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ContainershipsServiceDesk
How Containerships saves costs with JIRA Service Desk
9-Oct-15 www.ambientia.;i
• Sea, road, rail, river container transportation• Vessels, trucks, containers, terminals
• 600 people, geographically distributed to 21 countries
• Baltic and North Sea Service• Russia, Baltic, Europe, UK, Ireland
• Intra-Mediterranean Service• North Africa, Mediterranean
• 45 years in the business
9-Oct-15 www.ambientia.;i
Atlassiantools&Add-onsJIRAUsed for• Software development• Project & task management• Support (service desk)Major add-ons• JIRA Agile• JIRA Service Desk• Tempo Timesheets
9-Oct-15 www.ambientia.;i
ConfluenceUsed as an• Intranet• Team work spacesMajor add-ons• Refined Wiki Original Theme• Team Calendars• User Profiles
Powered by
Takeaways
1. Reduced costs2. Workload sharing in a distributed
team3. Visibility and reporting4. Much more than IT service desk
9-Oct-15 www.ambientia.;i
IntroduceSDgradually
Oldemailsupportchannel
Manualemail-to-sdprocessing
SDaccessfromthenewintranet
BusinessApps&QualityIncidents
HRRequestsetc.
9-Oct-15 www.ambientia.;i
IntroduceSDgradually
Oldemailsupportchannel
Manualemail-to-sdprocessing
SDaccessfromthenewintranet
BusinessApps&QualityIncidents
HRRequestsetc.
9-Oct-15 www.ambientia.;i
IntroduceSDgradually
Oldemailsupportchannel
Manualemail-to-sdprocessing
SDaccessfromthenewintranet
BusinessApps&QualityIncidents
HRRequestsetc.
9-Oct-15 www.ambientia.;i
IntroduceSDgradually
Oldemailsupportchannel
Manualemail-to-sdprocessing
SDaccessfromthenewintranet
BusinessApps&QualityIncidents
HRRequestsetc.
9-Oct-15 www.ambientia.;i
IntroduceSDgradually
Oldemailsupportchannel
Manualemail-to-sdprocessing
SDaccessfromthenewintranet
BusinessApps&QualityIncidents
HRRequestsetc.
9-Oct-15 www.ambientia.;i
9-Oct-15 www.ambientia.;i
EasyaccessthroughtheIntranet
Responsive–workswellonmobiledevices
Reductionincosts
• Better co-operation among SD agents• Better visibility, less hassle, less time wasted• Productivity gains
• Previously 1st level support had been outsourced to an external service company
• Now, with JIRA Service Desk, everything is handled in-house with the same distributed internal support team• Better support with less costs
9-Oct-15 www.ambientia.;i
Fortheteam
• One "inbox" for the support team• All requests are tracked with SD• Channels
• phone, email, intranet/portal, face-to-face
• Added visibility• Who's doing what• Visible targets – SLAs• Who's really busy, who can help or take over• Communication with customers
9-Oct-15 www.ambientia.;i
Formanagement• "How are we doing?"
• Current status of the support function• Queue sizes based on country, site, request type
• "How can we become even better?"• Planning and enhancements• Where (at which offices) are support team members
needed the most?• Change request types, introduce new fields
• "Are we going to the right direction?"• Performance metrics• Country, site, request type, agent
9-Oct-15 www.ambientia.;i
NotonlyITServiceDesk!
• Company central support function• for reporting and solving problems people face in their
daily work – an enabler• In addition to IT requests, there are already
• Business Apps support• Quality Incident reporting
• Next up• HR Requests• All kinds of business processes
9-Oct-15 www.ambientia.;i
TomiKallio
9-Oct-15 www.ambientia.;i
[email protected]+358 40 7492051
@tomi_kalliohttps://fi.linkedin.com/in/tomikall
Thankyou!
Whatotherkindsofservicesorprocessescouldbemanagedby
JIRAServiceDesk?
9-Oct-15 www.ambientia.;i
Let’stalk!