Efficient queue management is the secret to how any small service team stays sane. Join Senior Cyber Engineer, Tanya, on a “before and after” journey of one of the world’s largest Atlassian instances. Learn how her team of three reduced issues by 80% and handled over 1,000 issues a month without missing a beat in customer satisfaction. Get tips on recognizing what isn’t working in your service process, avoiding pitfalls, establishing a triage process, automating workflows and transitions—all while consistently crushing SLAs.

1. TANYA CHRISTENSEN | SENIOR CYBER SYSTEMS ENGINEER | NORTHROP GRUMMAN
Makeover Your Queue
Tips for Scaling Support With Jira Service Desk

2. We use a 50% transparency
N900 box over a full-bleed
photo when using text
overlays
This Photo by Unknown Author is licensed under CC BY-SA-NC

3. 1,400 projects
980,000 issues
3,700 spaces
9 services
9 instances
600+ open issues
3.5 service desk agents
SERVICE FOOTPRINTSERVICES SUPPORTED

4. The Makeover
Recognizing Chaos
Putting Features to Work
Living in Order
Working the Queue
Setting the Stage

5. Recognizing Chaos
Our failure to prioritize and organize

6. Chaos Pain Points
Too Much Email Inefficient Team No SLA No Reports

7. “We adore chaos because we
love to produce order.”
M.C. Escher
Source: http://www.kabu-load.net/HQW-398695.html

8. Setting the Stage
Who are the players? How will they act?

9. Players
Customers
Services
Agents
Service Level Agreement (SLA)
Published & advertise SLA
Implemented Jira Service Desk SLAs
Implemented a stale issue age-off

10. Players
Customers
Services
Agents
Definition of Services
Evaluated services for priority and agent skill set
Established a tier level for each service
Published the tier definitions in the SLA

11. Services & Resolution Expectations
Tier 1 – Routine Tasks
Tier 3 – Consultation & Advanced Skill
No advertised goal, lots of back & forth
with customer
Tier 4 – Long Term & Development
No advertised goal, could become
development issue
Tier 2 – Intermediate Skill
5 day goal, workflow changes or
permissions investigation
1 to 3 day goal, depending on type of
request

12. Players
Customers
Services
Agents
Service Agent Engagement
Educated on SLA and responsibilities
Assigned to a tier level
Directed to use the Jira Service Desk Agent view
Clarified escalation policy

13. Putting Features to Work
Take the load off with Jira Service Desk functionalities.

14. NOTIFICATIONS
Goodbye to
email as a
trigger to work!

15. REQUEST TYPES
Help the
customer find
the right form

16. ORGANIZE THE WORKFLOW

17. ORGANIZE THE WORKFLOW

18. ORGANIZE THE WORKFLOW

19. ORGANIZE THE WORKFLOW

20. ORGANIZE THE WORKFLOW

21. SERVICE DESK AUTOMATION
When a
customer
replies, change
the state

22. DEFINE THE RESPONSE SLA

23. DEFINE THE RESPONSE SLA

24. DEFINE THE RESOLUTION SLA

25. DEFINE THE RESOLUTION SLA

26. SERVICE DESK CANNED RESPONSES
Build a library
of canned
responses

27. Working the Queue
Where shall I go? What shall I do?

28. Work from the
assigned queue
FIFO within the
queue
Escalation policy
TRIAGE THE
ISSUES
WORK THE ISSUES
One triage
manager
Clarify change
requests
Ensure proper tier
assignment

29. Living in Order
Reap the rewards of a queue that makes sense for everyone.

30. Pain Relief
Fewer Emails Efficient Team Exceeding SLAs Detailed Reports

31. ~10,000
Issues resolved in 2018

32. 2,600 projects
1.5 million issues
5,800 spaces
9 services
25 instances
~125 open issues
5 service desk agents
40%
65%
63%
35%
80%
1.5
SERVICES SUPPORTED SERVICE FOOTPRINT

33. IT WORKS
Happy customers,
happy support
team!

34. Request fulfilled within one
business day. Can’t ask for
more than that. Thank you!
SERVICE DESK CUSTOMER

35. They were very responsive.
Resolved my issue and kept in
good communication. Thank
you.
SERVICE DESK CUSTOMER

36. How can this work for you?
How you can achieve similar results

37. HEALTH MONITOR
Routinely evaluate
Make adjustments
Improve processes
Atlassian Plays can help

38. EVALUATE OVERALL SLA
Review
How are you performing against
the SLAs?
Make Changes
Change the goal time, change
the expected % of success.

39. DIVE DEEP INTO A GOAL
Look for Trends
Make a report so deep dives
have data.
Examine
Click through to issues that are
out of the norm and investigate if
changes are required.

40. When work is open,
we unleash the full
potential of all teams.
WE BELIEVE
Source: http://darkroom.baltimoresun. com

41. Thank you!
TANYA CHRISTENSEN | SENIOR CYBER SYSTEMS ENGINEER | NORTHROP GRUMMAN