Transform Your Service Desk

Transcription

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2 Transform Your Service Desk The Atlassian Approach to IT Service Management SCOTT DAVIS SOLUTIONS

3 Challenges facing IT Teams

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5 What does this mean for your IT team?

6 Agile DevOps Virtualization Cloud Mobile Digital Transformation

7 Digital Services BUSINESS TEAMS Demand new services Service improvements CRM Payroll Purchasing App service Stability Adaptability Innovation DEV TEAMS Productise my code No hassel infrastructure IT TEAMS

8 Pain points of legacy ITSM Inability to drive innovation Doesn t support need to improve and expand service offerings Deficient self-service Lacks capability and user adoption Lack of visibility Data silos exist Service Incident Problem Change Request Current ITSM solution Difficult to adapt Inability to truly customise No coordination with dev No ability to link support issues with dev backlog and no visibility when issues escalated High support costs Agent workload slows IT support process & high cost per agent weighs on IT budget

9 What support processes are critical for your team? Service Incident Change Problem

10 Atlassian approach to ITSM

11 Capabilities your IT team is looking for Service Comms Some collaboration tools IT Team Tasks Service Incident Problem Change Request Legacy ITSM tool Multi tiered support structure Aligned based on technology types ITIL adoption Docs Central document storage Minimal use of knowledge base Difficult to share, collaborate and track

12 Atlassian approach to ITSM Easily adapts to meet the needs of your IT team Service Comms Docs IT Team Collaboration Knowledge Tasks Service Request Incident Problem Change

13 Easily adapt to evolving ITSM needs Users Workplace support team Service Desk project 1 Service Request Incident Problem Change

14 Lean approach to adopting ITIL Service Request Management Incident Management ITIL Certified Problem Management Change Management

15 Incident management conferencing data storage CRM payroll purchasing IT SERVICES website Alert

16 Incident Incident response priorities Respond effectively Communicate clearly Collaborate effectively Improve continuously Recover fast and define accountability Be open and minimise distractions Solve issues faster with team Learn and stay objective

17 Incident Incident MTTR website Mean Time to Resolution (MTTR) website Identify & Communicate Investigate & Diagnosis Resolve & Recover Closure? Alert!?? Mean Time to Diagnose (MTTD) 70% of time

18 Incident Identify & communicate service outage Identify & Communicate Website Alerts Incident Service Outage

19 Incident Automation Rules Automation repetitive tasks to save time and streamline IT support Classify urgent issues to increase IT team awareness

20 Incident IT documentation Manage and collaborate around critical IT documentation KB articles for users and IT staff Define Runbook incident troubleshooting guides to help IT staff quickly respond to major outages

21 Incident Easy access to knowledge base articles for Agents Runbook KB articles are automatically associated with the incident, so agents can quickly start troubleshooting

22 Builds trust Cuts support costs Always up

23 Incident Investigating incidents Investigate & Diagnose Incident What changed? Recent release? SLA HipChat Incident Room

24 Incident Powerful SLAs for proactive support Ensures important issues are sorted to the top queue Keeps support focused on what matters

25 Incident ChatOps Places tools in the middle of conversation Leverages team knowledge Collaborate in real-time Lower incident MTTR

26 Incident ChatOps Incident swarming

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28 Incident Resolving incidents Resolve & Recover Closure Incident Actions! Confluence PIR Software backlog Change Requests

29 Incident Incident resolution Easily resolve incidents while capturing important information for future reporting Link the incident to software bugs or change requests Use automation rules to keep linked issues updated

30 Incident Post incident reviews Standardise the PIR process to improve service quality Capture critical insights to document what went wrong and shared lessons learned

31 Incident Incident Management Atlassian places IT teams on the fastest path to incident resolution Lower incident MTTR Provide IT teams with the tools they need to minimise service outage time Communicate clearly Improve customer communication during service disruptions Improve collaboration Breakdown barriers and solve incidents faster with connected teams Share and learn Learn from major incidents and share those insights with IT and Dev teams to improve service quality

32 Service request management password reset account setup website down! new MacBook Pro how can I? help! alias change VPN assistance where do I find?

