jira service desk workshop 2015 - glintech
TRANSCRIPT
GLiNTECH
Atlassian Platinum Experts
JIRA Service Desk
AGENDA
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▪ 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
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
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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
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Gartner Magic Quadrant for IT Service
Support Management Tools 2013
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Gartner Magic Quadrant for IT Service
Support Management Tools 2014
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Gartner Magic Quadrant for IT Service
Support Management Tools 2015??
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??
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40% of JIRA’s 50,000 customers use it as an internal IT service desk.
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Best Practice Tip #1:
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User experience
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Best Practice Tip #2:
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Intuitive Interface
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Best Practice Tip #3:
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Customers aren’t ALWAYS right… But they do need to be treated as PRIORITY.
SLA visibility
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Best Practice Tip #4:
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...Get rid of any bottlenecks.
Customisable queues
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Best Practice Tip #5:
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“ STRIVE FOR CONTINUOUS IMPROVEMENT, INSTEAD OF PERFECTION.” - KIM COLLINS
Real-time performance
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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
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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.
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Types of Users
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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.
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.
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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.
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Agents
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.
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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.
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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)
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
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DEMO
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Q&A - Discussion
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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
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