How to setup Jira for my firm

Question

Hi There,

My company is looking for a workflow solution and JIRA should be the most suitable solution for my organization. All looks good and promising but I have two questions on how Jira should be set up for my firm.

We want to use Jira to manage our inhouse applications support and development projects. Here we have business teams (different departments using different inhouse systems) and IT teams take care of each application and infrastructure team take care of all servers.

IT Application teams are all in one team, they take care of L1 and L2 support plus development. So my first question 1) is whether I should use Jira Service Desk or Jira. Because they do both. Application team in DevOps direction.

And the second question will be, 2) whether I should setup Jira project per department. Like project IT should hold all application teams and infrastructure team? So the business team could raise a ticket to IT through one Jira project and all resource and assignment could be made within that IT project.

We are new to the new JIRA and so it will be great if anyone could shed some lights for our use cases.

Kan

Bastian Stehmann · Answer

Hi,

I'll try to answer your questions.

1 if you want to use Scrum or Kanban, you'll need a mix os Jira Servicedesk and Software, as those are included in Jira Software only.

1.1 this is possible, there are multiple ways to make this possible. You can use the existing request or create a clone in a separate project and assign that.

1.2 you can also achieve this.

1.3 yes, a mix of Scrum and Kanban is possible.

I'm sure your local partners will be glad to help you. You can find them here

https://partnerdirectory.atlassian.com/?lang=en-us

Kan Wong · Answer

Hello, @Bastian Stehmann

Thank you so much for coming back so quickly. I agree with your suggestion that the service desk setup could support some of our use cases but still, there are some outstanding.

We would like to deploy Jira and in order to expose a bit more and application, will that possible we can talk to the local consultant or technology partnerships to cover our use cases to figure out the most suitable setup? There are a few use cases listed below.

1. User raise a ticket (it could enquiry, production issue, new request etc) - Kanban

1.1 - enquiry, agent will need to assign it to the corresponding team (infra or application).

1.2 - production issue, the agent will need to assign to multiple teams to look at the symptom and collaboration among teams for troubleshooting.

1.3 - new request, the agent will need to assign to the corresponding team. and the specific team product/team lead will pick it up from their backlog and prioritize it. Assign to corresponding developers for estimation and so the business could sign off the estimation based on the story points estimation. 1.3 to me will be Scrum instead of Kanban. How that could be done if the whole IT department is under one project, will JIRA allow mixture of Kanban and Scrum within the same project?

Those some of the questions we have and great if we can meet someone to talk about our expectation.

Thanks a lot and look forward for the next response.

Kan

Bastian Stehmann · Answer

Hi @Kan Wong ,

It seems that you are looking for a service desk, so I would choose Jira Service Desk.

You need only a seat for the agents (the ones answering the request), but not for all people from the business units.

I would create one project for the IT support, so that all IT requests can be handled there.

Later you might have a project for HR or other teams.

Additional you might want to have Jira Software projects for some applications or so where you can have larger tasks regrading that application and link them to request in the service desk.