The epic story of Skyscanner's service desk
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This document summarizes how Skyscanner, a flight search engine, transitioned from using separate tools to manage bugs and service requests to implementing Jira Service Desk. Some key points: 1. Skyscanner was growing rapidly and needed a unified system to improve service, increase development speed, and maintain high availability. 2. They adopted a "tribal" structure of autonomous squads and used Jira to synchronize engineering work. 3. Staff found the old service desk portal difficult to use. Jira Service Desk provided easy ticketing, visibility, reporting and triaging to improve bug resolution. 4. Skyscanner cultivated a feedback-driven culture with beta programs, customization of J
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The epic story of Skyscanner's service desk
- 1. Bugs, tribes and clearer skies The epic story of Skyscanner’s service desk Michael Hall Business Tools Team Lead Skyscanner Laura Haines Senior Project Manager Skyscanner Sarah Khogyani Product Marketing Manager Atlassian
- 2. THE TRIBAL ORG BUG REPORTING REWARD PROGRAMS BE T TER TOGE THER
- 3. Skyscanner compares millions of flights to find you the cheapest deal, fast. They also compare and find the cheapest hotels and car rental for your next trip.
- 4. 40 million users per month 30 different languages available Thousands of results per second #1 flight search engine in Europe 700 employees 9 global offices Skyscanner: Quick facts
- 5. 9 offices around the world!
- 9. 1. Improve service while growing the company 2. Increase product development speed while maintaining a highly available service Needed to achieve two things:
- 11. The autonomous squad •Acts as a mini-startup •Chooses its own tools •Self-organizing •Has everything they need to execute
- 12. Squads at Skyscanner Global Availability Performance Business Tools Hotels Flights
- 13. Going agile Global Availability Performance Business Tools Hotels Flights
- 14. THE TRIBAL ORG BUG REPORTING REWARD PROGRAMS BE T TER TOGE THER
- 15. We synchronized engineering, but we needed a way to bring in the rest of the company, even the non-technical staff. After JIRA
- 16. How did staff raise tickets? After JIRA
- 17. • Break regularly • Not scalable • Too many hops between systems • Portal not user-friendly • No visibility on tickets Old Service Desk
- 18. %&#@!! %&#@!! %&#@!! %&#@!! %&#@!! %&#@!! Staff had a hard time reporting issues
- 19. Goodbye Cherwell, Hello JIRA Service Desk
- 20. •Missed issues •Poor adoption •No visibility or reporting •Misfiled tickets Before JIRA Service Desk
- 21. •Staff love to use it •Easy triaging •Better visibility •Reporting on issues After JIRA Service Desk
- 22. THE TRIBAL ORG BUG REPORTING REWARD PROGRAMS BE T TER TOGE THER
- 23. How we created a feedback-driven culture •Encourage product usage •Beta releases for employees •Make it easy to give feedback
- 27. •Changing and adding fields •Customizing descriptions •Continuous improvement Customer portal features we like
- 30. •Customizable queues •Adapts to how our teams work Queue features we like
- 32. Which service desk has the most tickets?
- 33. How much time is spent in each status?
- 34. What is everyone’s workload?
- 35. How many issues resolved vs. created?
- 36. Ticket triaging
- 37. •Devs can see details in one place •Devs can work it into their backlog Benefits of triaging in JIRA
- 39. End-user updates
- 40. •Get email updates •Updated when problems are fixed •Understand their impact on product improvement Our end-users benefit, too!
- 42. 700happy employees using JIRA Service Desk
- 43. Have we resolved more bugs?!
- 44. Difficulty seeing metrics No reliable information Painful customizations The old way The new way Z z Reporting is easy Customizable Flexible Comparing numbers is hard..
- 46. 94% resolved
- 48. We can now focus on individuals and interactions and are no longer limited by tools
- 49. We are more focused on improving software, rather than documentation
- 50. We improved collaboration across squads to make sure we are accomplishing the same goal
- 51. We can now respond to change and continuously improve going forward
- 52. THE TRIBAL ORG BUG REPORTING REWARD PROGRAMS BE T TER TOGE THER
- 54. “Bug of the Week” Program AWARD REQUIREMENT Sticker 1 Lanyard 2 T-shirt 4 Hoodie 5 Gift Voucher (£25) 7 Gift Voucher (£50) 10 Gift Voucher (£100) 12 +1 Week Annual Leave 15 REPRODUCABLE WELL-DOCUMENTED
- 55. Our team
- 56. Skytrek Missions Book a flight for a summer trip, passing through 3+ airports, include as many legs as you wish and try using multiple devices
- 57. Skytrek Missions RANK PRIZE Ensign Lanyard Lieutenant Laptop sticker Lieutenant Commander Laptop sticker Commander Laptop sticker Captain T-shirt Commodore Hoodie Vice Admiral £50 gift voucher Admiral £100 gift voucher Fleet Admiral +1 week shore leave
- 58. Key takeaways •Grow while staying agile •Open up collaboration •Enable a feedback-driven culture •Focus on improving products JIRA Service Desk allowed Skyscanner to:
- 59. Our team
- 60. Learn more Follow us on Twitter! @JIRAServiceDesk