atlas desk team – a year with jira service desk - dan horsfall and nikki nguyen
DESCRIPTION
One year after its launch, learn the impact that JIRA Service Desk has made on the Atlassian IT service desk, aka AtlasDesk. Learn how we: Automated triage and routing of issues. Implemented SLAs to prioritize work. Use reports to easily track productivity. Integrated CSAT with JIRA Service Desk. Provided a better service to Atlassian users.TRANSCRIPT
#atlassian
Dan Horsfal l • Business Productivity Analyst • Atlassian Nikki Nguyen • Business Productivity Analyst • Atlassian
A Year with JIRA Service DeskAtlassian IT Support (AtlasDesk)
2011
370 Staff in 3 offices
AMS
SYD
SF
• User Accounts
• Hardware Support
• Networking
• System Outages
• Software Purchasing
• Change Requests
• New Instances / Systems
• Phone System
• Projects
• Cloud Applications
2 0 1 1
One Sysadmin Team
Raising Issues2 0 1 1
Raising Issues2 0 1 1
Typical “Firehose” View2 0 1 1
Our IT Team were literally on fire2 0 1 1
Our IT Team were literally on fire2 0 1 1
2 0 1 1
Everything In To One Shared Jira Project
Changes to managed systems
Create & Maintain new systems
Desktop / Laptop Support
2 0 1 1
Everything In To One Shared Jira Project
Changes to managed systems
Create & Maintain new systems
Desktop / Laptop Support TRIAGE
2 0 1 1
Everything In To One Shared Jira Project
2013
JIRA Service Desk
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
Initial Reaction:Simple To Use, And Better Looking Way To Raise (More) Issues
2 0 1 3
Categories View - Real Game Changer2 0 1 3
Categories View - Real Game Changer2 0 1 3
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
Typical “Firehose” View2 0 1 3
Much Better!2 0 1 3
2 0 1 3
SLA
What Behaviour Do You Want To Drive?2 0 1 3
What Behaviour Do You Want To Drive?
First Comment?
2 0 1 3
What Behaviour Do You Want To Drive?
First Comment?
Issue Resolution?
2 0 1 3
Why Implement SLAs?
Why Implement SLAs?
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
Reports2 0 1 3
Reports2 0 1 3
Reports2 0 1 3
Reports
2 0 1 3
Reports
2 0 1 3
Reports
2 0 1 3
Reports
2 0 1 3
Reports
2 0 1 3
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
2 0 1 3
Custom Queues
2 0 1 3
Custom Queues
2 0 1 3
Custom Queues
2 0 1 3
Custom Queues
2 0 1 3
Custom Queues
2 0 1 3
Custom Queues
2 0 1 3
Custom Queues
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
2 0 1 3
CSAT
2 0 1 3
CSAT
2 0 1 3
CSAT
2014
Atlassian Staff By Year2 0 1 4
Atlassian Staff By Year
0
300
600
900
1200
2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 Today
Staff
1100
889
620
370265
206160894820962
2 0 1 4
Atlassian Staff By Year
0
300
600
900
1200
2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 Today
Staff
1100
889
620
370265
206160894820962
2 0 1 4
• Networking• System Outages
• User Accounts• Hardware Support• Software
Purchasing
• Change Requests• New Systems• Phone System• Projects
• Cloud Applications
Distributed Sysadmin Team2 0 1 4
• Networking• System Outages
• User Accounts• Hardware Support• Software
Purchasing
• Change Requests• New Systems• Phone System• Projects
• Cloud Applications
Distributed Sysadmin Team2 0 1 4
Single Portal For UsersO n e S y s a d m i n Te a m
Single Portal For UsersO n e S y s a d m i n Te a m
~1100 Staff in 9 offices
AMS GDN
SGN
MNL
SYD
SFO
ATXTKY
PGP
Dan Horsfal l • Business Productivity Analyst • Atlassian Nikki Nguyen • Business Productivity Analyst • Atlassian
Thank you!