Ticketing System

Im looking someone who knows very well JIRA SERVICE MANAGEMENT To configure a Basic Ticketing System for IT Department. 1. Purpose The purpose of this document is to define the functional, technical, and operational requirements for the IT Department Ticketing System of Microfinance Bank, to be implemented in Jira Service Management (JSM). The system will support internal users (bank staff) in logging, tracking, and resolving IT-related issues and requests, enabling efficient incident management, service requests, change control, and reporting. 2. Scope The ticketing system will: • Cover all IT support services for internal staff in all branches and HQ. • Handle: o Incidents (unplanned disruptions to IT services) o Service Requests (standard requests like password reset, new software install) o Change Requests (controlled modifications to systems) o Problems (root cause investigations for recurring issues) • Be accessible via: o Web portal o Email integration o Phone (manually logged by IT Helpdesk) • Integrate with Microfinance Bank’s internal authentication for user identity. • Provide dashboards and reports for IT managers and compliance. 3. Stakeholders Role Responsibility IT Department Head Approves workflows, SLAs, escalation rules IT Support Team Lead Manages day-to-day ticket assignments IT Support Staff Resolves tickets and updates statuses Jira Administrator Configures and maintains the system Bank Staff (End Users) Submits requests and issues Compliance & Audit Ensures adherence to policies 4. Project Objectives 1. Centralize all IT service requests and incidents in one platform. 2. Improve ticket resolution times and reduce SLA breaches. 3. Enable tracking and reporting for operational, compliance, and audit needs. 4. Support ITIL-aligned processes for incident, request, and change management. 5. Request Types & Categories In JSM, request types will be mapped to ITIL processes. 5.1 Incident Categories • Core Banking System Issues • Network Connectivity Problems • Hardware Malfunction • Email/Office 365 Issues • Security Alerts (Phishing, Malware, Unauthorized Access) 5.2 Service Request Categories • New User Account Creation • Password Reset • Software Installation/Upgrade • Access Permission Request • Equipment Request (Laptop, Monitor, Peripheral) 5.3 Change Request Categories • Core Banking Patch Deployment • Network Configuration Change • Security Policy Updates • Application Feature Release 5.4 Problem Categories • Recurring System Downtime • Chronic Network Slowness • Recurrent Application Errors 6. Jira Service Management Configuration 6.1 Project Setup • Project Type: Service Management • Template: IT Service Management (ITSM) • Name: IT Support – Microfinance Bank • Key: ITSUP 6.2 Request Types in Portal For each category, create Request Types with: • User-friendly name • Linked issue type (Incident, Service Request, Change, Problem) • Customized form with relevant fields Example: Request Type: Password Reset Linked Issue Type: Service Request Form Fields: • Username / Email • System / Application Name • Urgency (Low, Medium, High) 7. Workflows 7.1 Incident Workflow 1. New → 2. In Progress → 3. Pending User Input → 4. Resolved → 5. Closed Automation: Auto-close after 5 days in Resolved if no response. 7.2 Service Request Workflow 1. Submitted → 2. Approval Needed? (Yes → Waiting for Approval / No → Processing) 3. In Progress → 4. Completed → 5. Closed 7.3 Change Request Workflow 1. Draft → 2. CAB Review → 3. Scheduled → 4. Implementation → 5. Review → 6. Closed 8. SLAs SLA Name Measurement Start Target Time Applicable Issue Type Incident – Critical Ticket Creation 2 hours Incident Incident – High Ticket Creation 4 hours Incident Service Request – Standard Ticket Creation 1 business day Service Request Change Request – Normal Approval 5 business days Change Request 9. Fields & Forms 9.1 Common Fields • Summary • Description • Priority (Critical, High, Medium, Low) • Affected System • Reporter • Assignee • Branch / Department 9.2 Conditional Fields • If “Change Request” → Impact Analysis, Risk Level, Rollback Plan • If “Incident” → Incident Category, Urgency 10. Automations • Auto-assign incidents by category to specialist queues. • Notify requester upon status change. • Escalate to IT Lead if SLA breach imminent. • Auto-close resolved tickets after defined period. 11. Permissions • End Users: Create, view own tickets, comment. • IT Support: View/transition assigned tickets. • IT Lead: Manage queues, reassign tickets, override workflow. • Admin: Configure system, manage SLAs, create reports. 12. Reporting & Dashboards • Tickets by status, category, priority. • SLA compliance rate. • Average resolution time. • Top 10 recurring issues. • Pending approvals. 13. Governance & Maintenance • Quarterly review of SLAs and workflows. • Monthly reporting to IT Head. • Annual audit of system compliance. • Backup & disaster recovery procedures for Jira. 14. Implementation Phases 1. Planning & Requirements Gathering – Stakeholder interviews. 2. Jira Configuration – Project, workflows, fields, permissions. 3. Pilot Launch – Limited group of users. 4. Training & Documentation – User manuals and staff training. 5. Full Rollout – All branches and HQ. 6. Continuous Improvement – Post-launch reviews and optimizations.

ID del proyecto: 39709415