How can I reserve capacity for support work in JIRA portfolio?

We are promoting JIRA portfolio to our customers.

One of the questions we get most often is for reserving capacity for support. While planning the future, most customers reserve a certain percentage (for example 10% of) team's capacity for support of completed projects. This can be taken as reserving 1 out of 10 men in the team for support or reserving 10% of each man's time each week/month/period for support. Of course this percentage varies from team to team.

The question is: How can we integrate this kind of planning into JIRA portfolio?


1 answer

If you use story points for your JIRA Issues, over time the work not tied directly to a task should show up in your velocity and can be planned implicitly. 

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