jira service desk for hr service management – the trade desk success story
TRANSCRIPT
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SWATI JAIN | VP, PROFESSIONAL SERVICES | CPRIME
JIRA Service Desk for HR
Service Management The Trade Desk success story
DREW WEST | SR. DIRECTOR, GLOBAL SUPPORT AND BI | THE TRADE DESK
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The history of oral storytelling developed
around a visual element – the dance of a fire.
This is still true today. Providing the proper
visual elements will unify and level-set your
audience for proper coherence.
Daniel Nanescu, quotefancy.com
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Omnichannel digital
advertising platform
empowering global
advertisers.
THE TRADE DESK
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Business Operations
- Trade Desk Employees
- Client Services
- External Trading Partners
~500+ users
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Service Operations
- 10 Fulfilment Teams
- Global Application Support
- Information Technology
- PeopleOps
- DevOps
- Partner Management
- …
~125+ agents
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Product Management Operations
- Product Management
- Engineering
~ 200+ users
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How we collaborated Then!
Triage
Desk.com
Fix
Pivotal and Spreadsheets
Request
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Billion transactions each day!
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= Product Marketing and Engineering= Trader= Account Manager= Customer
FROM THE CLIENT TO SERVICE DESK – THEN
LEGEND
2010-2012
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= Product Marketing and Engineering= Trader= Account Manager= Customer
FROM THE CLIENT TO SERVICE DESK – THEN
2010-2012 2012-2015
LEGEND
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Fragmentation Disparate applications challenged
process continuity and organizational
scalability.
Pain Points
Fragmentation
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Traceability Lack of consistency challenged
participant visibility and accountability.
Pain Points
Traceability
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Analytics Lack of standardization challenged
objective understanding and decision
making ability.
Pain Points
Point 2
Analytics
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How we Collaborate NOW!
Triage FixRequest
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FROM THE CLIENT TO SERVICE DESK – NOW
2010-2012 2012-2015 2016…
= Product Marketing and Engineering= Trader= Account Manager= CustomerLEGEND
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Success!
Connected teams streamlined on a single platform
using standardized processes.
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Days for Concept to Delivery
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Types of Request
People OpsOn boarding
Off boarding
SupportIncident
General
AssetInventory
Access
ProductFeature
Integrations
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PEOPLE OPS
Onboarding
Requests
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FragmentationBuilding Connected Teams
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Connecting
Teams
Intake
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Connecting
Teams
Intake
Cascading Drop-DownsDynamic data objects
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Connecting
Teams
Intake
Triage
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Connecting
Teams
Intake
Triage
Employee ObjectEmployee object stub created in Insights for
provisioning and auditability.
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Connecting
Teams
Intake
TriageCMDBRules based mapping of fulfilment team and enterprise
applications.
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Connecting
Teams
Intake
Triage
Spawn
Spawned RequestsAutomatic spawned requests for each individual application
request.
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Connecting
Teams
Intake
Triage
Spawn
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Connecting
Teams
Intake
Triage
SpawnCMDBApplication provisioning, approvers, request participants and
fulfilment teams automatically mapped.
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Connecting
Teams
Intake
Triage
Spawn
Fulfill
Object LinkedAD Account created and main
request resolved
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Connecting
Teams
Intake
Triage
Spawn
Fulfill
AutomationAutomatic routing for two-step
approval process on customer
portal.
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Connecting
Teams
Intake
Triage
Spawn
Fulfill
Application ProvisionedApplication request assigned and resolved
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TraceabilityImproved Visibility
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Visibility
Dashboards
Metrics
CMDB
Audit
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Visibility
Dashboards
Metrics
CMDB
Audit
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Visibility
Dashboards
Metrics
CMDB
Audit
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Visibility
Dashboards
Metrics
CMDB
Audit
Data ObjectEmployee object, all
related requests, all
related objects and
references.
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Visibility
Dashboards
Metrics
CMDB
Audit
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AnalyticsObjective Decision-Making
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Analytics
ProvisioningAll provisions made for an asset/application.
High volume issue types
represent product
enhancement opportunities to
drive self-service customer
activity.
Issue Type Analysis
Remove repetitive
issue demand and
costs
Optimized Individual
and Team
Performance
Balance staffing
resource allocation to
meet business needs
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Analytics
ProvisioningAll provisions made for an asset/application.
Identify training opportunities by
individual or across
teams/regions.
Time to Resolution
Analysis
Remove repetitive
issue demand and
costs
Optimized Individual
and Team
Performance
Balance staffing
resource allocation to
meet business needs
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Analytics
ProvisioningAll provisions made for an asset/application.
Address high effort cases to
proactively plan for peak
demand.
Agent Effort
Analysis
Remove repetitive
issue demand and
costs
Optimized Individual
and Team
Performance
Balance staffing
resource allocation to
meet business needs
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Customer Satisfaction Then
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Customer Satisfaction Now
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Make it a continuous
pursuit!
FINALE
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Thank you!
SWATI JAIN | VP, PROFESSIONAL SERVICES | CPRIME
DREW WEST | SR. DIRECTOR, GLOBAL SUPPORT AND BI | THE TRADE DESK