Speed and efficiency. They're focal points for every business discipline, and IT Operations & Support is no exception. These teams must be on the lookout for the next generation of tools and technology to streamline their systems and stay competitive. In this talk, we'll cover: - The collaboration gap between engineering and IT teams, and how to bridge it - Centralizing service operations management with self-service portals for internal employees and customers alike - Structuring the right handoffs and metrics to support 75k annual requests across a global team of over 100 agents - Advanced analytics data for proactive process and product improvements You'll get a solid understanding of how to grow a successful service operation on top of the Atlassian platform and ecosystem.

1. How The Trade Desk Built a
Connected Team of 100+ Agents
STANLEY FLOREK | SENIOR SOLUTIONS ARCHITECT | CPRIME
DREW WEST | SR. DIRECTOR, GLOBAL SUPPORT AND BI | THE TRADE DESK

2. The history of oral
storytelling developed
around a visual element
– the dance of a fire.
This is still true today. Providing the proper
visual elements will unify and level-set
your audience for proper coherence.
Daniel Nanescu, quotefancy.com

3. Omni-channel digital
advertising platform
empowering global
advertisers.
THE TRADE DESK

4. Business Operations
- Trade Desk Employees
- Client Services
- External Trading Partners
~600+ users

5. Service Operations
- 12 Fulfilment Teams
- Global Application Support
- Information Technology
- PeopleOps
- DevOps
- Partner Management
- …
~180+ Jira Service Desk Agents

6. Product Management
Operations
- Product Management
- Engineering
~200+ Jira Agile/Project
Management Users

7. How we collaborated Then!
Triage
Desk.com
Fix
Pivotal and Spreadsheets
Request
Email

8. 500+Billion transactions each day!

9. = Product Marketing and Engineering= Trader= Account Manager= Client
FROM THE CLIENT TO SERVICE DESK – THEN
LEGEND
2010-2012

10. = Product Marketing and Engineering= Trader= Account Manager= Client
FROM THE CLIENT TO SERVICE DESK – THEN
2010-2012 2012-2015
LEGEND

11. Fragmentation
Disparate applications
challenged process continuity
and organizational scalability.
Pain Points
Fragmentation

12. Traceability
Lack of consistency
challenged participant
visibility and accountability.
Pain Points
Traceability

13. Analytics
Lack of standardization
challenged objective
understanding and
decision making ability.
Pain Points
Point 2
Analytics

14. How we Collaborate NOW!
Triage FixRequest

15. FROM THE CLIENT TO SERVICE DESK – NOW
2010-2012 2012-2015 2016…
= Product Marketing and Engineering= Trader= Account Manager= ClientLEGEND

16. Success!
Connected teams streamlined on a single
platform using standardized processes.

17. 120Days for Concept to Delivery

18. Types of Request
People Ops
On boarding
Off boarding
Support
Incident
General
Asset
Inventory
Access
Product
Feature
Integrations

19. PEOPLE OPS
Onboarding
Requests

20. Fragmentation
Building Connected Teams

21. Connecting
Teams
Intake

22. Connecting
Teams
Intake
Cascading Drop-Downs
Dynamic data objects

23. Connecting
Teams
Intake
Triage

24. Connecting
Teams
Intake
Triage
Employee Object
Employee object stub created in Insights
for provisioning and auditability.

25. Connecting
Teams
Intake
Triage
CMDB
Rules based mapping of fulfilment
team and enterprise applications.

26. Connecting
Teams
Intake
Triage
Spawn
Spawned Requests
Automatic spawned requests for
each individual application request.

27. Connecting
Teams
Intake
Triage
Spawn

28. Connecting
Teams
Intake
Triage
Spawn
CMDB
Application provisioning, approvers, request participants
and fulfilment teams automatically mapped.

29. Connecting
Teams
Intake
Triage
Spawn
Fulfill
Object Linked
AD Account created and
main request resolved

30. Connecting
Teams
Intake
Triage
Spawn
Fulfill
Automation
Automatic routing for two-
step approval process on
customer portal.

31. Connecting
Teams
Intake
Triage
Spawn
Fulfill
Application Provisioned
Application request assigned and resolved

32. Traceability
Improved Visibility

33. Visibility
Dashboards
Metrics
CMDB
Audit

34. Visibility
Dashboards
Metrics
CMDB
Audit

35. Visibility
Dashboards
Metrics
CMDB
Audit

36. Visibility
Dashboards
Metrics
CMDB
Audit
Data Object
Employee object, all
related requests, all
related objects and
references.

37. Visibility
Dashboards
Metrics
CMDB
Audit

38. Analytics
Objective Decision-Making

39. Analytics
Provisioning
All provisions made for an
asset/application.
Remove repetitive
issue demand and
costs
Optimized Individual
and Team
Performance
Balance staffing
resource allocation
to meet business
needs
High volume issue types
represent product
enhancement opportunities to
drive self-service customer
activity.
Issue Type Analysis

40. Analytics
Provisioning
All provisions made for an
asset/application.
Remove repetitive
issue demand and
costs
Optimized Individual
and Team
Performance
Balance staffing
resource allocation
to meet business
needs
Identify training opportunities by
individual or across
teams/regions.
Time to Resolution Analysis

41. Analytics
Provisioning
All provisions made for an
asset/application.
Remove repetitive
issue demand and
costs
Optimized Individual
and Team
Performance
Balance staffing
resource allocation
to meet business
needs
Agent Effort Analysis
Address high effort cases to
proactively plan for peak
demand.

42. Customer Satisfaction Then

43. Customer Satisfaction Now

44. Make it a
continuous
pursuit!
FINALE

45. Thank You!
SWATI JAIN | VP, PROFESSIONAL SERVICES | CPRIME
DREW WEST | SR. DIRECTOR, GLOBAL SUPPORT AND BI | THE TRADE DESK