Revolutionize Your IT Team with JIRA Service Desk
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Missed our latest webinar on JSD + ChatOps? Check out the slides below to find out more information!
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Revolutionize Your IT Team with JIRA Service Desk
- 1. Revolutionize Your IT Team
- 2. 2 Atlassian focuses on helping teams COMPLETE ORGANIZE SUPPORT IT SOFTWARE HR MARKETING ENGINEERING DISCUSS
- 3. Challenges facing IT Teams IT team Business teams Dev teams
- 4. IT team “30% of organizations have moved ticket resolution closer to the service desk, reducing escalations when possible” “67% wanted to provide a better customer experience.”* * Top reason why organizations are changing Service Desks Source: HDI, “Service Management, Not Just for IT Anymore”, 2014 There is a growing demand for quality service between users and IT.There is a growing demand for quality service between users and IT. 2014 Service Management2014 Service Management StudyStudy 2014 Service Management2014 Service Management StudyStudy IT's Challenge To Deliver Better Customer Experience “91% of end-users say they prefer self-service”
- 5. IT and Dev IT not aligned with dev realizing the value of agile dev methods Dev adopting agile working in separate tools Organizational Silos IT and development processes are not aligned IT Dev Sources: Puppet Labs, “2015 State of DevOps Reports”, 2015 W A L L
- 6. We understand the challenges facing IT Business teams IT teams Dev teams
- 7. Better together Business teams IT teams Dev team Deliver end-to-end IT service management that's fast and agile for your organization
- 8. 8 Service Management softwareService Management software Designed on JIRA and purpose built for IT and serviceDesigned on JIRA and purpose built for IT and service teamsteams IT
- 9. Simple self-serviceSimple self-serviceSimple self-serviceSimple self-service Integrated knowledgeIntegrated knowledgeIntegrated knowledgeIntegrated knowledge ITIL workflowsITIL workflowsITIL workflowsITIL workflows Streamlined ticket managementStreamlined ticket managementStreamlined ticket managementStreamlined ticket management Real-Time collaborationReal-Time collaborationReal-Time collaborationReal-Time collaboration Powerful SLAs and ReportingPowerful SLAs and ReportingPowerful SLAs and ReportingPowerful SLAs and Reporting AutomationAutomationAutomationAutomation Why IT teams love JIRA Service Desk IT ?
- 10. Ease of access to all Service Desks ? ?? Make it easy to find help!
- 11. Simplified self-service users love! 11
- 12. Making knowledge accessible and actionable 12 KNOWLEDGE BASE CUSTOMER PORTAL
- 13. Deflect requests with knowledge recommendations 13
- 14. Streamlined IT Service support
- 15. Powerful SLAs right out of the box 15
- 16. Proactive Service Support with SLAs 16
- 17. Streamline service support with automation Choose pre-defined automation rules; or Create custom rules to streamline processes SLA due Ticket status changes System goes down Email is received Ticket is approved Send reminder Escalate ticket Create a ticket Change priority Grant access JIRA issue resolved Update Incident
- 18. Configuring Automation with ease 18
- 19. Ease of setup • Level One • Level Two • Level Two • Level Two • Level One
- 20. Big cool statistic 2,569 Add-Ons in Marketplace Ease of setup - IT Service Desk with ITIL workflows Incident Management Problem Management Change Management Service Request Management ITIL workflows
- 21. IT meets DevOps In 2015 the percentage of IT teams adopting DevOps (agile) passed 60% Incident Problem Change Bug Code Release
- 22. Linking Incidents to Issues
- 23. How a request becomes a feature
- 24. Customer Story
- 25. 15,000+15,000+
- 26. Pricing that customers love!
