We spend much of our work day either fulfilling routine requests or making requests of others, both inside and outside of our organization, that they would deem routine. Your daily work effort consists of processes that you either participate in or initiate. I can't think of a better way to model processes than through Jira custom workflows, issue types, etc... whatever process you need to model you can make Jira fit. It doesn't matter if the process is technical in nature (e.g. software development, manufacturing, clinical trials) or purely business (e.g. on-boarding a new employee, contract approvals, filling the company snack room), you can easily configure Jira to model reality. However, there are three main problems:
- Even though Jira is simple to use, it can be a bit overwhelming to the non-technical user.
- There are no clear expectations set for time to resolution.
- There is no good way to assign a Jira ticket to a group.
Simple Issue Submission
Through the customer portal, Jira Service Desk presents a very easy to configure and use customer portal that maps complex Jira concepts to easily understood business cases and terms. For example, the HR process in most companies is exactly that, a process. Why not back this process with an HR Service Desk? Onboarding a new employee for an organization of any size can set in motion many different activities, from legal to IT. It is generally tribal knowledge on who to contact to get the new person set up -- no more! Model the process in Jira and give your users one stop shopping through your new HR Service Desk:
I have a service desk team for IT, a different team for HR and a third team for Finance. How do I manage that?
Welcome to the service desk help center, one URL for your entire organization to come to!
When will my Issue be Resolved?
Stay tuned for Part 2 of this series where we will dive into Service Level Agreements. (A little tease -- Service Level Agreements (SLAs) are at the heart of Jira Service Desk. The SLA is a contract between the requestor and the requestee. An SLA is made up of two key parts: SLA Lifecycle and Goals within that Lifecycle.)
In Part 3, we will tackle group assignment, the final key component!