Makita–Iptor JIRA Ticket & Billing Process

Document Owner: Service Desk Manager
Version: 1.0
Effective Date: 07 August 2025
Audience: Iptor & Makita IT Team
Standards Alignment: ISO/IEC 27001:2013, ISO/IEC 20000:2018
Related Documents:

[JIRA Ticket User Guide (External Users)]
[Information Security Policy]
[Service Catalogue]

🔍 Purpose

To define the compliant and auditable process for initiating, tracking, and billing work carried out by Iptor on behalf of Makita. This protocol ensures data integrity, accountability, and alignment with international standards for information security and IT service management.

🔐 Policy Statement

This document forms part of Makita’s internal controls framework. It supports:

Secure work initiation via a single system of record (JIRA)
Clear traceability of all consulting engagements
Authorised work only, in alignment with contractual and compliance obligations

📋 Process Steps

Step Action 1 Makita raises a JIRA ticket for all Iptor-related work 2 Makita assigns a Makita Incident Number to the ticket 3 Iptor references both the JIRA ID + Incident Number when invoicing 4 For on-site work, a separate Incident Number will be issued 5 Existing JIRA tickets (pre-process) will be updated by Makita. If missing, Iptor must request the Incident Number from the ticket reporter

🚫 Non-Compliance

Iptor must not act on Makita email requests alone.
All work must be initiated in JIRA, logged with an Incident Number, and follow Makita’s authorisation protocols.

🛡️ Compliance & Control References

Standard Area Mapping ISO 27001:2013 A.12.1.1, A.16.1.5 Documented operational procedures; Incident handling ISO 20000:2018 Clause 8.2 Request and incident management lifecycle

🔄 Continual Improvement

This protocol will be reviewed annually by the Service Desk Manager and adjusted based on feedback, compliance audits, or process enhancements.