deflect tickets and stop interruptions for your it teams - michael knight
DESCRIPTION
Learn how Atlassian's own build engineering team uses a combination of ticketing in JIRA Service Desk, and knowledge management with Confluence Questions, HipChat, and the Knowledge Base Blueprint in Confluence to scale the support they provide to a rapidly growing number of developers.TRANSCRIPT
#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!
