JIRA Service Desk presentation
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JIRA Service Desk is a help desk plugin for JIRA that allows companies to manage internal IT service requests. It provides out-of-the-box features like predefined issue types, workflows, queues, SLAs, and reports. It also includes a customer portal for submitting and tracking requests as well as a knowledge base for reducing tickets. The plugin leverages existing JIRA functionality so no new product needs to be learned.
JIRA Service Desk presentation
- 2. JIRA Service Desk 11/2013 Marko Saha 28.11.2013 www.ambientia.net 2
- 3. JIRA Service Desk background • 40% of JIRA 22,000 customers use it for internal IT service desk • Built on top of JIRA => no need to learn a whole new product, you have one user base to deal with, you don't have to deal with integrations. • Available behind the firewall and onDemand 28.11.2013 www.ambientia.net 3
- 6. JIRA Service Desk – Out-of-the-Box experience Create new Service Desk, you‟ll get predefined: • Issue types/Request types and templates • Workflow • Queues • SLA metrics • Reports “Easy to start making your own modifications – no need to start for the scratch” 28.11.2013 www.ambientia.net 6
- 7. JIRA Service Desk features • Customer portal – simple and intuitive customer interface • SLAs – Flexible and customisable metrics • Queues – Customisable and editable JQL-based queries for managing Service Desk team‟s work • Reports – Visual, real-time reports, customisable with JQL 28.11.2013 www.ambientia.net 7
- 8. Jira Service Desk interfaces 28.11.2013 www.ambientia.net 8
- 9. Customer portal – Speak your customers’ language • Easy Call-to-Actions for customers 28.11.2013 www.ambientia.net 9
- 10. Customer portal - Request types • Issue types are mapped to Request types 28.11.2013 www.ambientia.net 10
- 11. Customer Portal – Request type configurations 28.11.2013 www.ambientia.net 11
- 12. Customer portal – Request templates • • Request types are Issue type templates Possibility to preset field values, like components and labels (hidden for customer) 28.11.2013 www.ambientia.net 12
- 13. Customer Portal – Grouping Request types • You can group request types to make it easy for customers to find the right request type in the Customer Portal. 28.11.2013 www.ambientia.net 13
- 14. Customer portal - workflows • Possibility to remap statuses for customers by Workflow/Request type 28.11.2013 www.ambientia.net 14
- 15. Customer Portal – Re-mapping statuses • „‟‟ 28.11.2013 www.ambientia.net 15
- 16. Customer portal - Notifications • Smart email notifications – customer only notified when they need to take an action 28.11.2013 www.ambientia.net 16
- 17. Customer Portal – Comment and follow your Requests • Easy to search, follow and comment your Requests 28.11.2013 www.ambientia.net 17
- 18. Queues – Prioritised inbox • Organise issues into streams of prioritised work 28.11.2013 www.ambientia.net 18
- 19. Queues – core concepts A Queue lets you define • What Issues are shown using JQL* (*Jira Query Language) • The columns that are displayed • The Priority of Issues through ordering • hj 28.11.2013 www.ambientia.net 19
- 20. Queues - defining • Easy to design your own queues 28.11.2013 www.ambientia.net 20
- 21. Queues – Design perspectives • Match your workflow • By Due date • Split by areas of specialisation • Hybrid queues (parts of workflow, sub- teams, procurement etc.) • Prioritisation (Created date, Due date, Priority or Severity) • SLAs – Service Level Agreements 28.11.2013 www.ambientia.net 21
- 22. SLA – your service promise • See your performance 28.11.2013 www.ambientia.net 22
- 23. SLA – Core concepts An SLA has two parts • A time metric defines how to measure time • A goal is a target time for the metric for a set of issues -> Measurable goals Common SLAs • Time to Intervention, Time to First Response • Time to Resolution 28.11.2013 www.ambientia.net 23
- 24. SLAs - Defining • Set conditions(start,pause,stop) and assign goals (JQL, time, Calendar) 28.11.2013 www.ambientia.net 24
