How Spotify IT supports a company in Hypergrowth

Daniel Vázquez | Spotify

DANIEL VÁZQUEZ • IT ENGINEER • SPOTIFY • SE.LINKEDIN.COM/IN/DANIELVAZQUEZR • @DANPUCELA

How Spotify IT uses JIRA Service Desk to support the

entire organisation

Daniel VázquezFrom Valladolid, Spain

Moved to Stockholm, Sweden and joined Spotify in 2014

IT Engineer for IT Support

6 times larger in 4 years!

2011: ~300 Employees2015: ~1800 Employees

• Big cool statistic

• 2,569

• Add-Ons in Marketplace

Spotify IT

J I R A S E RV I C E D E S K

E A R LY J I R A

R E B U I L D I N G S U P P O R T P L AT F O R M

R E S U LT S

Agenda

Early JIRA

In progress ClosedOpen

Email

Very simple workflow

All the tickets created via email

Problems to solve

No categorisation

Lead times increasing

Lost track of tickets

Satisfaction dropping

One place for IT support

Better UXKnowledge base

What did we hope to achieve?

tickets still created by email!

95%

J I R A S E RV I C E D E S K

E A R LY J I R A

R E S U LT S

Agenda

R E B U I L D I N G S U P P O R T P L AT F O R M

Categorisation

Expanded issue types Tickets per office

P1

P2

P3

P4

P5

Critical

Low

Normal

High

Very High

30 minutes

2 hours

6 hours

24 hours

>24 hours

Severity

Workflow Changes

Untriaged IT Action Needed

Awaiting User

ResponseClosed

Blocked Scheduled

Email Portal

Too corporate?

SLAs

Unknown

Time waiting for support

Time to first response

Primary SLAs we track using JIRA Service Desk

Lists of tickets

Queues

Queues for each team

Priority lane

Arranged by severity, relevance and potential SLA breaches.

Tickets go straight to the right people to solve them.

Visible to everyone in IT for urgent requests.

TriagingA review of each ticket Determining severity and which queue it should be directed to. This is automatically done with JIRA Service Desk

Expanded IT Support Knowledge Base

One KB articleHundreds of similar tickets

J I R A S E RV I C E D E S K

E A R LY J I R A

R E B U I L D I N G S U P P O R T P L AT F O R M

Agenda

R E S U LT S

tickets created through the portal

55%

8x 1 in 6100%

Support Platform Results

~70%

Walk-upsCategorised tickets

SLA SuccessKnowledgebase

Feedback

“Our IT portal saves me time, since users can triage their own tickets”

Robin - Spotify IT Stockholm

“Service Desk is user friendly even for non-technical users”

Luis - Spotify Financial Business Analyst

Next Steps Satisfaction tracking

Encouraging technicians to keep articles up to date and relevant.

Relevant KB articles

Are we meeting the business’s expectations?

Insight?We are currently evaluating the option of using Insight for our loaner equipment.

Thank you!

DANIEL VÁZQUEZ • IT ENGINEER • SPOTIFY • SE.LINKEDIN.COM/IN/DANIELVAZQUEZR • @DANPUCELA