Best Practice for global client services team

[Megan Liou]

Hi,

I hope you're doing well. I would like to get your feedback on the best way to structure a Jira project.

For context, we have three client services teams: US, EMEA, and APAC, each managed by their respective managers. These teams handle both regional and global projects/tasks.

What would be the best setup in this case? Should we create separate Jira projects for US, EMEA, and APAC, or can we manage everything within a single project, such as Global IT Client Services?

Thank you for your insights!

[Danut M _StonikByte_]

Hi @Megan Liou,

Both approaches can work. But I would go with a single Jira project with 3 components: US, EMEA, APAC. And eventually a 4th component Global. The Component field must be set as a required field and added to the issue creation/view screens.

This will simplify the administration, will align the workflows across teams, and your customers will have the same user experience. To make the split of the tasks between teams, each team should use their own filters that includes only the issues from their component(s).

Danut.

[Megan Liou]

Thank you Danut. 

[Rudy Holtkamp]

Hi @Megan Liou ,

This is a big questions which deserves more follow-up questions. So my primary response is that you contact a solution partner which can guide you and select the best way forward.

One of these questions would be if there will be a hand-over of issues from one service team to the next, because then the solution proposed by @Megan Liou will not suffice.

Just my 2cts.

[Megan Liou]

No hand-over. 

[Tinker Fadoua]

@Megan Liou 

3 different projects that will share the same configuration. It will save you from lot of maintenance.

They may have some slight differences that can be added in labels or components.

Best,

Fadoua