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Learn how Twitter’s help desk moved from a single email inbox into a globally distributed team, deploying JIRA Service Desk and JIRA Agile to provide support for over 3,000 employees. Twitter will also share how to employ JIRA Service Desk across the business to support everything from procurement and HR, to facilities and legal.
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#atlassian
Alex Sti l l ings • IT Manager • Twitter • @sti l l ings
Service Desk Saves Twitter IT
P ro b l e m t o S o l v e
Twitter IT
S e r v i c e D e s k f o r I T
S e r v i c e D e s k @ Tw i t t e r
Page title here• Level One• Level Two• Level Two• Level Two
• Level One
Page title here• Level One• Level Two• Level Two• Level Two
• Level One
2 0 1 0 - S F O 2 0 1 2 - N Y C / D U B / T O K 2 0 1 3 - S E A / D . C . 2 0 1 4 - L O N / B O S
Last 12 months
Tickets Resolved YTD
17,621IT Support Tickets
Tickets Resolved YTD
17,621IT Support Tickets
On Track to Resolve 30,000+
Pre-Service Desk
T i c k e t I n t a k e
Pre-Service Desk
T i c k e t I n t a k e
Pre-Service Desk
Black hole
T i c k e t I n t a k e
Pre-Service Desk
????Black hole
T i c k e t I n t a k e
Email support doesn’t scale.
Twitter IT
S e r v i c e D e s k @ Tw i t t e r
P ro b l e m t o S o l v e
S e r v i c e D e s k f o r I T
Enter Service Desk
Post-Service Desk
T i c k e t I n t a k e
Post-Service Desk
T i c k e t I n t a k e
Post-Service Desk
T i c k e t I n t a k e
Customer Portal
Post-Service Desk
T i c k e t I n t a k e
•Google Apps !
!!•VPN !!!•Peripherals
ComponentsCustomer Portal
Adoption
0
750
1500
2250
3000
May June July
Email Service Desk
Adoption
0
750
1500
2250
3000
May June July
Email Service Desk
2,120
376
Adoption
0
750
1500
2250
3000
May June July
Email Service Desk
2,1132,120
300376
Adoption
0
750
1500
2250
3000
May June July
Email Service Desk
2,3242,1132,120
467300376
Adoption
85% 88% 83%
Previously almost 95% email support
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
In ProgressOpen
Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
In Progress
Accepted
Open
Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Accepted
Open
Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
Kanban Board
Kanban Board
Execs
Kanban Board
Execs
Expedite
Kanban Board
Execs
Expedite
Everything Else
Kbase Integration
Kbase Integration
Reports
Important To Keep UpdatingOngoing improvements
• Keep Articles Relevant• Relevant Spaces• Keyword tagging• Likes
• Advanced Report• Get more metrics• Dive into ticketing
Components
Twitter IT
S e r v i c e D e s k f o r I T
P ro b l e m t o S o l v e
S e r v i c e D e s k @ Tw i t t e r
Over 80 Service Desks Exist at
Facilities/Workplace
Human Resources
Procurement
Procurement
Unified Service Desk!
You Can Get Out of Email Support!
Alex Sti l l ings • IT Manager • Twitter • @sti l l ings
Thank you!
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