JCN Conference 2015

2. Containerships Service Desk
How Containerships saves costs with JIRA Service Desk
9-Oct-15 www.ambientia.;i

3. • Sea, road, rail, river container transportation
• Vessels, trucks, containers, terminals
• 600 people, geographically distributed to 21
countries
• Baltic and North Sea Service
• Russia, Baltic, Europe, UK, Ireland
• Intra-Mediterranean Service
• North Africa, Mediterranean
• 45 years in the business
9-Oct-15 www.ambientia.;i

4. Atlassian tools & Add-ons
JIRA
Used for
• Software development
• Project & task management
• Support (service desk)
Major add-ons
• JIRA Agile
• JIRA Service Desk
• Tempo Timesheets
9-Oct-15 www.ambientia.;i
Confluence
Used as an
• Intranet
• Team work spaces
Major add-ons
• Refined Wiki Original Theme
• Team Calendars
• User Profiles
Powered by

5. Takeaways
1. Reduced costs
2. Workload sharing in a distributed
team
3. Visibility and reporting
4. Much more than IT service desk
9-Oct-15 www.ambientia.;i

6. Introduce SD gradually
Old email support channel
Manual email-to-sd processing
SD access from the new intranet
Business Apps & Quality Incidents
HR Requests etc.
9-Oct-15 www.ambientia.;i

7. Introduce SD gradually
Old email support channel
Manual email-to-sd processing
SD access from the new intranet
Business Apps & Quality Incidents
HR Requests etc.
9-Oct-15 www.ambientia.;i

8. Introduce SD gradually
Old email support channel
Manual email-to-sd processing
SD access from the new intranet
Business Apps & Quality Incidents
HR Requests etc.
9-Oct-15 www.ambientia.;i

9. Introduce SD gradually
Old email support channel
Manual email-to-sd processing
SD access from the new intranet
Business Apps & Quality Incidents
HR Requests etc.
9-Oct-15 www.ambientia.;i

10. Introduce SD gradually
Old email support channel
Manual email-to-sd processing
SD access from the new intranet
Business Apps & Quality Incidents
HR Requests etc.
9-Oct-15 www.ambientia.;i

11. 9-Oct-15 www.ambientia.;i
Easy access through the
Intranet
Responsive – works well
on mobile devices

12. Reduction in costs
• Better co-operation among SD agents
• Better visibility, less hassle, less time wasted
• Productivity gains
• Previously 1st level support had been outsourced
to an external service company
• Now, with JIRA Service Desk, everything is
handled in-house with the same distributed
internal support team
• Better support with less costs
9-Oct-15 www.ambientia.;i

13. For the team
• One "inbox" for the support team
• All requests are tracked with SD
• Channels
• phone, email, intranet/portal, face-to-face
• Added visibility
• Who's doing what
• Visible targets – SLAs
• Who's really busy, who can help or take over
• Communication with customers
9-Oct-15 www.ambientia.;i

14. For management
• "How are we doing?"
• Current status of the support function
• Queue sizes based on country, site, request type
• "How can we become even better?"
• Planning and enhancements
• Where (at which offices) are support team members
needed the most?
• Change request types, introduce new fields
• "Are we going to the right direction?"
• Performance metrics
• Country, site, request type, agent
9-Oct-15 www.ambientia.;i

15. Not only IT Service Desk!
• Company central support function
• for reporting and solving problems people face in their
daily work – an enabler
• In addition to IT requests, there are already
• Business Apps support
• Quality Incident reporting
• Next up
• HR Requests
• All kinds of business processes
9-Oct-15 www.ambientia.;i

16. Tomi Kallio
9-Oct-15 www.ambientia.;i
tomi.kallio@ambientia.fi
+358 40 7492051
@tomi_kallio
https://fi.linkedin.com/in/tomikall
Thank you!

17. What other kinds of services or
processes could be managed by
JIRA ServiceDesk?
9-Oct-15 www.ambientia.;i
Let’s talk!