ITSM - Jira Service Desk a spřátelené aplikace z rodiny Atlassian
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Pro koho vybíráme service desk a co chceme řešit? Nechme si poradit, odborník nese odpovědnost :). Náklady na prvním místě, platíme za nákup, maintenance, správu, ale i řízení týmu agentů. Nasazujme po kouskách, agilně, … a uvidíme. Hlavně komunikujme, se zákazníkem, s týmem. Sledujme reporty, ty hlavní ukazujme ostatním.
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ITSM - Jira Service Desk a spřátelené aplikace z rodiny Atlassian
- 1. „pro babku, nejlépe za babku“ … i pro Enterprise firmy, a nejen pro IT uživatele. Příklady řešení z praxe s prioritou na efektivitu a rychlost nasazení. Martin Cvrček | Konzultant | Onlio | https://www.linkedin.com/in/martincvrcek
- 2. Agenda Jaký máme problém? Co řešíme? Máme na vybranou? Možnostia jejich omezení Další postupy v příkladech
- 3. Core ITSM processes (ITservicemanagement) Incident Management Problem Management Change Management Service Request Management AServiceDeskisaprimaryITfunctionwithinthedisciplineofITservicemanagement(ITSM)asdefinedbytheInformation TechnologyInfrastructureLibrary(ITIL) https://en.wikipedia.org/wiki/IT_service_management#Service_Desk
- 4. Potřebuji nový NTB pro vývojáře Service Request Management Typ požadavku: Service Request
- 6. Workflow: Service Request (2)
- 7. Spadl server! Incident Management Typ požadavku: Incident
- 10. Server padá opakovaně a stále častěji! Problem Management Typ požadavku: Problem
- 13. Je nutný upgrade serveru Change Management Typ požadavku: Change
- 14. Workflow: Change
- 16. IT sedí uprostřed všeho dění • Uživatelská podpora • Reakce na výpadky • Infrastruktura (množina propojených strukturálních prvků) • Change management • Asset management
- 17. • Uživatelská podpora • Reakce na výpadky • Infrastruktura (množina propojených strukturálních prvků) • Change management • Asset management
- 18. • What is IT Service Management? ITSM se týká všech činností, které se podílejí na životním cyklu služeb (IT). DESIGN MANAGE DELIVER IMPROVE
- 19. Hříchy a protivenství 1. Udržuješ různé systémy pro shodnou funkci, jenž spolu navíc nekomunikují. 2. Návrh systému neodpovídá cílové skupině uživatelů ani agentů/operátorů. 3. Jen ty znáš konfiguraci a jsi zlomyslně nenahraditelný. 4. Máš svoje postupy/procesy a jiné nerespektuješ.
- 20. Přikázání klidného service desku 1. Nebudeš mít jiné vstupní kanály než evidované. 2. Neukojíš jen své potřeby, ale hlavně potřeby zákazníka. 3. Pracuješ ve frontě s definovanou metrikou. 4. Budeš ctít firemní procesy. 5. Nebudeš dychtit po alokovaném svého bližního. 6. Nebudeš vykazovat lživě.
- 21. Jak efektivně/fikaně na věc 1. Pro koho vybíráme service desk a co chceme řešit? 2. Nechme si poradit, odborník nese odpovědnost :). 3. Náklady na prvním místě, platíme za nákup, maintenance, správu, ale i řízení týmu agentů. 4. Nasazujme po kouskách, agilně, … a uvidíme. 5. Hlavně komunikujme, se zákazníkem, s týmem. 6. Sledujme reporty, ty hlavní ukazujme ostatním.
