AtlassianforIncidentManagement

Analyst – Vawns Murphy

Irish mum of 3. ITIL V2 Manager (red badge)

and ITIL V3 Expert (purple badge). SDI

Managers certificate. Further qualifications in

COBIT, ISO 20000, SAM, PRINCE2 and

Microsoft. Author of itSMF UK collateral on

Service Transition, Software Asset

Management, Problem Management & the

“How to do CCRM” book. Reviewer for the

Service Transition ITIL 3 2011 publication.

When not being pelted with brightly coloured

balls in the name of ITIL, I am a senior analyst

for Enterprise Opinions.

Executive Summary – JIRA Service Desk

Overview • Solid Incident Management functionality • Available as SaaS and On-Premise • Chat integration

Strengths • Solid Incident Management offering • Fast lead time • Integration with JIRA Software - #1 software development

tool used by agile teams

Weaknesses • No out of the box CMDB / CMS • Although established globally in the ADLM/software

development space, Atlassian are fairly new players in the ITSM market.

Primary Market Focus

• Varies from SME customers like Halogenics to large organizations like Twitter or Sothebys, to very large customers like the US Department of Defense.

Independent Review Atlassian is an Australian based enterprise software company. I love their start-up story “it was founded 13 years ago by a couple of guys on a credit card”. How cool is that? Atlassian uses the “flywheel” model whereby they aim to get each customer up and running within 1- 2 weeks of buying the tool. JIRA Service Desk was designed with both ITIL and DevOps in mind. JIRA Service Desk can be integrated with the Atlassian chat and video call tool; Hipchat. The same user interface is used across all Atlassian products and the product is so easy to deploy that over 50% of customers use the tool beyond the Service Desk for example HR and Facilities Management. The design of the welcome page was based on customer feedback; you can set up your Service Desk as a shopping cart with a pop up chaperone to guide you. Users are prompted to raise either an issue or a request (because let’s be real here; how many end users understand the difference between Incidents, Problems and Service Requests?) by simply filling in a free text field. Users are rewarded with a “Congratulations!” message for successfully logging the issue and email integration ensures any additional comments are added to the audit trail. In the case of multiple help desks the web interface uses a “Google-style” search and bread crumbs to direct users; for example, Help Centre - IT, Help Centre - Facilities etc. Users are given the option to look at related Knowledge Base articles to get them up and running again as quickly as possible. The Major Incident portal is easy to view. Major Incidents are highlighted in orange, at the top of the screen with a megaphone icon so you can’t miss them. Automation rules can be set up to generate email alerts to predefined distribution lists informing them of Major Incidents or adding links on the incident to specific runbooks in the background. The chat functionality can be used within the technical community to aid Incident resolution without being shared with the customers (though still visible in the Incident diary). I’m not saying us techies ever complain about our gorgeous fantastic users but it’s a good function to have just in case.

Well established globally in the ADLM/software development space, Atlassian are becoming more and more established in the ITSM market. The speed of deployment coupled with the ease of integration with JIRA Software makes this tool an ideal choice for companies looking to manage Incident Management and Request Fulfilment at an enterprise level. Technical Summary

Incident logging, categorization & automation options

Incidents can be raised directly from the customer portal/service catalogue in JIRA Service Desk and via the chat functionality. The following categories are available out of the box:

• Active Directory • Intranet • JIRA • Office Network • Printers • Public Website • VPN Server

System access options (web, fat client, mobile, etc.)

Solution is available as SaaS and On-Premise.

Incident tracking and lifecycle

The following status options are available out of the box: • Resolved • Waiting for support • Blocked externally • Waiting for Customer • Untriaged

Prioritizing and escalating incidents

Automation rules can be defined to create alerts by email, comments, for SMS or phone calls this can be done via third party add-ons.

Major incidents Out of the box a major incident is logged the same way as a normal incident would. The customer would just choose a different priority level (consistent user experience for end users). If required, the administrator could easily create a separate request type for major incidents with the required fields.

Applying industry models and frameworks

JIRA Service Desk provides out-of-the-box ITIL templates and workflows as a starting point to accelerate the implementation. The tool has not been officially validated for alignment with industry frameworks and standards such as COBIT or ISO 20000 although they are currently going through the Pink Verify process.

Incident closure Two stage closure process where the customer can rate their experience via a customer satisfaction survey.

Reporting and analytics

Out of the box reports available are:

• Team reports o Workload (see how many tickets are assigned

per agent and their SLA status) o SLA goals (see your performance with SLAs) o Satisfaction (CSAT)

• Custom reports o Created vs. Resolved o Time to resolution o Incidents reported by priority o SLA met vs. breached

Technical Summary continued Interaction/workflow with Problem Management

There is an out of the box automation rule to notify agents and customers when a core issue affecting multiple Incidents is resolved.

Incident Mgt beyond the service desk

JIRA Service Desk is used by many companies across their organization. Twitter has over 100+ service desks. BAE Systems uses JIRA Service Desk in both IT and HR and Sotheby's uses JIRA Service Desk for their facilities.

Strengths

• Solid Incident Management offering • Fast lead time • Real-time collaboration with @ mentions and ease of opening HipChat rooms

to swarm on incidents with team members • Integration with JIRA Software • Real time reporting

Weaknesses

• No linkage to a CMS product available • Although established globally in the ADLM/software development space,

Atlassian are fairly new players in the ITSM market. Customers

• Spotify • Daily Telegraph • Twitter • Puppet Labs • BAE Systems • Sothebys

In their own words “JIRA Service Desk is new service management software, simple to use and configure but smart under the hood. It leverages the power of JIRA but is purpose built for your IT and service teams, providing them with everything they need out of the box for incident, change and problem management. With JIRA Service Desk, you can give your employees an easy way to ask for help and your agents a fast way to resolve incidents.” Further Information Product Brochure: www.atlassian.com/service-desk Technical Brochures: https://www.atlassian.com/software/jira/service-desk/demo/ This independent review is part of our Incident Management group test 2016, read the full report at http://www.theitsmreview.com/2016/02/incident-mngt-2016/. Also participating; Alemba Ltd, Cherwell SoftwareTM, HPE, InvGate Inc., ManageEngine, Marval Software Limited, Matrix42 AG, Nexthink, SUMMIT Software Inc.

EnterpriseOpinionsisaglobalresearchandadvisoryorganisationspecializinginITAssetandService

Management

CommercialSummaryVendorAtlassianProductJIRAServiceDeskVersionReviewed3.1.0-OD-12DateofVersionReleaseJanuary2016YearFounded2002Customers15,000+PricingStructureAgentbased