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GEN KALLOS • ASSOCIATE DIRECTOR • VISTAPRINT

Rolling Out JIRA Service Desk From 2 to 22 Locations

Improving our service across the globe

DAVE SONDERLING • TECHNOLOGY MANAGER • VISTAPRINT

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Our Story

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We empower millions of people worldwide to…

•  Make a living •  Make a connection •  Make a difference

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Our Global Operations

$1.2 BILLION REVENUE

4,700 EMPLOYEES

22 OFFICE LOCATIONS

60+ SUPPORT SERVICES

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Our Challenge

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Our Legacy Help Desk System

Criteria Legacy

# of service choices 60+

Browser support IE8 only

Session timeout 15 minutes

Usability feedback Poor

Reporting and visibility Limited static reports

Extensibility / integrations None

C O L U M N T I T L E C O L U M N T I T L E C O L U M N T I T L E

FRUSTRATED USERS OVERBURDENED SUPPORT TEAMS

ILL-EQUIPPED SENIOR MANAGEMENT

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Our Service Model

A S S E T M A N A G E M E N T L O C A L D E S K T O P

S U P P O R T V O I P S U P P O R T

5 0 + O T H E R S … M A C S U P P O R T

M O B I L E D E V I C E S U P P O R T

N E T W O R K S U P P O R T F A C I L I T I E S

M A N A G E M E N T O U T L O O K S U P P O R T

S Y S T E M S S U P P O R T S A P S U P P O R T M A N U F A C T U R I N G

S Y S T E M S

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Why JIRA Service Desk?

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Over 10 Years of Experience with JIRA

I M P L E M E N T E D

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Products We Use

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Key Advantages of JIRA Service Desk

Criteria Legacy Service Desk

# of service choices 60+ 2

Browser support IE8 only Firefox, Chrome, Safari & IE

Session timeout 15 minutes None

Usability feedback Poor Awesome

Reporting and visibility Limited static reports JQL, Dashboards, Agile & SQL

Extensibility / integrations None JEMH, easily configurable, custom add-ons

HAPPY USERS ENGAGED SUPPORT TEAMS

WELL-INFORMED SENIOR MANAGEMENT

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Our Implementation Approach

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Implementation Approach

EVALUATE OUT-OF-THE-BOX

SOLUTION

4 WEEKS

CONFIGURATION CHANGES

4 WEEKS

BETA TESTING ACROSS THE

GLOBE

2 WEEKS

INCORPORATE BETA TEST FEEDBACK

1 WEEK

PILOT IN PRODUCTION

WITH 2 LOCATIONS

2 WEEKS

INCORPORATE CHANGES

1 WEEK

WE ROLLED OUT FROM 2 TO 22

LOCATIONS IN 3 WEEKS

ROLLOUT TO 22 LOCATIONS

1 WEEK

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Tickets Created via E-mail USERS REPORT AN ISSUE BY

SENDING AN EMAIL TO “SERVICE DESK TICKET”

TICKET IS AUTOMATICALLY CREATED IN JIRA SERVICE DESK

AND USER IS NOTIFIED

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Customizations for Agents

“REASSIGN TO GROUP” BUTTON ENABLES REASSIGNING THE TICKET TO ANOTHER

SUPPORT TEAM

“MOVE TO INFRA” BUTTON ENABLES SENDING THE TICKET BACK TO TEAMS

THAT ARE STILL IN THE LEGACY SYSTEM

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Lessons Learned & Big Wins

Lessons Learned

•  Demonstrate value quickly •  Start with a lower-complexity team that has broad impact •  Default to standard functionality and only customizing as needed •  Provide some level of integration with the legacy system

Big Wins

REDUCED COMPLEXITY

INCREASED VISIBILITY

HAPPIER USERS,

SUPPORT TEAMS AND

EXECUTIVES

Big Wins: Instant Reports Available

Big Wins: Additional Reporting

4,933 created last month Service Desk tickets

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4,875 resolved last month Service Desk tickets

98.8% Tickets resolved

Thank you!

GEN KALLOS • ASSOCIATE DIRECTOR • VISTAPRINT DAVE SONDERLING • TECHNOLOGY MANAGER • VISTAPRINT

CHRISTOPHE CAPEL • CCAPEL@ATLASSIAN.COM • @CHRISTOPHECAPEL

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