JIRA Service Desk presentation

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JIRA Service Desk

11/2013Marko Saha

www.ambientia.net28.11.2013

www.ambientia.net 3

JIRA Service Desk background

• 40% of JIRA 22,000 customers use it for internal IT service desk

• Built on top of JIRA => no need to learn a whole new product, you have one user base to deal with, you don't have to deal with integrations.

• Available behind the firewall and onDemand

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Jira Service Desk

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JIRA Service Desk

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JIRA Service Desk – Out-of-the-Box experience

Create new Service Desk, you’ll get predefined:• Issue types/Request types and templates• Workflow• Queues• SLA metrics• Reports

“Easy to start making your own modifications – no need to start for the scratch”

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JIRA Service Desk features

• Customer portal – simple and intuitive customer interface

• SLAs – Flexible and customisable metrics• Queues – Customisable and editable JQL-based

queries for managing Service Desk team’s work• Reports – Visual, real-time reports, customisable

with JQL

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Jira Service Desk interfaces

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Customer portal – Speak your customers’ language

• Easy Call-to-Actions for customers

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Customer portal - Request types

• Issue types are mapped to Request types

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Customer Portal – Request type configurations

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Customer portal – Request templates

• Request types are Issue type templates• Possibility to preset field values, like components and labels (hidden for customer)

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Customer Portal – Grouping Request types

• You can group request types to make it easy for customers to find the right request type in the Customer Portal.

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Customer portal - workflows

• Possibility to remap statuses for customers by Workflow/Request type

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Customer Portal – Re-mapping statuses

• ‘’’

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Customer portal - Notifications

• Smart email notifications – customer only notified when they need to take an action

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Customer Portal – Comment and follow your Requests

• Easy to search, follow and comment your Requests

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Queues – Prioritised inbox

• Organise issues into streams of prioritised work

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Queues – core concepts

A Queue lets you define• What Issues are shown using JQL* (*Jira Query

Language)• The columns that are displayed• The Priority of Issues through ordering• hj

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Queues - defining

• Easy to design your own queues

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Queues – Design perspectives

• Match your workflow• By Due date• Split by areas of specialisation• Hybrid queues (parts of workflow, sub-teams,

procurement etc.)• Prioritisation (Created date, Due date, Priority or

Severity)• SLAs – Service Level Agreements

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SLA – your service promise

• See your performance

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SLA – Core concepts

An SLA has two parts• A time metric defines how to measure time• A goal is a target time for the metric for a set of

issues-> Measurable goals

Common SLAs• Time to Intervention, Time to First Response• Time to Resolution

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SLAs - Defining

• Set conditions(start,pause,stop) and assign goals (JQL, time, Calendar)

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SLAs – Design perspectives

• Time to triage• Time to assign an issue• Time to first response• Time between comments• Time awaiting approval• Time for vendor to supply goods

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SLAs – measure what matters

• Issue level (Issue screen)• Aggregate level (JIRA SD SLA view)• Querying for SLA by JQL (JIRA SD Queues

view)

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SLA Calendar (v1.1)

• Create an custom calendar based on your service desk opening hours

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Reports – measure and improve

• Visualise performance to identify bottlenecks and optimise your process

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Reports – Core concepts

• A report has 1 or more series• A series plots a metric over time

• A metric can be volume-based or time-based• A series can be filtered using JQL

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Reports - defining

• Add predefined Series and fine-tune your report with JQL28.11.2013


Reports – Design perspectives

• Visualise your team’s workload and performance• Report on time metric series• Team’s Responsiveness, use reports historical

data to define SLA targets• SLA reports (e.q. Total number of tickets vs.

tickets resolved within SLA)

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Summary

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Knowledge Base

• Reduce the number of tickets – turn your service desk to self service desk

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Knowledge Base – Core concepts

• A service desk can be connected to a Knowledge Base space in Confluence

• A knowledge article is a page in the Knowledge Base space

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Knowledge Base - defining

• Confluence Knowledge Base space Blueprint allows you to easily build KB in your Confluence

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Knowledge Base – Design perspectives

Utilise KB space Blueprint, including:• Landing page• How-To-Article page Blueprint• Troubleshooting Article page BlueprintHook Up with JIRA Service Desk

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Knowledge Base – page Blueprints

• Get started really quickly with predefined article Blueprints

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Connecting JIRA SD with KB

• Custom search filters for Request types

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Knowledge Base - Search

• Easy to search articles within Customer Portal

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Knowledge Base - Suggestions

• User will be suggested for existing KB articles when creating a new ticket

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KB – capturing knowledge

• Knowledge can be captured directly within JIRA issue or creating a page in Confluence (utilising page Blueprints)

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What’s New in Version 1.1?

• SLA calendars• Request groups• Multilingual support

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VertygoSLA?

• If you have an active VertygoSLA license as at 2nd October 2013, you will be eligible to obtain JIRA Service Desk for free. Please contact [email protected] before 31st December 2013.

• Alternatively, you can continue to use VertygoSLA. Valiantys will continue to support VertygoSLA until 2nd October 2015.

• All VertygoSLA customers are eligible to renew their VertygoSLA licenses through to a maximum end date of 2nd October 2015.

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Tips and Hints

• One JIRA project equals one JIRA Service Desk• Consider to leave Default assignee set as

UnAssigned in Project Administration• To disable email notifications completely (for all

service desks), go to > Add-ons. Then use the Service Desk link in the left panel to open your JIRA Service Desk settings.

• Enabling email users for submitting tickets to JIRASD, check Jira Advanced Mail Handler: https://thepluginpeople.atlassian.net/wiki/display/JEMH/Integrate+JEMH+with+JIRA+Service+Desk28.11.2013

https://thepluginpeople.atlassian.net/wiki/display/JEMH/Integrate+JEMH+with+JIRA+Service+Desk



45www.ambientia.net

DEMO

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Director, Agile Enterprise SolutionsPuhelin: 0400 620 021

Sähköposti: [email protected]

Marko Saha

mailto:[email protected]

JIRA Service Desk presentation

Technology

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