How Spotify is using JIRA Service Desk to support an organisation in hypergrowth.

1. How Spotify IT supports a
company in Hypergrowth
Daniel Vázquez | Spotify

2. DANIEL VÁZQUEZ • IT ENGINEER • SPOTIFY • SE.LINKEDIN.COM/IN/DANIELVAZQUEZR • @DANPUCELA
How Spotify IT uses JIRA
Service Desk to support the
entire organisation

3. Daniel Vázquez
From Valladolid, Spain
Moved to Stockholm,
Sweden and joined Spotify
in 2014
IT Engineer for IT Support

4. 6 times larger in 4 years!
2011: ~300 Employees
2015: ~1800 Employees

5. • Big cool statistic
• 2,56
9
• Add-Ons in Marketplace
Spotify IT

6. JIRA SERVICE DESK
EARLY JIRA
REBUILDING SUPPORT PLATFORM
RESULTS
Agenda

7. Early JIRA
In
progress
ClosedOpen
Email
Very simple workflow
All the tickets created via email
Problems to solve
No categorisation
Lead times increasing
Lost track of tickets
Satisfaction dropping

8. One place for IT
support
Better UXKnowledge base
What did we hope to achieve?

9. tickets still created by email!
95%

10. JIRA SERVICE DESK
EARLY JIRA
RESULTS
Agenda
REBUILDING SUPPORT PLATFORM

11. Categorisation
Expanded issue types Tickets per office
P1
P2
P3
P4
P5
Critical
Low
Normal
High
Very High
30 minutes
2 hours
6 hours
24 hours
>24 hours
Severity

12. Workflow Changes
Untriaged
IT Action
Needed
Awaiting
User
Response
Closed
Blocked Scheduled
Email Portal

13. Too corporate?
SLAs
Unknown
Time waiting for
support
Time to first
response
Primary SLAs we track using JIRA Service Desk

14. Lists of tickets
Queues
Queues for each team
Priority lane
Arranged by severity, relevance
and potential SLA breaches.
Tickets go straight to the right
people to solve them.
Visible to everyone in IT for
urgent requests.
Triaging
A review of each ticket
Determining severity and which queue it should be
directed to. This is automatically done with JIRA
Service Desk

15. Expanded IT Support Knowledge Base
One KB articleHundreds of similar tickets

17. JIRA SERVICE DESK
EARLY JIRA
REBUILDING SUPPORT PLATFORM
Agenda
RESULTS

18. tickets created through the portal
55%

19. 8x 1 in 6100%
Support Platform Results
~70%
Walk-ups
Categorised
tickets
SLA SuccessKnowledgebase

20. Feedback
“Our IT portal saves me time, since users can triage their own tickets”
Robin - Spotify IT Stockholm
“Service Desk is user friendly even for non-technical users”
Luis - Spotify Financial Business Analyst

21. Next Steps Satisfaction tracking
Encouraging technicians to keep
articles up to date and relevant.
Relevant KB articles
Are we meeting the business’s
expectations?
Insight?
We are currently evaluating the
option of using Insight for our loaner
equipment.

22. Thank you!
DANIEL VÁZQUEZ • IT ENGINEER • SPOTIFY • SE.LINKEDIN.COM/IN/DANIELVAZQUEZR • @DANPUCELA