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.

1. #atlassian

2. Service Desk Saves Twitter IT
Alex Stillings • IT Manager • Twitter • @stillings

3. Twitter IT
Problem to Solve
Service Desk for IT
Service Desk @ Twitter

4. Page title here
• Level One
• Level Two
• Level Two
• Level Two
• Level One

5. 2010 - SFO 2 0 1 2 - NYC/DUB/TOK 2 0 1 3 - SEA/D.C. 2 0 1 4 - LON/BOS
Page title here
• Level One
• Level Two
• Level Two
• Level Two
• Level One

6. Last 12 months

7. Tickets Resolved YTD 17,621 IT Support Tickets

8. Tickets Resolved YTD 17,621 IT Support Tickets
On Track to Resolve 30,000+

9. Ticket Intake
Pre-Service Desk

10. Ticket Intake
Pre-Service Desk

11. Ticket Intake
Pre-Service Desk
Black hole

12. Ticket Intake
Pre-Service Desk
Black hole ????

13. Email support
doesn’t scale.

14. Twitter IT
Problem to Solve
Service Desk for IT
Service Desk @ Twitter

15. Enter Service Desk

16. Ticket Intake
Post-Service Desk

17. Ticket Intake
Post-Service Desk

18. Ticket Intake
Post-Service Desk
Customer Portal

19. Ticket Intake
Post-Service Desk
Customer Portal Components
•Google Apps
!
!
!
•VPN
!
!
!
•Peripherals

20. Adoption

21. 3000
2250
1500
750
0
May June July
Email Service Desk
Adoption

22. 3000
2250
1500
750
0
May June July
Email Service Desk
2,120
376
Adoption

23. 3000
2250
1500
750
0
2,120 2,113
376 300
May June July
Email Service Desk
Adoption

24. 3000
2250
1500
750
0
May June July
Email Service Desk
2,324
2,120 2,113
467
376 300
Adoption
85% 88% 83%
Previously almost 95% email support

25. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved

26. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved
Resolved
In
Open Progress

27. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved
Resolved
In
Progress
Accepted
Open

28. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved
Resolved
Waiting
Automatic Event
Transition
In
Progress
Accepted
Open

29. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved
Resolved
Waiting
Automatic Event
Transition
In
Progress
Triaged
Untriaged

30. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved
Resolved
Waiting
Automatic Event
Transition
In
Progress
Triaged
Untriaged

31. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved
Resolved
Waiting
Automatic Event
Transition
In
Progress
Triaged
Untriaged

32. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved
Resolved
Waiting
Automatic Event
Transition
In
Progress
Triaged
Untriaged

33. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved
Resolved
Waiting
Automatic Event
Transition
In
Progress
Triaged
Untriaged

34. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved
Resolved
Waiting
Automatic Event
Transition
In
Progress
Triaged
Untriaged

35. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved
Resolved
Waiting
Automatic Event
Transition
In
Progress
Triaged
Untriaged

36. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved
Resolved
Waiting
Automatic Event
Transition
In
Progress
Triaged
Untriaged

37. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved
Resolved
Waiting
Automatic Event
Transition
In
Progress
Triaged
Untriaged

38. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved
Resolved
Waiting
Automatic Event
Transition
In
Progress
Triaged
Untriaged

39. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved
Resolved
Waiting
Automatic Event
Transition
In
Progress
Triaged
Untriaged

40. Kanban Board

41. Kanban Board
Execs

42. Kanban Board
Execs
Expedite

43. Kanban Board
Execs
Expedite
Everything Else

44. Kbase Integration

45. Kbase Integration

46. Reports

47. Ongoing improvements
Important To Keep Updating
• Keep Articles Relevant
• Relevant Spaces
• Keyword tagging
• Likes
• Advanced Report
• Get more metrics
• Dive into ticketing

48. Components

49. Twitter IT
Problem to Solve
Service Desk for IT
Service Desk @ Twitter

50. Over 80 Service
Desks Exist at
Twitter

51. Facilities/Workplace

52. Human Resources

53. Procurement

54. Procurement

55. Unified Service Desk!

57. You Can Get Out of
Email Support!

58. Thank you!
Alex Stillings • IT Manager • Twitter • @stillings