How do you get 500+ professionals across 100+ support teams to deliver services and support consistently together?
Join Kevin Jesse, Chief IT Architect, as he shares the challenges and successes that were faced with deploying ITSM in a highly decentralized environment. Learn how to efficiently scale IT Service Management (ITSM) with minimal customization using Jira Service Desk and Confluence, how to integrate multiple service desks, develop an all-encompassing service catalog, and change the culture for both internal and external customers.
9. Before
• Multiple tools managed independently
• Multiple deployments of same tool
• Many workflows
• Many processes & procedures
• Tracking via Spreadsheets
• Shared Mailboxes
After
• Centralized tools with optimized foundation
• Multiple integrated Service Desks
• Simplified workflows
• Reduction of processes & procedures
• Transition to queues and dashboards
• Transition to email to ticket
11. A service catalog (or catalogue), is an
organized and curated collection of
any and all business and information
technology related services that can be
performed by, for, or within an
enterprise.
Wikipedia - https://en.wikipedia.org/wiki/Service_catalog
12. How would a librarian create a
Service Catalog?
Concept
Group of different
Individuals that share
characteristics. Concepts
can be subconcepts of other
Concepts.
Individuals
Base unit of an ontology;
they are the things.
Relationships
The way Individuals relate to
other Individuals.
ScienceDirect - https://www.sciencedirect.com/science/article/pii/S095070511100267X
13. Who to engage?
Customers
A sample of folks who are consuming
the service(s)
Providers
All that provide the service(s);
including the support of the service(s)
End Users
All that interact with the Customers,
Stakeholders and Providers
Stakeholders
Those who are responsible and/or
accountable for the service(s)
20. IT Service Management (ITSM)
Organizational Structure
Set vision and strategy
Prioritize activities;
Resolve conflicts;
Remove roadblocks
ITSM Governance Council
ITSM Governance Advisors
Directors responsible for services
Ex Officio: One individual
Sponsors
VP/C-level
ITSM Architecture & Build Team
Full-time ITSM experts to
build and monitor ongoing ITSM processes
• ITSM/ITIL Architects
• ITSM Managers
• ITIL Certified Experts
• ITSM Engineers
ITSM Service Managers
Service Desk / Change
Management
ITSM Service Managers
Task Management / Support
ITSM Consumers
Execute strategy;
Translate business requirements into system
configurations;
Identify conflicts
Define business requirements;
“Service owners” for
components of ITMS;
Manage operations
Define business requirements;
“Service owners” for
components of ITMS;
Manage operations
24. License
Model
Options
Single
Mixed
Unlimited
If you only focus on Jira Service Desk managing
a single license reduces overhead
Combining Jira Service Desk, Jira Software and
Jira Core to avoid unlimited licenses
Drives your add-on cost up
25. License
Model
Options
Single
Mixed
Unlimited
If you only focus on Jira Service Desk managing
a single license reduces overhead
Combining Jira Service Desk, Jira Software and
Jira Core to avoid unlimited licenses
Drives your add-on cost up
26. License
Model
Options
Single
Mixed
Unlimited
If you only focus on Jira Service Desk managing
a single license reduces overhead
Combining Jira Service Desk, Jira Software and
Jira Core to avoid unlimited licenses
Drives your add-on cost up
27. Balancing a mix of licensing
Crowd
Unlimited license made most sense
given that we want all users to be
customers in Jira Service Desk
Jira Service Desk
Minimize licenses to cover the
needed level 1 and level 2 help desk
agents only
Jira Core
Use this license for access to add-ons
like Insight or for basic task
management
Jira Software
Base license for the majority of the
non-customer or level 3 support
users.
30. Minimizing the number of Jira workflows
Establish base workflows
Create sets of base workflows; ITSM;
Task; Agile, etc.
Avoid unique workflows
Not every workflow has to be unique.
Many times a base workflow will
meet the need.
Try before customizing
Ask end users to try the base
workflows before creating a unique
workflow.
Allow small variations
Create variants of the base
workflows with small changes; don’t
allow for to many variants.
31. Minimize the number custom fields
Common taxonomy
Classify common terms into a single
term; ex. Delivery Date and Delivered
On.
Use contexts
Have different needs per Jira project
or Issue Type; ex drop down options.
Service Desk Display Name
Does the customer use a different
language from the agent?
Common screens
Like with workflows create base
screens and avoid unique screens
35. Taking the IT out of IT Service
Management (ITSM)
AKA Enterprise Service Management
HUMAN RESOURCES PROCUREMENT
LEARNING & DEVELOPMENT LIBRARY SERVICES
37. Mixing IT and non-IT workflows
Is there an IT component
Does the business have an IT
component that needs support?
Supporting the non-IT team
Clearly identify who is responsible for
primary and secondary support
Shared support
Develop support plan for who is
supporting what parts of the Service Desk
Is there an IT team
In a decentralized environment many
business teams also have IT teams
40. Email Proxy
Enhanced Email Processing
• Many email aliases per
Service Desk
• Unknown User mapping
• Multiple user email
address mapping
Architecture
42. Demo(s)
Integrated Service Desks
Integrated Support Teams
IT Service Management Relationships
• Ticket handoff to other Service Desk
• Ticket handoff within a Service Desk
• Ticket handoff to non-Service Desk Jira projects
• Multi-team assignments/handoff
• Service Catalog/IT Asset integration
• Automatic routing of Service Desk tickets
• Service Desk
• Service Catalog
• IT Assets
• Customer Information (CRM)
• Knowledge-base
43.
44.
45. KEVIN JESSE | CHIEF IT ARCHITECT | UNIVERSITY IN UPSTATE NEW YORK | @KEVINJESSESR
Thank you!