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Atlassian ALM MeetUp Stockholm, 28th Nov 2013, Marko Saha's deep dive presentation about JIRA Service Desk.

Atlassian ALM MeetUp Stockholm, 28th Nov 2013, Marko Saha's deep dive presentation about JIRA Service Desk.

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JIRA Service Desk presentation Presentation Transcript

  • 1. JIRA Service Desk 11/2013 Marko Saha 28.11.2013 www.ambientia.net 2
  • 2. JIRA Service Desk background • 40% of JIRA 22,000 customers use it for internal IT service desk • Built on top of JIRA => no need to learn a whole new product, you have one user base to deal with, you don't have to deal with integrations. • Available behind the firewall and onDemand 28.11.2013 www.ambientia.net 3
  • 3. Jira Service Desk 28.11.2013 www.ambientia.net 4
  • 4. JIRA Service Desk 28.11.2013 www.ambientia.net 5
  • 5. JIRA Service Desk – Out-of-the-Box experience Create new Service Desk, you‟ll get predefined: • Issue types/Request types and templates • Workflow • Queues • SLA metrics • Reports “Easy to start making your own modifications – no need to start for the scratch” 28.11.2013 www.ambientia.net 6
  • 6. JIRA Service Desk features • Customer portal – simple and intuitive customer interface • SLAs – Flexible and customisable metrics • Queues – Customisable and editable JQL-based queries for managing Service Desk team‟s work • Reports – Visual, real-time reports, customisable with JQL 28.11.2013 www.ambientia.net 7
  • 7. Jira Service Desk interfaces 28.11.2013 www.ambientia.net 8
  • 8. Customer portal – Speak your customers’ language • Easy Call-to-Actions for customers 28.11.2013 www.ambientia.net 9
  • 9. Customer portal - Request types • Issue types are mapped to Request types 28.11.2013 www.ambientia.net 10
  • 10. Customer Portal – Request type configurations 28.11.2013 www.ambientia.net 11
  • 11. Customer portal – Request templates • • Request types are Issue type templates Possibility to preset field values, like components and labels (hidden for customer) 28.11.2013 www.ambientia.net 12
  • 12. Customer Portal – Grouping Request types • You can group request types to make it easy for customers to find the right request type in the Customer Portal. 28.11.2013 www.ambientia.net 13
  • 13. Customer portal - workflows • Possibility to remap statuses for customers by Workflow/Request type 28.11.2013 www.ambientia.net 14
  • 14. Customer Portal – Re-mapping statuses • „‟‟ 28.11.2013 www.ambientia.net 15
  • 15. Customer portal - Notifications • Smart email notifications – customer only notified when they need to take an action 28.11.2013 www.ambientia.net 16
  • 16. Customer Portal – Comment and follow your Requests • Easy to search, follow and comment your Requests 28.11.2013 www.ambientia.net 17
  • 17. Queues – Prioritised inbox • Organise issues into streams of prioritised work 28.11.2013 www.ambientia.net 18
  • 18. Queues – core concepts A Queue lets you define • What Issues are shown using JQL* (*Jira Query Language) • The columns that are displayed • The Priority of Issues through ordering • hj 28.11.2013 www.ambientia.net 19
  • 19. Queues - defining • Easy to design your own queues 28.11.2013 www.ambientia.net 20
  • 20. Queues – Design perspectives • Match your workflow • By Due date • Split by areas of specialisation • Hybrid queues (parts of workflow, sub- teams, procurement etc.) • Prioritisation (Created date, Due date, Priority or Severity) • SLAs – Service Level Agreements 28.11.2013 www.ambientia.net 21
  • 21. SLA – your service promise • See your performance 28.11.2013 www.ambientia.net 22
  • 22. 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 -> Measurable goals Common SLAs • Time to Intervention, Time to First Response • Time to Resolution 28.11.2013 www.ambientia.net 23
  • 23. SLAs - Defining • Set conditions(start,pause,stop) and assign goals (JQL, time, Calendar) 28.11.2013 www.ambientia.net 24
