Standardizing Jira Service Desk in a Decentralized Environment
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The document discusses the standardization of Jira Service Desk in a decentralized IT environment, aiming to optimize service delivery processes involving over 500 professionals and various support teams. It highlights the transition from multiple, independently managed tools and workflows to a centralized system with integrated service desks and simplified procedures, alongside governance and cost management strategies for IT service management. Additionally, it addresses the importance of minimizing customizations, creating base workflows, and considering non-IT service management contexts.
Standardizing Jira Service Desk in a Decentralized Environment
- 1. KEVIN JESSE | CHIEF IT ARCHITECT | UNIVERSITY IN UPSTATE NEW YORK | @KEVINJESSESR Standardizing Jira Service Desk in a Decentralized Environment
- 2. The most dangerous phrase in the language is ‘we’ve always done it this way.’ Grace Hopper (1906 – 1992)
- 3. Use Case
- 5. 100+ Support teams delivering services and support
- 6. Build a controlled and consistent process to continually optimize the working methods of Information Technology (IT) USE CASE
- 7. Information Technology Infrastructure Library (ITIL) - Foundation V3 Lifecycle
- 9. Before • Multiple tools managed independently • Multiple deployments of same tool • Many workflows • Many processes & procedures • Tracking via Spreadsheets • Shared Mailboxes After • Centralized tools with optimized foundation • Multiple integrated Service Desks • Simplified workflows • Reduction of processes & procedures • Transition to queues and dashboards • Transition to email to ticket
- 10. Service Catalog
- 11. A service catalog (or catalogue), is an organized and curated collection of any and all business and information technology related services that can be performed by, for, or within an enterprise. Wikipedia - https://en.wikipedia.org/wiki/Service_catalog
- 12. How would a librarian create a Service Catalog? Concept Group of different Individuals that share characteristics. Concepts can be subconcepts of other Concepts. Individuals Base unit of an ontology; they are the things. Relationships The way Individuals relate to other Individuals. ScienceDirect - https://www.sciencedirect.com/science/article/pii/S095070511100267X
- 13. Who to engage? Customers A sample of folks who are consuming the service(s) Providers All that provide the service(s); including the support of the service(s) End Users All that interact with the Customers, Stakeholders and Providers Stakeholders Those who are responsible and/or accountable for the service(s)
- 14. Get Organized
- 18. Governance
- 19. Why is governance important?
- 20. IT Service Management (ITSM) Organizational Structure Set vision and strategy Prioritize activities; Resolve conflicts; Remove roadblocks ITSM Governance Council ITSM Governance Advisors Directors responsible for services Ex Officio: One individual Sponsors VP/C-level ITSM Architecture & Build Team Full-time ITSM experts to build and monitor ongoing ITSM processes • ITSM/ITIL Architects • ITSM Managers • ITIL Certified Experts • ITSM Engineers ITSM Service Managers Service Desk / Change Management ITSM Service Managers Task Management / Support ITSM Consumers Execute strategy; Translate business requirements into system configurations; Identify conflicts Define business requirements; “Service owners” for components of ITMS; Manage operations Define business requirements; “Service owners” for components of ITMS; Manage operations
- 21. Consensus Establishing Priority Set Expectations Inclusion Accountability RISKS BENEFITS Time consuming Competing Priorities Differing Opinions Slows Down Implementation
- 22. Are there costs related to governance?
- 23. Cost Savings w/ Mixed Licensing
- 24. License Model Options Single Mixed Unlimited If you only focus on Jira Service Desk managing a single license reduces overhead Combining Jira Service Desk, Jira Software and Jira Core to avoid unlimited licenses Drives your add-on cost up
- 25. License Model Options Single Mixed Unlimited If you only focus on Jira Service Desk managing a single license reduces overhead Combining Jira Service Desk, Jira Software and Jira Core to avoid unlimited licenses Drives your add-on cost up
- 26. License Model Options Single Mixed Unlimited If you only focus on Jira Service Desk managing a single license reduces overhead Combining Jira Service Desk, Jira Software and Jira Core to avoid unlimited licenses Drives your add-on cost up
- 27. Balancing a mix of licensing Crowd Unlimited license made most sense given that we want all users to be customers in Jira Service Desk Jira Service Desk Minimize licenses to cover the needed level 1 and level 2 help desk agents only Jira Core Use this license for access to add-ons like Insight or for basic task management Jira Software Base license for the majority of the non-customer or level 3 support users.
- 29. Why Information Technology Infrastructure Library (ITIL)?
- 30. Minimizing the number of Jira workflows Establish base workflows Create sets of base workflows; ITSM; Task; Agile, etc. Avoid unique workflows Not every workflow has to be unique. Many times a base workflow will meet the need. Try before customizing Ask end users to try the base workflows before creating a unique workflow. Allow small variations Create variants of the base workflows with small changes; don’t allow for to many variants.
- 31. Minimize the number custom fields Common taxonomy Classify common terms into a single term; ex. Delivery Date and Delivered On. Use contexts Have different needs per Jira project or Issue Type; ex drop down options. Service Desk Display Name Does the customer use a different language from the agent? Common screens Like with workflows create base screens and avoid unique screens
- 32. Just because you can doesn't mean you should. MULTIPLE
- 33. Change the culture to focus on the many.
- 35. Taking the IT out of IT Service Management (ITSM) AKA Enterprise Service Management HUMAN RESOURCES PROCUREMENT LEARNING & DEVELOPMENT LIBRARY SERVICES
- 36. Transitioning a non-IT team into an IT system UNDERSTANDING THE BUSINESS
- 37. Mixing IT and non-IT workflows Is there an IT component Does the business have an IT component that needs support? Supporting the non-IT team Clearly identify who is responsible for primary and secondary support Shared support Develop support plan for who is supporting what parts of the Service Desk Is there an IT team In a decentralized environment many business teams also have IT teams
- 38. Single Server Multiple Applications • Crowd • Jira Service Desk • Jira Software • Jira Core • Confluence • Docker Architecture
- 39. Shibboleth SSO Single-sign-on • Crowd, Jira Core, and Confluence integrated with Shibboleth Architecture
- 40. Email Proxy Enhanced Email Processing • Many email aliases per Service Desk • Unknown User mapping • Multiple user email address mapping Architecture
- 41. Click2Clone Automation • Backups • Log management • Upgrades • Environment Replication / Cloning • Job execution • Scheduling Architecture
- 42. Demo(s) Integrated Service Desks Integrated Support Teams IT Service Management Relationships • Ticket handoff to other Service Desk • Ticket handoff within a Service Desk • Ticket handoff to non-Service Desk Jira projects • Multi-team assignments/handoff • Service Catalog/IT Asset integration • Automatic routing of Service Desk tickets • Service Desk • Service Catalog • IT Assets • Customer Information (CRM) • Knowledge-base
- 45. KEVIN JESSE | CHIEF IT ARCHITECT | UNIVERSITY IN UPSTATE NEW YORK | @KEVINJESSESR Thank you!