This document provides an overview of Isos Technology's consulting services for implementing Jira Service Desk. It discusses setting up a Jira Service Desk project including defining service catalog items, request types, issue types, and workflows. It also covers configuring service level agreements, queues, customer satisfaction surveys, and automation options. The presentation aims to help attendees understand how to design and build out a customized Jira Service Desk implementation.

1. www.isostech.com
Phoenix • Las Vegas • San Diego • Salt Lake City • New York • Washington DC
In a Hour!
ATLASSIAN

2. Hello!
I’m Mary Ramirez
Atlassian Support Lead
mary.ramirez@isostech.com
jsd.isostech.com

3. Isos Technology is a consulting
firm that helps teams
collaborate, communicate and
work more efficiently. We're
passionate about using
emergent technologies to solve
real-world business problems.

4. Agenda
Atlassian Overview Start from the Beginning
Jira Service Desk & ITSM Overview
Jira Service Desk Time to Build!
Q&A Next Steps
jsd.isostech.com

5. 25,000+

6. ITIL Certified
Incident Management
Problem Management
Change Management
Service Request Management

7. Sub-Tasks Sub-Tasks Sub-Tasks Sub-Tasks
Issue Types Issue Types
Issues
Components
(sub-section)
Versions (milestones)
Projects
Project Categories

8. Agenda
Atlassian Overview Start from the Beginning
Jira Service Desk & ITSM Overview
Jira Service Desk Time to Build!
Q&A Next Steps
jsd.isostech.com

9. Service Request Fulfillment
Service
Request
Make it easy to ask for help with simple self-service?
Streamline request fulfillment to deliver optimum service
Provide answers with smart, automated KB suggestions
Best practice ITIL service request workflows, including approvals

10. Incident Management
Reduce resolution time with ChatOps & connected teams
Powerful SLAs to improve service response
Best practice ITIL workflows to streamline incident response
Incident
Prioritized queues to streamline incident response

11. Problem Management
Problem
Find root causes faster with simple problem management
Increase visibility: link problems to software issues
Deflect Incidents - share solutions and workarounds with the entire IT team
?
Best practice ITIL workflows to support problem investigations

12. Change
Change Management
Prioritize and manage changes effectively
Simplify change approvals
Coordinate change requests with software releases
Best practice ITIL workflows that streamline IT change requests

13. Workplace IT
team
Application support
team
Streamlined Service Management
across all teams
HR
team
Legal team
Add a new team in minutes with a project that fits their
process and support requirements.
the Jira platform makes it easy to scale across the organization

14. Agenda
Atlassian Overview Start from the Beginning
Jira Service Desk & ITSM Overview
Jira Service Desk Time to Build!
Q&A Next Steps
jsd.isostech.com

15. Define What Your Service Desk is
And
What it is Not!
Do not make it a dumping ground for long-lived
tasks and complex workflows

16. Service Desk
Streamlined ITSM
Purposes Built for Service Teams
Service
Request
Incident Problem Change
users developers
Service team
Service Desk project

17. Help Center - URL
IT Help Desk - URL
What is JSD Made Up of?
Breakdown
JSD Configuration
Confluence Space
JIRA Project
HR Help Desk - URL
JSD Configuration
Confluence Space
JIRA Project
Legal Help Desk - URL
Confluence Space
JSD Configuration
JIRA Project

18. Create Your
Jira Service Desk Project

19. Where to Begin?
Service Catalog
● What do your “customers” ask you to do?
○ JSD Request Types
○ Fields
● How do you perform these tasks?
○ Jira Issue Types
○ Workflows
○ Fields
● Work through these questions and create a matrix.
○ This will be your blueprint

20. The Matrix
Request
Type
Request Type
Description/Help Text
Request Type
Fields
Request
Group
(JSD only)
Issue
Type
Issue Type
Fields
Issue Type
Description
Request
Admin
Access
If you need permanent
or temporary admin
access on any of our
internal...
What Type?
What System?
Why?
Logins &
Accounts,
Applications
Access Summary,
Component,
Description
Fix an
Account
Problem
Account not working as
expected? Forgot your
password? Let us know
and we'll reset it for you.
Problem?
What System?
How to
Recreate?
Logins &
Accounts
Access Summary,
Component,
Description
RT3 RG2

21. Who are my Customers?
Internal, External or Both
● Will I have customers external to the organization?
○ Are they known in Jira (LDAP, A/D, etc)?
○ Can they sign up if they are not?
○ Public facing?
○ Are they all a part of a single organization or will
they be from multiple orgs?
● Will I have customers internal to the organization?
○ Are they Jira users?
○ Do I want them to interact with Jira directly?

22. Who Does the Work?
Agents and/or Other Teams
● Agent
○ JSD is licensed per Agent
○ Agents can do everything in the project
● Other teams (non-Agent) -- “Service Desk Team”
○ View issues, comments and attachments
○ Add and delete their own attachments and
internal comments
○ Watch and vote for issues

23. Project Roles & Permissions
Familiar Jira Concepts
● Service Desk Team
○ Add licensed Agents
○ Add regular Jira Users - Limited capabilities
● Service Desk Customers
○ In conjunction with Customer Permissions
○ Permission Scheme uses Service Desk Customer
- Portal Access security type, not this role

24. “Work is a necessary evil to be avoided.”
-Mark Twain
Set up Your
Knowledge Base!

28. SLAs, Queues
&
CSATs

29. Now What?
Agent Tools
● What are reasonable turnaround times for my
catalog items?
○ SLA Definition
● How should my agents find tasks?
○ Queues

30. How is my Team Doing?
Reporting and CSat
● Customer Satisfaction Surveys
● JSD Reporting
● Using JSD Concepts in JQL
○ SLAs
○ Organizations

31. I’m doing a lot of manual work
synching tickets &
doing repetitive work!
Automation

32. Atlassian Marketplace
apps &
integrations
for Jira
Service Desk
Jira Service Desk Extensibility200+

33. StatusPage for Jira Service Desk Show outage information in the customer portal
Extension for Jira Service Desk
Must have - Fills many of the gaps in JSD + Dynamic
forms
Actions for Jira Service Desk Adding workflow actions to the customer portal
Refined - Structure and Theme JSD
More branding and support for a KB backed by
many spaces
Ultimate Theming for Service Desk Allows for you to display many columns on the My
Issues view in the Portal
Insight - Asset Management Bringing asset management to Jira and JSD
Here are a Few Top Apps

34. Email this issue
Email internal and external contacts the current
JIRA issue from JIRA.
Also supports automation from workflow
transitions
Customer Satisfaction Survey
(several options)
See what your customers think of your service
Canned Responses for Jira Standardize common responses with templates
Issue Reminders or Remind Me Reminders to follow-up on JIRA issues
Automation for Jira User friendly automation, no coding required.
Jira Miscellaneous Workflow
Extension
Automation in the workflow post functions with no
code required.
Here are a Few More Top Apps

35. Things to Keep in Mind
● JSD Email Handler is COMPLETELY different than the
Jira Email Handler
● Anything in the KB can be exposed, mind your
Confluence content and permissions
● Your service desk should be about service items, not
long- tailed, complex processes

36. ● JSD Server Documentation
● Best Practices
● Administration Documentation
● JSD Microsite - Isos
● JSD Microsite - Atlassian
Reference Links
● Atlassian JSD YouTube Channel
● Atlassian YouTube Channel
● Atlassian Community

37. Mary Ramirez
mary.ramirez@isostech.com
jsd.isostech.com
Q&A