How to integrate Jira Service Desk Cross-Company (plus how to stop a hurricane)
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This was a presentation given during the event held by iDalko in Antwerp on Cross Company Service Management. We discuss how to correctly implement Jira Service Desk across your company.
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How to integrate Jira Service Desk Cross-Company (plus how to stop a hurricane)
- 1. Who am I? • Nothing more, nothing less A true hero • Almost a whole 3 months • World famous
- 2. Who am I? • The most lousy presenter, nervous? • C. volunteer • No questions • Failed as ppt designer • Seriously? No • Our customers: Yes • Our business: Yes • … • Goal of this presentation • Across - cross
- 4. • Business and IT teams speak the same language one UI (user interface) for all stakeholders, one SSOT (single source of truth) • Teams are central (PPT instead of TPP) • Jira Service Desk: (IT)SM project-based approach people oriented: workflows, screens, SLAs, reports … team collaboration in real-time Why Jira ?
- 5. Use Case 28/11/2017 Major hurricane in Panama
- 6. What is an asset / management ?
- 7. How to define an asset ? “an item of property owned by a person or company, regarded as having value and available to meet debts, commitments or legacies” Oxford English Dictionary
- 8. Asset Management • Is the process of ensuring that a company’s assets are accounted for • That they are maintained • Maximize the effectiveness of the assets
- 9. What is an asset ?
- 10. Use Case: Hurricane Godzilla alert in Panama
- 11. Fleet: 10 ships present with 250 people working on different projects
- 12. REST API
- 13. Queues
- 14. Access KB articles to share with customers or assists agents Details Issue details Workflow status & transitions stakeholders SLAs
- 18. Customer Portal with power of Insight
- 20. What about Resource Management ?
- 22. Customer Portal Jira Service Desk Insight Business and IT teams speak the same language
- 23. Atlas CRM
- 25. Refined Wiki
Editor's Notes
- Deserves an applause, in all modesty
- Deserves an applause awareness, ideas, possibilities not in depth Who never used Jira or is not familiar with…
- USE CASE PURPOSES driving overall OPERATIONAL EFFICIENCY ACROSS THE ORGANISATION To be able to run a company efficiently you need to know exactly what you’re assets are located, no ghost assets and no spreadsheets
- SSOT = Database PROJECT APPROACH instead of SILO mentality ( no separate incident-change-problem- containers) CROSS FUNCTIONAL TEAMS IT management: end-to-end visibility, sharing, and governance
- Pro-active reaction on a major incident. You will think what mad scnerario writer came up with this mad subject. How can the weather create mayhem in our business if we are not prepared. Side note: I do not understand why hurricanes always carry a female name, the devastating force of a hurricane and a woman?
- Publiek? De definitie
- OK, Important in this definition is that it states a company and a person and not my company and me. The asset we sold to a customer still needs after sales and we wish to keep track. For Support for Quality for Development for Planning for …. Think how it swarms through your company and outside. An issue is not necessarily the problem of one person, department, …..
- The picture shows the ideal world for the asset manager. It is the 2nd picture of boats, some of you will already see the link with our hurricane. Some examples of an asset. On the next slide
- Inside a ship you have engines, pumps, server (SCADA Supervisory control and data acquisition , PLC,…), monitoring systems, all sorts of equipment ... It's up to the organization to determine exactly what an asset is .... how detailed they define the definition of an asset. I will come back to this later in my presentation. But first, let's start with our use case about a Belgian company that is building a robust terminal infrastructure in Panama. Some examples: Here we see a boat in a transparant view What are possible assets? public The boat in itself : immobilized , cost , planning The cutter …
- Here SHE is Godzilla hurricane Hurricane alert is today ! 28/11 In fact in this picture it is too late .... so the question is: how to drive and strive for overall operational efficiency across the organization without depending on one person. How to estimate the impact on your company. * planning * cost *
- Because each ship has its function ; different priorities , different SLA, If I was a project leader of such a vast project, I would panic and scream for my mum, in my phone she is enlisted as Godzilla. But what if you the support of your whole company with a tool that has his tentacles in every corner of your org? I have an overview, I measure, I can make decisions based on facts I’m in control no? Anybody disagrees?
- Echographic pic of a pregnant woman The hurricane alert comes from an a weather monitoring system (StornPulse) that is integrated with our JIRA environment. 2 ways of working, you fully trust the source or you set an intermediate level of approval Jira has numerous possibilities of integrating functionalities through a REST-API , add-ons or customized. Now let’s see what happens in our Jira-eco system
- I made a substantial mistake, the hurricane‘s name is Maria, sorry mum. The ticket has in this case been automically created by Jira. We note the status , where did the info come from, most importantly who is the ticket assigned to. A smart guy would say, cool genius, but what if it happens at night? Companies have a day and night service, or outsource, or use SMS , or escalate to a bunch of people …….. AUTO TRIAGE AND PRIORITIZE OVERVIEW OF ALL INCOMING TICKETS / ISSUES
- Notify RACI: anybody. ??? My friend google and wiki were very helpful Responsible Accountable Consulted Informed We will see it come back in a short video PIR : Post Incident Review The stakeholder SLA INCIDENT WITH HIGHEST PRIORITY LINK WITH KNOWLEDGE BASE STATUS & WORKFLOW STEPS
- I will talk little , let the images talk FIRST STEP OF THE INCIDENT PROCESS IS IDENTIFY & COMMUNICATE All info like the picture comes from. Stormpulse.
