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