Service Desks come in many forms and styles: from simple customer service portals aimed at the problems non-technical users can encounter every day to sophisticated help desks that support quick, specialized services for highly qualified employees.
A DEISER's customer, a top-tier bank that has positioned itself as a leader in digital transformation and a practitioner of a CI/CD model, recently requested to set up their own internal Help Center with Jira Service Desk. And, to say the least, this goes towards the further right side of the spectrum: very specialized services, very demanding internal customers, and very strict SLAs. Since developers are the main internal customers supported, the ITSM scope of Jira Service Desk specifically included:
Additionally, the JSD installation was conceived as the embryo for future service desks to be replicated in different countries in order to support local work forces. Whatever we gave them, it had to be robust and manage complexity and concurrent usage with the minimum toll to performance.
The service catalogue had barely five objects in the first level but ran deep, sometimes reaching the 5th level. But why wasn't JSD enough?
The requirements: cascading fields and delegated administration
Once you know you're going to onboard a corporate IT division to JSD, you always look for what Atlassian apps (add-ons) might be necessary. In this case, the requirements were clear. We needed apps for Jira Service Desk to:
After studying several alternatives, we decided that the best choice was the combination of Elements Connect (formerly nFeed) and Profields for Jira, that the customer was already using as a key component for their PPM framework in Jira Software. Together, they covered all our requirements:
With this solution, we only need one Profields project custom field and one custom field for each level of the catalog.
With other tools mentioned, the number is exponentially higher. For example, let's imagine that we have offices accross a lot of cities and we want people to choose the city. If we followed all the conections in this image we would end up with at least 16 custom fields.
With Profields and Connect, only 3 project fields and 3 custom fields are needed. That's less than one third than in the previous option!
Let's see a quick example of how to set up a comprehensive IT Service catalog in Jira Service Desk using the integration of Profields and Connect.
When this step has been finalized, the entire service catalog is captured in only five custom fields (or as many as the total levels of complexity in the catalog tree). But we still can't use the options in JSD because what we just defined is project metadata.
As a result, we obtain multi-level dynamic dropdowns both in Jira and in the Service Desk portal. As an example, this is what it will look like with the 4th-level example of Planets>Continents>Countries>Cities
When dealing with an unlimited license of Jira that is going to be deployed with the goal of servicing thousands of users with hundreds of agents around the globe, every small detail counts. Every custom field will impact performance (remember they probably have hundreds of them already!) so often it's vital to stick to a bare minimum. Instead of stripping off the service catalog of all the options that had been designed to ensure that the context for each request was properly captured so that back and forth communication and clarifications could be eliminated (or almost so), we were able to preserve the original catalog while adding only one custom field for each level of the catalog.
More importantly, the catalog had to be maintained by IT employees without the Jira Admin role. Giving them permission as project admins, they could edit the catalog in Profields. The setup requires only an initial configuration by a systems administrator – the dependencies and options can be delegated.
While it may seem counterintuitive to integrate two apps for the catalog, we consider it an important success: we managed to adapt the tool to the intended use, and not the other way around. And that's what counts for our customers.
Copyright © 2020 DEISER
Copyright © 2019 DEISER
Copyright © 2019 DEISER