- IN THE NEXT STEP WE WILL INVESTIGATE THE PROBLEM IN DEPTH WHAT S THE IMPACT DEPENDENCIES …
- Timmy is no longer in the coup, Donald took over I will try not to talk too much. All info like the picture comes from. Stormpulse. IT operations service desk , could be just operations service desk Synced boat – HQ. Later more about that with Francis IN THE NEXT STEP WE WILL INVESTIGATE THE PROBLEM IN DEPTH WHAT S THE IMPACT DEPENDENCIES … So far the hurricane has past, back to business as usual. Day to day problems our part of any household company. That problem is an issue, an issue needs a solution in full collaboration.
- This 6 cylinder crank this is not exactly a day to day problem on a large vessel. But a business critical incident that implicates disaster . If an engine that size breaks down …. It is out for weeks. Although it can function on one engine it is not by the rules of safety. Again: what is our problem? public? Planning Costs Not only operational , but also the businnes , any delay needs to be communicates to customers, the cost , the SLA of the project , ….
- This time it is an engineer in the control that saw the problem on the SCADA (remember). Could be that the SCADA is connected to Jira and raises his own ticket just like StormPulse does. He raises a ticket through the internal customer portal. Why not directly into Jira as agent? Anybody an idea ? Licensing! Explain the cross the company Francis WITH AN INTEGRATION OF INSIGHT WE BRING THE ASSETS IN FRONT OF THE CUSTOMER PORTAL MAN = ENGINE SUPLLIER / MANUFACTURER
- WITH AN INTEGRATION OF INSIGHT WE BRING THE ASSETS IN FRONT OF THE CUSTOMER PORTAL MAN = ENGINE SUPLLIER / MANUFACTURER
- The is an over-view of the steps we demonstrated earlier Forrester states that Investigate. Takes ……. Using a platform like Jira would significanlty reduce it, why collaboration in an a more agile way instead of Waterfall Resolve and recover : THE NEXT STEP IS THAT EVERYBODY EXECUTE THEIR TASKS, CHECK KNOWLEDGE BASE FOR PROCEDURES, UPDATE THE PIR …. POST INCIDENT REVIEW
- What about people and intangible (virtual) assets like peoples knowledge, skills and relationships …. Earlier we talked about the impact on the company if an incident occurs. That is were resource management comes as a knight rider to help you out
- This is a part we would let you see, although it is a bit outside of the scope of the event. Resource mgmt is topic on itself and can be And certainly if you are going in what-if scenario’s. -- if an engine would break down what would happen in the planning , cost , …. If you are making multi million dollar deal maybe you would like to know which are your priorities But be aware did man ever fly to the moon? So can this be done, but it is not 1+1 yet.
- Project-centric approach based on the needs of teams TEAMS ZIJN CENTRAAAL !!!!
- Today we will not cover all Atlassian products, but we will cover and illustrate the integrated approach with those 3 products, in combination with Asset Management.
- Project-centric approach based on the needs of teams and sectioned areas One process
- Available Resources …
- Project-centric approach based on the needs of teams and sectioned areas One process
- What about PROJECT PLANNING / TEAM PLANNING / PROGRAM PLANNING (enkel capacity planning !!!), daarna account
- Project-centric approach based on the needs of teams and sectioned areas One process
- one UI & one SSOT With one DB you can have a better insight and detect correlations between your data REMEMBER THE PAST AND PREDICT THE FUTURE GOOD DATA EQUALS GOOD DECISIONS
- Project-centric approach based on the needs of teams and sectioned areas One process Easy from incident to problem to change request !!!
- Project-centric approach based on the needs of teams and sectioned areas One process
- Project-centric approach based on the needs of teams and sectioned areas One process
- Project-centric approach based on the needs of teams and sectioned areas One process
- Project-centric approach based on the needs of teams and sectioned areas One process
- Project-centric approach based on the needs of teams and sectioned areas One process
- Project-centric approach based on the needs of teams and sectioned areas One process
- Project-centric approach based on the needs of teams and sectioned areas One process
- Manuel > must read !! https://www.atlassian.com/blog/jira-service-desk/jira-service-desk-approaches-itsm From incident Project approach
- To problem
- to change request !!!
- Or service request Project-centric approach based on the needs of teams TEAMS ZIJN CENTRAAAL !!!! First people, then process and at the end technology in these sequence … that’s a paradigm shift why Atlassian is so popular no silo’s or selection areas any more but a approach based on the needs of the people And of course … not only ITIL processen can be tackled but also other business processes like HR offboarding or After sales …
- Wat hierna >> aanmaken verschillende subtasks (automated), of manueel en aparte film ? + Log work film (kort) dit voor het tweede stuk (resources gerelateerd)
- NOTIFY workflow RASCI
- Work Log
- Insight for Asset Management brings you to power of linking assets through your customer portal