Date post: | 14-Sep-2014 |
Category: |
Technology |
View: | 242 times |
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SHIHAB HAMID • PRODUCT MANAGER • ATLASS IAN • @SHIHABHAMID
JIRA Service DeskDEEP DIVE
What is a service desk?
Sure thing!
YOUR CUSTOMERS YOUR TEAM
Can you help me out?
CUSTOMER PORTAL
QUEUES
SLA
REPORTS
CUSTOMER PORTAL QUEUES SLA REPORTS
Do you use JIRA as a service desk?
38%
?
How do they create a request?
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...I set up JIRA to model my
process, and still my users are bypassing the system...
SOME CUSTOMER
”
“
Customer Portal
CUSTOMER PORTAL
• A simple and intuitive experience to create and track their requests
Simple and intuitive
CUSTOMER PORTAL
Core conceptsISSUE TYPES REQUESTS TYPES
CUSTOMER PORTAL
Out of the box
CUSTOMER PORTAL
Out of the box
Keyboard replacements are common
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Let’s collect some information
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Speak your customers’ language
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Request types are issue type templates
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Status re-mapping
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Notifications
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Simple and intuitive
Control information
Smart notifications
Customer Portal
CUSTOMER PORTAL
QUEUES
Queues
QUEUES
• Organize issues into streams of prioritized work
Focus your team
QUEUES
• A queue lets you define
• what issues are shown using JQL
• the columns that are displayed
• the priority of issues through ordering
Core concepts
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How should you design your queues?
QUEUES
Match your workflow
QUEUES
Split by specialization
QUEUES
Hybrid queues
QUEUES
Hybrid queues
ISSUE TRIAGE
DESKTOP SUPPORT
SYS ADMIN & OPS
PROCUREMENT
QUEUES
• Order tickets by
• Created date
• Due date
• Priority or severity
Prioritization
Service Level Agreements
SLA
• An SLA is a goal for your team and an expectation for your customers
Measurable goals
SLA
• An SLA has two parts
• A time metric defines how to measure time
• A goal is a target time for the metric for a set of issues
Core concepts
+ = SLA
• Critical and blocker issues need to be resolved within 24 hours
• All other issues need to be resolved within 3 days
SLA
Quick example
+
SLA
Time to resolution
WAITING FOR SUPPORT
RESOLVED(Resolut ion Set )
UNTRIAGED( Issue Created)
START
Issue Created
STOP
Resolution Set
How does SLA help prioritization?
• Level One
• Level Two
• Level Two
• Level Two
• Level One
Reality is a bit more complicated
SLA
Time to resolution
WAITING FOR SUPPORT
RESOLVED(Resolut ion
UNTRIAGED( Issue
START
Issue Created
STOP
Resolution Set
SLA
Time to resolution
WAITING FOR SUPPORT
RESOLVED(Resolut ion
UNTRIAGED( Issue
START
Issue
Created
STOP
Resolution
Set
WAITING FOR CUSTOMER
WAITING FOR SUPPORT
PAUSE
Waiting for
Customer
Resolve or respond?
SLA
Time to response
WAITING FOR SUPPORT
RESOLVED(Resolut ion
UNTRIAGED( Issue
WAITING FOR CUSTOMER
WAITING FOR SUPPORT
SLA
Time to response
WAITING FOR SUPPORT
UNTRIAGED( Issue
WAITING FOR CUSTOMER
WAITING FOR SUPPORT
WAITING FOR CUSTOMER
RESOLVED(Resolut ion
WAITING FOR SUPPORT
WAITING FOR SUPPORT
WAITING FOR CUSTOMER
SLA cycles in action
SLA
• Time to triage
• Time to assign an issue
• Time to first response
• Time between comments
• Time awaiting approval
• Time for vendor to supply goods
Measure what matters
SLA
• Issue level
How are you doing?
SLA
• Aggregate level
How are you doing?
SLA
• What issues are about to breach SLA?
Querying for SLA
“Time to resolution” <= 1h
SLA
• How many issues did I breach in the last week?
Querying for SLA
“Time to resolution” = breached( )
Reports
REPORTS
• Visualize performance to identify bottlenecks and optimize your process
Measure and improve
REPORTS
• A report has 1 or more series
• A series plots a metric over time
• A metric can be a volume-based on time-based
• A series can be filtered using JQL
Core concepts
REPORTS
Incoming issues
REPORTS
Incoming issues
REPORTS
Incoming issues
REPORTS
Incoming issues
REPORTS
Team workload
How do you report on time metrics?
REPORTS
Time metrics
REPORTS
Response and resolution
REPORTS
Responsiveness
REPORTS
SLA Reports
CUSTOMER PORTAL
QUEUES
SLA
REPORTS
?
Knowledge Base
KNOWLEDGE BASE
• Reduce the number of tickets your team has to deal with by helping customers help themselves
Self-service desk
KNOWLEDGE BASE
• A service desk can be connected to a KB space in Confluence
• A knowledge article is a page in the KB space
Core concepts
KNOWLEDGE BASE
Confluence Blueprints
KNOWLEDGE BASE
Connecting with KB
KNOWLEDGE BASE
Searching for solutions
Search or suggest?
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How do you capture knowledge?
• Level One
• Level Two
• Level Two
• Level Two
• Level One
• Level One
• Level Two
• Level Two
• Level Two
• Level One
Page title here
CUSTOMER PORTAL
QUEUES
SLA
REPORTS
How do I get started?
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