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One year after its launch, learn the impact that JIRA Service Desk has made on the Atlassian IT service desk, aka AtlasDesk. Learn how we: Automated triage and routing of issues. Implemented SLAs to prioritize work. Use reports to easily track productivity. Integrated CSAT with JIRA Service Desk. Provided a better service to Atlassian users.
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#atlassian
Dan Horsfal l • Business Productivity Analyst • Atlassian Nikki Nguyen • Business Productivity Analyst • Atlassian
A Year with JIRA Service DeskAtlassian IT Support (AtlasDesk)
2011
370 Staff in 3 offices
AMS
SYD
SF
• User Accounts
• Hardware Support
• Networking
• System Outages
• Software Purchasing
• Change Requests
• New Instances / Systems
• Phone System
• Projects
• Cloud Applications
2 0 1 1
One Sysadmin Team
Raising Issues2 0 1 1
Raising Issues2 0 1 1
Typical “Firehose” View2 0 1 1
Our IT Team were literally on fire2 0 1 1
Our IT Team were literally on fire2 0 1 1
2 0 1 1
Everything In To One Shared Jira Project
Changes to managed systems
Create & Maintain new systems
Desktop / Laptop Support
2 0 1 1
Everything In To One Shared Jira Project
Changes to managed systems
Create & Maintain new systems
Desktop / Laptop Support TRIAGE
2 0 1 1
Everything In To One Shared Jira Project
2013
JIRA Service Desk
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
Initial Reaction:Simple To Use, And Better Looking Way To Raise (More) Issues
2 0 1 3
Categories View - Real Game Changer2 0 1 3
Categories View - Real Game Changer2 0 1 3
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
Typical “Firehose” View2 0 1 3
Much Better!2 0 1 3
2 0 1 3
SLA
What Behaviour Do You Want To Drive?2 0 1 3
What Behaviour Do You Want To Drive?
First Comment?
2 0 1 3
What Behaviour Do You Want To Drive?
First Comment?
Issue Resolution?
2 0 1 3
Why Implement SLAs?
Why Implement SLAs?
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
Reports2 0 1 3
Reports2 0 1 3
Reports2 0 1 3
Reports
2 0 1 3
Reports
2 0 1 3
Reports
2 0 1 3
Reports
2 0 1 3
Reports
2 0 1 3
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
2 0 1 3
Custom Queues
2 0 1 3
Custom Queues
2 0 1 3
Custom Queues
2 0 1 3
Custom Queues
2 0 1 3
Custom Queues
2 0 1 3
Custom Queues
2 0 1 3
Custom Queues
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
R E P O RT S
C U S T O M Q U E U E S
S L A S
C U S T O M E R V I E W
JIRA Service Desk
K N O W L E D G E B A S E I N T E G R AT I O N
2 0 1 3
CSAT
2 0 1 3
CSAT
2 0 1 3
CSAT
2014
Atlassian Staff By Year2 0 1 4
Atlassian Staff By Year
0
300
600
900
1200
2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 Today
Staff
1100
889
620
370265
206160894820962
2 0 1 4
Atlassian Staff By Year
0
300
600
900
1200
2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 Today
Staff
1100
889
620
370265
206160894820962
2 0 1 4
• Networking• System Outages
• User Accounts• Hardware Support• Software
Purchasing
• Change Requests• New Systems• Phone System• Projects
• Cloud Applications
Distributed Sysadmin Team2 0 1 4
• Networking• System Outages
• User Accounts• Hardware Support• Software
Purchasing
• Change Requests• New Systems• Phone System• Projects
• Cloud Applications
Distributed Sysadmin Team2 0 1 4
Single Portal For UsersO n e S y s a d m i n Te a m
Single Portal For UsersO n e S y s a d m i n Te a m
~1100 Staff in 9 offices
AMS GDN
SGN
MNL
SYD
SFO
ATXTKY
PGP
Dan Horsfal l • Business Productivity Analyst • Atlassian Nikki Nguyen • Business Productivity Analyst • Atlassian
Thank you!
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