Does Jira Service Desk do these things...

The company I work for is potentially looking for a new service desk product, and I suggested Jira Service Desk as I love the work you guys have done with the product.

What I got back from management was though:

"It does have a competent Service Desk capability, however it also lacks other ITIL attributes such as CMDB, multi work-flow, segregation and problem, request and change management. For small organisations Jira is a credible option, however our needs are more complex"

From what I'm aware of Jira Service Desk does have these, all within easy reach:

CMDB - ?????????  Is this it https://youtu.be/ZNgpN3YUVHc ?

Multi work-flow - https://www.youtube.com/watch?v=DYLMPHC9jcQ - anything better than this?

Problem/Request/Change - https://youtu.be/4ndSvMCEfZk

Any comments and suggested info I can provide back would be appreciated. 

1 answer

Hi James

1. CMDB - ?????????  Is this it https://youtu.be/ZNgpN3YUVHc ? - You can achieve this through customfields and prepopulated values to the suystem using some code or you can use insight plugin for JIRA servicedesk for asset managementhttps://marketplace.atlassian.com/plugins/com.riadalabs.jira.plugins.insight/server/overview

2. Multiworkflow - Each issuetype can have individual workflow, but not individual workflow based on roles. 

3. Problem/Request/Change can be managed and configured based on issuetype using Component.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Jan 08, 2019 in Jira

How to Jira for designers

I’m a designer on the Jira team. For a long time, I’ve fielded questions from other designers about how they should be using Jira Software with their design team. I’ve also heard feedback from other ...

1,152 views 5 10
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you