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What are the best practices to manage Infrastructure work that provides services to all other teams?

Hello,

Our Infrastructure team provides development services to all teams + they have their day-2-day operational work. What would be the best way to manage the different requests coming from all teams?

We have Infrastructure project in jira, which is not 'Product' oriented and used for on-going day-2-day operational work.

Our other JIRA projects are setup to be 'Product' oriented.

When product team member needs Infra services he either opens an issue in the existing Infrastructure project (and then links it to another duplicated issue on his project) OR opens an issue in his project, labels 'Infra' and assigns to Infra team member.

The disadvantages are:

  • Anyone that is not in Infra team can go and create/update issues in Infra project and it can create a mess sometimes. It's harder to manage
  • Having duplicate issues with linking between them is not convenient as you need to go for the 'Linked issue' to see the status and you have duplicated issues in the system
  • When they create the issue on their product project the big disadvantage is that the issue inherits the project workflow. Infra members end up handling issues from different workflows, which are not relevant to them

I would like to know if someone has tried to use the below direction and if it works well:

  • Create New Issue Type (i.e. Infra Task) and apply this type to all projects
  • This issue type will have its own workflow and screens
  • Each team can create Infra Task issues in their project, see it in their board and manage it
  • Infrastructure team will have a board that will present all Infra Task. They can manage and prioritize everything and it doesn't affect Infrastructure project which is used for other purposes

Any ideas for other best practices will be appreciated!

1 answer

0 votes
Craig Nodwell Community Leader Aug 02, 2022

Your second direction below is exactly what I would recommend you do.  This is an easy practice to follow.  You might also want to look at Jira Service Management.

@Meital I was interested reading your query and the solution that you were thinking of.  We are on same boat and looking to implement something for our Infra and DBA team. Can you shed some more ideas on your implementation of Infra board please. Any learnings, lessons learnt etc. 

We could really benefit from your ideas. Thanks much 

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