  • 24. SLAs – Design perspectives • Time to triage • Time to assign an issue • Time to first response • Time between comments • Time awaiting approval • Time for vendor to supply goods 28.11.2013 www.ambientia.net 25
  • 25. SLAs – measure what matters • Issue level (Issue screen) • Aggregate level (JIRA SD SLA view) • Querying for SLA by JQL (JIRA SD Queues view) 28.11.2013 www.ambientia.net 26
  • 26. SLA Calendar (v1.1) • Create an custom calendar based on your service desk opening hours 28.11.2013 www.ambientia.net 27
  • 27. Reports – measure and improve • Visualise performance to identify bottlenecks and optimise your process 28.11.2013 www.ambientia.net 28
  • 28. Reports – Core concepts • A report has 1 or more series • A series plots a metric over time • A metric can be volume-based or time-based • A series can be filtered using JQL 28.11.2013 www.ambientia.net 29
  • 29. Reports - defining • Add predefined Series and fine-tune your report with JQL 28.11.2013 www.ambientia.net 30
  • 30. Reports – Design perspectives • Visualise your team‟s workload and performance • Report on time metric series • Team‟s Responsiveness, use reports historical data to define SLA targets • SLA reports (e.q. Total number of tickets vs. tickets resolved within SLA) 28.11.2013 www.ambientia.net 31
  • 31. Summary 28.11.2013 www.ambientia.net 32
  • 32. Knowledge Base • Reduce the number of tickets – turn your service desk to self service desk 28.11.2013 www.ambientia.net 33
  • 33. Knowledge Base – Core concepts • A service desk can be connected to a Knowledge Base space in Confluence • A knowledge article is a page in the Knowledge Base space 28.11.2013 www.ambientia.net 34
  • 34. Knowledge Base - defining • Confluence Knowledge Base space Blueprint allows you to easily build KB in your Confluence 28.11.2013 www.ambientia.net 35
  • 35. Knowledge Base – Design perspectives Utilise KB space Blueprint, including: • Landing page • How-To-Article page Blueprint • Troubleshooting Article page Blueprint Hook Up with JIRA Service Desk 28.11.2013 www.ambientia.net 36
  • 36. Knowledge Base – page Blueprints • Get started really quickly with predefined article Blueprints 28.11.2013 www.ambientia.net 37
  • 37. Connecting JIRA SD with KB • Custom search filters for Request types 28.11.2013 www.ambientia.net 38
  • 38. Knowledge Base - Search • Easy to search articles within Customer Portal 28.11.2013 www.ambientia.net 39
  • 39. Knowledge Base - Suggestions • User will be suggested for existing KB articles when creating a new ticket 28.11.2013 www.ambientia.net 40
  • 40. KB – capturing knowledge • Knowledge can be captured directly within JIRA issue or creating a page in Confluence (utilising page Blueprints) 28.11.2013 www.ambientia.net 41
  • 41. What’s New in Version 1.1? • SLA calendars • Request groups • Multilingual support 28.11.2013 www.ambientia.net 42
  • 42. VertygoSLA? • If you have an active VertygoSLA license as at 2nd October 2013, you will be eligible to obtain JIRA Service Desk for free. Please contact sales@atlassian.com before 31st December 2013. • Alternatively, you can continue to use VertygoSLA. Valiantys will continue to support VertygoSLA until 2nd October 2015. • All VertygoSLA customers are eligible to renew their VertygoSLA licenses through to a maximum end date of 2nd October 2015. 28.11.2013 www.ambientia.net 43
  • 43. Tips and Hints • One JIRA project equals one JIRA Service Desk • Consider to leave Default assignee set as UnAssigned in Project Administration • To disable email notifications completely (for all service desks), go to > Add-ons. Then use the Service Desk link in the left panel to open your JIRA Service Desk settings. • Enabling email users for submitting tickets to JIRASD, check Jira Advanced Mail Handler: https://thepluginpeople.atlassian.net/wiki/display/JE MH/Integrate+JEMH+with+JIRA+Service+Desk 28.11.2013 www.ambientia.net 44
  • 44. DEMO 28.11.2013 www.ambientia.net 45
  • 45. Marko Saha Director, Agile Enterprise Solutions Puhelin: 0400 620 021 Sähköposti: marko.saha@ambientia.fi