How to render a user-friendly IT Service Catalog to internal users with JIRA Projects/Components?

In ITIL world, we always talk about the importance of a user-friendly Service Catalog to end users.

While I'm considering introducing JIRA as our new ticketing system for not only IT Service Desk but also other teams in IT Department to replace the exisitng ITTL-based Service Management tool from CA Unicenter, I'm always asking myself the question of how to form a effective Service Cataloig in JIRA world as a good start.

Could you please share your suggestions or successful cases with your potential JIRA customer if possible?

2 answers

1 accepted

And keep a watch on Viewports. It's coming soon.

https://jira.atlassian.com/browse/JRA-27613

0 vote

A couple of my clients have implemented service catalogues as Jira projects - each "issue" within the catalogue is a service, they can attach fields and link to the issues when they are doing things like raising changes or decommissioning.

It's not ideal, as the interface in Jira remains quite fussy, and reporting a bit weak, but the advantages of linking, not having to write/maintain yet another system, and having everything in one place have outweighed those quite significantly.

Some clients have custom reports that dig information out of the service cataloge (e.g. a support project, where someone logs that system X goes bang, the report looks up system X in the catalogue and puts the relevant information on the incident wash-up report)

Hi Nic,

I understood your points. Could you please share some visulized examples if possible so that it could be much easier to come out mine?

Thanks,

Arnold

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