- 27. For the Enterprise Available for High availability Instant scalabilityPerformance at scale
- 28. Why JIRA Service Desk? A New Approach to Service Management Super simple to useSuper simple to use Focused on the end user and an experience they will loveFocused on the end user and an experience they will love Super simple to useSuper simple to use Focused on the end user and an experience they will loveFocused on the end user and an experience they will love Affordable pricingAffordable pricing JSD pricing is a win for customersJSD pricing is a win for customers Affordable pricingAffordable pricing JSD pricing is a win for customersJSD pricing is a win for customers Single platform for your IT and Dev TeamsSingle platform for your IT and Dev Teams Fully integrated with JIRA.Fully integrated with JIRA. Single platform for your IT and Dev TeamsSingle platform for your IT and Dev Teams Fully integrated with JIRA.Fully integrated with JIRA. Flexibility IT and service teams loveFlexibility IT and service teams love Easily adapt JIRA Service Desk to any support processEasily adapt JIRA Service Desk to any support process Flexibility IT and service teams loveFlexibility IT and service teams love Easily adapt JIRA Service Desk to any support processEasily adapt JIRA Service Desk to any support process
- 29. ChatOps Place the tools in the middle of the conversation Collaborate in real- time Lower MTTR Leverage team knowledge
- 30. • Automation on top of JSD features • Improves SLA • Creates a room & auto invites agents • Marketplace release pending- JIRA add-on + Integratio n
- 32. Thank you for attending! Q&A SessionQ&A SessionQ&A SessionQ&A Session Addteq.com 1-888-9ADDTEQ
Hinweis der Redaktion
- Today we’ll consider some trends impacting IT teams and consider ways they can leverage JIRA Service Desk & ChatOps practices to better align with development teams. We’ll look at the key features that IT and service teams love, share a brief JIRA Service Desk demo and then get into ChatOps and the integration between HipChat and JIRA Service Desk. We want you to see how JIRA Service Desk plays an important role in revolutionizing the way you deliver service management to your organization.
- When you zoom out, Atlassian’s products help teams Organize, Discuss and Complete work. Many of you are very familiar with JIRA and use it to enable collaboration across each and every member of your development teams JIRA helps development teams track issues, progress against activities, and manage their software development lifecycle. Today we’ll focus on JIRA Service Desk and see how it can help your IT and service teams be more efficient in the support they provide.
- Let’s take a closer look at the challenges that IT teams are facing. CLICK As we consider IT Teams we need to take into account the service management trends they are facing and look at how they might address them. We’d like to highlight a few of these from a recent survey conducted by the Help Desk Institute (HDI). Their survey, ‘Service Management, Not Just for IT Anymore,’ looks at the evolution of Service Management inside and outside of IT. It’s important we consider these types of trends if we want to transform the way IT delivers service support. CLICK We’ll first consider some of the challenges from the business perspective and then look at the needs of Dev teams.
- Consumerization of technology is changing the user’s expectations of IT services. CLICK HDI found that 91% of end-users prefer self-service. They want a method that makes it easy to ask for help and get updates. The HDI study shows that organizations switch their Service Desks because they want a better customer experience. CLICK 67% of customers stated ‘Wanting to provide a better customer experience.’ as a top priority The Service Desk is the face of IT. Today, customers want service fast and IT teams are fighting for resources. Most corporate service desks today have confusing designs, lots of technical jargon that the user must figure out for themselves, and long forms to fill out for everyday customer service. CLICK This study also confirms that 30% of IT organizations want to move ticket resolution closer to the service desk to reduce escalations and improve service support quality.
- We also need to understand the challenges IT teams encounter when supporting Dev teams. Dev teams are normally an extension of IT but often times, we find IT isn’t aligned with the same dev practices. This is mainly due to silos of organizational structure and the difference of processes between them. We also find these teams work in different tools, so it makes it very difficult to track issues and problems across both of the teams.
- As Atlassian Platinum partners we understand the importance and the need to better align IT organizations with business and Development teams. Today we are going to look at ways an IT organization can begin the journey to seek better alignment and deliver better service to all of their customers.
