#atlassian

NOTES:

• Your main title goes in the large blue

font.

• If you have a title that naturally splits

into a subtitle, use the smaller green

font for the subtitle. If not, delete the

subtitle

PHOTO

1. Place your photo at around the

same size as the example photo

2. (Keynote users:) Move your photo

onto the blue shape below Select both

photo and shape and then choose

“Mask with selected shape” from the

menu. Double click the photo to edit

the scale and crop position.

Lucas Dussurget • Director • Valiantys • @ValiantysEN

How to implement SLAs and metrics in JIRA Service Desk

NOTES:

• If you use the Chaper Title with

sections system, you can place

a lozenge at the top of the page

to indicate the section, like this

example

• Use this only if it’s important to

remind people of where they’re

at in the Chapter sequence.

Why IT managers don’t like SLAs: •  Need to calculate everything in Excel

•  Is not helping me improve •  No flexibility in reports •  Can’t change them myself

NOTES:

• If you want to divide your talk

into chapters, use this slide for

Chapter titles

What’s an SLA in JIRA Service Desk ?

NOTES:

• If you want to divide your talk

into chapters, use this slide for

Chapter titles

Let’s get started and build some SLAs

NOTES:

• If you use the Chaper Title with

sections system, you can place

a lozenge at the top of the page

to indicate the section, like this

example

• Use this only if it’s important to

remind people of where they’re

at in the Chapter sequence.

“How I can set a resolution SLA that won’t run when I’m waiting for my

customer?”

An international development charity:

NOTES:

• If you want to divide your talk

into chapters, use this slide for

Chapter titles

NOTES:

• If you use the Chaper Title with

sections system, you can place

a lozenge at the top of the page

to indicate the section, like this

example

• Use this only if it’s important to

remind people of where they’re

at in the Chapter sequence.

Use clear naming conventions

Pause time when it’s necessary Use only one SLA

and make it too complex

DON’T DO

NOTES:

• If you use the Chaper Title with

sections system, you can place

a lozenge at the top of the page

to indicate the section, like this

example

• Use this only if it’s important to

remind people of where they’re

at in the Chapter sequence.

“How I can define different goals depending on ticket priority?”

One of the largest British newspapers company:

NOTES:

• If you want to divide your talk

into chapters, use this slide for

Chapter titles

NOTES:

• If you use the Chaper Title with

sections system, you can place

a lozenge at the top of the page

to indicate the section, like this

example

• Use this only if it’s important to

remind people of where they’re

at in the Chapter sequence.

Create specific goals depending on your field

values

Create more than 10 different goals

DON’T DO

NOTES:

• If you use the Chaper Title with

sections system, you can place

a lozenge at the top of the page

to indicate the section, like this

example

• Use this only if it’s important to

remind people of where they’re

at in the Chapter sequence.

“How can I have my SLA running 24/7 if the ticket is a P1 but not if it’s a lower priority?”

One of the top UK insurance firms:

NOTES:

• If you want to divide your talk

into chapters, use this slide for

Chapter titles

NOTES:

• If you use the Chaper Title with

sections system, you can place

a lozenge at the top of the page

to indicate the section, like this

example

• Use this only if it’s important to

remind people of where they’re

at in the Chapter sequence.

Use calendars to support teams indifferent locations

Don’t forget to add your team’s public holidays

DON’T DO

NOTES:

• If you use the Chaper Title with

sections system, you can place

a lozenge at the top of the page

to indicate the section, like this

example

• Use this only if it’s important to

remind people of where they’re

at in the Chapter sequence.

“What else can I do with SLAs in JIRA ?”

NOTES:

• If you want to divide your talk

into chapters, use this slide for

Chapter titles

“How can I send an email to the IT manager automatically if the SLA is breached ?”

“I want the on-duty engineer to receive a text

if a P1 ticket is created.”

“How can I automatically escalate the issue to the team leader if the SLA is breached ?”

Add-on combinations

Specific Use–case

With a 9-5pm Monday to Friday calendar

I want to have a standard 8h SLA

So my SLA is suspended on the Weekend

If a ticket is raised by one of my Gold Customers

Except …

Then it should keep running on Saturday

Between 4 and 5pm on Friday

But if it’s raised after 5pm, the SLA should be suspended till Monday.

NOTES:

• If you want to divide your talk

into chapters, use this slide for

Chapter titles

Create two calendars, one 9-5 Monday to Friday and another 9-5 Monday to Saturday

Set a standard resolution time SLA

Goals are set to be running with my first calendar by default

Using the Automation plugin, a hidden custom field is updated to mark if the ticket was raised on a Friday between 4 and 5pm

Add a new goal which will only be applied if the customer is a Gold Customer and if the value of the hidden field is set to Yes

Mark this goal as using the Monday to Saturday calendar

How we did it

NOTES:

• If you use the Chaper Title with

sections system, you can place

a lozenge at the top of the page

to indicate the section, like this

example

• Use this only if it’s important to

remind people of where they’re

at in the Chapter sequence.

In brief

Create simple SLAs

Stop SLA when needed

Set different goals with criteria

Create different calendars

Extend SLAs with add-ons

Thank you! Questions: visit us at booth G5

Lucas Dussurget • Director • Valiantys • @ValiantysEN