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one vs multiple projects

We are a service provider offering IT services for many customers (B2B). For the customers we offer both individual solutions and product-based solutions that we develop ourselves.

Each product is organized in a "JIRA software" project. These Scrum teams have no customer contact.

For the services we provide to our customers, we implement "JIRA service management" on premise - for incidents, service requests and changes.

Unfortunately, we do not have the ability to have every issue implemented 100% by a cross-functional team. We are now faced with the challenge

  • of having to decide whether all customer requests should be organized in a single project
  • or whether we should set up different projects.

There are also requests, for example larger customer projects, that need to be distributed across different teams or skill groups.

What solutions does "JIRA Service Management" in conjunction with "Jira software" offer here? Are there any best practices?

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