33 Service Request Service request priorities Think customer first Focus on popular requests Integrated knowledge Focus on what customers need the most from service request catalogue Build from there based on usage and feedback Give users easy access to knowledge base articles

34 Service Request Central portal for service desk Access entire service desk from a single search portal Easily find popular service desks or recent requests

35 Service Request Customer portal Create the request for yourself or on behalf of another user Simple to understand and complete Knowledge base recommendations Easily include approvals

36 Service Request Service request fulfillment: IT agents get work done faster Service request details and SLAs Access KB articles to share with customers or assist agents Collaborate with team members

37 Service Request Service request catalog administration Easily create and manage a service catalog with JIRA Service Desk Request Types Measure the effectiveness of KB articles Implement automation rules to improve service request response Configure SLAs that keep IT teams focused on delivering top quality self-service

38 Service Request Service Request Management Atlassian enables IT teams to deliver amazing service? Search Simple self-service Answers are a search away Streamline request fulfilment Service catalog made easy Make it easy to ask for help and find answers Find answers while deflecting support tickets to reduce the IT teams workload Give IT teams the tools they need to fulfil requests Easily manage and deliver value to your entire organisation

39 Problem management conferencing data storage CRM payroll purchasing IT SERVICES website 1st 30th

40 Problem Problem investigation priorities Proactive approach Prevent incidents from occurring by identifying weaknesses and proposing applicable resolutions Error controls Link RFC problem investigations Integrate IT & Dev teams Establish and improve knowledge sharing

41 Problem Post implementation review Reviewing trends from PIRs Investigating trends - the data inside JIRA! Related change request associated with incident when it s resolved

42 Problem Problem investigation Related change request associated with incident when it s resolved.

43 Problem Integrate software development & IT operations with Atlassian Dev team IT team Better performance Eliminate repetitive IT tasks with automation Complete traceability of incidents and changes to software development Improved collaboration Track work across teams with single platform Retain context and history of conversations Share across teams and project lifecycle Feedback Fast escalation paths to the right support team Lower MTTR with teams sharing knowledge Learn from past outages with post mortem

44 Problem Problem Management Atlassian helps IT teams improve service quality? COLLABORATION PLAN PLAN BUILD BUILD CONTINUOUS FEEDBACK CONTINUOUS FEEDBACK CONTINUOUS INTEGRATION CONTINUOUS INTEGRATION DEPLOY DEPLOY OPERATE OPERATE COLLABORATION Reduce incidents Increased visibility Continuous feedback Learn & share Improve service quality and availability with proactive problem management Find the root cause of a problem faster Bring IT and Dev closer together with the ability to link problems to the development backlog. Improve IT support by easily sharing knowledge

45 Change management conferencing data storage CRM payroll purchasing IT SERVICES website

46 Change Change management priorities Lean change process Meet the pace of your IT team while enforcing your change policy Streamlined approvals Implement peer approvals to improve Change Approval Board process Integrated IT & Dev teams Improve coordination on infrastructure change and SDLC

47 Change Change request submission Initiate Make it easy for IT to start the change process with creating a change request from the portal Associate impacted services and applications with the change Provide access to Change documentation in Confluence. In this example IT staff can calculate the proper change risk.

48 Change Change schedules in Team Calendars

49 Change Documenting change approvers Plan & Authorise Know when a change needs approval Document approvers so your IT team knows who s responsible for the approval

50 JSD Extensibility

51 200+ add-ons & integrations compatible with JIRA Service Desk

52 Top JIRA Service Desk add-ons & integrations Extension for JIRA Service Desk Actions for JIRA Service Desk Translations for JIRA Service Desk Teams for JIRA Service Desk Pocket Desk Connector for Service Desk this issue Surveys for Service Desk Collective Issue View for Service Desk Canned Responses for Service Desk Issue Reminders

53 Create tickets on behalf of machines Alert Monitoring Orchestration

54 JIRA Service Desk is a Leader Source: G2 Crowd, Software Reviews - Service Desk

55 Thank you! SCOTT DAVIS SOLUTIONS