1. ni.com

2. Evolution of JIRA Service Desk migrate Customer Operations to JIRA then JIRA Service Desk

3. ni.com Quick Introduction

4. 4 ni.com About the presenter Kujbus Norbert (39) IT manager at National Instruments since 2009 Managing CRM IT team, plus JIRA platform owner Graduated as Software Engineer in 1999 Worked in different roles as creditable team player In various industries (Media, Outsource, Near source, Test & Measurement) Have a keen interest in solving complex business problems

5. 5 ni.com National Instruments worldwide R&D sites (>2000 people): USA Canada Germany China India Romania Malaysia Hungary Manufacturing Debrecen Penang Shared Services Debrecen Penang Japan ~ 50 sales office

6. 6 ni.com Our mission We equip engineers and scientists with systems that accelerate productivity, innovation, and discovery.

7. 7 ni.com JIRA landscape as of today Instance 1 (external) Instance 2 (internal)Service Desk Purpose Customer Operations Service Desk Issue Tracking, Project Management, Business Projects IT Service Desk + Infrastructure, Facility, Travel Project# 145953 Issue Type# 951273 Custom Field# 31772220 Issue# 1.7M + 1.5M*530K50K** Comment# 2M + 1.8M*877K200K** Attachment# 370GB160GB10GB User# (assignee / all) 548 / 6,5001,137 / 4,100350 Transaction# (daily) 14,1003,0001,000 Email# (daily) 3,0001,500500

8. 8 ni.com Prod Test1 Dev1 Dev2 Test2 CI environment Support Tier Dev Tier JIRA landscape as of today ServerDell PowerEdge R730 CPU2x Xeon E5-2680v3 (48 core) RAM64GB DDR4 ECC HDD365 (512) GB SSD NFS370 GB DBOracle 12c, 115 GB RAC Active cold SSD NFS Lotus Notes Netscaler Mail handler

9. 9 ni.com What you can get here I want to show you our ‘Service Desk’ solutions … from the many out there You can get the basics easily … it’s a bit more advanced What you need to grow and scale … to keep you motivated Show you the evolution … that can help you to predict the future Kick off discussions … but not necessarily answer everything

10. ni.com Part I – Customer Operations with JIRA JIRA issue tracking with SLA + JETI

11. 1 ni.com PO Fax Credit memo NCPS RMA Receivin g RMA to Stock Sales email RCS inbox Contract s- Services Order Specia lists HW Servic es RMA Coordi nators Quality Administratie ve&Support Orders Team Workflow* External & Internal customers RMA TeamPhone TeamQuality Customer Operations Managers InternationalRCS Contracts & Services Team Accounting Sales VIEW ONLY Tax Before 2010

12. 1212 ni.com The goal was set „Customer Operations workload currently not visible or measurable to managers and tools are extremely inefficient.” Consolidate things in order to Get overall visibility of Customer Operations department Similar functionality across all groups Develop once – use it everywhere Reduce maintenance of the distributed environment

13. 1313 ni.com The tools, environment, society and religions NI was expanding New company goal was set A great leader recognized Cust Ops can’t support it in the current way Integrated Lotus Notes solutions were standard – cheap, easy, well known Jira 4 had just been released It was known as a bug tracking system Atlassian was a small company with 250* people The general trend in IT Technology iPad 1, iPhone 4 Android 2.2

14. 1414 ni.com Forming & Storming We worked so closely with the customer, understood the business processes, their impact to company performance thus we felt doing valuable work In this stage, most team members were positive and polite. Some were anxious, as they haven't fully understood what work the team will do. Others were simply excited about the task ahead. Evaluated many platforms including big giants like HP and IBM Required a big mindset change, dedication to innovation, trust and luck

15. 1515 ni.com The solution – JIRA + SLA + JETI Picked up JIRA because of its simplicity, flexibility and price tag Consolidated 20+ former solutions into a single JIRA project with many issue types in Jira 4.4* Including mission critical processes such as receiving POs, Quotes, Faxes In/outgoing e-mail communication was key (JEMH & JETI) VertigoSLA provided the OLA/SLA operational metrics Unlimited user license, few plugins, corporate Oracle DB RACK Continuous integration environment 50 agents in Americas region 200.000 issues in the first year

