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Questions about using JIRA service desk to follow the ITIL framework.

Hi Everyone.

I already know that I can use JSD to manage incidents, problems, changes,  service requests and also release management.  I can also set up a CMDB using a JIRA plugin.

However, how can I use JSD for the following ITIL processes - are there any plugins available?

Capacity Management - To measure the capacity of our infrastructure in AWS and, if it exceeds a threshold (e.g. hard drive full), create an incident ticket automatically in our JSD - are there any marketplace plugins?

Availability Management - To measure the availability of our infrastructure in AWS and, if it goes below an agreed threshold (e.g. less than 99.9%), create an incident ticket automatically in our JSD - are there any marketplace plugins?

Information Security Management - Would Confluence be alright for this, or is it more for Atlassian Access? Are there any marketplace plugins?

Supplier Management - Could this be done in Confluence? Are there any marketplace plugins?

Demand Management - To see the demand on our infrastructure and plan accordingly according to business trends.  It would be nice if the demand could somehow be integrated with our JSD, but I am not sure how - hence this series of questions!

Any help is much appreciated.

Many thanks - Ian

3 answers

1 accepted

1 vote
Answer accepted
DPK J Community Leader Aug 18, 2019

@Ian Walker

Jira service desk itself is ITIL Certified and there are lots of workflow available on bottom of this page to help you get started.

If somehow JSD natively doesn't fulfill your requirement, you can explore plugins available for ITIL Process management for service desk and Jira in marketplace, checkout this link for that


Hopefully this resolve your query.

Hi @DPK J .

Thanks for replying.  I already have JSD set up for Change, Problem, Release, Service Request.  It's just the non-helpdesk parts above that I need help with and I was wondering what other Atlassian tools or services can plug in to JSD to help me with the above ITIL processes. 

Regards - Ian

DPK J Community Leader Aug 19, 2019

@Ian Walker

Look at plugins, like `Insight - Asset Management` ( and other offering by this vendor `Riada` (

They cover most of your problems. You can connect with them, they are Atlassian Top Vendor. (I am not associated with them in any way)

On `Information Security Management` confluence is great place.

Like Ian Walker likes this

Thanks @DPK J .

I will take a look.

@Ian Walker

You should definitely have a look at our Jira app Golive | Test Environment Management for your Infrastructure Demand Management. Don't hesitate to contact me for a demo.



0 votes
Esther Strom Community Leader Feb 03, 2020

This is a bit late; I found your question while looking for something else. But you might take a look at OpsGenie; it has integrations with hundreds of other technologies including AWS, and, since it's an Atlassian product, can fully integrate with Jira (including Service Desk.)

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