SWATI JAIN | VP, PROFESSIONAL SERVICES | CPRIME

JIRA Service Desk for HR

Service Management The Trade Desk success story

DREW WEST | SR. DIRECTOR, GLOBAL SUPPORT AND BI | THE TRADE DESK

The history of oral storytelling developed

around a visual element – the dance of a fire.

This is still true today. Providing the proper

visual elements will unify and level-set your

audience for proper coherence.

Daniel Nanescu, quotefancy.com

Omnichannel digital

advertising platform

empowering global

advertisers.

THE TRADE DESK

Business Operations

- Trade Desk Employees

- Client Services

- External Trading Partners

~500+ users

Service Operations

- 10 Fulfilment Teams

- Global Application Support

- Information Technology

- PeopleOps

- DevOps

- Partner Management

- …

~125+ agents

Product Management Operations

- Product Management

- Engineering

~ 200+ users

How we collaborated Then!

Triage

Desk.com

Fix

Pivotal and Spreadsheets

Request

Email

Billion transactions each day!

= Product Marketing and Engineering= Trader= Account Manager= Customer

FROM THE CLIENT TO SERVICE DESK – THEN

LEGEND

2010-2012

= Product Marketing and Engineering= Trader= Account Manager= Customer

FROM THE CLIENT TO SERVICE DESK – THEN

2010-2012 2012-2015

LEGEND

Fragmentation Disparate applications challenged

process continuity and organizational

scalability.

Pain Points

Fragmentation

Traceability Lack of consistency challenged

participant visibility and accountability.

Pain Points

Traceability

Analytics Lack of standardization challenged

objective understanding and decision

making ability.

Pain Points

Point 2

Analytics

How we Collaborate NOW!

Triage FixRequest

FROM THE CLIENT TO SERVICE DESK – NOW

2010-2012 2012-2015 2016…

= Product Marketing and Engineering= Trader= Account Manager= CustomerLEGEND

Success!

Connected teams streamlined on a single platform

using standardized processes.

Days for Concept to Delivery

Types of Request

People OpsOn boarding

Off boarding

SupportIncident

General

AssetInventory

Access

ProductFeature

Integrations

PEOPLE OPS

Onboarding

Requests

FragmentationBuilding Connected Teams

Connecting

Teams

Intake

Connecting

Teams

Intake

Cascading Drop-DownsDynamic data objects

Connecting

Teams

Intake

Triage

Connecting

Teams

Intake

Triage

Employee ObjectEmployee object stub created in Insights for

provisioning and auditability.

Connecting

Teams

Intake

TriageCMDBRules based mapping of fulfilment team and enterprise

applications.

Connecting

Teams

Intake

Triage

Spawn

Spawned RequestsAutomatic spawned requests for each individual application

request.

Connecting

Teams

Intake

Triage

Spawn

Connecting

Teams

Intake

Triage

SpawnCMDBApplication provisioning, approvers, request participants and

fulfilment teams automatically mapped.

Connecting

Teams

Intake

Triage

Spawn

Fulfill

Object LinkedAD Account created and main

request resolved

Connecting

Teams

Intake

Triage

Spawn

Fulfill

AutomationAutomatic routing for two-step

approval process on customer

portal.

Connecting

Teams

Intake

Triage

Spawn

Fulfill

Application ProvisionedApplication request assigned and resolved

TraceabilityImproved Visibility

Visibility

Dashboards

Metrics

CMDB

Audit

Visibility

Dashboards

Metrics

CMDB

Audit

Visibility

Dashboards

Metrics

CMDB

Audit

Visibility

Dashboards

Metrics

CMDB

Audit

Data ObjectEmployee object, all

related requests, all

related objects and

references.

Visibility

Dashboards

Metrics

CMDB

Audit

AnalyticsObjective Decision-Making

Analytics

ProvisioningAll provisions made for an asset/application.

High volume issue types

represent product

enhancement opportunities to

drive self-service customer

activity.

Issue Type Analysis

Remove repetitive

issue demand and

costs

Optimized Individual

and Team

Performance

Balance staffing

resource allocation to

meet business needs

Analytics

ProvisioningAll provisions made for an asset/application.

Identify training opportunities by

individual or across

teams/regions.

Time to Resolution

Analysis

Remove repetitive

issue demand and

costs

Optimized Individual

and Team

Performance

Balance staffing

resource allocation to

meet business needs

Analytics

ProvisioningAll provisions made for an asset/application.

Address high effort cases to

proactively plan for peak

demand.

Agent Effort

Analysis

Remove repetitive

issue demand and

costs

Optimized Individual

and Team

Performance

Balance staffing

resource allocation to

meet business needs

Customer Satisfaction Then

Customer Satisfaction Now

Make it a continuous

pursuit!

FINALE

Thank you!

SWATI JAIN | VP, PROFESSIONAL SERVICES | CPRIME

DREW WEST | SR. DIRECTOR, GLOBAL SUPPORT AND BI | THE TRADE DESK