16. 1616 ni.com The challenges then Not having Sales at Atlassian (request demo, PO process, discount) Not having Enterprise Support Not having onboarding Training Challenging of sizing the infrastructure Couldn’t proof the solution in advance Technical issues like 100K folder limit for attachments Intermittent performance issues Couldn’t reproduce the performance issues on CI environment Who is looking the same issue and reply to customer Lack of historical reporting such as avg time in certain workflow stages

17. 1717 ni.com Norming & Performing We were expanding Horizontally (Europe, Asia) 5x bigger Vertically (More operations functions, Finance Shared Services) 2x bigger Yet SLA & JETI make the skeleton Improved quality & efficiency with email response templates ScriptRunner accelerates the customization Developed cool custom plugins like Scalable custom email handler with intelligent rule engine Tokenize credit card information in issues and comments Who is looking the same issue

18. 1818 ni.com Norming & Performing Business Continuity Plan Passive failover – the passive node never used Archived / Purged records when reached the 1.8M issue count Engaged Atlassian Expert to verify and audit, identify gaps JIRA upgrades Atlassian bug fixes are coming with new releases 4.7, 5.1, 6.0, 6.3, 7.0.10 Takes more & more time as we are growing (2 months at least) Atlassian was growing with us Atlassian University Enterprise Offering TAM – Technical Account Management Invested into performance, stability and scalability

19. 1919 ni.com The challenges today SLA plugin is end of life It’s a critical platform, any downtime costs a lot (availability) business continuity planning, high availability, disaster recovery, fail over Can we support further growth of business (scalability) Need AI & learning method to automatically route tickets to agents Performance concern Global usage means no maintenance window (rolling updates)

20. ni.com Part II – Migrate IT to JIRA Service Desk JIRA Software + JIRA Service Desk

21. 2121 ni.com Before 2010 Service Desk Infrastructure Application - Dev, BA, QA - Support Individual teams in silos Individual teams, silos, used an HP tool Incident management, Used an HP tool ~500 IT people worked in silos, Used disconnected tools,

22. 2 ni.com The challenges then Governance Developing for developers Silos with own goals Using solutions and processes historicaly Lack of standards Herding the cats

23. 2323 ni.com The solution – step by step approach The same team introduced JIRA for IT in the same time Replicated the environment (passive failover, CI tiers) Reused the architecture, solution and processes, Started with Jira 4.4 for issue tracking Greenhopper for Agile project management Introduced some governance Standard project templates to faster adoption Standard processes to request new project* All IT Application teams were adopted by 2014 for Project Development Application Support

24. 2424 ni.com The solution – step by step approach JIRA Service Desk 2 was launched in 2015 November Used for Incident Management Migrated from HP Service Manager Service Desk and all Infrastructure teams Everyone is on the same platform! Mission accomplished ?

25. 2525 ni.com The challenges today JIRA Service Desk is super popular Just introducing to Facility, Travel, HR How to support the fast adoption ? The higher adoption is the higher criticality How to collaborate between teams? Business continuity, high availability, disaster recovery, failover – these are key again Performance and scalability after 5 years Can we manage 6-8-10M issues after a while Transaction of thousands of concurrent users

26. 2626 ni.com Future Never forget what was your original goal Step 1: come to the same platform Step 2: collaboration between teams, mobile Step 3: Integration (SSO, Hipchat vs Skype) Step 4: CMDM Step 5: Recognize in advance, Automate transactional things and prevent Data Analysis and Continuous Improvements

27. 2727 ni.com Summary We checked out how to migrate into JIRA issue tracking + SLA plugin + JETI to build a Service Desk We proved it’s scalable enough We talked about business & technical challenges vs solutions We talked about the future We checked out how to migrate into JIRA Software + Jira Service Desk We proved it’s scalable enough We talked about business & technical challenges vs solutions We talked about the future

28. 2828 ni.com Questions