[AIS 2018] [Team Tools_Advanced] Jira Service Desk? ??? ITSM - ????? ?????
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Atlassian in Seoul 2018 ?? ?????.
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[AIS 2018] [Team Tools_Advanced] Jira Service Desk? ??? ITSM - ????? ?????
- 1. ??? | INFRAWARE TECHNOLOGY Jira Service Desk? ??? ITSM
- 2. IT service management (ITSM) is INTRODUCTION simply how you manage the delivery of end-to-end IT services to your customers based on best practices.
- 3. Incidents ?? ?? ? ??? ??, ?? Change IT ??? ?? ?? Problems ??? ??? ?? ???? ?? ?? ? ?? Other IT Service requests IT ??? ???? ?? ? ??? ??, ?? IT Service Management
- 5. 25,000+
- 6. Twitter reduces its support email volume by 80% with Jira Service Desk. JIRA SERVICE DESK
- 7. Legacy ITSM Tools are just too expensive, not easy to use, and leave teams trapped in silos. JIRA SERVICE DESK
- 8. ?? ?? ? ?? ???? ?? ???? ??? ?? ?? ??? ??? ???? ???? ?? ?? ITSM ??? > ????
- 9. ???? ??? ?? ??? ???? ?? ?? ?? ??? ?? ??? ?? ?? ?? ITSM ??? > ??/??
- 10. ?? ??? ?? ?? ?? ?? ?? ?? ??? ??? ?? ?? ? ?? ?? ??? ?? ?? ?? ITSM ??? > ???
- 11. Portal Process Notification Reporting Jira Service Desk? ?? ITSM ?? Portal > Knowledge base
- 12. Portal
- 13. Jira Service Desk Customer Portal
- 14. PORTAL CONFIGURATION ?? ?? ?? ??? ??? ??? ?? ??? ?? ?? ?? ? ?? ??? ??
- 15. PORTAL CONFIGURATION ?? ?? ?? ??? ??? ??? ?? ??? ?? ?? ?? ? ?? ??? ?? ?? ?? ?? ??? ??? ??? ????? ?? ?? ?? ? ?? ??? ??
- 16. PORTAL CONFIGURATION ?? ?? ?? ??? ??? ??? ?? ??? ?? ?? ?? ? ?? ??? ?? ?? ?? ?? ??? ??? ??? ????? ?? ?? ?? ? ?? ??? ?? ?? ?? Queue? ??? ??? ??
- 17. PORTAL CONFIGURATION ?? ?? ?? ??? ??? ??? ?? ??? ?? ?? ?? ? ?? ??? ?? ?? ?? ?? ??? ??? ??? ????? ?? ?? ?? ? ?? ??? ?? ?? ?? ?? ?? ? Comment ?? ? Customer Portal? ??
- 18. PORTAL CONFIGURATION ?? ?? ?? ??? ??? ??? ?? ??? ?? ?? ?? ? ?? ??? ?? ?? ?? ?? ??? ??? ??? ????? ?? ?? ?? ? ?? ??? ?? ?? ?? ?? ?? ? Comment ?? ? Customer Portal? ?? Customer? Portal?? ?? ?? ?? ? ??
- 19. Knowledge base
- 20. KNOWLEDGE BASE Confluence ?? ?? ? ?? ??, ??? ?? ??? ?? Related article Customer Portal ?? Search box? ??? ?, Request ?? ? Keyword? ?? ?? article ??
- 23. Request? ???? ??? ??? ??(Self-service)? ? ??
- 24. KNOWLEDGE BASE Related article Customer Portal ?? Search box? ??? ?, Request ?? ? Keyword? ?? ?? article ?? Confluence ?? ?? ? ?? ??, ??? ?? ??? ?? Related article ?? ???? Keyword? ?? ??? article ??? ??? ???? ??
- 25. Process
- 26. SLA ｀??? ?? ??¨? ???, ?? ??? ?? ?? ??? ?? ??? ?? Process improvement Automation JQL? ??? ??? ??? ??? ????, ???? ?? ?? Workflow ???? ?? ????? ????, ?? ?? ?? ????? ??
- 27. ???? ????? ?? ?? ????? ????? ?? ???? ????? ?? Workflow
- 28. Incident Problem Service Request Task Workflow ???? ????? ?? ?? ????? ????? ?? ???? ????? ??
- 29. Incident Problem Service Request Task Workflow ???? ????? ?? ?? ????? ????? ?? ???? ????? ??
- 30. Incident Problem Service Request Task Workflow ???? ????? ?? ?? ????? ????? ?? ???? ????? ??
- 31. Incident Problem Service Request Task Workflow ???? ????? ?? ?? ????? ????? ?? ???? ????? ??
- 32. ???? ????? ?? ?? Jira ? ??? ???? ?? ?? Workflow
- 33. SLAs SLA (Service Level Agreement) ???? ｀???¨? ｀??¨ ? ???? ???? ???, ??? ??? ??? ???? ?? ?? ?? Service Level Goal ???? ???? ??? ?? ?? SLA Sign-off ??? ?? ?? (Breach or Met) SLA ?? ?? Description of Service ??? ??? ?? ? ?? ??
- 34. Time to resolution ??? ?? ??? ?? ? ??? ???? ?? Time to close after resolution ??? ?? ? ? Close ??? ???? ?? ???? ?? Time to first response ??? ??? ? ??? ???? ? ???? ???? ??