- 22. Porovnání/Comparison Už to někdo zkoušel…
- 23. Nadpis https://www.g2crowd.com/compare/freshservice-vs-jira-service-desk-vs-samanage-vs-servicenow
- 24. Enterprise a Mid Market
- 25. Small Business a pohled přes celý trh
- 26. Zdroje na internetu • https://www.g2crowd.com/categories/service-desk • …zvolili jsme si Jira (případně další aplikace s úzkou integrací), tedy akceptujeme: • Technologii a architekturu systému – včetně přístupu k bezpečnosti, přidělování práv, uživatelského přístupu • Licenční a maintenance poplatky – včetně poplatků za addony třetích stran
- 27. Vybrané nástroje pro ITSM Jira Service Desk je certifikovaný ITIL®/ITSM software tool – viz PinkVERIFY: https://www.pinkelephant.com/en-US/PinkVERIFY/PinkVERIFYToolsets
- 28. Přehled Atlassian nástrojů Cloud vs Server Co je pro nás vhodnější…?
- 29. Rozdíly Jira Cloud vs Server • Technologické a funkční https://confluence.atlassian.com/confeval/other- atlassian-evaluator-resources/atlassian-cloud-vs-server-apps • Cenové – předplatné vs cena
- 30. Trello „Rychlá“ týmová pracovní nástěnka Pouze Cloud
- 32. Trello – týmová nástěnka (pouze cloud) • Nevhodné pro příjem požadavků od zákazníků, ale můžeme použít pro organizaci práce Service Desk týmu (pokud není nic…) • Vizualizace úkolů týmu – v základu zdarma • Nástěnky • Sloupce • Karty • Více https://www.atlassian.com/software/trello
- 37. Jira Ops Incident Management - zadarmo? • Zdroj: https://www.atlassian.com/software/jira/ops • Jira Ops community https://community.atlassian.com/t5/Jira-Ops/ct-p/jira-ops • Jako Early Access Program pro Cloud zdarma - bude i pro server? https://jira.atlassian.com/projects/JOPSCLOUD/issues/JOPSCLOUD-15
- 38. Request, Incident, Problem, Change Management Cloud i Server
- 49. Automation • Jira Service Desk má automation https://confluence.atlassian.com/servicedeskserver/automating-your-service- desk-939926334.html • Obecně k automation https://confluence.atlassian.com/confeval/jira-service-desk- evaluator-resources/jira-service-desk-automation • Automation Lite for Jira (zdarma) https://marketplace.atlassian.com/apps/1211836/automation-lite-for- jira?hosting=server&tab=overview
- 53. Akce zákazníka ve workflow Při konfiguraci workflow vybereme přechod nebo stav:
- 54. Akce zákazníka ve workflow Na stavu můžeme udělat i schvalování.
- 58. Issue tracking Cloud i Server
- 59. Addon Automation for Jira
- 61. Jira Cloud for mobile Pouze pro Cloud
- 63. Jira na mobilu Cloud i Server ve webovém prohlížeči
- 66. Týmový prostor pro práci nad dokumenty Cloud i Server
- 67. PROPOJENÍ JIRA SERVICE DESK NA KNOWLEDGE BASE Výběr správné instance Confluence a zvolení cílového prostoru. Konfigurace KB s propojením na typy požadavků.
- 68. POŘÍZENÍ ČLÁNKŮ DO KNOWLEDGE BASE Přímým zápisem do Confluence. Většinou se používá šablona How-to article Zápisem z prostředí JIRA SD z existujícího issue
- 69. ZOBRAZENÍ ZÁZNAMU ZÁKAZNÍKOVI Při zadávání požadavku přes zákaznický portál JSD se zobrazují vyhledané články z Knowledge Base v Confluence.
