Hi Everyone,
If you take a look on your Goal Setting form, it's obvious that we have to log all new request (both implementation or decommissioning request) either it's requested by stakeholders/ users or initiated by our own team. I really want to get your input on how we can properly log every request.
Why this is important?
There will be 2 key benefits by collecting all request as our data. First, we can later analyze the trends based on the data. And, second, we can start measuring the performance of each ticket and plan an improvement initiative.
What you need to do?
Eventually, we expect that no changes are made without corresponding JIRA tickets approved by Requester's Manager and IT Infrastructure Manager. Hence please make sure that all request are logged into JIRA.
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For example:
if we are asked by someone from the Product Team to establish a new VPN tunnel from the office network to our business partners network (such as Bank or Credit bureau), we have to ask them to open the JIRA ticket first involve his/ her manager as approver.
OR
if Rozi or vendors want to change a configuration on WiFi controller to accommodate NAC implementation, we also have to open the JIRA ticket first, pick me as approver.
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Which JIRA we potentially use?
While are reviewing the best tooling to capture all new project/ implementation request, let's practice this new way of working with our existing JIRA. This JIRA was intended for Corp. IT - New Service Request. Some people have used this portal by the way.
We can later discuss how to improve the approach.
What you should not do?
Finally,
If you have better idea, please raise it here, and we can discuss. If there is no concern, we can start doing this practice from now on.
Thanks and Best Regards,
Armando