How do you get 500+ professionals across 100+ support teams to deliver services and support consistently together? Join Kevin Jesse, Chief IT Architect, as he shares the challenges and successes that were faced with deploying ITSM in a highly decentralized environment. Learn how to efficiently scale IT Service Management (ITSM) with minimal customization using Jira Service Desk and Confluence, how to integrate multiple service desks, develop an all-encompassing service catalog, and change the culture for both internal and external customers.

1. KEVIN JESSE | CHIEF IT ARCHITECT | UNIVERSITY IN UPSTATE NEW YORK | @KEVINJESSESR
Standardizing Jira Service Desk in a
Decentralized Environment

2. The most dangerous phrase in the language is
‘we’ve always done it this way.’
Grace Hopper (1906 – 1992)

3. Use Case

4. 500+
Professionals

5. 100+
Support teams delivering services and support

6. Build a controlled and consistent
process to continually optimize the
working methods of Information
Technology (IT)
USE CASE

7. Information Technology Infrastructure Library (ITIL) - Foundation V3 Lifecycle

9. Before
• Multiple tools managed independently
• Multiple deployments of same tool
• Many workflows
• Many processes & procedures
• Tracking via Spreadsheets
• Shared Mailboxes
After
• Centralized tools with optimized foundation
• Multiple integrated Service Desks
• Simplified workflows
• Reduction of processes & procedures
• Transition to queues and dashboards
• Transition to email to ticket

10. Service Catalog

11. A service catalog (or catalogue), is an
organized and curated collection of
any and all business and information
technology related services that can be
performed by, for, or within an
enterprise.
Wikipedia - https://en.wikipedia.org/wiki/Service_catalog

12. How would a librarian create a
Service Catalog?
Concept
Group of different
Individuals that share
characteristics. Concepts
can be subconcepts of other
Concepts.
Individuals
Base unit of an ontology;
they are the things.
Relationships
The way Individuals relate to
other Individuals.
ScienceDirect - https://www.sciencedirect.com/science/article/pii/S095070511100267X

13. Who to engage?
Customers
A sample of folks who are consuming
the service(s)
Providers
All that provide the service(s);
including the support of the service(s)
End Users
All that interact with the Customers,
Stakeholders and Providers
Stakeholders
Those who are responsible and/or
accountable for the service(s)

14. Get Organized

17. Who is accountable?

18. Governance

19. Why is governance important?

20. IT Service Management (ITSM)
Organizational Structure
Set vision and strategy
Prioritize activities;
Resolve conflicts;
Remove roadblocks
ITSM Governance Council
ITSM Governance Advisors
Directors responsible for services
Ex Officio: One individual
Sponsors
VP/C-level
ITSM Architecture & Build Team
Full-time ITSM experts to
build and monitor ongoing ITSM processes
• ITSM/ITIL Architects
• ITSM Managers
• ITIL Certified Experts
• ITSM Engineers
ITSM Service Managers
Service Desk / Change
Management
ITSM Service Managers
Task Management / Support
ITSM Consumers
Execute strategy;
Translate business requirements into system
configurations;
Identify conflicts
Define business requirements;
“Service owners” for
components of ITMS;
Manage operations
Define business requirements;
“Service owners” for
components of ITMS;
Manage operations

21. Consensus
Establishing Priority
Set Expectations
Inclusion
Accountability
RISKS BENEFITS
Time consuming
Competing Priorities
Differing Opinions
Slows Down Implementation

22. Are there costs related to
governance?

23. Cost Savings w/ Mixed Licensing

24. License
Model
Options
Single
Mixed
Unlimited
If you only focus on Jira Service Desk managing
a single license reduces overhead
Combining Jira Service Desk, Jira Software and
Jira Core to avoid unlimited licenses
Drives your add-on cost up

25. License
Model
Options
Single
Mixed
Unlimited
If you only focus on Jira Service Desk managing
a single license reduces overhead
Combining Jira Service Desk, Jira Software and
Jira Core to avoid unlimited licenses
Drives your add-on cost up

26. License
Model
Options
Single
Mixed
Unlimited
If you only focus on Jira Service Desk managing
a single license reduces overhead
Combining Jira Service Desk, Jira Software and
Jira Core to avoid unlimited licenses
Drives your add-on cost up

27. Balancing a mix of licensing
Crowd
Unlimited license made most sense
given that we want all users to be
customers in Jira Service Desk
Jira Service Desk
Minimize licenses to cover the
needed level 1 and level 2 help desk
agents only
Jira Core
Use this license for access to add-ons
like Insight or for basic task
management
Jira Software
Base license for the majority of the
non-customer or level 3 support
users.

28. Minimizing Customizations

29. Why Information Technology
Infrastructure Library (ITIL)?

30. Minimizing the number of Jira workflows
Establish base workflows
Create sets of base workflows; ITSM;
Task; Agile, etc.
Avoid unique workflows
Not every workflow has to be unique.
Many times a base workflow will
meet the need.
Try before customizing
Ask end users to try the base
workflows before creating a unique
workflow.
Allow small variations
Create variants of the base
workflows with small changes; don’t
allow for to many variants.

31. Minimize the number custom fields
Common taxonomy
Classify common terms into a single
term; ex. Delivery Date and Delivered
On.
Use contexts
Have different needs per Jira project
or Issue Type; ex drop down options.
Service Desk Display Name
Does the customer use a different
language from the agent?
Common screens
Like with workflows create base
screens and avoid unique screens

32. Just because you can doesn't mean
you should.
MULTIPLE

33. Change the culture to focus on
the many.

34. Non-IT Service Desks

35. Taking the IT out of IT Service
Management (ITSM)
AKA Enterprise Service Management
HUMAN RESOURCES PROCUREMENT
LEARNING & DEVELOPMENT LIBRARY SERVICES

36. Transitioning a non-IT team into an IT
system
UNDERSTANDING THE BUSINESS

37. Mixing IT and non-IT workflows
Is there an IT component
Does the business have an IT
component that needs support?
Supporting the non-IT team
Clearly identify who is responsible for
primary and secondary support
Shared support
Develop support plan for who is
supporting what parts of the Service Desk
Is there an IT team
In a decentralized environment many
business teams also have IT teams

38. Single Server
Multiple Applications
• Crowd
• Jira Service Desk
• Jira Software
• Jira Core
• Confluence
• Docker
Architecture

39. Shibboleth SSO
Single-sign-on
• Crowd, Jira Core, and Confluence
integrated with Shibboleth
Architecture

40. Email Proxy
Enhanced Email Processing
• Many email aliases per
Service Desk
• Unknown User mapping
• Multiple user email
address mapping
Architecture

41. Click2Clone
Automation
• Backups
• Log management
• Upgrades
• Environment Replication /
Cloning
• Job execution
• Scheduling
Architecture

42. Demo(s)
Integrated Service Desks
Integrated Support Teams
IT Service Management Relationships
• Ticket handoff to other Service Desk
• Ticket handoff within a Service Desk
• Ticket handoff to non-Service Desk Jira projects
• Multi-team assignments/handoff
• Service Catalog/IT Asset integration
• Automatic routing of Service Desk tickets
• Service Desk
• Service Catalog
• IT Assets
• Customer Information (CRM)
• Knowledge-base

45. KEVIN JESSE | CHIEF IT ARCHITECT | UNIVERSITY IN UPSTATE NEW YORK | @KEVINJESSESR
Thank you!