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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