- JIRA Service Desk provides IT teams with a fast and agile way to deliver IT Service Management. This places them on the same playing field as Business and Development teams. Maybe it’s time to re-imagine the possibilities with all teams working in the same JIRA ecosystem. They can collaborate in real-time to solve issues faster. One click, and they are able to link an Incident or Problem to a JIRA issue the development team is already working on. They also have immediate access and updates of the latest releases the dev team is working on. They are able to deliver greater value to the business with amazing self service.
- Built on the JIRA platform, JIRA Service Desk is a new type of Service Management software that we believe your IT agents and employees, will actually love to use. It’s purpose, solely built, to fit their needs. JIRA Service Desk is a service management software that’s simple to use and configure but smart under the hood to meet the needs of an IT organization. It leverages the power of JIRA, providing them with everything they need out of the box for incident, change and problem management. With JIRA Service Desk, employees find an easy way to ask for help and IT agents, a fast way to resolve incidents.
- IT and service teams LOVE JIRA Service Desk. Here’s why. Simple self-service with a Consumer grade UI, that users love and IT teams find easy to deploy. Integrated knowledge that makes it easy for users to ask questions and find answers. IT teams can deploy a Service Desk that has ITIL workflows right out of the box. JIRA Service Desk streamlines ticket management, making it easy for IT teams to stay on top of their work Collaboration is an important part of the support process and JIRA Service Desk has it fully integrated for real-time collaboration across all teams. Powerful SLAs and reporting right out of the box to provide valuable insights from day one. JIRA Service Desk provides powerful Automation to streamline repetitive tasks or to notify the team about important conditions.
- A service desk project comes with a customizable customer-facing site (what we call, the customer portal) where your service desk customers can submit and track requests. Customer portals for multiple service desk projects can be accessed from a single global help center. The Global Help Center makes it easy for users to search for and find the help they need. With just one URL to provide, they can quickly search and find the right service desk to address their issue or question.
- Users love the simplicity of self-service and JIRA Service Desk makes it easy for an administrator to configure and deploy self-service. Service Desk makes it very easy for users to submit a New Service Request <click> As a user looking for support, the last thing you’d want to do is fill out a form that requires a checklist of information. JIRA Service Desk makes it possible for users to complete a service request. A simple and fast form to fill out to start the request process. Give users a simple request form in a language that make sense to them; they’ll love you for it. How beautiful is that? Only two fields for a hardware request make it effortless.
- Confluence is the best way to build your team’s knowledge and JIRA Service Desk puts that knowledge to work. With the self-serve customer portal, you can help customers help themselves by putting answers directly at their fingertips. Technical teams are busy and as much as they might smile when they help, they probably don’t love answering the same questions over and over again. “How can I configure my Google calendar” or “How can configure my wifi access” By documenting in Confluence, these questions could easily be put into a How-to style knowledge article. With the portal, before asking for help, business users can access information they might need to inform their request, and even self-serve easy requests without filling up a technical user’s backlog.
- Why self-service? According to Forrester Research, manned support can cost up to $12 per contact, while self-service solves problems at 10 cents or less. That’s 120 times more cost-effective. And as your organization grows, self-service keeps driving costs down. It not only benefits your team, but customers prefer it. In fact, 91% of customers say they prefer self-service, if it were available and tailored to their needs. Self-service isn’t a new concept, either. We see it in our everyday lives, from buying airline flights to using an ATM. There has never been a better time to start building a self-service culture at your organization When a user fills out a request Confluence automatically searches for a correlating knowledge base in the background CLICK and presents relative knowledge articles on the right side of the screen.
- Let’s focus on the IT team and what JIRA Service Desk provides for them, to streamline their support processes. IT teams will find it easy to get their work done and stay ahead of issues before they become major problems. <click> The sidebar navigation makes it simple to navigate and, to focus on what matters the most, for your IT and service teams. <click> Everything is within a single click: your customers, queues, SLAs, reports and more, all within one click. <click>
- SLAs are an important focus for IT teams wanting to improve the delivery of their service management. That’s why JIRA Service Desk comes with powerful built-in SLA management that makes it easy to configure what you need. So easy, in fact, that you can do it, in under a minute. When you create a new project, JIRA Service Desk will automatically start recording the Time to Resolution metrics so you can track how your team is performing. You can quickly add other SLAs like, time to first response or time waiting for support. JIRA Service Desk’s powerful rules engine, automatically applies SLA targets, as requests enter the queue. SLA displays also make it easy to know how much time is remaining.