- 35. SLAs Time Metric ?? Time to resolution ??? ?? ??? ?? ? ? ?? ???? ?? Time to first response ??? ??? ? ??? ???? ? ???? ???? ?? Time to close after resolution ??? ?? ? ? Close ??? ?? ?? ?? ???? ?? Start ?? ???? ?? ?? ?, SLA ??? ???? ?? Pause on SLA ?? ?? ?? ??? ?? ??? SLA ?? ?? Stop ?? ??? ?? ?? ?, SLA ?? ?? ?? ??-??-?? ?? ?? Goal ??
- 36. SLAs Time Metric ?? Goal ?? ?? ? ?? ?? Time to first response ??? ??? ? ??? ???? ? ???? ???? ?? Start ?? ???? ?? ?? ?, SLA ??? ???? ??? Pause on SLA ?? ??, ?? ??? ?? ??? SLA ??? ??? Issues (JQL) ?? ? ?? ?? ?? Ex) issue type or issue priority Goal SLA ?? ?? Calendar ?? ?? ?, ??? ?? ? ???? ??(AM9~PM6) ??
- 37. SLA Visibility 1?? ??? SLA ???? 1?? ??? SLA ???? 30? ??? SLA ???? SLA ?? ?? ?? (Breached) SLA ???? ?? (Met) SLA ??? (Breached) Ongoing SLA Completed SLA
- 38. Automation Automation WHEN, IF, THEN ??? ???? ??? ??? ??? ?? ? ?? IF JQL ?? THEN ?? ?? ?? Comment ?? Email ??? WHEN ?? ?? ?? ?? ?? Comment ?? SLA ?? ?? ?? ?? ?? ??
- 40. Automation ?? ?? ?? ?? SLA: ｀Time to first response¨ ?? Example (1) Example (2) WHEN ??? ?? ?? ??? 60? ??? ?
- 41. Automation Example (1) Example (2) IF ?? ?? ?? ?? ?? ??
- 42. Automation Example (1) Example (2) IF ?? ?? ???? JIRA ??? ??? ?? THEN ???? Comment? ???? ????? ?? ?? ?? Comment type ?? ?? ?? ?? ?? ｀???¨?? ??? ??
- 43. Automation ?? ?? ? ???? Close ?? SLA: ｀Time to close after resolution¨ ?? Example (1) Example (2) WHEN ?? ?? ? Close ??? ??? ??
- 44. Automation ?? ?? ? ???? Close ?? Example (1) Example (2) IF ?? ??
- 45. Automation ?? ?? ? ???? Close ?? ?? ?? ??: ｀Close¨ Example (1) Example (2) THEN ?? ??? Status? Close? ???
- 46. SLA + Automation ?? ? ???? Resolve ?? SLA ?? ?? ? ??/?? ??, ?? ?? SLA ?? ??? ?? THEN ?? ??? Status? Close? ???
- 47. SLA + Automation ?? ? ???? Resolve ?? SLA ?? ??? ?? THEN ?? ??? Status? Close? ???
- 48. Notification
- 50. Notification
- 51. Template
- 53. Notification
- 57. SATISFACTION SETTINGS ?? ??? ?? ???? ??? ＾on￣??? ?? ?? Please remember You don¨t always need the line or text at all. Please remember You don¨t always need the line or text at all.
- 58. SATISFACTION SETTINGS ?? ??? ?? ???? ??? ＾on￣??? ?? ?? Email ?? ??? ???? ???? ???? ?? ?? Please remember You don¨t always need the line or text at all. Please remember You don¨t always need the line or text at all.
- 59. SATISFACTION SETTINGS ?? ??? ?? ???? ??? ＾on￣??? ?? ?? Email ?? ??? ???? ???? ???? ?? ?? ?? ??? ?? ?? ? ?? ? ??? ?? Please remember You don¨t always need the line or text at all. Please remember You don¨t always need the line or text at all.
- 60. Reporting
- 61. REPORTS Team Request? ?? ?? ???? ????? ?? ???? ??? Knowledge base ???? ???? ?? ? ?? ?? ??? ???? ?? ??? Custom ?? ???? ??? ??? ??? ?? ?? ? ??? ?? ???? ??
- 62. REPORTS Team Request? ?? ?? ???? ????? ?? ???? ???
- 65. REPORTS Team Request? ?? ?? ???? ????? ?? ???? ??? Knowledge base ???? ???? ?? ? ?? ??-???? ???? ?? ???
- 66. 20 1720 17
- 67. 19 15
- 68. REPORTS Team Request? ?? ?? ???? ????? ?? ???? ??? Knowledge base ???? ???? ?? ? ?? ?? ??? ???? ?? ??? Custom ?? ???? ??? ??? ??? ?? ?? ? ??? ?? ???? ??
- 69. 2215
- 70. 20 4
- 72. Looking for.. ?? ??? ?? ??? ? ??? ｀?? ??¨? ????? ????, ??? ??? ????? ??? ? ??? ??.
- 74. CRM (CUSTOMER RELATIONSHIP MANAGEMENT) CRM for Jira Cloud @Marketplace By Atlassian Company Customer
- 75. CRM (CUSTOMER RELATIONSHIP MANAGEMENT) CRM for Jira @Marketplace CRM Records ?? ?? ???? Jira? ????, ?? ??? ?? ? ??? ??? ?? ??
- 76. CRM (CUSTOMER RELATIONSHIP MANAGEMENT) ?? ???? ??? ?? ??, ??? ?? ? ??? ?? ?? ??, ?? ?? ??(Confluence)? ?? ?? ???? ?? ?? ??, ?? ?? ???, ?? ?? ? ???, ??? ?? ?? ?? JSD ???? Service Desk? ?? ????? ???? ?? ??
- 77. CRM (CUSTOMER RELATIONSHIP MANAGEMENT) Create & Customize By Infraware Technology
- 78. You can do it!
- 79. ??? | INFRAWARE TECHNOLOGY Thank you