SHIHAB HAMID • PRODUCT MANAGER • ATLASS IAN • @SHIHABHAMID

JIRA Service DeskDEEP DIVE

What is a service desk?

Sure thing!

YOUR CUSTOMERS YOUR TEAM

Can you help me out?

CUSTOMER PORTAL

QUEUES

SLA

REPORTS

CUSTOMER PORTAL QUEUES SLA REPORTS

Do you use JIRA as a service desk?

38%

?

How do they create a request?

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...I set up JIRA to model my

process, and still my users are bypassing the system...

SOME CUSTOMER

”

“

Customer Portal

CUSTOMER PORTAL

• A simple and intuitive experience to create and track their requests

Simple and intuitive

CUSTOMER PORTAL

Core conceptsISSUE TYPES REQUESTS TYPES

CUSTOMER PORTAL

Out of the box

CUSTOMER PORTAL

Out of the box

Keyboard replacements are common

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Let’s collect some information

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Speak your customers’ language

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Request types are issue type templates

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Status re-mapping

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Notifications

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Simple and intuitive

Control information

Smart notifications

Customer Portal

CUSTOMER PORTAL

QUEUES

Queues

QUEUES

• Organize issues into streams of prioritized work

Focus your team

QUEUES

• A queue lets you define

• what issues are shown using JQL

• the columns that are displayed

• the priority of issues through ordering

Core concepts

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How should you design your queues?

QUEUES

Match your workflow

QUEUES

Split by specialization

QUEUES

Hybrid queues

QUEUES

Hybrid queues

ISSUE TRIAGE

DESKTOP SUPPORT

SYS ADMIN & OPS

PROCUREMENT

QUEUES

• Order tickets by

• Created date

• Due date

• Priority or severity

Prioritization

Service Level Agreements

SLA

• An SLA is a goal for your team and an expectation for your customers

Measurable goals

SLA

• 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

Core concepts

+ = SLA

• Critical and blocker issues need to be resolved within 24 hours

• All other issues need to be resolved within 3 days

SLA

Quick example

+

SLA

Time to resolution

WAITING FOR SUPPORT

RESOLVED(Resolut ion Set )

UNTRIAGED( Issue Created)

START

Issue Created

STOP

Resolution Set

How does SLA help prioritization?

• Level One

• Level Two

• Level Two

• Level Two

• Level One

Reality is a bit more complicated

SLA

Time to resolution

WAITING FOR SUPPORT

RESOLVED(Resolut ion

UNTRIAGED( Issue

START

Issue Created

STOP

Resolution Set

SLA

Time to resolution

WAITING FOR SUPPORT

RESOLVED(Resolut ion

UNTRIAGED( Issue

START

Issue

Created

STOP

Resolution

Set

WAITING FOR CUSTOMER

WAITING FOR SUPPORT

PAUSE

Waiting for

Customer

Resolve or respond?

SLA

Time to response

WAITING FOR SUPPORT

RESOLVED(Resolut ion

UNTRIAGED( Issue

WAITING FOR CUSTOMER

WAITING FOR SUPPORT

SLA

Time to response

WAITING FOR SUPPORT

UNTRIAGED( Issue

WAITING FOR CUSTOMER

WAITING FOR SUPPORT

WAITING FOR CUSTOMER

RESOLVED(Resolut ion

WAITING FOR SUPPORT

WAITING FOR SUPPORT

WAITING FOR CUSTOMER

SLA cycles in action

SLA

• Time to triage

• Time to assign an issue

• Time to first response

• Time between comments

• Time awaiting approval

• Time for vendor to supply goods

Measure what matters

SLA

• Issue level

How are you doing?

SLA

• Aggregate level

How are you doing?

SLA

• What issues are about to breach SLA?

Querying for SLA

“Time to resolution” <= 1h

SLA

• How many issues did I breach in the last week?

Querying for SLA

“Time to resolution” = breached( )

Reports

REPORTS

• Visualize performance to identify bottlenecks and optimize your process

Measure and improve

REPORTS

• A report has 1 or more series

• A series plots a metric over time

• A metric can be a volume-based on time-based

• A series can be filtered using JQL

Core concepts

REPORTS

Incoming issues

REPORTS

Incoming issues

REPORTS

Incoming issues

REPORTS

Incoming issues

REPORTS

Team workload

How do you report on time metrics?

REPORTS

Time metrics

REPORTS

Response and resolution

REPORTS

Responsiveness

REPORTS

SLA Reports

CUSTOMER PORTAL

QUEUES

SLA

REPORTS

?

Knowledge Base

KNOWLEDGE BASE

• Reduce the number of tickets your team has to deal with by helping customers help themselves

Self-service desk

KNOWLEDGE BASE

• A service desk can be connected to a KB space in Confluence

• A knowledge article is a page in the KB space

Core concepts

KNOWLEDGE BASE

Confluence Blueprints

KNOWLEDGE BASE

Connecting with KB

KNOWLEDGE BASE

Searching for solutions

Search or suggest?

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How do you capture knowledge?

• Level One

• Level Two

• Level Two

• Level Two

• Level One

• Level One

• Level Two

• Level Two

• Level Two

• Level One

Page title here

CUSTOMER PORTAL

QUEUES

SLA

REPORTS

How do I get started?

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