Standards like ITIL define processes how to handle incoming inquiries, bug reports and change requests. This presentation shows some hints how to use and customize JIRA and Confluence to support such processes.

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Nutzung von Confluence und JIRA
Erfahrungen
Jörg Reichert (itemis AG)
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© itemis AG

2. Agenda
Nutzung von Confluence und JIRA
Anforderungen

Incident Management

Problem Management

Change Management

Release Management

Configuration Management

Erfahrungen
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
© itemis AG
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2

3. Anforderungen
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Szenarien: Feature Request , Change Request, Bug Report
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Lebenszyklus (Erfassen, Priorisieren, Zuordnen, Lösen, Testen, Releasen, Abrechnen)
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Auswertung / Nachverfolgung / Reporting
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 ITIL
© itemis AG
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4. ITIL
Definition
•
Sammlung guter Vorgehensweisen für das
IT service management (ITSM)
•
Ziel: Ausrichtung der IT Services an den
fachlichen Anforderungen
Aktuelle Version: ITILv3 (aka ITIL 2011 edition)
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© itemis AG
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5. Incident Management (1/2)
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Allgemein
© itemis AG
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5

6. Incident Management (2/2)
Abbildung im JIRA
•
eigener Issue Type
•
Interne Tickets aus Incident-Ticket erstellen
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Synchronisieren von Tickets
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Angepasster Workflow mit eigenen Zuständen
Offen
Klassifiziert
In Bearbeitung
Wartet auf Problem-/Change Management
Wartet auf Bestätigung vom Kunden
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Geschlossen
© itemis AG
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7. Problem Management (1/2)
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Fragen und Entscheidungen
© itemis AG
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7

8. Problem Management (2/2)
Abbildung im JIRA
eigener Issue Type
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eigener Workflow
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Verlinkt mit Incident-Ticket
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Ticket-Abhängigkeiten in Substrukturen abgebildet
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Tickets werden Arbeitspaketen zugeordnet
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Zusätzliches Feld für die Summe der Aufwände der untergeordneten Tickets
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8

9. Change Management (1/2)
(Nachziehen von) Änderungen / Updates
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Klassifikation / Priorisierung
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Dringlichkeit
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Komplexität (significant, major, minor, regular)
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Auswirkungen / Abhängigkeiten
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Kosten/Nutzen
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© itemis AG
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10. Change Management (2/2)
Abbildung in JIRA
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Unterscheidung zwischen zwei Issue Types:
•
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Änderungen durch neue fachliche Anforderungen
Workflow unterstützt Genehmigungsprozess und Qualitätssicherung
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Änderungen durch gemeldete Fehler
© itemis AG
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11. Release Management (1/2)
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Beschreibung
© itemis AG
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12. Release Management (2/2)
Abbildung in JIRA
JIRA Tickets mit Subversion verlinken
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JIRA Tickets mit Continuous Integration Server verlinken
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JIRA Versionen auf Release-Versionen mappen
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13. Configuration Management (1/2)
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Beschreibung
© itemis AG
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14. Configuration Management (2/2)
Abbildung im JIRA / Confluence
Confluence Gadget in JIRA Dashboard
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JIRA Issues Macro
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JIRA Gadget
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Trackbacks in JIRA und Confluence aktivieren
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Formular-Templates in Confluence
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Teile und Herrsche: Anlegen von Unterseiten in Confluence
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15. JIRA & Confluence
Erfahrungen und Interessante Erweiterungen
Copy-and-Move-Plug-in
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Ticket-Synchronisation
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Tickets Gruppen zuweisen
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Gantt-Chart-Plug-in
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JIRA Calendar Plugin
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Tempo (Timetracking und Billing mit Excel-Export)
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GreenHopper (SCRUM, Kanban)
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SLA Unterstützung (gibt es noch nicht)
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Aufwandsaggregation (selbst programmiert)
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Dokumenten-Management mit Confluence (selbst programmiert)
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15

16. Jörg Reichert
itemis AG – Niederlassung Leipzig
0151 173 96 690
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itemis AG | Am Brambusch 15-24 | D-44536 Lünen | www.itemis.de
© itemis AG
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