Jira Service Desk for Internal Developer Support: It’s Not Just for IT Anymore!
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Karen Clark, DevOps Lead at Splunk, Inc., presents insights on utilizing JIRA Service Desk (JSD) to improve internal developer support processes. The implementation of JSD enhanced ticket resolution rates and customer interaction, addressing challenges like interruptions and change management. Key improvements included a streamlined portal, knowledge base integration, and enforced SLAs, leading to measurable success in support metrics.
Jira Service Desk for Internal Developer Support: It’s Not Just for IT Anymore!
- 1. KAREN CLARK | DEVOPS LEAD | SPLUNK, INC. | @CLARKKAREN Jira Service Desk for Internal Developer Support It’s Not Just for IT Anymore!
- 2. During the course of this presentation, we may make forward-looking statements regarding future events or the expected performance of the company. We caution you that such statements reflect our current expectations and estimates based on factors currently known to us and that actual events or results could differ materially. For important factors that may cause actual results to differ from those contained in our forward- looking statements, please review our filings with the SEC. The forward-looking statements made in this presentation are being made as of the time and date of its live presentation. If reviewed after its live presentation, this presentation may not contain current or accurate information. We do not assume any obligation to update any forward-looking statements we may make. In addition, any information about our roadmap outlines our general product direction and is subject to change at any time without notice. It is for informational purposes only and shall not be incorporated into any contract or other commitment. Splunk undertakes no obligation either to develop the features or functionality described or to include any such feature or functionality in a future release. Splunk, Splunk>, Listen to Your Data, The Engine for Machine Data, Splunk Cloud, Splunk Light and SPL are trademarks and registered trademarks of Splunk Inc. in the United States and other countries. All other brand names, product names, or trademarks belong to their respective owners. © 2018 Splunk Inc. All rights reserved. Forward-Looking Statements
- 7. A Story
- 12. The Team
- 13. 30 Team Members
- 14. 850 Customers (a.k.a. the Products Engineering organization)
- 15. 2MM+ Splunk Enterprise builds in 2018
- 16. Splunk Enterprise CI/CD Workflow Develop
- 17. Splunk Enterprise CI/CD Workflow Build
- 18. Splunk Enterprise CI/CD Workflow Test
- 19. Splunk Enterprise CI/CD Workflow Deliver
- 20. Our Challenges
- 21. We’ve struggled with… Interruptions Dropped work & context switching.
- 22. We’ve struggled with… Unplanned work How should we deal with this within our Scrum model?
- 23. We’ve struggled with… Change Management Rapid iteration makes it hard to hit targets.
- 24. We’ve struggled with… Opportunity Cost Cost of being “on fire” versus focusing on development.
- 25. Subject Matter Experts = Unicorns
- 26. Our Journey
- 27. What if there was a way to eliminate some of the interruptions?
- 28. We use Jira…. why not try Jira Service Desk?
- 29. Agile Approach to Implementing JSD Observe Study how others use JSD.
- 30. Agile Approach to Implementing JSD Evaluate Honestly evaluate strengths, weaknesses, needs.
- 31. Agile Approach to Implementing JSD Sandbox POC Configure, test, configure, test!
- 32. Agile Approach to Implementing JSD MVP Launch Minimum set of features to succeed.
- 33. What Can JSD Do? OUR JOURNEY TO JIRA SERVICE DESK See how other teams use JSD Use JSD in sandbox START A YEAR PASSED… Finally we got some traction! POC for management Evaluation of pain points Approval for agent licenses LAUNCH!
- 34. Success!
- 35. What We Learned
- 36. First Simplified Interface We chose the “Refined Theme for Jira Service Desk,” a third party option for the Portal to make it more streamlined. We got lots of compliments from our customers on this! But we did have to pay for it. What We Liked
- 38. New: Jira Service Desk Portal
- 39. Second Knowledge Base Integration Ability to put knowledge into the path of the customer, and to measure how our articles have deflected – or “shifted left” – tickets. What We Liked
- 40. Original: Searching All of Confluence
- 42. Third SLAs Moving from a posted-yet-never-enforced SLA schedule to in-app SLA integration. What We Liked
- 43. Original: SLA present but unmeasured
- 44. New: Jira Service Desk SLAs
- 45. Fourth Queues Much easier for team members to identify what work they need to tackle next. What We Liked
- 46. Original: Unclear Ownership in Existing Searches
- 47. New: Jira Service Desk Queues
- 48. Speedbumps
- 49. Speedbumps First Loss of Perceived Freedom Challenge: If customers have direct access to your team, it may be hard to convince them to move to a tool instead. Workaround: Make the portal compelling to encourage them to visit it first.
- 50. Speedbumps Second Where did my project go? Challenge: Service Desk removes project from the standard drop-down list, which caused confusion for customers. Workaround: Plaster a shortened URL all over your customer touchpoints for one-click access.
- 51. Speedbumps Third Ticket Assignment Process Challenge: Since each assignee in the project must have an agent license, we could no longer assign to a customer for verification. Workaround: Use a “Waiting for Customer” status to stop the SLA clock and let the customer know their action is needed.
- 52. Speedbumps Fourth Some JSD rules had to be bent (a little) Challenge: We had to bend one or two of JSD’s rules to configure our project. Workaround: Tweak what is provided out-of-the-box to suit your customer.
- 53. Metrics
- 54. We’ve seen a significant improvement in ticket resolution!
- 55. Getting Ahead of Tickets We are resolving more tickets than are created, and at a faster rate than previously.
- 56. My team has met 100% of TTFR SLA goals!
- 57. Launched with many Knowledge Articles featuring content from across the wiki!
- 58. Words of Advice
- 59. Tips & Tricks First Communicate and test We created a POC and gave demos to customers. Issues we found were fixed before launch.
- 60. Tips & Tricks Second Don’t be afraid to iterate Service Desk can grow iteratively; no need to launch with all the bells and whistles. We launched with a portal theme, knowledge integration, and queues.
- 61. Tips & Tricks Third Macros are great for KB articles `multiexcerpt` & `multiexcerpt include` macros can include other spaces’ content into your KB articles. Enable search integration, and prevent content duplication.
- 62. Tips & Tricks Fourth Take advantage of hidden fields It’s not that we don’t love our customers…it’s just sometimes we can’t rely on them to know everything about our workflows. Hidden values have saved us serious time in triaging new requests!
- 63. Conclusion
- 64. What we have gained (so far) Portal Clean and organized portal.
- 65. What we have gained (so far) Knowledge KB integration improves ability to self-serve.
- 66. What we have gained (so far) SLAs Clear deadlines for us and for customers.
- 67. What we have gained (so far) Reporting Visibility for team members & managers.
- 68. Promotion WHAT’S NEXT KB article training CSAT Surveys (Satisfaction) LAUNCH REVIEW PROGRESSSLAs team-wide SLAs (one team) Additional Promotion & Training ?
- 69. Promotion WHAT’S NEXT KB article training CSAT Surveys (Satisfaction) LAUNCH REVIEW PROGRESSSLAs team-wide SLAs (one team) Additional Promotion & Training ?
- 70. Questions!
- 71. Thank you! KAREN CLARK | DEVOPS LEAD | SPLUNK, INC. | @CLARKKAREN