What's the hardest part about bringing in new software? Getting people at your company to actually use it. Join Greg Warner, a veteran of many successful launches, to learn about his time-honed five simple strategies that will make your Jira Service Desk implementation an overwhelming success. You'll learn how to provide project sponsors with an immediate return on investment, ensure you are delivering the highest value services first and open yourself to act on valuable customer feedback. Leave the session feeling ready to lead your business on an exciting new path for the role of IT.

1. 5 Simple Strategies to Jira
Service Desk Success
GREG WARNER | SENIOR CONSULTANT | SERVICEROCKET | @SABRE1817

3. No one comes to work
to provide bad service.
INTRODUCTION

6. Image source https://tinyurl.com/lr7qm8w

7. 5 Strategies • Customer first
• Agent (a close) second
• Common experience
• Use the system
• Enable feedback

8. 5 Strategies
Customer First
The Jira Service Desk project must
have a single intent
Identify the highest value team first
Ask for the top 10 requests
Identify overlap, reuse and reduce

11. 5 Strategies
Agent Second
Build the agent portal
Organize by team (initially)
Use automation where it makes sense

12. 5 Strategies
Build the experience consistently
across the customer portal
Reuse common status names
Use an external icon source
where necessary
Common
Experience

13. 5 Strategies
Use the system to deliver the system
Provide agents the customer experience
Use the System

15. 5 Strategies
Enable
Feedback
Provide a request type for feedback
It is easier to add than to take away
Enable continual service improvement

16. GREG WARNER | SENIOR CONSULTANT | SERVICEROCKET | @SABRE1817
Thank you!