jira deep dive - nemetschekatlassian approach to itsm jira service desk and extensibility...

JIRA Deep Dive

ITSM and the important role of your IT team in business strategy

Boyan AngelovSenior Atlassian Expert, Nemetschek Bulgaria

Agenda

CHALLENGES FACING IT TEAMS

ATLASSIAN APPROACH TO ITSM

JIRA SERVICE DESK AND EXTENSIBILITY

NETWORKING

Agenda

CHALLENGES FACING IT TEAMS

ATLASSIAN APPROACH TO ITSM

JIRA SERVICE DESK AND EXTENSIBILITY

NETWORKING

What is ITSM?

“A discipline for managing information technology systems, philosophically centered on the customer’s perspective of IT’s contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction.”

What is ITSM?

“The implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.”

Challenges in front of IT teams today

IT teams come in all shapes and sizes

Priorities of successful IT Teams

Improve employee productivity and/or quality of work

Compatibility with existing internal applications

Improve responsiveness to the business

What drives the change

What the numbers say?

IT teams primarily define success as solving problems quickly

Yet, only 52% operate with Standard Level Agreements

IT managers claim that their top success metric is “Happy Customers”

Yet only 56% of IT teams capture feedback on the quality of their support

Where is the gap coming from?

Different levels of maturity

Legacy ITSM systems

Pain points of legacy ITSM systems

Inability to drive innovation

Deficient self-service

Difficult to adapt

No coordination with DEV

High support costs

Lack of visibility

What can be done to fill the gap?

Adopt best practices framework like ITIL

Use world class modern tools to empower your IT team

Why ITIL?

For decades ITIL has been the golden standard for IT services

Most teams adopt only some of the processes described in ITIL

You can get certified. Or not. Up to you

With Atlassian toolset, you do not even have to read a few big ITIL books. With the fully integrated tools, you can quickly and effectively adopt a modern approach on ITSM based on ITIL best practices

Most commonly adopted ITIL processes

Incident

Service

Request

Problem

Change

Capabilities IT teams are looking for

Service

Comms

•Email

•Some collaboration tools

Docs

• Central document storage

• Minimal use of knowledge

base

•difficult to share, collaborate

and trackTasks

Service

RequestIncident Problem Change

• Legacy ITSM tool

• Multi tiered support structure

• Aligned based on technology types

• ITIL adoption

IT Team

Atlassian approach to ITSM

IT Team

Tasks

Service

Request

Comms Docs

Service

Service Desk

Service

Request

Workplace support team

project 1

Users

Easily adapt to evolving ITSM needs

Lean approach to adopting ITIL

ITIL Certified

Incident Management

Problem Management

Change Management

Service Request Management

emailconferencing

conferencingCRMdata storage payroll purchasing

IT SERVICES

website

Alert

Incident management

Incident response priorities

Respond effectively

Recover fast and define

accountability

Communicate clearly

Be open and minimize

distractions

Collaborate effectively

Solve issues faster with team

Improve continuously

Learn and stay objective

Incident MTTR

Mean Time to Resolution (MTTR) websitewebsite

Mean Time to Diagnose (MTTD)

70% of time

70% time consumed in this phaseIdentify & Communicate Investigate & Diagnosis Resolve & Recover Closure

Alert

?

?

?

!

Identify & communicate service outage

Identify & Communicate

IncidentWebsite Service

OutageAlerts

Automation Rules

Automation repetitive tasks

to save time and streamline

IT support

Classify urgent issues to

increase IT team awareness

IT documentation

Manage and collaborate

around critical IT

documentation

Define Runbook incident

troubleshooting guides to

help IT staff quickly

respond to major outages

KB articles for users and

IT staff

Runbook KB articles are

automatically associated with

the incident, so agents can

quickly start troubleshooting

Easy access to knowledge base articles for Agents

StatusPage

Builds trust Cuts support costs Always up

Investigate & Diagnose

HipChat

Incident Room

What changed?

Recent release?

Incident

SLA

Investigating incidents

Powerful SLAs for proactive support

Ensures important

issues are sorted to the

top queue

Keeps support focused

on what matters

ChatOps

Places tools in the middle of

conversation

Leverages team knowledge

Collaborate in real-time

Lower incident MTTR

ChatOps

Incident swarming

Incident

Change Requests

Resolve & Recover Closuree

Actions!

Confluence PIR

Software backlog

Resolving incidents

Incident resolution

Easily resolve incidents while

capturing important information

for future reporting

Link the incident to software bugs or

change requests

Use automation rules

to keep linked issues

updated

Post incident reviews

Capture critical insights to

document what went wrong

and shared lessons learned

Standardize the PIR process

to improve service quality

Incident Management

Atlassian places IT teams on the fastest path to incident resolution

Lower incident

MTTRProvide IT teams with the tools

they need to minimize service

outage time

Communicate clearly

Improve customer

communication during service

disruptions

Improve collaboration

Breakdown barriers and solve

incidents faster with connected

teams

Share and learn

Learn from major incidents and

share those insights with IT and Dev

teams to improve service quality

Service request management

password reset

new MacBook Pro

account setup

how can I?

email help!

email alias change

VPN assistance where do I find?

website down!