- 25. SLAs – Design perspectives • Time to triage • Time to assign an issue • Time to first response • Time between comments • Time awaiting approval • Time for vendor to supply goods 28.11.2013 www.ambientia.net 25
- 26. SLAs – measure what matters • Issue level (Issue screen) • Aggregate level (JIRA SD SLA view) • Querying for SLA by JQL (JIRA SD Queues view) 28.11.2013 www.ambientia.net 26
- 27. SLA Calendar (v1.1) • Create an custom calendar based on your service desk opening hours 28.11.2013 www.ambientia.net 27
- 28. Reports – measure and improve • Visualise performance to identify bottlenecks and optimise your process 28.11.2013 www.ambientia.net 28
- 29. Reports – Core concepts • A report has 1 or more series • A series plots a metric over time • A metric can be volume-based or time-based • A series can be filtered using JQL 28.11.2013 www.ambientia.net 29
- 30. Reports - defining • Add predefined Series and fine-tune your report with JQL 28.11.2013 www.ambientia.net 30
- 31. Reports – Design perspectives • Visualise your team‟s workload and performance • Report on time metric series • Team‟s Responsiveness, use reports historical data to define SLA targets • SLA reports (e.q. Total number of tickets vs. tickets resolved within SLA) 28.11.2013 www.ambientia.net 31
- 33. Knowledge Base • Reduce the number of tickets – turn your service desk to self service desk 28.11.2013 www.ambientia.net 33
- 34. Knowledge Base – Core concepts • A service desk can be connected to a Knowledge Base space in Confluence • A knowledge article is a page in the Knowledge Base space 28.11.2013 www.ambientia.net 34
- 35. Knowledge Base - defining • Confluence Knowledge Base space Blueprint allows you to easily build KB in your Confluence 28.11.2013 www.ambientia.net 35
- 36. Knowledge Base – Design perspectives Utilise KB space Blueprint, including: • Landing page • How-To-Article page Blueprint • Troubleshooting Article page Blueprint Hook Up with JIRA Service Desk 28.11.2013 www.ambientia.net 36
- 37. Knowledge Base – page Blueprints • Get started really quickly with predefined article Blueprints 28.11.2013 www.ambientia.net 37
- 38. Connecting JIRA SD with KB • Custom search filters for Request types 28.11.2013 www.ambientia.net 38
- 39. Knowledge Base - Search • Easy to search articles within Customer Portal 28.11.2013 www.ambientia.net 39
- 40. Knowledge Base - Suggestions • User will be suggested for existing KB articles when creating a new ticket 28.11.2013 www.ambientia.net 40
- 41. KB – capturing knowledge • Knowledge can be captured directly within JIRA issue or creating a page in Confluence (utilising page Blueprints) 28.11.2013 www.ambientia.net 41
- 42. What’s New in Version 1.1? • SLA calendars • Request groups • Multilingual support 28.11.2013 www.ambientia.net 42
- 43. VertygoSLA? • If you have an active VertygoSLA license as at 2nd October 2013, you will be eligible to obtain JIRA Service Desk for free. Please contact sales@atlassian.com before 31st December 2013. • Alternatively, you can continue to use VertygoSLA. Valiantys will continue to support VertygoSLA until 2nd October 2015. • All VertygoSLA customers are eligible to renew their VertygoSLA licenses through to a maximum end date of 2nd October 2015. 28.11.2013 www.ambientia.net 43
- 44. Tips and Hints • One JIRA project equals one JIRA Service Desk • Consider to leave Default assignee set as UnAssigned in Project Administration • To disable email notifications completely (for all service desks), go to > Add-ons. Then use the Service Desk link in the left panel to open your JIRA Service Desk settings. • Enabling email users for submitting tickets to JIRASD, check Jira Advanced Mail Handler: https://thepluginpeople.atlassian.net/wiki/display/JE MH/Integrate+JEMH+with+JIRA+Service+Desk 28.11.2013 www.ambientia.net 44
- 46. Marko Saha Director, Agile Enterprise Solutions Puhelin: 0400 620 021 Sähköposti: marko.saha@ambientia.fi