#atlassian

Alex Sti l l ings • IT Manager • Twitter • @sti l l ings

Service Desk Saves Twitter IT

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

Page title here• Level One• Level Two• Level Two• Level Two

• Level One

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

Last 12 months

Tickets Resolved YTD

17,621IT Support Tickets

Tickets Resolved YTD

17,621IT Support Tickets

On Track to Resolve 30,000+

Pre-Service Desk

T i c k e t I n t a k e

Pre-Service Desk

T i c k e t I n t a k e

Pre-Service Desk

Black hole

T i c k e t I n t a k e

Pre-Service Desk

????Black hole

T i c k e t I n t a k e

Email support doesn’t scale.

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

Enter Service Desk

Post-Service Desk

T i c k e t I n t a k e

Post-Service Desk

T i c k e t I n t a k e

Post-Service Desk

T i c k e t I n t a k e

Customer Portal

Post-Service Desk

T i c k e t I n t a k e

•Google Apps !

!!•VPN !!!•Peripherals

ComponentsCustomer Portal

Adoption

0

750

1500

2250

3000

May June July

Email Service Desk

Adoption

0

750

1500

2250

3000

May June July

Email Service Desk

2,120

376

Adoption

0

750

1500

2250

3000

May June July

Email Service Desk

2,1132,120

300376

Adoption

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Kanban Board

Kanban Board

Execs

Kanban Board

Execs

Expedite

Kanban Board

Execs

Expedite

Everything Else

Kbase Integration

Kbase Integration

Reports

Important To Keep UpdatingOngoing improvements

• Keep Articles Relevant• Relevant Spaces• Keyword tagging• Likes

• Advanced Report• Get more metrics• Dive into ticketing

Components

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

Over 80 Service Desks Exist at

Twitter

Facilities/Workplace

Human Resources

Procurement

Procurement

Unified Service Desk!

You Can Get Out of Email Support!

Alex Sti l l ings • IT Manager • Twitter • @sti l l ings

Thank you!