Jira is my significant other
•Download as PPTX, PDF•
1 like•548 views
JIRA & Confluence Nordic Conference 9.10.2014 Eric Salonen, Ambientia
Recommended
Recommended
More Related Content
Similar to Jira is my significant other
Similar to Jira is my significant other (20)
More from Ambientia
More from Ambientia (20)
Recently uploaded
Recently uploaded (20)
Jira is my significant other
- 2. Who is this guy? • Eric Salonen • Yes, Im Australian. • No, I dont work for Atlassian. • Then why are you in Finland? Are you crazy? • Well yes, but I have Finnish parents and I got married to a Finn. www.ambientia.net 2
- 3. Who is this guy? • Working with Atlassian eco-system since 2005 • Lead Atlassian Consultant at Ambientia • Member of the AES team at Ambientia • Duties include consulting, configuration, installation and debugging everything related to the Atlassian eco-system. www.ambientia.net 3
- 4. ...but enough about me. Why are we here? www.ambientia.net 4
- 5. Why are we here? JJIIRRAA iiss m myy n seirgdnyi ffircieanndt ,o ytohue r know, the fat guy with a lot of pimples on his face and he smells a bit www.ambientia.net 5
- 6. So why is JIRA a nerd? www.ambientia.net 6
- 7. So why is JIRA a nerd? • Well, JIRA is big guy. • Even though JIRA is big guy, he can be easily handled by telling him what to do. • You just need to know what to tell him to do and he will do it. • ...but he also stinks a bit. • In other words, there are a few annoyances www.ambientia.net 7
- 8. So why is JIRA a nerd? • JIRA is (was) also a bit ugly. www.ambientia.net 8
- 9. ...but luckily... • JIRA has a ”hot sister”... www.ambientia.net 9
- 10. Introducing
- 11. How many of you are using JIRA? Has anyone tried JIRA Service Desk? Is anyone using ‘regular JIRA’ for Customer Service?
- 12. 38% use JIRA for service desk 38% of @JIRA customers use JIRA for their #ServiceDesk
- 13. Powerful Agent Engine Request Interface two ends of the spectrum
- 14. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
- 15. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
- 16. Meet Ryan
- 17. He needs the IT team’s help...
- 19. I need some new software! Procurement request Ryan IT Team
- 20. System access Purchase Request Purchase Request Problem repor t
- 21. JIRA Service Desk makes this possible! I’m at #Jira #atlassian #Roadshow #ServiceDesk Presentation!
- 22. Customer - cent r ic language!
- 23. Simpl i f ied Inter face!
- 25. Intuitive Interface 1 Natural-language requests 2 Simplified request interface 3 Self-service knowledge base Turn your #SERVICEDESK into a self-service desk with @JIRA #servicedesk
- 26. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
- 27. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
- 28. Best -pract ice Team Queues!
- 30. New Issue, 2nd on the l ist
- 32. Custom Team Queues 1 One place for your team to go 2 Automatically triaged & prioritized 3 JIRA Query Language (JQL) Automate triage and prioritization of requests with @JIRA #SERVICEDESK
- 33. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
- 34. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
- 36. Integrated SLA Visibility 0:23
- 37. Integrated SLA Visibility 0:23 TIME REMAINING
- 38. Integrated SLA Visibility 0:23 TIMER ON
- 39. Integrated SLA Visibility 0:23 TIMER PAUSED
- 40. Integrated SLA Visibility 1:05 0:23 MORE THAN 1 HOUR REMAINING
- 41. Integrated SLA Visibility 0:45 LESS THAN 1 HOUR REMAINING
- 42. Integrated SLA Visibility 0:29 LESS THAN 30 MINUTES REMAINING
- 43. Integrated SLA Visibility -0:01 0:29 ISSUE STILL OPEN - FAILED SLA
- 44. Integrated SLA Visibility -0:35 -0:01 ISSUE RESOLVED - FAILED SLA
- 45. Integrated SLA Visibility -00::4325 ISSUE RESOLVED - SLA MET
- 46. 0:42
- 48. Advanced SLA Configuration JQL: Pr ior i t y = Bloc k er
- 49. Advanced SLA Configuration JQL: Pr ior i t y = Major
- 50. Advanced SLA Configuration JQL: R e p o r t e r i n g r o u p ( “ b o s s e s ” )
- 53. Powerful SLAs 1 Powerful SLA engine 2 Integrated SLA visibility 3 Supports advanced SLA rules
- 54. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
- 55. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
- 60. We’ve rolled out JIRA Service Desk in production to over 1,500 users. It was ridiculously easy - and the SLA metrics were ” eye opening. AARON JONES, GOOD.COM “
- 61. Real-time Reporting 1 Great reports out of the box 2 Easily create new reports with JQL 3 Retroactively applied against your data With @JIRA #SERVICEDESK, retroactively apply SLAs & review real-time reports
- 62. Intuitive Interface Custom Team Queues Powerful SLAs Real-time Reporting
- 63. plus years of evolution
- 64. Fields
- 65. Workflows
- 66. Notifications
- 67. People
- 68. Permissions
- 69. Marketplace
- 71. Questions?
