Post on 21-Jan-2018
transcript
Care for others and make them feel like they belong. Encourage others to participate to their fullest. Listen, communicate openly and set clear expectations
BE A HOST
Be bold and apply original thinking. Imagine the ideal outcome. Be resourceful to make the outcome a reality
BE A CEREAL ENTREPRENEUR
Be curious, ask for help, and demonstrate anability to grow. Own and learn from mistakes. Bring joy and optimism to work
EMBRACE THE ADVENTURE
Prioritize work that advances the mission and positively impacts the community. Build with the long-term in mind. Actively participate in the community & culture
CHAMPION THE MISSION
Airbnb Core ValuesOur Mission: Airbnb exists to create a world so that anyone can belong anywhere.
Our Support PastFinding self-help & personal help
Dozens of group emails or even worse an individual’s email address
Finding content is difficult and dispersed in Box, Drive, Wikis, etc
Inconsistent formatting reduces content effectiveness
No centralized place to get real-time status or make updates
DISCOVERY
Communicate, communicate and communicate
COMMUNICATION
Identified who are your stakeholders, power stakeholders and VIP stakeholders
STAKEHOLDERS
Define the Service Catalog
KNOWLEDGE BASE
Document the business requirements
BUSINESS NEEDS
Organize your JIRA Service Desk project data
ORGANIZE
Define a Strategy for your content plan
PLAN
JSD Project DataChampion The Mission
• Project Members & Roles
• Service Categorization
• Knowledge Articles
• Queues
• Portal Requests
• Workflows
• Automation
• Reporting
• User Acceptance TestingYour contract
And More…Embrace The Adventure
CATEGORY TOPIC ITEMS
&
APPROVAL
JIRA Dashboards
JSD OOB Reporting
Integration with external
reporting tools
REPORTINGLDAP INTEGRATION Actions for JSD
Extension for JSD
Queues Management
LDAP
Automation
ADD-ONSAgents
Power Users
end Users
TRAINING(s)
Service CatalogChampion The Mission
REFINE Keep the customer-facing
items
NAME Name items as services
GROUP Logically categorize your
services
DEFINE List all the things you do
Governance Federated
Search Taxonomy Labeling
User Experience
Self Help Personal Help
BUILD
Communicate, communicate and communicate
COMMUNICATION
Define and build all add hoc reporting
REPORTING
Define and create all workflows for all issue types
WORKFLOWS
Create Confluence space and content
KNOWLEDGE BASES
Define and build all automation according to the business requirements
AUTOMATION
Define and build all services requests according to the business requirements
SERVICE REQUESTS
JSD new UIBe a Host
www.yourcompanyname.com
Airbnb Listings - Each JSD project has its own custom banner
Custom Layout - The Welcome message and News section are in custom split layout
Search Bar - Outline color darkened for emphasis and position moved to be more centrally located on the page
Self Help ContentBe a Host
Consistent Formatting - Templates for FAQs, Overviews and Guides keep answers clear and simple to read
Relevant Content - Answers to popular questions using KCS support methodology
Fast Creation - Content can be created faster with template guidance.
www.yourcompanyname
K.I.S
Close the loop supportBe a Host
www.yourcompanyname.com
Positive user experience will build your brand and drive adoption
Anticipate your customer’s needs before they need them
Reduce frustration by offering to get users to the help they need.
Every step of the way
Nested queuesBe a Host
Organize Work - Establish queues to view different request types, locations, status and more
Track SLAs - Manage request Response and Resolution times to provide timely responses.
Automation - Assign tickets based upon the request type, notify specific users about Critical issues
From email folders to LATITUDE
POWERFUL
TRANSPARENT
COMPREHENSIVE
PROCESS ORIENTED
EFFECIENT
INTUITIVE
PROACTIVE
ORGANIZED
JIRA ProjectBe a Cereal Entrepreneur
ReportingEmbrace The Adventure
If you can’t measure it, you can’t improve it. -Peter Drucker
Just because you can measure it, doesn’t mean you should. -Chris Arrington
ReportingEmbrace The Adventure
0
1.3
2.5
3.8
5
United States Canada Australia China Brazil
3.62.933
4.1
What are your goals?
Are the metrics actionable?
Are they customer focused?
Reporting GIGOEmbrace The Adventure
Acknowledge - Transitions Status from Open to In Progress, Self-Assigns the ticket - fulfilling the Response SLA
Categorization - 3 tiers provide additional level of detail needed to match to our service catalog for IT.
Demographic Data - Additional data needed to gain insights into support opportunities by organization, location, employee type and new hires
Reporting KISSEmbrace The Adventure
Core Metrics
• Response SLA
• Response SLA
• Top Requests
• Ping Pong Tickets
• First Call Resolution
• Customer Satisfaction
• New Hire Tickets
New Hire Tickets
• Educate
• Automate
• Eliminate
Thanks Mike! I have had a good look through the new platform and its great.
Can I just add my 5 unbiased stars.
Woohoo! Looks pretty snazzy! :)
This is baller AF. Congrats!
It's clean, easy to use and polished.
Wow! Way to go, Chris. A huge project, and it looks fantastic