How JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings

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Learn how Twitter’s help desk moved from a single email inbox into a globally distributed team, deploying JIRA Service Desk and JIRA Agile to provide support for over 3,000 employees. Twitter will also share how to employ JIRA Service Desk across the business to support everything from procurement and HR, to facilities and legal.

Text of How JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings

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2. Service Desk Saves Twitter ITAlex Stillings IT Manager Twitter @stillings 3. Twitter ITProblem to SolveService Desk for ITService Desk @ Twitter 4. Page title here Level One Level Two Level Two Level Two Level One 5. 2010 - SFO 2 0 1 2 - NYC/DUB/TOK 2 0 1 3 - SEA/D.C. 2 0 1 4 - LON/BOSPage title here Level One Level Two Level Two Level Two Level One 6. Last 12 months 7. Tickets Resolved YTD 17,621 IT Support Tickets 8. Tickets Resolved YTD 17,621 IT Support TicketsOn Track to Resolve 30,000+ 9. Ticket IntakePre-Service Desk 10. Ticket IntakePre-Service Desk 11. Ticket IntakePre-Service DeskBlack hole 12. Ticket IntakePre-Service DeskBlack hole ???? 13. Email supportdoesnt scale. 14. Twitter ITProblem to SolveService Desk for ITService Desk @ Twitter 15. Enter Service Desk 16. Ticket IntakePost-Service Desk 17. Ticket IntakePost-Service Desk 18. Ticket IntakePost-Service DeskCustomer Portal 19. Ticket IntakePost-Service DeskCustomer Portal ComponentsGoogle Apps!!!VPN!!!Peripherals 20. Adoption 21. 3000225015007500May June JulyEmail Service DeskAdoption 22. 3000225015007500May June JulyEmail Service Desk2,120376Adoption 23. 30002250150075002,120 2,113376 300May June JulyEmail Service DeskAdoption 24. 3000225015007500May June JulyEmail Service Desk2,3242,120 2,113467376 300Adoption85% 88% 83%Previously almost 95% email support 25. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol ved 26. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol vedResolvedInOpen Progress 27. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol vedResolvedInProgressAcceptedOpen 28. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol vedResolvedWaitingAutomatic EventTransitionInProgressAcceptedOpen 29. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol vedResolvedWaitingAutomatic EventTransitionInProgressTriagedUntriaged 30. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol vedResolvedWaitingAutomatic EventTransitionInProgressTriagedUntriaged 31. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol vedResolvedWaitingAutomatic EventTransitionInProgressTriagedUntriaged 32. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol vedResolvedWaitingAutomatic EventTransitionInProgressTriagedUntriaged 33. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol vedResolvedWaitingAutomatic EventTransitionInProgressTriagedUntriaged 34. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol vedResolvedWaitingAutomatic EventTransitionInProgressTriagedUntriaged 35. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol vedResolvedWaitingAutomatic EventTransitionInProgressTriagedUntriaged 36. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol vedResolvedWaitingAutomatic EventTransitionInProgressTriagedUntriaged 37. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol vedResolvedWaitingAutomatic EventTransitionInProgressTriagedUntriaged 38. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol vedResolvedWaitingAutomatic EventTransitionInProgressTriagedUntriaged 39. Unt r iaged - Tr iaged - In ProWgreosrsk f l o- w Wai t ing for Cus tomer - Resol vedResolvedWaitingAutomatic EventTransitionInProgressTriagedUntriaged 40. Kanban Board 41. Kanban BoardExecs 42. Kanban BoardExecsExpedite 43. Kanban BoardExecsExpediteEverything Else 44. Kbase Integration 45. Kbase Integration 46. Reports 47. Ongoing improvementsImportant To Keep Updating Keep Articles Relevant Relevant Spaces Keyword tagging Likes Advanced Report Get more metrics Dive into ticketing 48. Components 49. Twitter ITProblem to SolveService Desk for ITService Desk @ Twitter 50. Over 80 ServiceDesks Exist atTwitter 51. Facilities/Workplace 52. Human Resources 53. Procurement 54. Procurement 55. Unified Service Desk! 56. You Can Get Out ofEmail Support! 57. Thank you!Alex Stillings IT Manager Twitter @stillings