- 72. Eric Salonen Puhelin: 045 121 2118 Sähköposti: eric.salonen@ambientia.fi Twitter: @laskipaa
Editor's Notes
- And that’s what we set out to build with JIRA Service Desk. {try to get Vlad or Oliver to take a picture of you here when you point at this slide}
- Before I get started. I would like to ask you a few questions: Of the people here, raise your hand... {Ask the three questions. Remember the percentage of audience for each. After they answer the 3rd question continue with…} It all started with this question here. About a year ago, we started asking our customers how they used JIRA. And we discovered that…
- 38% of teams that use JIRA use it for Service Desk work. There are all these players in the Service Management space. And still...teams are using JIRA. Which is awesome. But a little confusing - since we didn’t really design it for that use case. We were very very focused on the development of user stories, and backlog management, and developer interaction regarding the building of software products. And although JIRA works on the Service Management side, there are things that these IT Teams were missing.
- Before we started fixing this problem… we decided to look at the Service Desk market. We decided to look at all the vendors in the space and as we did that we found it fairly easy to group all of the existing vendors into two buckets. We saw two ends of the spectrum. On the one end, we found inexpensive cloud-based tools from companies that were building a customer-focused application… a tool that was easy for customers to use to make requests… but these tools didn’t have a very powerful backend… There was very little customization available. At the other end of the spectrum, we found vendors building sophisticated, powerful, and expensive IT management tools… And these tools generally didn’t have a very good request interface. Teams are choosing to use JIRA for their Service Management work because no one has a solution that is hovering here in the middle and doing both of these things well. Atlassian is attempting to get both of these things right…
- Ok, so there are four things that I’m going to talk to you about today. This is the most important slide in this presentation. As we talked to our customers, these were the four things that they said they needed from us most. If you’re an agent using ‘regular JIRA’ for your service desk needs… One, you want an interface that’s designed for an end users who might only enter a ticket one time in their life. Two, you want team queues so there’s one place to go for everything you need. Three, you need SLA support. And four, you want reporting designed to give you the visibility you need to drive constant improvement on your team. So these are the four things that I’m going to go through today.
- And I’m going to start with the intuitive request interface. A great request tool needs to have a great interface. Your end users… whether you have 25 of them, or 25000 of them… need an interface that they can use for the first time ever in their life, without instruction. And so that’s what we’ve designed here with JIRA Service Desk.
- Meet Ryan. He has a problem.
- And he needs some help from his IT Team.
- So Ryan takes his takes his problem. And he logs it in a system somewhere. And then his IT Team rushes to his aid.
- But when Ryan asks for help he generally wants to ask for help using words he uses in everyday speaking. Ryan wants to say something like “I need some new software.” But on the IT Team side of things, they hear something completely different. They hear something like “Procurement request”. These two people are trying to have a conversation. And they’re talking in a different language.
- What we actually want is this: In the ideal situation…I want Ryan to be able to talk in his language. So he can say, “I want to Request New Software”. And then I want the IT Team to have all of that stuff instantly mapped into the language that works better for them. So I need this realtime translation interface. As I mentioned a few slides ago, most Service Management solutions either focus on one side of this page or the other. If they were designed from a customer-focused perspective {point at the Ryan column of stuff on left} then, because that’s their focus they usually don’t do this side well {point at the IT Team column of stuff on right} Or, for the tools that focused directly on the IT Team side of the page… {point at the IT Team column of stuff on right} then they typically force their end-users to choose cryptic things like “Problem Request” or “System Access” from a dropdown box. And from the user’s perspective, when he is creating a “problem request” because he doesn’t have “system access” this can be very confusing.
- So JIRA Service Desk… makes this translation… between the people who need help… and the teams that service them… possible!
- So here’s how this works. This is JIRA Service Desk’s Customer Portal Brilliantly simple. and Customer-centric. {click to show green circle highlight} When an enduser has a problem, they simply click Request New Software,… It’s easy to find exactly what they need in the clean and simple interface. They click that button…
- and they get this... Exactly what they need and nothing more. Everything a customer doesn’t need to care about is hidden. They get a nice, simple interface with exactly what’s required of them. Under the covers, for this ticket, we have the Summary and Description fields in JIRA. But for users, this form becomes the translator that end-users have always wanted.