- 70. ZOBRAZENÍ VYHLEDANÉHO ČLÁNKU ZÁKAZNÍKOVI
- 71. STATISTIKA VYUŽITÍ KNOWLEDGE BASE
- 73. Komunikace stavu, incidentů a plánovaných akcí Pouze Cloud
- 76. Public|
- 77. Public|
- 78. Public|
- 79. Statuspage • Komunikace stavu, incidentů a plánovaných akcí • Více https://www.statuspage.io/ • Ukázky https://status.atlassian.com/ nebo https://status.shopify.com/
- 80. Kolik mne to bude stát? • Jira Service Desk nebo Jira Software licence – tedy Agent + Customer vs Jira User • Cloud vs Server – předplatné vs licence + maintenance • Budu potřebovat addony/rozšíření? • Vzorová kalkulace https://www.atlassian.com/buy
- 81. Jira Service Desk rozšíření
- 82. Here’s a look at some of our most popular JIRA Service Desk integrations: •Insight - Enterprise Asset Management - Manage & control your assets in JIRA - Automate asset updates. •Extension (aka Service Pack for JSD)- Features include SLAs viewed from Customer Portal, SLA tools, custom links and other, and Dynamic Forms in Customer Portal. •Easy BI - eazyBI is a powerful reports, charts, and dashboards add-on for JIRA. It is an easy-to-use drag-and-drop tool for analyzing and visualizing your JIRA issues data. •Email This Issue - Email collaboration and email service desk made easy - send and receive emails with support for external users
- 83. Děkuji za pozornost! Otázky? …nebo mne odchyťte později :) Martin Cvrček | Konzultant | Onlio | https://www.linkedin.com/in/martincvrcek
Hinweis der Redaktion
- OPTIONAL (IF ADDING DEMO there are four different videos available to choose from, each ~10 mins. Ensure you add demo to the agenda: And for those interested, we also have a demo of how Atlassian products work together in an integrated approach to support IT teams.) Service Request Management demo Incident & Problem Management demo Change & Release Management demo Knowledge Management demo Today we're going to be looking at how we can streamline and transform IT support around IT service management. This is a topic top-of-mind for many organizations so we'll show you how Atlassian helps these teams accomplish this in a way that's much more flexible and collaborative than what a lot of the legacy and traditional solutions offer. Here's what we're going to cover today: First we'll get right into the current IT landscape and the challenges IT teams face. We’ll then define IT Service Management and address the paint points of legacy ITSM solutions and how we can begin to look at ITSM from a more lean, agile approach. Then we'll jump right into how Atlassian approaches IT Service Management in detail going over service management, incident management, problem management and change management and the Atlassian products that support them. We even have a real-world example on Incident Management and how Atlassian’s approach and tools led to a quick resolution. Finally, we’ll look at a customer, DHI Inc., who switched from ServiceNow to Jira Service Desk and how they saved over $200k and reduced major incidents by 40%. So let’s get started! (CLICK)
- With our lean approach, there are 4 core ITSM processes: Service Request Management, Incident Management, Problem Management and Change Management. Let’s go a bit deeper on what each of these processes look like within an organization. (CLICK)
- Service Request Management is a formal request from a user for something to be provided, like when someone asks for a new Macbook. For IT teams, requests for IT services often exceed the supply of available time and resources for most IT organizations. They are constantly responding to requests from the business, often falling into the mode of reacting first to the end users who make the most noise. Meanwhile, employees complain that IT is difficult to work with, unresponsive, and takes too long to fulfill the services they need to do their job. By implementing a Service Request management process, you can help your IT team to: make it easy to ask for help with simple self service provide answers with knowledge base suggestions and streamline request fulfillment to deliver optimum service (CLICK)
- The second process is Incident Management, when there’s an unplanned interruption to an IT service or reduction in the service quality, such as a website going down. Incident management is one of the most critical IT support processes that an IT organization needs to get right. Service outages can be costly to a business and IT needs an efficient way of responding and resolving these issues. Incident management helps to: Respond effectively define clear accountability collaborate and resolve issues faster and improve continuously (CLICK)
- The third is Problem Management, a process designed to eliminate reoccurring incidents & minimize incidents that cannot be prevented. The goal of Problem Management is two fold: it’s primary focus is on minimizing the adverse impact of errors within the IT infrastructure while preventing the recurrence of incidents related to those errors. Problem management can help to: Find root causes faster Improve visibility and link problems to software issues and Deflect incidents and share solutions with IT team (CLICK)
