Lecture on Atlassian's JIRA Service Desk

Jul 12, 2024

Lecture on Atlassian's JIRA Service Desk

Introduction

  • Atlassian: Vendor of JIRA Service Desk
    • Was relatively unknown until recently going public
    • Valued at $3.3 billion, 800+ employees
    • Used by over 43,000 organizations, including 80 of the Fortune 100
    • Notable users: Citigroup, eBay, Coca-Cola, Tesla, NASA
    • Referred to as the "biggest software company you've never heard of"

Atlassian Solution Suite

  • Purpose-built modular suite for flexibility
    • Components: JIRA Software, Confluence, HipChat, Bitbucket, Bamboo, JIRA Service Desk
    • Supports IT Service Management (ITSM) and DevOps
  • Focus: The JIRA Service Desk (JSD)
    • Integrates with other tools like Confluence and HipChat

JIRA Service Desk (JSD)

  • Usage: Transforms IT delivery for teams of all sizes
    • Over 20,000 teams use JSD
    • Easy setup, use, and maintenance
    • Simplicity in user experience is a key design principle
  • Certification: ITIL certified (PinkVerify & Excellus)
    • Supports ITIL processes: Request Fulfillment, Incident Management, Problem Management, Change Management

Key ITIL Processes Supported by JSD

  1. Service Request Fulfillment
    • Handles simple, frequent, low-risk requests separately from incidents or change management
    • Implements an ITIL-based service catalog
    • Uses Confluence to add a searchable knowledge base
  2. Incident Management
    • Aims to restore service disruptions quickly
    • Provides ITIL workflows and fields for managing incidents
  3. Problem Management
    • Focuses on finding the root causes of incidents and preventing future occurrence
    • Complements the incident management process
  4. Change Management
    • Manages changes to the IT infrastructure to minimize risk
    • Uses features like HipChat and Confluence for planning and coordination
    • Links change requests with software releases for visibility

Demonstration

  1. Roles in JSD
    • Customer: Uses the portal to search knowledge, submit, and track issues
      • Can search knowledge articles and submit or track requests
    • Agent: Manages and resolves tickets
      • Can create and transition tickets, collaborate, and create knowledge base articles
  2. Customer Portal
    • Options for branding and configuration
    • Functions: Searching knowledge, submitting requests, updating existing issues
    • Example: Submitting an incident request about ADP payroll link issue
  3. Agent View
    • Dashboard: Collection of configurable gadgets
    • Projects: Collections of issues handled in the same way
    • Queues: Flexible ways to view tickets based on criteria
    • Ticket Management: Creating, assigning, working, and resolving issues
    • Work Logging: Tracking time spent on tasks and issues
    • Integrated Knowledge Base Suggestions: For efficient issue resolution

Conclusion & Q&A

  • Automated CMDB Population: Using Insight asset management and discovery tool
  • Populating Knowledge Base: Through imports, manual creation, and approval processes
  • Approvals: Can be processed via email
  • Agile Integration: JIRA Software integration for handling Kanban and agile boards
  • Server Options: Cloud, On-Premise, and Data Center versions available
  • Coexistence: JIRA Software and JIRA Service Desk can coexist on the same server
  • Final Q&A: Various questions answered, including how to manage integrations and approvals.