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We are a consulting company working for many different customers to help them to reach their goal in term of security, mass management, identity federation, etc.
We are getting more and more works here and it's start to be hard to keep our usual quality of services without modern methods. That's the reasons we took Jira Core, Software and Service Desk in addition to Confluence. Thankfully, we are at the exact size needed to keep all those things free for us (thanks a lot Atlassian for that BTW).
So far, we are already structured in our way of working, we have written SOP for most of the repetitive tasks we do such as:
The process we have is quite good and reliable, however, a PDF don't really help to keep the track of what is done and what isn't. Especially when you works on multiple setup during the week.
That's the reason we are looking for a better way to work, especially with the help of Jira.
We already moved our support system to Jira Service Desk and we are happy with that. Now it's time for the next step and I would like advises and feedback on how to configure the solution for such a purpose.
Here is for example an idea of a MDM project tasks:
But all of this obviously have dependencies. Basically:
In term of organization, I would like to keep one Jira Project per customer, to keep things simple in term of info access method. And in those projects, have a way to import standardized patterns for "operations" like those when needed.
What would be your recommendations for that? Did you do something equivalent? Any pitfall you may want to warn me?
A link to a training or a KB is a valid answer too if you think it's in the doc and I've missed it.