New Markets State of the Union
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New Markets State of the Union

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New Markets State of the Union New Markets State of the Union Presentation Transcript

  • JIRA Service Desk DEEP DIVE SHIHAB HAMID • PRODUCT MANAGER • ATLASSIAN • @SHIHABHAMID
  • What is a service desk?
  • Can you help me out? YO U R C U S TO MERS Sure thing! YO U R TEA M
  • CUSTOMER PORTAL REPORTS QUEUES SLA
  • CUSTOMER PORTAL QUEUES SLA REPORTS
  • Do you use JIRA as a service desk?
  • 38%
  • ? How do they create a request?
  • Big point
  • Big point
  • Big point
  • Big point
  • Big point
  • “ ...I set up JIRA to model my process, and still my users are bypassing the system... SOME CUSTOMER ”
  • Customer Portal
  • CUSTOMER PORTAL Simple and intuitive • A simple and intuitive experience to create and track their requests
  • CUSTOMER PORTAL Core concepts ISSUE TYPES REQUESTS TYPES
  • CUSTOMER PORTAL Out of the box
  • CUSTOMER PORTAL Out of the box
  • Keyboard replacements are common
  • Big point
  • Let’s collect some information
  • Big point
  • Big point
  • Speak your customers’ language
  • Big point
  • Big point
  • Big point
  • Request types are issue type templates
  • Big point
  • Big point
  • Big point
  • Status re-mapping
  • Big point
  • Big point
  • Notifications
  • Big point
  • Customer Portal Simple and intuitive Control information Smart notifications
  • CUSTOMER PORTAL QUEUES
  • Queues
  • QUEUES Focus your team • Organize issues into streams of prioritized work
  • QUEUES Core concepts • A queue lets you define • what issues are shown using JQL • the columns that are displayed • the priority of issues through ordering
  • Big point
  • How should you design your queues?
  • QUEUES Match your workflow
  • QUEUES Split by specialization
  • QUEUES Hybrid queues
  • QUEUES Hybrid queues ISSUE TRIAGE DESKTOP SUPPORT SYS ADMIN & OPS PROCUREMENT
  • QUEUES Prioritization • Order tickets by • Created date • Due date • Priority or severity
  • Service Level Agreements
  • SLA Measurable goals • An SLA is a goal for your team and an expectation for your customers
  • SLA Core concepts • An SLA has two parts • A time metric defines how to measure time • A goal is a target time for the metric for a set of issues + = SLA
  • SLA Quick example • Critical and blocker issues need to be resolved within 24 hours • All other issues need to be resolved within 3 days +
  • SLA Time to resolution UNTRIAGED (Issue Created) WAITING FOR SUPPORT RESOLVED (Resolution Set) START STOP Is s ue C reat ed Res olution Set
  • How does SLA help prioritization?
  • • Level One • Level Two • Level Two • Level Two • Level One
  • Reality is a bit more complicated
  • SLA Time to resolution UNTRIAGED (Issue WAITING FOR SUPPORT RESOLVED (Resolution START STOP Is s ue C reat ed Res olution Set
  • SLA Time to resolution UNTRIAGED (Issue WAITING FOR SUPPORT WAITING FOR CUSTOMER WAITING FOR SUPPORT RESOLVED (Resolution START PAUSE STOP Is s ue Wait ing for Res olution C reat ed C us t omer Set
  • Resolve or respond?
  • SLA Time to response UNTRIAGED (Issue WAITING FOR SUPPORT WAITING FOR CUSTOMER WAITING FOR SUPPORT RESOLVED (Resolution
  • SLA Time to response UNTRIAGED (Issue WAITING FOR SUPPORT WAITING FOR CUSTOMER WAITING FOR SUPPORT WAITING FOR CUSTOMER WAITING FOR SUPPORT WAITING FOR CUSTOMER WAITING FOR SUPPORT RESOLVED (Resolution
  • SLA cycles in action
  • SLA Measure what matters • Time to triage • Time to assign an issue • Time to first response • Time between comments • Time awaiting approval • Time for vendor to supply goods
  • SLA How are you doing? • Issue level
  • SLA How are you doing? • Aggregate level
  • SLA Querying for SLA • What issues are about to breach SLA? “Time to resolution” <= 1h
  • SLA Querying for SLA • How many issues did I breach in the last week? “Time to resolution” = breached( )
  • Reports
  • REPORTS Measure and improve • Visualize performance to identify bottlenecks and optimize your process
  • REPORTS Core concepts • A report has 1 or more series • A series plots a metric over time • A metric can be a volume-based on timebased • A series can be filtered using JQL
  • REPORTS Incoming issues
  • REPORTS Incoming issues
  • REPORTS Incoming issues
  • REPORTS Incoming issues
  • REPORTS Team workload
  • How do you report on time metrics?
  • REPORTS Time metrics
  • REPORTS Response and resolution
  • REPORTS Responsiveness
  • REPORTS SLA Reports
  • CUSTOMER PORTAL REPORTS QUEUES SLA
  • ?
  • Knowledge Base
  • KNOWLEDGE BASE Self-service desk • Reduce the number of tickets your team has to deal with by helping customers help themselves
  • KNOWLEDGE BASE Core concepts • A service desk can be connected to a KB space in Confluence • A knowledge article is a page in the KB space
  • KNOWLEDGE BASE Confluence Blueprints
  • KNOWLEDGE BASE Connecting with KB
  • KNOWLEDGE BASE Searching for solutions
  • Search or suggest?
  • Big point
  • How do you capture knowledge?
  • • Level One • Level Two • Level Two • Level Two • Level One
  • Page title here • Level One • Level Two • Level Two • Level Two • Level One
  • CUSTOMER PORTAL REPORTS QUEUES SLA
  • How do I get started?
  • Big point
  • Big point
  • Big point
  • Big point
  • Get it now!
  • Rate this Talk New Markets State of the Union Text code below to 22333 or visit http://bit.ly/15BILek MEH = 3W NO T BA D = 3X P R ET T Y GO O D = 3Z A WES O ME = 40 To join this session, send text 136888 to