Atlas Desk Team – A Year With JIRA Service Desk - Dan Horsfall and Nikki Nguyen
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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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Atlas Desk Team – A Year With JIRA Service Desk - Dan Horsfall and Nikki Nguyen
- 1. #atlassian
- 2. A Year with JIRA Service Desk Atlassian IT Support (AtlasDesk) Dan Horsfall • Business Productivity Analyst • Atlassian Nikki Nguyen • Business Productivity Analyst • Atlassian
- 3. 2011
- 4. 370 Staff in 3 offices AMS SYD SF
- 5. • User Accounts • Hardware Support • Networking • System Outages • Software Purchasing • Change Requests • New Instances / Systems • Phone System • Projects • Cloud Applications 2011 One Sysadmin Team
- 10. 2011 Typical “Firehose” View
- 11. 2011 Our IT Team were literally on fire
- 12. 2011 Our IT Team were literally on fire
- 13. 2011 Everything In To One Shared Jira Project
- 14. Everything In To One Shared Jira Project Desktop / Laptop Support 2011 Changes to managed systems Create & Maintain new systems
- 15. Desktop / Laptop Support Changes to managed systems Create & Maintain new systems TRIAGE 2011 Everything In To One Shared Jira Project
- 17. 2013
- 20. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION
- 21. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION
- 22. 2013 Initial Reaction: Simple To Use, And Better Looking Way To Raise (More) Issues
- 25. 2013 Categories View - Real Game Changer
- 26. 2013 Categories View - Real Game Changer
- 27. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION
- 28. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION
- 29. 2013 Typical “Firehose” View
- 31. 2013 SLA
- 32. 2013 What Behaviour Do You Want To Drive?
- 33. What Behaviour Do You Want To Drive? First Comment? 2013
- 34. What Behaviour Do You Want To Drive? First Comment? Issue Resolution? 2013
- 37. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION
- 38. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION
- 39. 2013 Reports
- 40. 2013 Reports
- 41. 2013 Reports
- 42. 2013 Reports
- 43. 2013 Reports
- 44. 2013 Reports
- 45. 2013 Reports
- 46. 2013 Reports
- 47. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION
- 48. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION
- 56. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION
- 57. JIRA Service Desk CUSTOMER VIEW SLAS REPORTS CUSTOM QUEUES KNOWLEDGE BASE INTEGRATION
- 58. 2013 CSAT
- 59. 2013 CSAT
- 60. 2013 CSAT
- 61. 2014
- 62. 2014 Atlassian Staff By Year
- 63. Atlassian Staff By Year 1200 900 600 300 0 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 Today Staff 1100 889 620 370 265 160 206 48 89 2 6 9 20 2014
- 64. Atlassian Staff By Year 1200 900 600 300 0 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 Today Staff 1100 889 620 370 265 160 206 48 89 2 6 9 20 2014
- 65. • Networking • System Outages Distributed Sysadmin Team • User Accounts • Hardware Support • Software Purchasing • Change Requests • New Systems • Phone System • Projects • Cloud Applications 2014
- 66. • Networking • System Outages Distributed Sysadmin Team • User Accounts • Hardware Support • Software Purchasing • Change Requests • New Systems • Phone System • Projects • Cloud Applications 2014
- 67. One Sysadmin Team Single Portal For Users
- 68. One Sysadmin Team Single Portal For Users
- 69. ~1100 Staff in 9 offices AMS GDN SGN MNL SYD SFO ATX TKY PGP
- 70. Thank you! Dan Horsfall • Business Productivity Analyst • Atlassian Nikki Nguyen • Business Productivity Analyst • Atlassian