- And finally, Change Management, a standardized method to control changes to IT systems to minimize the the impact on services. Every IT landscape must change over time. Legacy technologies need to be replaced, and IT needs to roll out new solutions to meet business demands. As we continue to watch the digital transformation of the services and applications under the control of IT teams, we see an accelerated rate of change that these teams must manage. Change management can help to: Prioritize and manage changes effectively Simplify change approvals and Coordinate change requests with software releases (CLICK)
- This places IT right at the center of this transformation. If we consider the daily work for most IT teams we find they fall into one of these major support capabilities: (CLICK) Supporting end users, responding to outages, IT infrastructure, change and asset management. In the midst of all of these important daily IT support activities IT teams need to keep up with the continual demand of waterfall IT projects to update or deploy new services. (CLICK)
- For many teams this is a workload that can be very chaotic and frustrating. How can IT teams adapt? The value of implementing an IT service management (ITSM) program is clear. Leveraging good processes in the enterprise IT environment to manage and measure incidents, problems, changes, service levels and risks is an almost ubiquitous objective of internal and external organisations providing IT to the business. (CLICK)
- So what exactly is IT Service Management? IT Service Management, or ITSM, provides a common approach for IT teams to manage the services they deliver to the business and users. This may include planning the roll out of a new service or supporting end users. Bottom line it’s all about having a repeatable capability and process to deliver stable, and valuable service to the business. (CLICK)
- Atlassian has developed a suite of tools that work for each one: Jira Service Desk, Jira Software, Confluence & Statuspage. Rather than dive straight into how each product works for each of the processes, we thought we’d first walk you through a real-world example we experienced here at Atlassian of how these products were used within the Atlassian ITSM framework. (CLICK)
- Confluence is our content collaboration and knowledge base software. As we mentioned earlier, for ITSM, Confluence is the place where service teams create customer-facing FAQs, internal runbooks, and troubleshooting guides. Moving to Confluence means you can leave the frustration of email and word docs behind for a better way of capturing and collaborating around important information. (CLICK)
- Last but certainly not least, Statuspage is Atlassian’s alert tool. It allows IT teams to report on the status of all IT services, giving the whole company one dedicated dashboard to check on status information and subscribe to relevant notifications. With Statuspage, IT managers reduce the volume of inbound support tickets while internal stakeholders get the information they need pushed directly via SMS and email, taking the hassle out of incident communication. (CLICK)
- Now, the moment an incident hits, our support team wastes no time to update the service’s StatusPage to tell customers what’s going on. This is important, as customers rely on the services we provide. They expect, and quite frankly are entitled to, instant updates. Using StatusPage, the support team can update customers via their preferred channels, be it email, SMS, or embedded status in their own apps - and the status updates also pop up on JIRA Service Desk. This makes it easy for the support team to be proactive and keep customers abreast of all relevant updates as they get closer to a resolution. (CLICK)
- By being transparent and providing timely updates, customers trust you’re keeping them in the loop, so not only does your support team look good, the quantity of inbound incident-related requests is drastically reduced. (CLICK)
- But in the case of an incident, it’s typically not just customers who are desperate for updates. You have internal stakeholders who want to know what’s going on as well. (CLICK)
- Note to Partners: Use this section if you want to present top apps for Jira Service Desk extensibility Here’s a look at some of our most popular JIRA Service Desk integrations: Insight- Enterprise Asset Management - Manage & control your assets in JIRA - Automate asset updates. Extension (aka Service Pack for JSD)- Features include SLAs viewed from Customer Portal, SLA tools, custom links and other, and Dynamic Forms in Customer Portal. Easy BI- eazyBI is a powerful reports, charts, and dashboards add-on for JIRA. It is an easy-to-use drag-and-drop tool for analyzing and visualizing your JIRA issues data. Email This Issue- Email collaboration and email service desk made easy - send and receive emails with support for external users