how spotify it supports a company in hypergrowth
TRANSCRIPT
RICK WACEY • SERVICE OWNER • SPOTIFY • @RICKWACEYDANIEL VÁZQUEZ • IT ENGINEER • SPOTIFY • @DANPUCELA
How Spotify IT supports a company in hypergrowth
Even in a large corporation, IT can provide a personal level of service to each and every employee.
Rick Wacey
From Manchester, England
Moved to Stockholm, Sweden and joined Spotify in 2011
Service Owner for IT Support
Daniel VázquezFrom Valladolid, Spain
Moved to Stockholm, Sweden and joined Spotify in 2014
IT Engineer for IT Support
2011: ~300 Employees
6 times larger in 4 years!
2015: ~1800 Employees
• Big cool statistic
• 2,569
• Add-Ons in Marketplace
Spotify IT
J I R A S E RV I C E D E S K
B E F O R E J I R A
R E B U I L D I N G S U P P O R T P L AT F O R M
R E S U LT S
Agenda
Before JIRAJIRA adoption
100% of requests arrived into a single email inbox shared between 2 IT staff.
Single email inbox
In 2011, Spotify adopted JIRA. The IT project was created in August 2011 and all emailed requests created a ticket.
Early JIRA
In Progress ClosedOpen
Email scales badly.
IT JIRA Tickets
0
1000
2000
3000
4000
Q4/2011 Q2/2012 Q4/2012 Q2/2013 Q4/2013 Q2/2014 Q4/2014 Q2/2015
Problems to solve
No categorisation
Lead times increasing
Lost track of tickets
Satisfaction dropping
One place for IT support
Better UXKnowledge base
What did we hope to achieve?
tickets still created by email
95%
J I R A S E RV I C E D E S K
B E F O R E J I R A
R E S U LT S
Agenda
R E B U I L D I N G S U P P O R T P L AT F O R M
CategorisationExpanded issue types
Workflow Changes
UntriagedIT Action Needed
Awaiting User
ResponseClosed
Blocked Scheduled
Email Portal
Categorisation
9 %1 %
1 %1 %
2 %3 %
6 %
35 %
41 % New York City StockholmLondon CambridgeBoston BerlinLos Angeles GothenburgOther
Where do our tickets come from?
Tickets created during 2015
CategorisationSeverity
P1 P2 P3 P4 P5
Critical LowNormalHighVery High
30 minutes 2 hours 6 hours 24 hours >24 hours
(Expected Maximum Response Time)
Too corporate?
SLAs
Unknown
SLAs
SLAs
Time waiting for supportTime to first response
Primary SLAs we track using JIRA Service Desk
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.
A review of each ticket
Triaging
Automatic with JSD
Determining severity and which queue it should be directed to.
Still a large communication channel with IT.
More information gathered from the user to automatically triage.
Expanded IT Support Knowledge Base
One KB articleHundreds of similar tickets
Tracking walk-ups
Follow up
Every request made into a traceable JIRA ticket.
MetricsGaining metrics from one of our primary support channels.
Traceability
User can follow up on the walk-up later in JIRA Service Desk.
Created in Hack Week
Script
Speedy creation
Categorisation
A hack week project by Rick and a colleague in IT, Lee Cherry.
Ticket creation takes seconds, no excuses not to track!
Deeper insight into what help our internal users need help with.
J I R A S E RV I C E D E S K
B E F O R E J I R A
R E B U I L D I N G S U P P O R T P L AT F O R M
Agenda
R E S U LT S
Portal Adoption Challenges
At launch
Spotify has always been email heavy making portal adoption challenging.
VisibilityStaff who have been around for some time still unaware that our portal exists!
Email heavy company
Fewer relevant issue types, no severity options and poor documentation.
tickets created through the portal
55%
Driving Portal Adoption
An email auto response states that the user will get faster support through the portal.
No mention of email!
More relevant categories and forms to drive usage further.
Better documentation
8x 1 in 6100%
Support Platform Results
~70%
Walk-upsCategorised tickets
SLA SuccessKnowledgebase
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
Next Steps
Satisfaction tracking
Encouraging technicians to keep articles up to date and relevant.
Walkups worldwideDevelop and install walkup systems in every office.
Relevant KB articles
Are we meeting the business’s expectations?
Even in a large corporation, IT can provide a personal level of service to each and every employee.
JIRA coupled with JIRA Service Desk is a platform with which this vision can be achieved.
Thank you!
RICK WACEY • SERVICE OWNER • SPOTIFY • @RICKWACEYDANIEL VÁZQUEZ • IT ENGINEER • SPOTIFY • @DANPUCELA