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 pr...
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 met...
SLA

Quick example
• Critical and blocker issues need to be resolved
within 24 hours
• All other issues need to be resolve...
SLA

Time to resolution

UNTRIAGED
(Issue Created)

WAITING FOR
SUPPORT

RESOLVED
(Resolution Set)

START

STOP

Is s ue C...
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 ...
SLA

Time to resolution

UNTRIAGED
(Issue

WAITING FOR
SUPPORT

WAITING FOR
CUSTOMER

WAITING FOR
SUPPORT

RESOLVED
(Resol...
Resolve or respond?
SLA

Time to response

UNTRIAGED
(Issue

WAITING FOR
SUPPORT

WAITING FOR
CUSTOMER

WAITING FOR
SUPPORT

RESOLVED
(Resolut...
SLA

Time to response
UNTRIAGED
(Issue

WAITING FOR
SUPPORT

WAITING FOR
CUSTOMER

WAITING FOR
SUPPORT

WAITING FOR
CUSTOM...
SLA cycles in action
SLA

Measure what matters
• Time to triage
• Time to assign an issue
• Time to first response
• Time between comments
• Tim...
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-base...
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 them...
KNOWLEDGE BASE

Core concepts
• A service desk can be connected to a KB space
in Confluence
• A knowledge article is a page...
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 =...
New Markets State of the Union
New Markets State of the Union
New Markets State of the Union
New Markets State of the Union
New Markets State of the Union
New Markets State of the Union
New Markets State of the Union
New Markets State of the Union
New Markets State of the Union
New Markets State of the Union
New Markets State of the Union
New Markets State of the Union
New Markets State of the Union
New Markets State of the Union
New Markets State of the Union
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New Markets State of the Union

  1. 1. JIRA Service Desk DEEP DIVE SHIHAB HAMID • PRODUCT MANAGER • ATLASSIAN • @SHIHABHAMID
  2. 2. What is a service desk?
  3. 3. Can you help me out? YO U R C U S TO MERS Sure thing! YO U R TEA M
  4. 4. CUSTOMER PORTAL REPORTS QUEUES SLA
  5. 5. CUSTOMER PORTAL QUEUES SLA REPORTS
  6. 6. Do you use JIRA as a service desk?
  7. 7. 38%
  8. 8. ? How do they create a request?
  9. 9. Big point
  10. 10. Big point
  11. 11. Big point
  12. 12. Big point
  13. 13. Big point
  14. 14. “ ...I set up JIRA to model my process, and still my users are bypassing the system... SOME CUSTOMER ”
  15. 15. Customer Portal
  16. 16. CUSTOMER PORTAL Simple and intuitive • A simple and intuitive experience to create and track their requests
  17. 17. CUSTOMER PORTAL Core concepts ISSUE TYPES REQUESTS TYPES
  18. 18. CUSTOMER PORTAL Out of the box
  19. 19. CUSTOMER PORTAL Out of the box
  20. 20. Keyboard replacements are common
  21. 21. Big point
  22. 22. Let’s collect some information
  23. 23. Big point
  24. 24. Big point
  25. 25. Speak your customers’ language
  26. 26. Big point
  27. 27. Big point
  28. 28. Big point
  29. 29. Request types are issue type templates
  30. 30. Big point
  31. 31. Big point
  32. 32. Big point
  33. 33. Status re-mapping
  34. 34. Big point
  35. 35. Big point
  36. 36. Notifications
  37. 37. Big point
  38. 38. Customer Portal Simple and intuitive Control information Smart notifications
  39. 39. CUSTOMER PORTAL QUEUES
  40. 40. Queues
  41. 41. QUEUES Focus your team • Organize issues into streams of prioritized work
  42. 42. 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
  43. 43. Big point
  44. 44. How should you design your queues?
  45. 45. QUEUES Match your workflow
  46. 46. QUEUES Split by specialization
  47. 47. QUEUES Hybrid queues
  48. 48. QUEUES Hybrid queues ISSUE TRIAGE DESKTOP SUPPORT SYS ADMIN & OPS PROCUREMENT
  49. 49. QUEUES Prioritization • Order tickets by • Created date • Due date • Priority or severity
  50. 50. Service Level Agreements
  51. 51. SLA Measurable goals • An SLA is a goal for your team and an expectation for your customers
  52. 52. 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
  53. 53. SLA Quick example • Critical and blocker issues need to be resolved within 24 hours • All other issues need to be resolved within 3 days +
  54. 54. SLA Time to resolution UNTRIAGED (Issue Created) WAITING FOR SUPPORT RESOLVED (Resolution Set) START STOP Is s ue C reat ed Res olution Set
  55. 55. How does SLA help prioritization?
  56. 56. • Level One • Level Two • Level Two • Level Two • Level One
  57. 57. Reality is a bit more complicated
  58. 58. SLA Time to resolution UNTRIAGED (Issue WAITING FOR SUPPORT RESOLVED (Resolution START STOP Is s ue C reat ed Res olution Set
  59. 59. 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
  60. 60. Resolve or respond?
  61. 61. SLA Time to response UNTRIAGED (Issue WAITING FOR SUPPORT WAITING FOR CUSTOMER WAITING FOR SUPPORT RESOLVED (Resolution
  62. 62. 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
  63. 63. SLA cycles in action
  64. 64. 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
  65. 65. SLA How are you doing? • Issue level
  66. 66. SLA How are you doing? • Aggregate level
  67. 67. SLA Querying for SLA • What issues are about to breach SLA? “Time to resolution” <= 1h
  68. 68. SLA Querying for SLA • How many issues did I breach in the last week? “Time to resolution” = breached( )
  69. 69. Reports
  70. 70. REPORTS Measure and improve • Visualize performance to identify bottlenecks and optimize your process
  71. 71. 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
  72. 72. REPORTS Incoming issues
  73. 73. REPORTS Incoming issues
  74. 74. REPORTS Incoming issues
  75. 75. REPORTS Incoming issues
  76. 76. REPORTS Team workload
  77. 77. How do you report on time metrics?
  78. 78. REPORTS Time metrics
  79. 79. REPORTS Response and resolution
  80. 80. REPORTS Responsiveness
  81. 81. REPORTS SLA Reports
  82. 82. CUSTOMER PORTAL REPORTS QUEUES SLA
  83. 83. ?
  84. 84. Knowledge Base
  85. 85. KNOWLEDGE BASE Self-service desk • Reduce the number of tickets your team has to deal with by helping customers help themselves
  86. 86. 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
  87. 87. KNOWLEDGE BASE Confluence Blueprints
  88. 88. KNOWLEDGE BASE Connecting with KB
  89. 89. KNOWLEDGE BASE Searching for solutions
  90. 90. Search or suggest?
  91. 91. Big point
  92. 92. How do you capture knowledge?
  93. 93. • Level One • Level Two • Level Two • Level Two • Level One
  94. 94. Page title here • Level One • Level Two • Level Two • Level Two • Level One
  95. 95. CUSTOMER PORTAL REPORTS QUEUES SLA
  96. 96. How do I get started?
  97. 97. Big point
  98. 98. Big point
  99. 99. Big point
  100. 100. Big point
  101. 101. Get it now!
  102. 102. 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

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