ContainershipsServiceDesk

How Containerships saves costs with JIRA Service Desk

9-Oct-15 www.ambientia.;i

•  Sea, road, rail, river container transportation•  Vessels, trucks, containers, terminals

•  600 people, geographically distributed to 21 countries

•  Baltic and North Sea Service•  Russia, Baltic, Europe, UK, Ireland

•  Intra-Mediterranean Service•  North Africa, Mediterranean

•  45 years in the business

9-Oct-15 www.ambientia.;i

Atlassiantools&Add-onsJIRAUsed for•  Software development•  Project & task management•  Support (service desk)Major add-ons•  JIRA Agile•  JIRA Service Desk•  Tempo Timesheets

9-Oct-15 www.ambientia.;i

ConfluenceUsed as an•  Intranet•  Team work spacesMajor add-ons•  Refined Wiki Original Theme•  Team Calendars•  User Profiles

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Takeaways

1.  Reduced costs2.  Workload sharing in a distributed

team3.  Visibility and reporting4.  Much more than IT service desk

9-Oct-15 www.ambientia.;i

IntroduceSDgradually

Oldemailsupportchannel

Manualemail-to-sdprocessing

SDaccessfromthenewintranet

BusinessApps&QualityIncidents

HRRequestsetc.

9-Oct-15 www.ambientia.;i

IntroduceSDgradually

Oldemailsupportchannel

Manualemail-to-sdprocessing

SDaccessfromthenewintranet

BusinessApps&QualityIncidents

HRRequestsetc.

9-Oct-15 www.ambientia.;i

IntroduceSDgradually

Oldemailsupportchannel

Manualemail-to-sdprocessing

SDaccessfromthenewintranet

BusinessApps&QualityIncidents

HRRequestsetc.

9-Oct-15 www.ambientia.;i

IntroduceSDgradually

Oldemailsupportchannel

Manualemail-to-sdprocessing

SDaccessfromthenewintranet

BusinessApps&QualityIncidents

HRRequestsetc.

9-Oct-15 www.ambientia.;i

IntroduceSDgradually

Oldemailsupportchannel

Manualemail-to-sdprocessing

SDaccessfromthenewintranet

BusinessApps&QualityIncidents

HRRequestsetc.

9-Oct-15 www.ambientia.;i

9-Oct-15 www.ambientia.;i

EasyaccessthroughtheIntranet

Responsive–workswellonmobiledevices

Reductionincosts

•  Better co-operation among SD agents•  Better visibility, less hassle, less time wasted•  Productivity gains

•  Previously 1st level support had been outsourced to an external service company

•  Now, with JIRA Service Desk, everything is handled in-house with the same distributed internal support team•  Better support with less costs

9-Oct-15 www.ambientia.;i

Fortheteam

•  One "inbox" for the support team•  All requests are tracked with SD•  Channels

•  phone, email, intranet/portal, face-to-face

•  Added visibility•  Who's doing what•  Visible targets – SLAs•  Who's really busy, who can help or take over•  Communication with customers

9-Oct-15 www.ambientia.;i

Formanagement•  "How are we doing?"

•  Current status of the support function•  Queue sizes based on country, site, request type

•  "How can we become even better?"•  Planning and enhancements•  Where (at which offices) are support team members

needed the most?•  Change request types, introduce new fields

•  "Are we going to the right direction?"•  Performance metrics•  Country, site, request type, agent

9-Oct-15 www.ambientia.;i

NotonlyITServiceDesk!

•  Company central support function•  for reporting and solving problems people face in their

daily work – an enabler•  In addition to IT requests, there are already

•  Business Apps support•  Quality Incident reporting

•  Next up•  HR Requests•  All kinds of business processes

9-Oct-15 www.ambientia.;i

TomiKallio

9-Oct-15 www.ambientia.;i

tomi.kallio@ambientia.fi+358 40 7492051

@tomi_kalliohttps://fi.linkedin.com/in/tomikall

Thankyou!

Whatotherkindsofservicesorprocessescouldbemanagedby

JIRAServiceDesk?

9-Oct-15 www.ambientia.;i

Let’stalk!