.
This is still true today. Providing the proper
visual elements will unify and level-set your
audience for proper coherence.
Daniel Nanescu, quotefancy.com
Omnichannel digital
advertising platform
empowering global
advertisers.
THE TRADE DESK
Business Operations
- Trade Desk Employees
- Client Services
- External Trading Partners
~500+ users
Service Operations
- 10 Fulfilment Teams
- Global Application Support
- Information Technology
- PeopleOps
- DevOps
- Partner Management
- …
~125+ agents
Product Management Operations
- Product Management
- Engineering
~ 200+ users
How we collaborated Then!
Triage
Desk.com
Fix
Pivotal and Spreadsheets
Request
Billion transactions each day!
= Product Marketing and Engineering= Trader= Account Manager= Customer
FROM THE CLIENT TO SERVICE DESK – THEN
LEGEND
2010-2012
= Product Marketing and Engineering= Trader= Account Manager= Customer
FROM THE CLIENT TO SERVICE DESK – THEN
2010-2012 2012-2015
LEGEND
Fragmentation Disparate applications challenged
process continuity and organizational
scalability.
Pain Points
Fragmentation
Traceability Lack of consistency challenged
participant visibility and accountability.
Pain Points
Traceability
Analytics Lack of standardization challenged
objective understanding and decision
making ability.
Pain Points
Point 2
Analytics
How we Collaborate NOW!
Triage FixRequest
FROM THE CLIENT TO SERVICE DESK – NOW
2010-2012 2012-2015 2016…
= Product Marketing and Engineering= Trader= Account Manager= CustomerLEGEND
Success!
Connected teams streamlined on a single platform
using standardized processes.
Days for Concept to Delivery
Types of Request
People OpsOn boarding
Off boarding
SupportIncident
General
AssetInventory
Access
ProductFeature
Integrations
PEOPLE OPS
Onboarding
Requests
FragmentationBuilding Connected Teams
Connecting
Teams
Intake
Connecting
Teams
Intake
Cascading Drop-DownsDynamic data objects
Connecting
Teams
Intake
Triage
Connecting
Teams
Intake
Triage
Employee ObjectEmployee object stub created in Insights for
provisioning and auditability.
Connecting
Teams
Intake
TriageCMDBRules based mapping of fulfilment team and enterprise
applications.
Connecting
Teams
Intake
Triage
Spawn
Spawned RequestsAutomatic spawned requests for each individual application
request.
Connecting
Teams
Intake
Triage
Spawn
Connecting
Teams
Intake
Triage
SpawnCMDBApplication provisioning, approvers, request participants and
fulfilment teams automatically mapped.
Connecting
Teams
Intake
Triage
Spawn
Fulfill
Object LinkedAD Account created and main
request resolved
Connecting
Teams
Intake
Triage
Spawn
Fulfill
AutomationAutomatic routing for two-step
approval process on customer
portal.
Connecting
Teams
Intake
Triage
Spawn
Fulfill
Application ProvisionedApplication request assigned and resolved
TraceabilityImproved Visibility
Visibility
Dashboards
Metrics
CMDB
Audit
Visibility
Dashboards
Metrics
CMDB
Audit
Visibility
Dashboards
Metrics
CMDB
Audit
Visibility
Dashboards
Metrics
CMDB
Audit
Data ObjectEmployee object, all
related requests, all
related objects and
references.
Visibility
Dashboards
Metrics
CMDB
Audit
AnalyticsObjective Decision-Making
Analytics
ProvisioningAll provisions made for an asset/application.
High volume issue types
represent product
enhancement opportunities to
drive self-service customer
activity.
Issue Type Analysis
Remove repetitive
issue demand and
costs
Optimized Individual
and Team
Performance
Balance staffing
resource allocation to
meet business needs
Analytics
ProvisioningAll provisions made for an asset/application.
Identify training opportunities by
individual or across
teams/regions.
Time to Resolution
Analysis
Remove repetitive
issue demand and
costs
Optimized Individual
and Team
Performance
Balance staffing
resource allocation to
meet business needs
Analytics
ProvisioningAll provisions made for an asset/application.
Address high effort cases to
proactively plan for peak
demand.
Agent Effort
Analysis
Remove repetitive
issue demand and
costs
Optimized Individual
and Team
Performance
Balance staffing
resource allocation to
meet business needs
Customer Satisfaction Then
Customer Satisfaction Now
Make it a continuous
pursuit!
FINALE
Thank you!
SWATI JAIN | VP, PROFESSIONAL SERVICES | CPRIME
DREW WEST | SR. DIRECTOR, GLOBAL SUPPORT AND BI | THE TRADE DESK