Makeover Your Queue: Tips for Scaling Support With Jira Service Desk
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Tanya Christensen outlines strategies for improving support workflows using Jira Service Desk, focusing on organizing chaos and prioritizing issues. By implementing service level agreements (SLAs) and utilizing features like automation and canned responses, the support team has seen reductions in emails and better efficiency, resulting in customer satisfaction. The document also emphasizes the importance of continually monitoring and adjusting processes to maintain high performance and resolve issues quickly.
Makeover Your Queue: Tips for Scaling Support With Jira Service Desk
- 1. TANYA CHRISTENSEN | SENIOR CYBER SYSTEMS ENGINEER | NORTHROP GRUMMAN Makeover Your Queue Tips for Scaling Support With Jira Service Desk
- 2. We use a 50% transparency N900 box over a full-bleed photo when using text overlays This Photo by Unknown Author is licensed under CC BY-SA-NC
- 3. 1,400 projects 980,000 issues 3,700 spaces 9 services 9 instances 600+ open issues 3.5 service desk agents SERVICE FOOTPRINTSERVICES SUPPORTED
- 4. The Makeover Recognizing Chaos Putting Features to Work Living in Order Working the Queue Setting the Stage
- 5. Recognizing Chaos Our failure to prioritize and organize
- 6. Chaos Pain Points Too Much Email Inefficient Team No SLA No Reports
- 7. “We adore chaos because we love to produce order.” M.C. Escher Source: http://www.kabu-load.net/HQW-398695.html
- 8. Setting the Stage Who are the players? How will they act?
- 9. Players Customers Services Agents Service Level Agreement (SLA) Published & advertise SLA Implemented Jira Service Desk SLAs Implemented a stale issue age-off
- 10. Players Customers Services Agents Definition of Services Evaluated services for priority and agent skill set Established a tier level for each service Published the tier definitions in the SLA
- 11. Services & Resolution Expectations Tier 1 – Routine Tasks Tier 3 – Consultation & Advanced Skill No advertised goal, lots of back & forth with customer Tier 4 – Long Term & Development No advertised goal, could become development issue Tier 2 – Intermediate Skill 5 day goal, workflow changes or permissions investigation 1 to 3 day goal, depending on type of request
- 12. Players Customers Services Agents Service Agent Engagement Educated on SLA and responsibilities Assigned to a tier level Directed to use the Jira Service Desk Agent view Clarified escalation policy
- 13. Putting Features to Work Take the load off with Jira Service Desk functionalities.
- 14. NOTIFICATIONS Goodbye to email as a trigger to work!
- 15. REQUEST TYPES Help the customer find the right form
- 21. SERVICE DESK AUTOMATION When a customer replies, change the state
- 22. DEFINE THE RESPONSE SLA
- 23. DEFINE THE RESPONSE SLA
- 24. DEFINE THE RESOLUTION SLA
- 25. DEFINE THE RESOLUTION SLA
- 26. SERVICE DESK CANNED RESPONSES Build a library of canned responses
- 27. Working the Queue Where shall I go? What shall I do?
- 28. Work from the assigned queue FIFO within the queue Escalation policy TRIAGE THE ISSUES WORK THE ISSUES One triage manager Clarify change requests Ensure proper tier assignment
- 29. Living in Order Reap the rewards of a queue that makes sense for everyone.
- 30. Pain Relief Fewer Emails Efficient Team Exceeding SLAs Detailed Reports
- 31. ~10,000 Issues resolved in 2018
- 32. 2,600 projects 1.5 million issues 5,800 spaces 9 services 25 instances ~125 open issues 5 service desk agents 40% 65% 63% 35% 80% 1.5 SERVICES SUPPORTED SERVICE FOOTPRINT
- 33. IT WORKS Happy customers, happy support team!
- 34. Request fulfilled within one business day. Can’t ask for more than that. Thank you! SERVICE DESK CUSTOMER
- 35. They were very responsive. Resolved my issue and kept in good communication. Thank you. SERVICE DESK CUSTOMER
- 36. How can this work for you? How you can achieve similar results
- 37. HEALTH MONITOR Routinely evaluate Make adjustments Improve processes Atlassian Plays can help
- 38. EVALUATE OVERALL SLA Review How are you performing against the SLAs? Make Changes Change the goal time, change the expected % of success.
- 39. DIVE DEEP INTO A GOAL Look for Trends Make a report so deep dives have data. Examine Click through to issues that are out of the norm and investigate if changes are required.
- 40. When work is open, we unleash the full potential of all teams. WE BELIEVE Source: http://darkroom.baltimoresun. com
- 41. Thank you! TANYA CHRISTENSEN | SENIOR CYBER SYSTEMS ENGINEER | NORTHROP GRUMMAN