- Here’s what this looks like in action… {8sec video will play as you talk} a user clicks Request New Hardware… and then they start filling out the form. Now watch what happens over here… {point at Knowledge base search results} As the user starts typing, JIRA Service desk instantly searches Confluence. As that user starts describing their problem, it looks for knowledgebase articles related to their particular issue. So seamlessly integrated with Confluence, so that as your user is typing their problem,… they can see the potential solutions to their problem before they ever even have to log the ticket. Finally, you can turn your service desk into a Self-service desk
- So that, in a nutshell, is the new Intuitive Interface of JIRA Service Desk. 1) We started with a way for customers to find the help that they needed with simple, natural language. 2) Next we made gave them a simplified request experience so that everything they don’t need to care about was hidden. 3) And finally, we integrated JIRA Service Desk directly with confluence so that users could automatically find the help they need from the self-service knowledgebase.
- That’s a brief taste of JIRA Service Desks Intuitive Interface. There’s a lot more. I could present for an hour just on the interface and how you customize it, what it looks like for users after they submit a ticket, and what’s possible and what isn’t. If you have any questions, come talk to me after the break and we’ll talk about it a little more. Next…
- Next we’re gonna talk about Custom Team Queues.
- With JIRA Service Desk, out of the box, we wanted to make sure that your team has one place to go for everything they need to care about. So we give you Industry-best-practice, Team Queues to ensure that your team will aways be working on the right requests at the right time.
- We also wanted to make sure that Team Queues were automatically triaged and prioritized in real time as issues come in. Teams all over the world, spend waaaayyy too much time manually ranking and assigning new tickets. Our own IT Team in Sydney used to have one guy on a team of 5 manually ranking and triaging tickets as they came in. That’s 20% of their resources. Now their tickets are automatically ranked as they come in so the team is a full strength working on tickets with 100% of their energy. Take a look. Watch what happens here when a new ticket gets logged. {wait for animation}
- As we refresh the queue, we can see we have a new ticket on the list. {click} But, notice that our new ticket that just came in is not at the bottom of the queue. The new ticket is second on the list. I’ll explain how that happened in a little more detail in a minute. The important thing to know is this: Queues are automatically triaged and prioritized in real time.
- And making new queues is infinitely flexible because of the JIRA Query Language (JQL). {wait for animation} We you grow beyond what we give you out of the box, you can create new queues just by clicking this button at the bottom of the list. Creating a “Red Alert Issues” queue, for example, is as easy as this. Just pick what you want from the checkboxes. And for users who are already familiar with Advanced searching using JQL, you’ll see there’s an Advanced link over here at the right.
- So that’s Custom Team Queues in JIRA Service Desk: Queues make sure that everyone on your team has one place to go - so that everyone is always working on the right requests at the right time. Second… and this is really powerful… Queues are automatically triaged and prioritized in real time. And third, it’s built on the power of the JIRA Query Language (or JQL), so that you can make queues with infinite possibilities… if you can think of them in your head, then this tool will support it.
- That’s Queues. You can definitely see the power of JIRA starting to show through there. Again, I could talk about queues for an hour on their own, but that’s enough to get you started. The next thing on our list is SLAs…
- Now. We’re really proud of what we’ve done with SLAs. Now, a moment ago, I said that our Team Queues were automatically prioritized and that that new ticket that came in, was automatically second on the list. Here’s how that happened.
- Every team queue is generally driven by some sort of SLA metric. For instance, in this one I have Time to Resolution SLA applied to the tickets in this queue. You can see them ranked by the amount of time that remains.
- We wanted to make sure that SLA engine in JIRA Service Desk is the best SLA engine in the industry. And we’ve accomplished that in a couple of ways: First, we wanted to make sure that SLA information is everywhere. Your agents can’t hit their SLAs if they can’t see how much time is left before they exceed their targets. Here’s a deeper look at the SLA countdown icon.
- We start, of course, with how much time is remaining. You can see the countdown clock here on the left. So on every ticket…how much time is remaining on that SLA will always be visible.
- Next. On the right we have a picture of a clock, This indicates that the timer is running and counting down.
- when the SLA timer is paused... for instance, when the team is waiting on information from a customer,... then the clock-icon changes to a pause-icon.
- Next lets talk a little bit more about those colors. When there is more than 1 hour remaining… the icon is white.
- When there is less than one hour remaining, the icon turns Grey,
- Now when time is running out, and there are fewer than 30 minutes before failing our SLA target, the icon turns yellow.