- Be Proactive and keep your eye on the clock Signaling is important. If you were driving and traffic lights were going from green to red without any warning, accidents would be inevitable. With JIRA Service Desk, you can be proactive, not reactive. SLA timers help you visualize just how much time you have left, so you can keep track of what needs to get done. Simple color coding makes it easy to visualize what can wait versus what needs to be worked on right away. JIRA Service Desk’s easy-to-read displays will prevent you from breaching your SLA rather than spending time managing SLA violations
- JIRA Service Desk offers an intelligent engine under the hood that automates common tasks and knows the next step so you don’t have to. Automation is the #1 key initiative for many IT teams. Automation in JIRA Service Desk has been built from the ground up with pluggability in mind: from adding SMS notifications after certain actions, to integrating with external systems via REST calls, the possibilities for extensions are endless. With a simple, intuitive UI, the automation engine performs actions based on specific events and conditions defined by you. Create action-based rules to do things such as update your customers and notify your team about issues that are about to breach SLA, send a reminder or add important comments to a ticket.
- Whether you find your team stuck completing repetitive tasks or missing important requests, you can use automation to stay on top of your work. The automation rules perform actions based on specific events and conditions. Out of the box, we’ll provide a handful of automation rules to help you boost productivity and burn down the queue. More importantly, JSD gives you the ability to write your own rules without needing to learn a new programming language. Writing a custom automation rule is as easy as 1, 2, 3. First, decide the event that triggers this rule in the “WHEN” box, such as when a ticket is created. Second, add one or more conditions to the “IF” box. For example, this automation rule will act upon all tickets when the priority is set as “High” or if the issue type is set as “Fault.” Finally, select the action that will occur when the “IF” condition is met, such as notify the Admin. That’s it!
- With the addition of Project Types in JIRA 7 we now make it easier to choose the type of Service Desk you want to create. Basic Service Desks provide simple workflows for tracking and solving issues. We also include the IT Service Desk project type that provides the ITSM workflows an IT organization needs. As you can see, this is a great new feature for future developers to add their own custom project types for customers to leverage.
- The basic service desk is a good choice for projects where basic workflow is needed and you need to track issues requests like access, faults purchasing and IT help. It’s a great project type for teams just getting started, simple and streamlined workflows that can be tailored to meet the needs of the team.
- <click> According to the 2015 DevOps report from Puppet Labs the percentage of IT teams adopting DevOps (agile) passed 60% What exactly is DevOps? DevOps is a software development methodology that is focused on continues delivery of software. It’s leveraging the best practices of agile development and streamlining the deployment portion of the process. It is also impacting the way the IT teams support software teams. DevOps emphasizes the roles of both software developers and other information-technology (IT) professionals collaborating together to achieve a more efficient means of development. This report shows that teams that adopt DevOps methodology realize some valuable and interesting results. deploy code 30x more frequently than peers encounter 60% fewer failed deployments 168x faster mean time to recover (MTTR)
- What if the IT team receives multiple tickets that all seem related? How can these incidents be linked to bigger software problems? In JIRA Service Desk, agents can identify bugs based on incidents and can easily loop in a developer on the ticket itself. The developer can then create an issue in the JIRA development project. Once these issues are linked, the status of the issue can be seen in the service desk ticket. Also Developers and IT agents can discuss the issue with @mentions in a single comment thread, establishing a clear communication channel between the two teams.
- How do common requests become new features? When the same enhancement request is submitted by multiple users, the IT agent can bring developers into the conversation with a simple @mention. Together, they can analyze the impact of the feature and ultimately, make it a priority for the development team. Once the change request becomes part of the JIRA development project, the IT agent can stay updated on its progress and communicate those updates to the users. With JIRA Service Desk, development teams get visibility on feedback and can provide software enhancements faster.
