how to implement slas and metrics in jira service desk - lucas dussurget

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Lucas Dussurget • Director • Valiantys • @ValiantysEN

How to implement SLAs and metrics in JIRA Service Desk

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Why IT managers don’t like SLAs: •  Need to calculate everything in Excel

•  Is not helping me improve •  No flexibility in reports •  Can’t change them myself

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What’s an SLA in JIRA Service Desk ?

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Let’s get started and build some SLAs

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“How I can set a resolution SLA that won’t run when I’m waiting for my

customer?”

An international development charity:

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Use clear naming conventions

Pause time when it’s necessary Use only one SLA

and make it too complex

DON’T DO

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“How I can define different goals depending on ticket priority?”

One of the largest British newspapers company:

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Create specific goals depending on your field

values

Create more than 10 different goals

DON’T DO

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“How can I have my SLA running 24/7 if the ticket is a P1 but not if it’s a lower priority?”

One of the top UK insurance firms:

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Use calendars to support teams indifferent locations

Don’t forget to add your team’s public holidays

DON’T DO

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“What else can I do with SLAs in JIRA ?”

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“How can I send an email to the IT manager automatically if the SLA is breached ?”

“I want the on-duty engineer to receive a text

if a P1 ticket is created.”

“How can I automatically escalate the issue to the team leader if the SLA is breached ?”

Add-on combinations

Specific Use–case

With a 9-5pm Monday to Friday calendar

I want to have a standard 8h SLA

So my SLA is suspended on the Weekend

If a ticket is raised by one of my Gold Customers

Except …

Then it should keep running on Saturday

Between 4 and 5pm on Friday

But if it’s raised after 5pm, the SLA should be suspended till Monday.

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Create two calendars, one 9-5 Monday to Friday and another 9-5 Monday to Saturday

Set a standard resolution time SLA

Goals are set to be running with my first calendar by default

Using the Automation plugin, a hidden custom field is updated to mark if the ticket was raised on a Friday between 4 and 5pm

Add a new goal which will only be applied if the customer is a Gold Customer and if the value of the hidden field is set to Yes

Mark this goal as using the Monday to Saturday calendar

How we did it

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• Use this only if it’s important to

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at in the Chapter sequence.

In brief

Create simple SLAs

Stop SLA when needed

Set different goals with criteria

Create different calendars

Extend SLAs with add-ons

Thank you! Questions: visit us at booth G5

Lucas Dussurget • Director • Valiantys • @ValiantysEN