deflect tickets and stop interruptions for your it teams - michael knight

#atlassian

Deflect Tickets and Stop InterruptionsAtlassian’s Build Engineering team

MICHAEL KNIGHT • SUPPORT ENGINEER • ATLASSIAN • @MIKNIGHT

Build Engineering @ Atlassian

C O L U M N T I T L E C O L U M N T I T L E C O L U M N T I T L ENow In a few months

Bamboo servers 6 9

Bamboo remote agents ~600 ~1000

Builds per day ~50,000 ~65,000

Maven artifacts 6.5TB 7.5TB+

Developers 340 380+

business projects internal projects

operational changes unplanned work

C O N F L U E N C E Q U E S T I O N S

M E A S U R I N G S U C C E S S

H I P C H AT & J I R A S E RV I C E D E S K

T H E B A S I C S

How do we do it?

Support Requests vs Self-help

Atlassian Developers(our customers)

Build Engineering(that’s us!)

BuildEng Team Composition

Development sub-team Infrastructure sub-team

Dev maintenance Infra maintenance

JIRA Agile - Kanban Boards

Confluence Knowledge Base

C O N F L U E N C E Q U E S T I O N S

M E A S U R I N G S U C C E S S

T H E B A S I C S

H I P C H AT & J I R A S E RV I C E D E S K

How do we do it?

HipChat

JIRA Service Desk

Support Requests vs Self-help

Build Engineering(that’s us!)

T H E B A S I C S

M E A S U R I N G S U C C E S S

H I P C H AT & J I R A S E RV I C E D E S K

C O N F L U E N C E Q U E S T I O N S

How do we do it?

Confluence Questions

Confluence Questions

The “Shield”

Dev maintenance Infra maintenance

Development sub-team Infrastructure sub-team

BuildEng Team Composition

HipChat Bots

http://go.atlassian.com/hipchat-botshttp://hipchat.com/docs/api

Support Requests vs Self-help

C O N F L U E N C E Q U E S T I O N S

T H E B A S I C S

H I P C H AT & J I R A S E RV I C E D E S K

M E A S U R I N G S U C C E S S

How do we do it?

Build Engineering’s contact rate

Total contacts per month

Confluence Questions deflections

18 38Net Promoter Score (NPS)

C O N F L U E N C E Q U E S T I O N S

T H E B A S I C S

H I P C H AT & J I R A S E RV I C E D E S K

How do we do it?

M E A S U R I N G S U C C E S S

MICHAEL KNIGHT • SUPPORT ENGINEER • ATLASSIAN • @MIKNIGHT

Thank you!

CHRISTOPHE CAPEL • CCAPEL@ATLASSIAN.COM • @CHRISTOPHECAPEL

We want your feedback!