JIRA Service Desk presentation

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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

  1. 1. JIRA Service Desk 11/2013 Marko Saha 28.11.2013 www.ambientia.net 2
  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. 3. Jira Service Desk 28.11.2013 www.ambientia.net 4
  4. 4. JIRA Service Desk 28.11.2013 www.ambientia.net 5
  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. 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. 7. Jira Service Desk interfaces 28.11.2013 www.ambientia.net 8
  8. 8. Customer portal – Speak your customers’ language • Easy Call-to-Actions for customers 28.11.2013 www.ambientia.net 9
  9. 9. Customer portal - Request types • Issue types are mapped to Request types 28.11.2013 www.ambientia.net 10
  10. 10. Customer Portal – Request type configurations 28.11.2013 www.ambientia.net 11
  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. 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. 13. Customer portal - workflows • Possibility to remap statuses for customers by Workflow/Request type 28.11.2013 www.ambientia.net 14
  14. 14. Customer Portal – Re-mapping statuses • „‟‟ 28.11.2013 www.ambientia.net 15
  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. 16. Customer Portal – Comment and follow your Requests • Easy to search, follow and comment your Requests 28.11.2013 www.ambientia.net 17
  17. 17. Queues – Prioritised inbox • Organise issues into streams of prioritised work 28.11.2013 www.ambientia.net 18
  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. 19. Queues - defining • Easy to design your own queues 28.11.2013 www.ambientia.net 20
  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. 21. SLA – your service promise • See your performance 28.11.2013 www.ambientia.net 22
  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. 23. SLAs - Defining • Set conditions(start,pause,stop) and assign goals (JQL, time, Calendar) 28.11.2013 www.ambientia.net 24
  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. 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. 26. SLA Calendar (v1.1) • Create an custom calendar based on your service desk opening hours 28.11.2013 www.ambientia.net 27
  27. 27. Reports – measure and improve • Visualise performance to identify bottlenecks and optimise your process 28.11.2013 www.ambientia.net 28
  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. 29. Reports - defining • Add predefined Series and fine-tune your report with JQL 28.11.2013 www.ambientia.net 30
  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. 31. Summary 28.11.2013 www.ambientia.net 32
  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. 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. 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. 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. 36. Knowledge Base – page Blueprints • Get started really quickly with predefined article Blueprints 28.11.2013 www.ambientia.net 37
  37. 37. Connecting JIRA SD with KB • Custom search filters for Request types 28.11.2013 www.ambientia.net 38
  38. 38. Knowledge Base - Search • Easy to search articles within Customer Portal 28.11.2013 www.ambientia.net 39
  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. 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. 41. What’s New in Version 1.1? • SLA calendars • Request groups • Multilingual support 28.11.2013 www.ambientia.net 42
  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. 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. 44. DEMO 28.11.2013 www.ambientia.net 45
  45. 45. Marko Saha Director, Agile Enterprise Solutions Puhelin: 0400 620 021 Sähköposti: marko.saha@ambientia.fi

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