Stillings et al. 95 - Cognitive Science. An Introduction.pdf
How JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings
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Transcript of How JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings
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#atlassian
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Alex Sti l l ings • IT Manager • Twitter • @sti l l ings
Service Desk Saves Twitter IT
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P ro b l e m t o S o l v e
Twitter IT
S e r v i c e D e s k f o r I T
S e r v i c e D e s k @ Tw i t t e r
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Page title here• Level One• Level Two• Level Two• Level Two
• Level One
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Page title here• Level One• Level Two• Level Two• Level Two
• Level One
2 0 1 0 - S F O 2 0 1 2 - N Y C / D U B / T O K 2 0 1 3 - S E A / D . C . 2 0 1 4 - L O N / B O S
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Last 12 months
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Tickets Resolved YTD
17,621IT Support Tickets
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Tickets Resolved YTD
17,621IT Support Tickets
On Track to Resolve 30,000+
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Pre-Service Desk
T i c k e t I n t a k e
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Pre-Service Desk
T i c k e t I n t a k e
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Pre-Service Desk
Black hole
T i c k e t I n t a k e
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Pre-Service Desk
????Black hole
T i c k e t I n t a k e
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Email support doesn’t scale.
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Twitter IT
S e r v i c e D e s k @ Tw i t t e r
P ro b l e m t o S o l v e
S e r v i c e D e s k f o r I T
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Enter Service Desk
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Post-Service Desk
T i c k e t I n t a k e
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Post-Service Desk
T i c k e t I n t a k e
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Post-Service Desk
T i c k e t I n t a k e
Customer Portal
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Post-Service Desk
T i c k e t I n t a k e
•Google Apps !
!!•VPN !!!•Peripherals
ComponentsCustomer Portal
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Adoption
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0
750
1500
2250
3000
May June July
Email Service Desk
Adoption
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0
750
1500
2250
3000
May June July
Email Service Desk
2,120
376
Adoption
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0
750
1500
2250
3000
May June July
Email Service Desk
2,1132,120
300376
Adoption
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0
750
1500
2250
3000
May June July
Email Service Desk
2,3242,1132,120
467300376
Adoption
85% 88% 83%
Previously almost 95% email support
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U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
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Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
In ProgressOpen
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Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
In Progress
Accepted
Open
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Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Accepted
Open
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Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
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Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
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Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
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Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
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Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
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Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
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Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
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Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
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Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
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Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
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Resolved
U n t r i a g e d - Tr i a g e d - I n P ro g re s s - Wa i t i n g f o r C u s t o m e r - R e s o l v e dWo r k f l o w
Waiting
Automatic Event Transition
In Progress
Triaged
Untriaged
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Kanban Board
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Kanban Board
Execs
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Kanban Board
Execs
Expedite
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Kanban Board
Execs
Expedite
Everything Else
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Kbase Integration
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Kbase Integration
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Reports
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Important To Keep UpdatingOngoing improvements
• Keep Articles Relevant• Relevant Spaces• Keyword tagging• Likes
• Advanced Report• Get more metrics• Dive into ticketing
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Components
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Twitter IT
S e r v i c e D e s k f o r I T
P ro b l e m t o S o l v e
S e r v i c e D e s k @ Tw i t t e r
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Over 80 Service Desks Exist at
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Facilities/Workplace
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Human Resources
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Procurement
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Procurement
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Unified Service Desk!
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You Can Get Out of Email Support!
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Alex Sti l l ings • IT Manager • Twitter • @sti l l ings
Thank you!