In my blog post last Friday I talked to management about using Jira Service Desk. How did that go?
They didn’t see what I saw.  I saw unity.  I saw freeing resources to do other things.  I saw less overhead, and more communication at a cheaper overhead cost.  This was especially true when Atlassian offered Confluence Knowledge Base.  What I saw there was the idea that customers would rarely need to call the help desk.  Instead they could go to a portal and search by keywords through how-to articles and troubleshooting guides, potentially solving the problem on their own while allowing the help desk person to focus on documenting better troubleshooting guides for users, or automating more scripts, making their operational environments even more efficient.  This was a vision I had for the organization that was shared by some… but not by many.  They thought they had the bigger and better expensive-toy after all.  So I left, again for many reasons, and it was hard to leave.  Some would say I gave up, but I just wanted to go somewhere I could be innovative again and share these ideas with people that see the “it” factor of the tools that I see.
isos-default-imgSince coming to work for Isos Technology, I have seen so many success stories with Jira Service Desk. Organizations are saving time and money every day with this tool.  It delivers more than a service desk for users.  It also delivers a simple to use portal for users, queues for agents, and great out of the box reports for administrators and managers.  What about those service level agreements?  Completely customizable with this tool.  Most importantly it integrates with Jira, Confluence, and even Hipchat!  It harnesses the power of Jira workflows and fields.  It unifies IT Operations and Software development teams, with both non-technical and management teams within organizations.  This in itself is something expensive-toy could not do! We are not only Atlassian Experts, but we are truly one of the true JSD high level expert extraordinaires out there.  We work with many upon many organizations to help them optimize their JSD experience.

What’s to understand about JSD?

The first thing to understand is the difference between a request and an issue?  The truth is, everything in Jira is an issue. However a user in JSD submits a request through the portal, or even via email. Even Atlassian does this for everything, from purchasing swag, to requesting training, and assistance. These requests become issues in JSD for the agents to triage and work.
The next thing about JSD to understand is what are the roles? The primary roles are an admin and an agent.  The differences are:

Admin

User with administrative rights for your service desk who can:

  • Access all features in Jira Service Desk
  • Add and remove users to and from service desk projects
  • Configure the customer portal, request types, queues, reports and SLA metrics
  • Perform all tasks outlined in Admin and Agent tutorials

Agent

User who works on and resolves customer requests who can:

  • Access the internal service desk interface
  • View the customer portal, queues, reports and SLA metrics of assigned service desk projects
  • Add, edit and delete customer-facing and private comments on issues
  • Manage knowledge base content

My favorite part of having been an agent and an admin is managing the knowledge base content.  What Atlassian did here is really part of that “it” factor, and possibly even the “wow” factor.  They turned the service desk person into an agent to make their organization more collaborative and efficient.  Instead of working every ticket, the goal is to empower the user to work the lower tier tickets and focus their time as agents working resolutions on the higher tier issues.  Even if the user can conduct a series of troubleshooting steps before submitting a ticket, this will save valuable time and money across the organization.  This also trains the user to be more independent, and even learn some technical skills.  It is cross-training, empowerment, and efficiency all rolled into one feature of the tool!

Summary

Sometimes it is not always about having the biggest stick, or the most expensive toy, but instead about having the biggest strategic vision for your organization.  A previous boss who I have a ton of respect for told me his goal was to have all of a series of common organizations communicating and collaborating before he retires.  He believes this will save money, and increase knowledge sharing across like communities.  I agree with that vision.  However, while I may not believe that will happen in his time in the organization, because of the perception of the need to have a big stick, I do believe he will get it closer than it was before he got there.  You see he is a visionary, and he has a dream.  His dream gives him the “it” factor,  just like any customer of JSD, Jira, or the Atlassian tools in general. They want to make their teams better through easy to use tools at an affordable price.  They want to create a unified environment, and be rid of the separate silos of communication. They really get it.  They maybe even get jiggy with it!  We certainly do at Isos Technology!

featured-image-isos-technologyIsos Technology is a leader in solving complex business, people and technology challenges in today’s enterprise. The company’s in-depth expertise in process automation, agile software development, user experience, mobile and talent acquisition helps clients improve product quality while reducing time-to-market.  Contact us today to learn about our JSD webinars, and Discovery Workshops. Who knows, maybe like the fresh prince, you too will be Gettin Jiggy with it!

References

https://answers.yahoo.com/question/index?qid=20100108064003AAvLmXb
https://confluence.atlassian.com/servicedeskcloud/getting-started-with-jira-service-desk-732528698.html
http://isostech.com/

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