In this session, you will learn how to: Establish international support teams, fast-track integration with the rest of the business, make the best use of Atlassian's suite of products, maintain and improve existing service level, gauge and measure the success of your new service desk

1. #atlassiansummit

2. Supporting Service Desk with JSD:
How Atlassian Started a Global
Service Desk Team
Nikki Nguyen • Business Productivity Analyst • Atlassian

3. A Growing Problem
What does it looks like?
How did we do it?
Lessons we learned

4. The Big Picture
Page title here

5. The Big Picture
Page title here
1 NEW EMPLOYEE EVERYDAY

6. A Growing Problem
Massive Employee Growth
# of Employees (IT vs. Staff)
900
675
450
225
0
Staff IT
2010 2011 2012 2013 2014
Year

7. A Growing Problem
Massive Employee Growth
Roughly 230 Employees in 2010; Over 1000 Today!
# of Employees (IT vs. Staff)
900
675
450
225
0
Staff IT
2010 2011 2012 2013 2014
Year

8. A Growing Problem
Massive Employee Growth
Roughly 230 Employees in 2010; Over 1000 Today!
# of Employees (IT vs. Staff)
900
675
450
225
0
Staff IT
2010 2011 2012 2013 2014
Year
18 IT Members

9. A Growing Problem
Massive Complexity
• Local Office Infrastructure
• Network, Storage, VMs, etc
• Data Center, AWS
• Application Services
• atlassian.com
• marketplace.atlassian.com
• university.atlassian.com
• my.atlassian.com
• id.atlassian.com
!
!
• Confluence and JIRA
• Staff Intranet (Confluence and JIRA)
• confluence.atlassian.com
• jira.atlassian.com
• support.atlassian.com
• experts.atlassian.com
• developers.atlassian.com

10. A Growing Problem
Massive Complexity
• Local Office Infrastructure
• Network, Storage, VMs, etc
• Data Center, AWS
• Application Services
• atlassian.com
• marketplace.atlassian.com
• university.atlassian.com
• my.atlassian.com
• id.atlassian.com
!
!
• Confluence and JIRA
• Staff Intranet (Confluence and JIRA)
• confluence.atlassian.com
• jira.atlassian.com
• support.atlassian.com
• experts.atlassian.com
• developers.atlassian.com

11. A Growing Problem
Evolving the “Sysadmins”
• User Account Management
• Desktop and Hardware Support
• Office Infrastructure and Network
• Application/System Change Requests
• Project Work
• Maintenance

12. A Growing Problem
Evolving the “Sysadmins”
• User Account Management
• Desktop and Hardware Support
• Office Infrastructure and Network
• Application/System Change Requests
• Project Work
• Maintenance

13. A Growing Problem
Evolving the “Sysadmins”
• User Account Management
• Desktop and Hardware Support
• Office Infrastructure and Network
• Application/System Change Requests
• Project Work
• Maintenance

14. A Growing Problem
Evolving the “Sysadmins”
• User Account Management
• Desktop and Hardware Support
• Office Infrastructure and Network
• Application/System Change Requests
• Project Work
• Maintenance
Atlasdesk
Office Engineering
Workplace Tech.

15. Using the Tools
What does it looks like?
How did we do i t ?
Lessons we learned

16. Using the Tools
(Ideal) Goals to Strive for:
• A way to manage new and existing issues
• We need to know if we’re working on the right things
• Determine if we’re performing as we should
• Are we doing it the right way?
• What can we avoid doing?

17. Using the Tools
Customer Portal

18. Using the Tools
SLAs

19. Using the Tools
SLAs

20. Using the Tools
SLAs

21. Using the Tools
Reporting

22. Using the Tools
Reporting
A bad day :(

23. Using the Tools
Reporting
A bad day :(
A good day?

24. Using the Tools
Reporting
A bad day :(
A good day?
BUT
WHYYY?!

25. Using the Tools
Confluence with KB and CQ

26. Using the Tools
The Ultimate Solution for us
JIRA Servicedesk
Confluence Knowledge Base / Questions
Hipchat Online Presence
JIRA Agile
JIRA Capture
Phone Support Issue Reporting
Walk-Up Issue Reporting

27. Things for Next Time
What does it looks like?
How did we do it?
Lessons we learned

28. Notes for Next Time
Some Things We Learned
Configuring the Customer Portal
• Standardizing procedures for request types
• Struggled defining our service catalog:
• Biggest challenge was removing the technical aspects
• Customer Portal in the “Customer’s Perspective”
• Feedback and flexibility = EASY WIN

29. Notes for Next Time
Some Things We Learned
Industry Standard: Metrics
• Cost per Contact
• Customer Satisfaction
• Agent Utilization
• First Contact Resolution Rate
• First Level Resolution Rate
• Agent Satisfaction
• Aggregate Service Desk Performance

30. Notes for Next Time
Some Things We Learned
Industry Standard: Metrics
• Cost per Contact
• Customer Satisfaction
• Agent Utilization
• First Contact Resolution Rate
• First Level Resolution Rate
• Agent Satisfaction
• Aggregate Service Desk Performance

31. Notes for Next Time
Some Things We Learned
Industry Standard: Metrics
• Cost per Contact
• Customer Satisfaction
• Agent Utilization
• First Contact Resolution Rate
• First Level Resolution Rate
• Agent Satisfaction
• Aggregate Service Desk Performance
Atlasdesk’s Metric & SLA
• Defining Metrics and SLA
w/ Customer Service Behaviors
• Customer Satisfaction
• Drivers to meeting SLA (100% vs 85%)
• Project vs Maintenance work
!
!

32. Notes for Next Time
Some Things We Learned
Reporting
• Rich Data allowed us to measure Handover and Progress to cutover
• The goal was to handover X% of work to the Atlasdesk
We found the goal was ill measured.
Flexibility allowed us to review reports and tweak the JQL on the fly
• Great insight to health checks
• Allowed us to gauge the metrics used
• Quantitate vs Qualitative data for mgmt.

33. Our [Atlasdesk] Team Doesn't Resemble The
[Atlasdesk] Teams We've Worked With In The
Past, Because You Guys Are In A Class Of
Your Own.
—Bryan Rollins, VP ”
“

34. …the results are in…

35. In 1 Quarter,
the Atlasdesk team has crushed:

36. In 1 Quarter,
the Atlasdesk team has crushed:
1329issues

37. In 1 Quarter,
the Atlasdesk team has crushed:
1329issues
That’s 59% of all Service Desk Issues created!

38. Results
SLA: Met Vs. Breached

39. Results
Resolved by Team Member

40. Results
Handover Potential

41. Thank you!
Nikki Nguyen • Business Productivity Analyst • Atlassian