New Markets State of the Union
- 2. JIRA Service Desk DEEP DIVE SHIHAB HAMID • PRODUCT MANAGER • ATLASSIAN • @SHIHABHAMID
- 3. What is a service desk?
- 4. Can you help me out? YO U R C U S TO MERS Sure thing! YO U R TEA M
- 7. Do you use JIRA as a service desk?
- 8. 38%
- 9. ? How do they create a request?
- 10. Big point
- 11. Big point
- 12. Big point
- 13. Big point
- 14. Big point
- 15. “ ...I set up JIRA to model my process, and still my users are bypassing the system... SOME CUSTOMER ”
- 16. Customer Portal
- 17. CUSTOMER PORTAL Simple and intuitive • A simple and intuitive experience to create and track their requests
- 18. CUSTOMER PORTAL Core concepts ISSUE TYPES REQUESTS TYPES
- 19. CUSTOMER PORTAL Out of the box
- 20. CUSTOMER PORTAL Out of the box
- 22. Big point
- 24. Big point
- 25. Big point
- 27. Big point
- 28. Big point
- 29. Big point
- 30. Request types are issue type templates
- 31. Big point
- 32. Big point
- 33. Big point
- 35. Big point
- 36. Big point
- 37. Notifications
- 38. Big point
- 40. Customer Portal Simple and intuitive Control information Smart notifications
- 42. Queues
- 43. QUEUES Focus your team • Organize issues into streams of prioritized work
- 44. QUEUES Core concepts • A queue lets you define • what issues are shown using JQL • the columns that are displayed • the priority of issues through ordering
- 45. Big point
- 46. How should you design your queues?
- 50. QUEUES Hybrid queues ISSUE TRIAGE DESKTOP SUPPORT SYS ADMIN & OPS PROCUREMENT
- 51. QUEUES Prioritization • Order tickets by • Created date • Due date • Priority or severity
- 53. SLA Measurable goals • An SLA is a goal for your team and an expectation for your customers
- 54. SLA Core concepts • An SLA has two parts • A time metric defines how to measure time • A goal is a target time for the metric for a set of issues + = SLA
- 55. SLA Quick example • Critical and blocker issues need to be resolved within 24 hours • All other issues need to be resolved within 3 days +
- 56. SLA Time to resolution UNTRIAGED (Issue Created) WAITING FOR SUPPORT RESOLVED (Resolution Set) START STOP Is s ue C reat ed Res olution Set
- 59. How does SLA help prioritization?
- 60. • Level One • Level Two • Level Two • Level Two • Level One
- 61. Reality is a bit more complicated
- 62. SLA Time to resolution UNTRIAGED (Issue WAITING FOR SUPPORT RESOLVED (Resolution START STOP Is s ue C reat ed Res olution Set
- 63. SLA Time to resolution UNTRIAGED (Issue WAITING FOR SUPPORT WAITING FOR CUSTOMER WAITING FOR SUPPORT RESOLVED (Resolution START PAUSE STOP Is s ue Wait ing for Res olution C reat ed C us t omer Set
- 66. SLA Time to response UNTRIAGED (Issue WAITING FOR SUPPORT WAITING FOR CUSTOMER WAITING FOR SUPPORT RESOLVED (Resolution
- 67. SLA Time to response UNTRIAGED (Issue WAITING FOR SUPPORT WAITING FOR CUSTOMER WAITING FOR SUPPORT WAITING FOR CUSTOMER WAITING FOR SUPPORT WAITING FOR CUSTOMER WAITING FOR SUPPORT RESOLVED (Resolution
- 69. SLA cycles in action
- 76. SLA Measure what matters • Time to triage • Time to assign an issue • Time to first response • Time between comments • Time awaiting approval • Time for vendor to supply goods
- 77. SLA How are you doing? • Issue level
- 78. SLA How are you doing? • Aggregate level
- 79. SLA Querying for SLA • What issues are about to breach SLA? “Time to resolution” <= 1h
- 80. SLA Querying for SLA • How many issues did I breach in the last week? “Time to resolution” = breached( )
- 81. Reports
- 82. REPORTS Measure and improve • Visualize performance to identify bottlenecks and optimize your process
- 83. REPORTS Core concepts • A report has 1 or more series • A series plots a metric over time • A metric can be a volume-based on timebased • A series can be filtered using JQL
- 90. How do you report on time metrics?
- 96. ?
- 97. Knowledge Base
- 98. KNOWLEDGE BASE Self-service desk • Reduce the number of tickets your team has to deal with by helping customers help themselves
- 99. KNOWLEDGE BASE Core concepts • A service desk can be connected to a KB space in Confluence • A knowledge article is a page in the KB space
- 101. KNOWLEDGE BASE Connecting with KB
- 102. KNOWLEDGE BASE Searching for solutions
- 103. Search or suggest?
- 104. Big point
- 105. How do you capture knowledge?
- 106. • Level One • Level Two • Level Two • Level Two • Level One
- 107. Page title here • Level One • Level Two • Level Two • Level Two • Level One
- 111. How do I get started?
- 112. Big point
- 113. Big point
- 114. Big point
- 115. Big point
- 116. Get it now!
- 117. Rate this Talk New Markets State of the Union Text code below to 22333 or visit http://bit.ly/15BILek MEH = 3W NO T BA D = 3X P R ET T Y GO O D = 3Z A WES O ME = 40 To join this session, send text 136888 to