- Let’s look at an Atlassian customer success story that illustrates the value of bringing IT and Dev, onto a common shared system and process. Who is SkyScanner? Skyscanner compares millions of flights to find you the cheapest deal, fast. They also compare and find the cheapest hotels and car rental for your next trip. 40 million users per month, 30 different languages available, Thousands of results per second, #1 flight search engine in Europe ‘The collaboration between dev and IT have improved 2x since we implemented both JIRA and JSD, meaning we're building better software.’ - Michael Hall - Business Tools Team Lead From the Executive team: "JSD has made a world of difference to how we work” & ”JSD has revolutionized how we do IT. “
- Teams of all shapes and sizes have been using JIRA Service Desk to give their customers the best service experience. More than 15,000 teams are using JIRA Service Desk. From small and medium sized teams to larger enterprises, they love the fast adaptability that JIRA Service Desk offers.
- Your team can start out with a cloud or server instance that meets your needs. If you have a team larger than 4 you are looking at the low price of just 20 dollars per agent per month. Customers love the JIRA Service Desk pricing because it doesn’t break the IT budget. JIRA Service Desk pricing, you’ll find it’s simplified because all you need to purchase is a license for the number of agents. If you are interested in pricing, please contact Addteq to discuss your team’s needs.
- The JIRA Service Desk Data Center deployment option is designed for high availability and performance at scale when hosting our applications in your own data center. Let us know if your interested in learning more about this option if performance and scale for a larger organization are on your requirements list.
- We want to leave you with four key take aways about JIRA Service Desk. Hopefully you saw that JIRA Service Desk is super simple to use. Both customers and IT teams love it! JIRA Service Desk offers great flexibility with meeting the needs of your IT and service teams. It offers an agile approach for adopting the support processes that teams follow. And customers that have implemented JIRA Service Desk appreciate how quickly they can deploy it. JIRA Service Desk brings IT and Dev teams using JIRA closer together. Since both teams operate out of a single fully integrated platform they realize greater coordination and work efficiently on day one. Finally the affordable pricing is a huge win. They receive a service desk solution that meets the needs of their teams and does not break the budget.
- Communication between team members is a critical factor to ensuring they are productive and successful. The old way of exchanging email messages about critical issues is not efficient and feels a lot like a game of ping-pong. Today’s IT and service teams need communication tools that make collaboration easy. So what exactly is ChatOps? ChatOps is an evolving standard that focuses on streamlining communication for teams by placing the primary communication tools in the middle of the conversation. They need ways they can collaborate in real-time where they can leverage the team knowledge to respond to issues and reduce the time it takes to resolve them.
- Addteq has plans to release a new JIRA add-on that will take JIRA Service Desk and ChatOps integration to a whole new level. Automation of critical issues is extremely important. Now, once a blocker issue is created by a user, a new chat room is created and automatically invites the coordinating agents. This in turn, improves SLA’s! The participants in a chat can be customized to the specific team members you want to handle critical issues.
- Now we will begin a short live demo of all of the features we have just discussed plus a demo of JSD & HipChat used together! I will now turn the table over to Himanshu Chhetri who will be performing the demo and who will explain to you a bit more about Addteq’s pending HipChat + JSD integration add-on for JIRA.
- Thank you for attending today’s webinar to learn more about JIRA Service Desk & ChatOps! A quick note before we will start Q&A, in the handouts section of this webinar I have added some information regarding JIRA Service Desk. Please help yourself to those pieces of collateral. This webinar is also being recorded so if anyone would like a copy, please let me know in the chat. Also, please be sure to follow Addteq on LinkedIn, Facebook and Twitter for more information regarding Atlassian products and services! Please welcome again Himanshu Chhetri who will be assisting in answering your questions. Just type any questions in the chat on the right and we will answer all questions in the order in which they are received.