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

-

Szenarien: Feature Request , Change Request, Bug Report

-

Lebenszyklus (Erfassen, Priorisieren, Zuordnen, Lösen, Testen, Releasen, Abrechnen)

-

Auswertung / Nachverfolgung / Reporting

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 ITIL

© itemis AG

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3
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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4
Incident Management (1/2)

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Allgemein

© itemis AG

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5
Incident Management (2/2)
Abbildung im JIRA

•

eigener Issue Type

•

Interne Tickets aus Incident-Ticket erstellen

•

Synchronisieren von Tickets

•

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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6
Problem Management (1/2)

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Fragen und Entscheidungen

© itemis AG

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7
Problem Management (2/2)
Abbildung im JIRA

eigener Issue Type

•

eigener Workflow

•

Verlinkt mit Incident-Ticket

•

Ticket-Abhängigkeiten in Substrukturen abgebildet

•

Tickets werden Arbeitspaketen zugeordnet

•

Zusätzliches Feld für die Summe der Aufwände der untergeordneten Tickets

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•

© itemis AG

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8
Change Management (1/2)

(Nachziehen von) Änderungen / Updates

•

Klassifikation / Priorisierung

•

Dringlichkeit

•

Komplexität (significant, major, minor, regular)

•

Auswirkungen / Abhängigkeiten

•

Kosten/Nutzen

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•

© itemis AG

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9
Change Management (2/2)
Abbildung in JIRA

•

Unterscheidung zwischen zwei Issue Types:

•
•

Änderungen durch neue fachliche Anforderungen

Workflow unterstützt Genehmigungsprozess und Qualitätssicherung

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Änderungen durch gemeldete Fehler

© itemis AG

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10
Release Management (1/2)

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Beschreibung

© itemis AG

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11
Release Management (2/2)
Abbildung in JIRA

JIRA Tickets mit Subversion verlinken

•

JIRA Tickets mit Continuous Integration Server verlinken

•

JIRA Versionen auf Release-Versionen mappen

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•

© itemis AG

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12
Configuration Management (1/2)

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Beschreibung

© itemis AG

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13
Configuration Management (2/2)
Abbildung im JIRA / Confluence

Confluence Gadget in JIRA Dashboard

•

JIRA Issues Macro

•

JIRA Gadget

•

Trackbacks in JIRA und Confluence aktivieren

•

Formular-Templates in Confluence

•

Teile und Herrsche: Anlegen von Unterseiten in Confluence

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•

© itemis AG

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14
JIRA & Confluence
Erfahrungen und Interessante Erweiterungen

Copy-and-Move-Plug-in

•

Ticket-Synchronisation

•

Tickets Gruppen zuweisen

•

Gantt-Chart-Plug-in

•

JIRA Calendar Plugin

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Tempo (Timetracking und Billing mit Excel-Export)

•

GreenHopper (SCRUM, Kanban)

•

SLA Unterstützung (gibt es noch nicht)

•

Aufwandsaggregation (selbst programmiert)

•

Dokumenten-Management mit Confluence (selbst programmiert)

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© itemis AG

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15
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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Using JIRA and Confluence to support ITIL like processes

  • 1. ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● Nutzung von Confluence und JIRA Erfahrungen Jörg Reichert (itemis AG) ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● © itemis AG
  • 2. Agenda Nutzung von Confluence und JIRA Anforderungen  Incident Management  Problem Management  Change Management  Release Management  Configuration Management  Erfahrungen ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●  © itemis AG ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● 2
  • 3. Anforderungen - Szenarien: Feature Request , Change Request, Bug Report - Lebenszyklus (Erfassen, Priorisieren, Zuordnen, Lösen, Testen, Releasen, Abrechnen) - Auswertung / Nachverfolgung / Reporting ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●  ITIL © itemis AG ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● 3
  • 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) ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● • © itemis AG ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● 4
  • 6. Incident Management (2/2) Abbildung im JIRA • eigener Issue Type • Interne Tickets aus Incident-Ticket erstellen • Synchronisieren von Tickets • Angepasster Workflow mit eigenen Zuständen Offen Klassifiziert In Bearbeitung Wartet auf Problem-/Change Management Wartet auf Bestätigung vom Kunden ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● Geschlossen © itemis AG ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● 6
  • 7. Problem Management (1/2) ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● Fragen und Entscheidungen © itemis AG ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● 7
  • 8. Problem Management (2/2) Abbildung im JIRA eigener Issue Type • eigener Workflow • Verlinkt mit Incident-Ticket • Ticket-Abhängigkeiten in Substrukturen abgebildet • Tickets werden Arbeitspaketen zugeordnet • Zusätzliches Feld für die Summe der Aufwände der untergeordneten Tickets ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● • © itemis AG ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● 8
  • 9. Change Management (1/2) (Nachziehen von) Änderungen / Updates • Klassifikation / Priorisierung • Dringlichkeit • Komplexität (significant, major, minor, regular) • Auswirkungen / Abhängigkeiten • Kosten/Nutzen ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● • © itemis AG ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● 9
  • 10. Change Management (2/2) Abbildung in JIRA • Unterscheidung zwischen zwei Issue Types: • • Änderungen durch neue fachliche Anforderungen Workflow unterstützt Genehmigungsprozess und Qualitätssicherung ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● • Änderungen durch gemeldete Fehler © itemis AG ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● 10
  • 12. Release Management (2/2) Abbildung in JIRA JIRA Tickets mit Subversion verlinken • JIRA Tickets mit Continuous Integration Server verlinken • JIRA Versionen auf Release-Versionen mappen ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● • © itemis AG ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● 12
  • 14. Configuration Management (2/2) Abbildung im JIRA / Confluence Confluence Gadget in JIRA Dashboard • JIRA Issues Macro • JIRA Gadget • Trackbacks in JIRA und Confluence aktivieren • Formular-Templates in Confluence • Teile und Herrsche: Anlegen von Unterseiten in Confluence ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● • © itemis AG ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● 14
  • 15. JIRA & Confluence Erfahrungen und Interessante Erweiterungen Copy-and-Move-Plug-in • Ticket-Synchronisation • Tickets Gruppen zuweisen • Gantt-Chart-Plug-in • JIRA Calendar Plugin • Tempo (Timetracking und Billing mit Excel-Export) • GreenHopper (SCRUM, Kanban) • SLA Unterstützung (gibt es noch nicht) • Aufwandsaggregation (selbst programmiert) • Dokumenten-Management mit Confluence (selbst programmiert) ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● • © itemis AG ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● 15
  • 16. Jörg Reichert itemis AG – Niederlassung Leipzig 0151 173 96 690 ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● itemis AG | Am Brambusch 15-24 | D-44536 Lünen | www.itemis.de © itemis AG ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●