Service request priorities

Think ‘customer first’

Focus on what customers

need the most from service

request catalogue

Focus on popular requests

Build from there based on

usage and feedback

Integrated knowledge

Give users easy access to

knowledge base articles

Access entire service desk from

a single search portal

Easily find popular service desks

or recent requests

Central portal for service desk

Create the request for yourself or on

behalf of another user

Easily include approvals

Simple to understand and complete

Customer portal

Knowledge base recommendations

Service request fulfillment: IT agents get work done faster

Collaborate with team members

Access KB articles to share with

customers or assist agents

Service request details and SLAs

Service request catalog administration

• Measure the effectiveness of KB articles

Easily create and manage a service

catalog with JIRA Service Desk

Request Types

• Implement automation rules to

improve service request response

• Configure SLAs that keep IT teams

focused on delivering top quality self-

service

Simple self-service

Make it easy to ask for help and

find answers

Answers are a search away

Find answers while deflecting

support tickets to reduce the IT

teams workload

Streamline request fulfillment

Give IT teams the tools they need to fulfill

requests

Service catalog made easy

Easily manage and deliver value to your

entire organization

Service Request Management

Atlassian enables IT teams to deliver amazing service

Search

Problem management

emailconferencing

conferencingCRMdata storage payroll purchasing

IT SERVICES

website

1st 30th

Problem investigation priorities

Proactive approach Error controls

Link RFC problem

investigations

Integrate IT & Dev teams

Establish and improve

knowledge sharing

Prevent incidents from occurring by

identifying weaknesses and proposing

applicable resolutions

Post implementation review

Related change request

associated with incident

when it’s resolved

Reviewing trends from PIRs

Investigating trends - the data inside JIRA!

Reduce incidents

Improve service quality and

availability with proactive

problem management

Increased visibility

Find the root cause of a

problem faster

Continuous feedback

Bring IT and Dev closer together with

the ability to link problems to the

development backlog.

Learn & share

Improve IT support by easily

sharing knowledge

Problem ManagementAtlassian helps IT teams improve service quality

Change management

emailconferencing

conferencingCRMdata storage payroll purchasing

IT SERVICES

website

Change management priorities

Lean change process Streamlined approvals

Implement peer approvals to

improve Change Approval Board

process

Integrate IT & Dev teams

Improve coordination on

infrastructure change and

SDLC

Meet the pace of your IT team while

enforcing your change policy

Change request submission

Make it easy for IT to start the change process with

creating a change request from the portal

Associate impacted services and applications with

the change

Provide access to Change documentation in

Confluence. In this example IT staff can calculate

the proper change risk.

Initiate

Change schedules in Team Calendars

Plan &

Authorize

Documenting change approvers

Know when a change needs approval

Document approvers so your IT team

knows who’s responsible for the approval

Plan & Authorize

Integrate software development & IT operations with Atlassian

Feedback

• Fast escalation paths to the right support

team

• Lower MTTR with teams sharing knowledge

• Learn from past outages with post mortem

Better performance

• Eliminate repetitive IT tasks with

automation

• Complete traceability of incidents and

changes to software development

Dev team IT team

Improved collaboration

• Track work across teams with single platform

• Retain context and history of conversations

• Share across teams and project lifecycle

Atlassian deployment options

Cloud

WE HOST

Server

YOU HOST

Data Center

YOU HOST

Agenda

CHALLENGES FACING IT TEAMS

ATLASSIAN APPROACH TO ITSM

JIRA SERVICE DESK AND EXTENSIBILITY

NETWORKING

JIRA Service Desk Extensibility

200+add-ons & integrations

compatible with

JIRA Service Desk

Top JIRA Service Desk add-ons & integrations

Email this issue

Extension for JIRA

Service Desk

Actions for JIRA

Service Desk

Translations for

JIRA Service Desk

Teams for JIRA

Service Desk

Pocket Desk

Connector for

Service Desk

Surveys for Service

Desk

Collective Issue

View for Service

Desk

Canned Responses

for Service Desk

Issue Reminders

Asset Management & CMDB

Create tickets on behalf of machines

Alerts

Monitoring Orchestration

Atlassian approach to ITSM

IT Team

Tasks

Service

Request

Comms Docs

Service

Easily adapts to meet the needs of your IT team

Deepintegrations

Faster path

to ROI

Increased collaboration

between IT & Dev teams

Flexible hosting options

The choice for enterprise

Atlassian approach to ITSM

JIRA Service Desk is a Leader

Source:

G2 Crowd, Software Reviews - Service Desk

20,000 teams

Trusted by enterprise companies worldwide

Agenda

CHALLENGES FACING IT TEAMS

ATLASSIAN APPROACH TO ITSM

JIRA SERVICE DESK AND EXTENSIBILITY

NETWORKING

Thank you!

Boyan Angelovbangelov@nemetschek.bg