@rishi.dutta Based on what you shared this is how I would set it up based on some assumptions. Let me know if you have any questions.
I would construct processes to meet specific needs of your three teams.
- Team One - Support (Assumption - First line of defense that handles issues, bugs, etc.)
- Team Two - Professional Services (Assumption - Handle projects, product enhancements, operational work, etc.)
- Team Three - Customer Channel Managers (Assumption - Need to know what is happening, communicate with the customers, help provide insights on competing priorities from the customers, need insights into everything, etc..)
Base in the teams and the assumptions. I would do the following.
Jira Service Management - Support would primarily work here.
I would setup a Jira service desk so that I can have an intake process for all requests. (Bug Feature Request, etc.) You could also use it to raise requests about work you are doing operationally to keep customers informed.
I would build out solid processes on how each request type needs to be handled, SLAs, and what teams are involved.
I would develop a change management process on how to handle new requests. Once this is in place you can test it out internally and then use it to establish standards with the customers.
All of these processes can be built out in Jira Service Management Workflows to help ensure that they are followed. Remember to keep them as simple as possible.
Jira Software - Professional Services would primarily work here.
After requests have gone through the change control process and are approved to move forward you can create a linked Epic or Story in Jira that can then be used to track the work. For larger projects you can create a project to track all the work and link it back to the service management issue through an issue in the project. You might also have a project for all the operational work to help quickly report on it.
Then the professional services team can work on the product enhancements, major fixes, projects in this space and keep the support team and customers updated on the work through the Jira Service issue.
When issues comer in from the service desk they would need components placed on them to identify the company the work is for, I would suggest creating other components for things that are important to track and having issue types for things like break fixes, maintenance, enhancement requests, etc. You should also have workflows that help ensure high quality work that follows internal processes.
You can use boards and / or sprints to help organize work and track it's progress. This can help keep your team members focused on the work that needs to get done and ensure it is moving forward in a timely manner.
Boards, Sprints, Dashboards - Customer Channel Managers
My customer channel managers would be informed about everything that is happening through the boards and / or sprints. I would also create custom dashboards were they can see issues in the service desk and the Jira projects for specific customers. This will allow them to communicate with the customer, ensure proper priorities are in place and your teams are working the proper work and help them see the bigger picture.
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