Beyond IT: How to Use Jira Service Desk for Non-Technical Teams
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The document is a presentation by Vincent Wong on using Jira Service Desk for non-technical teams, emphasizing the need for such tools in modern workplaces. It discusses the benefits of enterprise service management, real examples from various departments, and tips for building effective service desks. Key takeaways include the simplicity of creating a service desk, the value of measuring and improving processes, and the importance of enhanced user experiences.
Beyond IT: How to Use Jira Service Desk for Non-Technical Teams
- 1. VINCENT WONG | SENIOR PRODUCT MANAGER | ATLASSIAN Beyond IT How to use Jira Service Desk for Non-Technical Teams
- 2. Agenda Why do non-technical teams need a service desk Real examples of non-technical service desks What makes Jira Service Desk great
- 3. Agenda Why do non-technical teams need a service desk Real examples of non-technical service desks What makes Jira Service Desk great
- 4. Agenda Why do non-technical teams need a service desk Real examples of non-technical service desks What makes Jira Service Desk great
- 5. Think back to the last time you have to get something from another team at work
- 7. It’s a mess
- 8. Oh but this is just part of working… PRETTY MUCH EVERYONE
- 12. I want it, I got it ARIANA GRANDE - A GEN Y KNOWLEDGE WORKER*
- 13. Global Transformation Survey , DELL 40% of Gen-Y won’t work for you if you don’t provide the technology they’d expect.
- 14. Fast service delivery Standards and expectations from employees are higher than ever Ability to self-help / find information Exceptional user experience
- 15. No oversight into service demand Most business teams are stuck in the past No process to help them work efficiently Decentralized systems and information
- 16. Your IT team
- 19. Benefits of ESM tools Capture all the right information Show the services you offer Oversight into demand and delivery time Centralised task tracking for your team
- 20. All teams can take advantage of ESM
- 21. All teams are service teams
- 29. The Forrester Wave™: Enterprise Service Management 2018
- 30. Forrester Wave™: Enterprise Service Management, Q3 2018 The Forrester Wave™ is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave™ are trademarks of Forrester Research, Inc. The Forrester Wave™ is a graphical representation of Forrester's call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave™. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. 🎉
- 32. CSIRO When other teams found out about Jira Service Desk, it spread like wildfire.
- 33. ACME co.
- 34. ACME co.
- 35. ACME co.
- 36. ACME co.
- 37. All teams can take advantage of service desk
- 38. Facilities teams Office supply request, Office cleaning and repair, Event assistant Most common non-technical teams on Service Desk HR teams Employee onboarding, headcount request, recruiting support Legal teams Contract reviews, Legal questions, NDA requests, Privacy requests Marketing teams Campaign requests, Social media content generation, illustration requests
- 40. Workplace Experience Event Assistance Office Supplies Office moving, cleaning and repairs Access and Security Business Cards and team swag Visiting other offices Transportation organisation In office flight board advertising
- 41. Request types groups for similar groups of services
- 42. Request types for different kind of services
- 43. Capture all the information they needed to work on the request
- 44. TIPS 💡 Don’t know where to start? Just look at the emails / walk ups you get currently!
- 45. Majority of tasks requires a 3rd party to complete - use workflow to track
- 46. Majority of tasks requires a 3rd party to complete - use workflow to track
- 48. Legal
- 49. Legal Contract Reviews NDA Agreements Privacy Requests Real Estate Lease Customer / Partner Inquiry Content Review
- 50. Recording keeping Keep track of the decisions and requests that was made
- 51. If we get lost, we look back to see what we have done in the past MATTHEW RASMUSSEN - DIRECTOR OF LEGAL, ATLASSIAN
- 52. 🤭Secrets Using the issue search, can search and filter through each field
- 53. TIPS 💡 All these data are very useful to improve your service desk. Learn from what’s happening and improve!
- 54. Legal Express-lane Based on how you answer the questions, the request may be automatically approved.
- 55. Kudos
- 56. The Kudos Program is a way to let a fellow Atlassian know you appreciated something awesome that they've done.
- 57. All powered by Jira Service Desk
- 58. Automated printing labels saving kudos team many, many hours
- 59. One place for help
- 61. TIPS 💡 Want to take your ESM service desk into the next level? Look into ProForma!
- 63. ENHANCE JIRA SERVICE DESK Portal Forms Publish forms to the JSD portal so teams can collect the specific information they need for a given request type. Multiple Forms Attach multiple forms for a requestor/approver to fill out. Perfect for more complex processes Update Issues After Creation Allow requestors to update an issue after it has been created. ENHANCE JIRA SERVICE DESK Portal Forms Publish forms to the Jira Service Desk portal so teams can collect the specific information they need for a given request type. Update Issues After Creation Allow requestors to update an issue after it has been created. Multiple Forms Attach multiple forms for a requestor / approver to fill out. Perfect for more complex processes.
- 65. KEY TAKEAWAYS It’s pretty simple to build a service desk for a non-technical team ESM is here and is here to stay Build, Measure, Improve
- 66. KEY TAKEAWAYS Its pretty simple to build a service desk for a non-technical team ESM is here and is here to stay Build, Measure, Improve
- 67. KEY TAKEAWAYS Its pretty simple to build a service desk for a non-technical team ESM is here and is here to stay Build, Measure, Improve
- 68. Visit us at the Jira Service Desk booth for a demo Or check us out on atlassian.com/servicedesk
- 69. VINCENT WONG | SENIOR PRODUCT MANAGER | ATLASSIAN Thank you!