Post on 18-Nov-2014
description
#atlassiansummit
Nikki Nguyen • Business Productivity Analyst • Atlassian
Supporting Service Desk with JSD:How Atlassian Started a Global
Service Desk Team
W h a t d o e s i t l o o k s l i k e ?
A Growing Problem
H o w d i d w e d o i t ?
L e s s o n s w e l e a r n e d
T h e B i g P i c t u re
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T h e B i g P i c t u re
Page title here
1 NEW EMPLOYEE EVERYDAY
A G ro w i n g P ro b l e m
Massive Employee Growth
# of
Em
ploy
ees
(IT v
s. S
taff)
0
225
450
675
900
Year
2010 2011 2012 2013 2014
Staff IT
A G ro w i n g P ro b l e m
Massive Employee Growth
# of
Em
ploy
ees
(IT v
s. S
taff)
0
225
450
675
900
Year
2010 2011 2012 2013 2014
Staff IT
Roughly 230 Employees in 2010; Over 1000 Today!
A G ro w i n g P ro b l e m
Massive Employee Growth
# of
Em
ploy
ees
(IT v
s. S
taff)
0
225
450
675
900
Year
2010 2011 2012 2013 2014
Staff IT
Roughly 230 Employees in 2010; Over 1000 Today!
18 IT Members
A G ro w i n g P ro b l e m
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
A G ro w i n g P ro b l e m
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
A G ro w i n g P ro b l e m
Evolving the “Sysadmins” • User Account Management• Desktop and Hardware Support• Office Infrastructure and Network• Application/System Change Requests• Project Work• Maintenance
A G ro w i n g P ro b l e m
Evolving the “Sysadmins” • User Account Management• Desktop and Hardware Support• Office Infrastructure and Network• Application/System Change Requests• Project Work• Maintenance
A G ro w i n g P ro b l e m
Evolving the “Sysadmins” • User Account Management• Desktop and Hardware Support• Office Infrastructure and Network• Application/System Change Requests• Project Work• Maintenance
A G ro w i n g P ro b l e m
Evolving the “Sysadmins” • User Account Management• Desktop and Hardware Support• Office Infrastructure and Network• Application/System Change Requests• Project Work• Maintenance
A t l a s d e s k
O ff i c e E n g i n e e r i n g
Wo r k p l a c e Te c h .
H o w d i d w e d o i t ?
Using the ToolsW h a t d o e s i t l o o k s l i k e ?
L e s s o n s w e l e a r n e d
U s i n g t h e To o l s
(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?
U s i n g t h e To o l s
Customer Portal
U s i n g t h e To o l s
SLAs
U s i n g t h e To o l s
SLAs
U s i n g t h e To o l s
SLAs
U s i n g t h e To o l s
Reporting
U s i n g t h e To o l s
ReportingA bad day :(
U s i n g t h e To o l s
ReportingA bad day :(
A good day?
U s i n g t h e To o l s
ReportingA bad day :(
A good day?
BUT WHYYY?!
U s i n g t h e To o l s
Confluence with KB and CQ
JIRA Servicedesk
Confluence Knowledge Base / Questions
Hipchat Online Presence
JIRA Agile
JIRA Capture
Phone Support Issue Reporting
Walk-Up Issue Reporting
The Ultimate Solution for usU s i n g t h e To o l s
L e s s o n s w e l e a r n e d
Things for Next Time
H o w d i d w e d o i t ?
W h a t d o e s i t l o o k s l i k e ?
N o t e s f o r N e x t T i m e
Some Things We LearnedConfiguring 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
N o t e s f o r N e x t T i m e
Some Things We LearnedIndustry Standard: Metrics • Cost per Contact• Customer Satisfaction• Agent Utilization• First Contact Resolution Rate• First Level Resolution Rate• Agent Satisfaction• Aggregate Service Desk Performance
N o t e s f o r N e x t T i m e
Some Things We LearnedIndustry Standard: Metrics • Cost per Contact• Customer Satisfaction• Agent Utilization• First Contact Resolution Rate• First Level Resolution Rate• Agent Satisfaction• Aggregate Service Desk Performance
N o t e s f o r N e x t T i m e
Some Things We LearnedIndustry 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!
!
N o t e s f o r N e x t T i m e
Some Things We LearnedReporting • 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.
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.
— B r y a n R o l l i n s , V P
”
“
…the results are in…
In 1 Quarter, the Atlasdesk team has crushed:
In 1 Quarter, the Atlasdesk team has crushed:
1329issues
In 1 Quarter, the Atlasdesk team has crushed:
1329issues
That’s 59% of all Service Desk Issues created!
R e s u l t s
SLA: Met Vs. Breached
R e s u l t s
Resolved by Team Member
R e s u l t s
Handover Potential
Thank you!
Nikki Nguyen • Business Productivity Analyst • Atlassian