- and finally when we pass beyond our SLA guarantee, the icon turns red. Notice here that the clock is still running… Even though we’re beyond our SLA guarantee, this issue is still open and will continue to count time until the issue is resolved.
- Now, this is what it looks like after you’ve resolved an issue, but broke your SLA. This shows that you were 35 minutes beyond the SLA target.
- And finally, this is what it looks like when you resolve an issue successfully within your SLA guarantee. Here, the agent completed the ticket with 42 minutes remaining. So. That’s how the icons work.
- And we made sure we put those icons everywhere. In addition to that icon showing up in Team Queues. SLA information is also visible inside of each ticket. So agents will always know exactly how much time remains as they are working. You can even have multiple SLAs on a single ticket.
- Now let’s talk a little bit more about how SLAs work. Generally, if you start with an SLA for something like Time to Resolution. You might start out with a rule that says you want to resolve All Tickets in 8 hours. But we know that life at an Enterprise or even at a small company isn’t always that simple.
- So what I’m going to show you here are some advanced SLA possibilities. Let’s take this ticket for example. This ticket is a blocker. And because that ticket is a blocker, we want the Time to Resolution SLA to be 2 hours.
- But this ticket over here… is not a blocker. This ticket is Major. So the same SLA has an 8 hour time limit.
- And then finally another ticket is only Trivial, But the reporter is in the Group “Bosses”…. {pause slightly there, the bosses joke ought to be worth a chuckle} so we want to give this ticket a Time to Resolution target of only 1 hour.
- All of these tickets are the same type being worked on by the same team. But using the power of JIRA Service Desk’s SLA engine you can create SLA rules to match any situation.
- And that’s how that issue, from earlier in this presentation, became 2nd on our list in our Team Queue.
- And that’s SLAs in JIRA Service Desk. 1) We give you the most powerful SLA engine in the industry. 2) We make sure SLA information is visible everywhere. 3) and SLA rules can be as simple or as complex as teams want them to be.
- So next...
- Next let’s talk about Real-time Reporting. That which gets measured, gets improved. With JIRA Service Desk, you can assess progress and performance in real-time. Instantly increase visibility for your team.
- Just like with Team Queues and SLAs, we give you great reports out-of-the-box.
- Reports are highly interactive. So drilling in to see the detail you need, is super easy. {wait for animation}
- And just like with Team Queues, and SLAs, it’s easy to create new reports as you grow using the power of both basic search as well as with Advanced JIRA Query Language
- The most cool thing about JIRA Service Desk reporting is this. If you install JIRA Service Desk right now…Reporting will retroactively look at your old data. This is a picture of our own IT Team’s Service Desk the day they started using JIRA Service Desk. Instantly they had visibility to all the tickets they’ve looked at in the past. They could instantly see this spike here that they didn’t even know was there. JIRA Service Desk reporting will even show you how your old tickets from the past stack up against the new SLAs you define. So you can look back and see how realistic your new targets might be.
- This is a quote from Aaron Jones from good.com . Aaron was one of our beta testers and was so pleased with the new visibility that JIRA Service Desk gave him, that he rolled it to production just 48 hours after he got started.
- And that’s Real Time Reporting. Improve your team's service immediately by recognizing the bottlenecks and trends of the past. Even if you've already been servicing requests for a year or more, you can get JIRA Service Desk today and apply its SLA metrics retroactively.
- So those are the four things that are newly-awesome about JIRA Service Desk. But on top of that… {dramatic pause}
- You also get everything that has every been built for JIRA. Over the years we’ve built a lot of things into the JIRA platform.
- You can create Fields of all kinds. Custom fields to suit whatever your doing.
- JIRA has the most powerful Workflow engine in the world. You can create workflows as simple as a two step workflow all the way up to 800 or more steps if that’s what you need to match your team’s process. Don’t change your team to match the tool you’ve chosen. Change your workflow to match what’s best for your team.
- Notifications of all shapes and sizes
- In JIRA, People can be set up in groups,… …and you’ve got LDAP integration… and all the great things that are awesome about JIRA people …
- and the permissions of those people.
- On top of that, we have the REST API and the Atlassian Marketplace. There are over 700 add ons on the Atlassian Marketplace for JIRA and there are new ones being developed every day.
- And that is JIRA Service Desk Available now. And we’re just gettin’ started… We have new features and functionality coming out on a very rapid release cycle. About every 4 to 6 weeks you’ll see new great things getting added. Again, I’m here today to listen… not just to speak… so if what you are looking for, doesn’t appear to be there yet, let me know. I can take this back to the team. We want to hear your feedback.