FULLY LEVERAGING JIRA SERVICE DESK, CONFLUENCE AND ITSM APPS
To get new ideas, evolve their service desk and increase value for users, Erin’s team is actively involved in their local Atlassian User Group in London. Furthermore, when Erin needs help when she lacks the time, resources or knowledge to implement her ideas, she calls on Valiantys for assistance.
Their single instance contains 3 service desk portals and 72 projects. This represents over 1,500 service desk tickets per month, which is more than twice the number of tickets from the other 72 projects combined. Maintenance is performed monthly by the three Jira admins, including Erin, and several Jira project administrators.
In order to implement their new service desk, the team needed to increase their training surrounding Jira Service Desk and Marketplace apps. They deployed eazyBI for more advanced reports, Elements Copy & Sync to generate subtasks from post-functions, and Behaviors in Scriptrunner to help ensure the first line team fills in all the required fields.
Furthermore, Generali’s yearly IT survey showed resolution and engagement were the top pain points, so this was addressed by deploying Candylio, a customer satisfaction survey app. Engagement between the IT team and users significantly changed for the better.
“If someone takes the time to provide comments, we reach out to thank or get more detail to improve,” says Erin.
The users’ feedback contributed to the continuous improvement for defining and managing the most strategic ticket types, along with generating Jira Service Desk’s user adoption.
In addition, by subcontracting their service desk’s first level Generali was billed as soon as their provider touches the ticket. To save resources, they automated several actions.
Before Valiantys implemented Insight in Jira Service Desk as their CMDB solution, Generali had the usual challenges faced by every organization without a defined configuration management database. They needed one version of the truth to relate applications, infrastructure, and service providers. They worked with Valiantys to build automations for their new starter process, with links to access and assets thanks to Insight.
A comprehensive service catalog was added to the Confluence knowledge base, an initiative which was spearheaded by Valiantys.
“We’ve partnered with Valiantys in nearly every step of our journey,” says Erin.
This marked a turning point in the company’s ITIL approach, as users had the means to access information regarding what the IT team can offer as services, how it could be done, how often, and who to contact. Faced with the large number of features available in Confluence natively, along with apps like RefinedTheme for Confluence and TeamCalendar, Generali appreciated Valiantys’ support for exploring their needs and integrating the Confluence service catalog with Jira Service Desk. Service desk agents can create user guides directly from Jira Service Desk. All users have a shortcut to this Confluence space and from the service catalog, they can navigate the HelpDesk’s available resources.