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Update MinIT Feb 4
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Weekly updates from Mozilla IT on things we're doing to support and empower all of Mozilla in our mission keep the web a global public resource, open and accessible to all. An Internet that truly puts people first, where individuals can shape their own experience and are empowered, safe and independent. | Weekly updates from Mozilla IT on things we're doing to support and empower all of Mozilla in our mission keep the web a global public resource, open and accessible to all. An Internet that truly puts people first, where individuals can shape their own experience and are empowered, safe and independent. | ||
==2019-02-04== | |||
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* Data Team Service Metrics (Heather) In this week’s Data Team Sprint Demo, the team showcased their PoC on the Service Health Metrics. The team is focused on being data-informed to ensure we are providing the right level of service to our users. Metrics to help IT product team understand engagement as well as metrics that focus on resolution time, uptime, service/incident requests and alerts will improve our service levels & product capabilities for Mozilla. [https://mana.mozilla.org/wiki/display/BIDW/Data+Team+Sprint+Demos] | |||
* GTM Support Capabilities (Heather) The IT Customer Ops team partnered with both the Customer Care and Firefox Product & Engineering teams to provide training over the last 2 weeks. Firefox Product and Engineering engaged in a session on the Enterprise Sales cycle; everything from Lead Gen, Lead Scoring, Pipeline Management, Lead Conversion, Sales Process and Contract Management. The Customer Care & IT Support team also received an all day training session focusing on the Firefox for Enterprise common issues, documentation, how to troubleshoot issues and our SLA’s. | |||
* AirMo Research (Heather) AirMo Research Plan is underway with Survey & Usability studies being planned. Many thanks to all those in the #survey channel who contributed to the AirMo User Survey the team has launched. If you would like to be part of the upcoming usability study, please sign up here. [https://docs.google.com/document/d/1btpIIGzcp5dotjrEceLkLb3MteK7moJgCigLELRZV1U/edit] | |||
* JIRA Tooling (Mark) IT took another step in our Agile transformation journey! We completed our tooling POC and implemented JIRA as our solution. It provides a best in class tool to improve how we collaborate, plan, track and report business value and speed to market. As we continue to move forward our roadmap will drive our OKR to build our Agile practice focused on gaining efficiency in IT and value to our partners. | |||
* EOL for IRC in IT (Mark) IT will be moving to Slack channels as the primary contact interface for most services in H1 of 2019. This will be a phased approach from IRC channels, and we will notify members of the those IRC channels before those the channel is retired. The MOC and ServiceDesk IRC channels will be retired as of February 1, 2019. IRC Channel Comms [https://docs.google.com/document/d/1guDSunscdCqlWYn-yP1XLiTW4dDtibIxuoyJLb3r9GY/edit?usp=sharing] | |||
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==2019-01-28== | ==2019-01-28== | ||