The IT Service Desk is often a group that is overworked and under-appreciated, not at OC Tanner. IT Service Management processes start with the Service Desk and it is crucial to have a tool in place that facilitates the right business outcomes. This is where Jira Service Desk comes in for the win. Come listen to Chris Bocage, IT Service Desk Manager at OC Tanner talk about how Jira Service Desk helped them successfully track Incidents, Problems, and Service Requests using effective workflows and queue management. Learn how we built Service Desks for business units to seamlessly integrate with IT, custom dashboards and reports using filters, and utilized Jira Service Desk as our single source of truth.

1. Next Level ITSM
How OC Tanner Uses ITSM Processes to Win Big
CHRIS BOCAGE | IT SUPPORT LEAD | THUMBTACK | @CHRIS_BOCAGE

3. How many of you feel
overworked and
understaffed?
Source (https://www.portalguard.com/blog/2015/02/12/understaffed-department/)

4. TIMELINE
Jira Service Desk
implemented
I join OC Tanner
and inherit the
“Helpless Desk”
Service Desk
vision developed
“It’s better to be
helpful than right”
Built Service Desks
for Business Units
(Client Services,
Purchasing, Safety)
Logged over 50,000
tickets to date
2014 2015 2015 2016 Present

5. AfterBefore
Helpless Desk Well-oiled ITSM machine

6. Agenda
Where were we?

7. Where we
were
Helpless Desk
Inherited Team
”Ragtag bunch of misfits”
Black Hole
Tickets would come into the Service Desk but never come out
with a resolution

8. Where we
were
Email & Excel
Shared Mailboxes
Used to interact with employees and resolve issues by email
Excel Spreadsheets
Used to track IT purchases
SharePoint Forms
Used to log each potential Safety risk in the organization

9. Where we
were
Zero Reporting
No Reporting
Unable to pull important data about inquiries
Zero Visibility
Employees and IT were in the dark about the status of
their request
Limited Search Functionality
Unable to use search queries to find information
quickly and efficiently

10. Agenda Where are we now?

11. Where we
are now
”It’s better to be helpful than right.”
Service Desk Motto

12. Where we
are now Integrated business units
We added additional business units (Client
Services, IT Purchasing, Safety, etc) to our Jira
Service Desk instance

13. Where we
are now
Increased visibility
Using one consolidated service desk platform
helped increase visibility into tickets

14. Where we
are now
Dashboards & reporting
Tickets created, triaged, and resolved per agent
and on a monthly basis.

15. Agenda
What’s next?

16. What’s next?
Knowledge
Base
ITIL Maturity Single Point of
Contact
Asset
Management

17. 50,000
Tickets logged (and counting…)
Source (http://picsmine.com/25-funniest-cake-memes-graphics/did-you-say-cake-meme-photo/)

18. If you build it, they will come
Everyone wants to improve efficiency and
productivity. It is our job to show them the way.

19. 3 Key
Takeaways
Document your processes
(Incident/Problem/Request)
Create a compelling vision
for your team
Use data to make informed
decisions

20. Questions?

21. CHRIS BOCAGE | IT SUPPORT LEAD | THUMBTACK | @CHRIS_BOCAGE
Thank you!