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. 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.
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