M I N S LITTLE BLACK BOOK OF JIRA SERVICE DESK ESSENTIALS

Transcription

1 10 M I N S LITTLE BLACK BOOK OF JIRA SERVICE DESK ESSENTIALS

2 THE ESSENTIALS OF JIRA SERVICE DESK IN 10 MINUTES Take a 10 minute break from your keyboard and we ll give you a run down of JIRA Service Desk to show how it s transforming workplaces everywhere WHAT IS JIRA SERVICE DESK? JIRA Service Desk (JSD) is a service management solution built on Atlassian s JIRA. It was originally designed with the needs of IT service teams in mind. An intuitive design and efficient workflows make it the smart choice for any business team wanting to streamline request or approval processes. Teams use JIRA Service Desk to: Set up a user-friendly portal for customers to make requests Take control over admin tasks and sign-off procedures Visualise and prioritise incoming tasks Increase the efficiency and transparency of their services. A BIT ABOUT GLiNTECH We re a Platinum Atlassian Solutions Partner (this means Atlassian thinks we re really good at what we do) and since 2004 have been helping our clients with: Customisation Training Licensing Selecting meaningful add-ons to improve workflow. We re also consultants offering a range of services specific to Atlassian and other technologies. See our long list of skills to find out how we can help your organisation.

3 A portal for business trips, They can change the status of run by admin and accounts requests, edit issues and comments, teams, lets staff request travel view queues and manage content reservations and allowances. in the knowledge base. ONE: JIRA SERVICE DESK CONCEPTS Businesses simplify annual leave requests, with workflows that automatically populate team calendars in Confluence, another Atlassian product. Request types: Lets you define and organise incoming issues to determine what your customer sees on the portal, queues and workflows. 1 JIRA Service Desk is one of three editions of JIRA. It provides a complete solution for service requests and incident, problem and change management processes. It scales and adapts to meet your organisation s needs. And with plenty of options for customisation and add-ons you can make it as simple or as sophisticated as required. Add-ons are to JIRA Service Desk what an app is to your smartphone. They re not available out-of the-box, but offer additional features that improve user experience and extend productivity. The Atlassian Marketplace has many useful add-ons and GLiNTECH can point you in the right direction. IS JIRA SERVICE DESK FOR ME? More than 10,000 organisations have used JIRA Service Desk to improve their internal operations and extend great service to their customers too. JIRA Service Desk is not just for the IT crowd. An anyone can do this interface means that even the least tech-savvy member of your team can be up and running quickly. Here are just a few examples of the software in action: HR teams manage approval processes for training and new hires. They keep on top of admin requests, like changes to an employee s details. Facilities teams log and manage maintenance requests. One of our clients does this across 10 locations. The beauty of JIRA is that you match workflows to your business processes. Stay in control of your way of doing things, JIRA Service Desk just makes it easier. SERVICE DESK LINGO For anyone new to JIRA Service Desk, there s some lingo to learn. Here are the main terms you ll come across: Portal: A site for customers to submit, view and track requests, and update existing ones with additional comments and attachments. Customer: Anyone who creates a request for assistance or approval, via your portal. They do not require a user licence, so you re not limited to how many customers you offer your service to. Agent: A user who works on requests and communicates with customers. Queue: A filtered set of issues that are displayed to your team. Service level agreements (SLAs): Set timeframes for resolving customer requests. JSD lets you configure goals, time metrics and notifications to track and improve your team s response, and avoid breaching agreements. IS IT A REQUEST OR AN ISSUE? Customers create a request and agents work on it as an issue. That s because each service desk is based on a JIRA project. Request types map to issue types in your project, either one-to one or several-to-one. An issue doesn t have to be a problem either. It could be a request for a new laptop or access to an account. JIRA SERVICE DESK CONCEPTS

4 2WORKING WITH THE PORTAL TWO: WORKING WITH THE JSD PORTAL The JSD portal is a simple, intuitive interface for customers to access your service. It s very easy for customers to make a request, and find and provide information about their requests. If you re more than ready to bid farewell to long chains, a service desk is the way to go. It will put everyone and everything in the one place. Your agents will avoid the frustrations of double-handling and chasing information and customers get what they care about a transparent, efficient service. Setting up a catalogue of common request types assures all the essential details are captured. Request types control how issues are sorted into queues and the people assigned to pick them up in customised workflows. Teams have all they need to start work, and to get it done. Integration with Confluence allows you to set up a knowledge base of FAQs and troubleshooting advice, and to even deflect some of that workload. Empowered customers happily resolve many things on their own. Grouping your customers by organisation, or by project or team, lets them see colleagues requests and share requests too. Stakeholders are kept in the loop with subscriptions or company-wide notifications and by adding comments to requests, customers can be part of the solution. SLA features give powerful insight into response, wait and resolution times and all-important customer satisfaction ratings. Teams receive the visibility they deserve, and the information they need to improve their service levels. For server-based versions of JIRA, our consultants like Extension for JIRA Service Desk, an add-on that brings extra features to the portal, like dynamic forms. It lets you eliminate unnecessary options available to customers based on their previous selections, configure mandatory fields, and set-up custom messages and auto-fill options.

5 THREE: GETTING JSD TO WORK FOR YOU 3 JIRA Service Desk can be set up to do your housekeeping by automating tasks and simplifying the work that goes through to your team. Queues let you prioritise and visualise workloads. They re easily configured to get your team working on the right issues at the right time, and give everyone a clear overview of the requests coming in. Approval steps can be added to your workflows to mirror business processes. Assign an approver role to any customer or user, and automatically notify them when a request transitions to needing their approval. You can require sign-off before your team even sees a request Automation rules do the legwork and avoid double handling. The software can perform actions based on specific conditions and triggers, like a customer comment. Agents needn t touch some issues as they transition from one status to another, while urgent matters get the attention they need. Notifications let you keep everyone updated without thinking about it. You can set up tailored s that send automatically, based on the customer and actions taken or required. Reports show you who deserves By setting JSD up to do the a pat on the back, what needs work for you, you re assured that improvement, and where your nothing gets lost. You free up your team s time is really going. team to be more efficient with the Any way you need it, data can tasks they regularly perform. be sliced and diced for better decision-making. We teach clients our bump, bump, close method, which chases confirmation from customers that their request has been resolved. A customer can remove the issue from your queue or, if you don t hear back from them, issues automatically transition to closed. Our consultants recommend the ScriptRunner and JIRA Miscellaneous Workflow Extensions to build sophisticated workflows that tie up those loose ends. GETTING JSD TO WORK FOR YOU to save time.

6 4GLiNTECH SERVICES FOUR:GLiNTECH SERVICES If you re considering rolling out JSD, you re probably more attuned to your staff s needs than most organisations. You re aware projects are easier to deliver if collaboration is easy, that transparency leads to trust and trusted employees are happier. And we all know happy employees are loyal employees. We re aware that mastering a new way of working can sometimes be frustrating, that s why we hold your hand throughout the entire process to ensure everyone is up to speed quickly and as painlessly as possible. GLiNTECH delivers an in-depth experience in best-practice implementation, consultancy and training, along with honest advice and real customer service. As a Platinum Atlassian Solution Partner, we guide your staff through the organisation s JSD roll-out and help customise every facet so you get value for money and value for employees. Best of all, you don t need to spend anything until you re 100 per cent certain JSD is for you contact us to arrange your free JSD consultation. Your path to better service levels can t be easier and more straightforward than that. Your success is ours, too. Our advanced training courses empower your employees to become your very own experts. More information is available at glintech.com.

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