Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Enterprise Day 2015 - How Spotiy IT supports a company in hyper growth (Spotify)

431 views

Published on

How Spotify is using JIRA Service Desk to support an organisation in hypergrowth.

Published in: Technology
  • Be the first to comment

Enterprise Day 2015 - How Spotiy IT supports a company in hyper growth (Spotify)

  1. 1. How Spotify IT supports a company in Hypergrowth Daniel Vázquez | Spotify
  2. 2. DANIEL VÁZQUEZ • IT ENGINEER • SPOTIFY • SE.LINKEDIN.COM/IN/DANIELVAZQUEZR • @DANPUCELA How Spotify IT uses JIRA Service Desk to support the entire organisation
  3. 3. Daniel Vázquez From Valladolid, Spain Moved to Stockholm, Sweden and joined Spotify in 2014 IT Engineer for IT Support
  4. 4. 6 times larger in 4 years! 2011: ~300 Employees 2015: ~1800 Employees
  5. 5. • Big cool statistic • 2,56 9 • Add-Ons in Marketplace Spotify IT
  6. 6. JIRA SERVICE DESK EARLY JIRA REBUILDING SUPPORT PLATFORM RESULTS Agenda
  7. 7. Early JIRA In progress ClosedOpen Email Very simple workflow All the tickets created via email Problems to solve No categorisation Lead times increasing Lost track of tickets Satisfaction dropping
  8. 8. One place for IT support Better UXKnowledge base What did we hope to achieve?
  9. 9. tickets still created by email! 95%
  10. 10. JIRA SERVICE DESK EARLY JIRA RESULTS Agenda REBUILDING SUPPORT PLATFORM
  11. 11. Categorisation Expanded issue types Tickets per office P1 P2 P3 P4 P5 Critical Low Normal High Very High 30 minutes 2 hours 6 hours 24 hours >24 hours Severity
  12. 12. Workflow Changes Untriaged IT Action Needed Awaiting User Response Closed Blocked Scheduled Email Portal
  13. 13. Too corporate? SLAs Unknown Time waiting for support Time to first response Primary SLAs we track using JIRA Service Desk
  14. 14. Lists of tickets Queues Queues for each team Priority lane Arranged by severity, relevance and potential SLA breaches. Tickets go straight to the right people to solve them. Visible to everyone in IT for urgent requests. Triaging A review of each ticket Determining severity and which queue it should be directed to. This is automatically done with JIRA Service Desk
  15. 15. Expanded IT Support Knowledge Base One KB articleHundreds of similar tickets
  16. 16. JIRA SERVICE DESK EARLY JIRA REBUILDING SUPPORT PLATFORM Agenda RESULTS
  17. 17. tickets created through the portal 55%
  18. 18. 8x 1 in 6100% Support Platform Results ~70% Walk-ups Categorised tickets SLA SuccessKnowledgebase
  19. 19. Feedback “Our IT portal saves me time, since users can triage their own tickets” Robin - Spotify IT Stockholm “Service Desk is user friendly even for non-technical users” Luis - Spotify Financial Business Analyst
  20. 20. Next Steps Satisfaction tracking Encouraging technicians to keep articles up to date and relevant. Relevant KB articles Are we meeting the business’s expectations? Insight? We are currently evaluating the option of using Insight for our loaner equipment.
  21. 21. Thank you! DANIEL VÁZQUEZ • IT ENGINEER • SPOTIFY • SE.LINKEDIN.COM/IN/DANIELVAZQUEZR • @DANPUCELA

×