JIRA CMDB ITIL - support management system

[Koen Van Loo]

Is there anyone who whas implemented JIRA as a first/second/third Line Support helpdesk system?

Do you have implemented ITIL principles ?

Do you have integrated a CMDB with JIRA ?

Is it a good story or would you recommend other products?

[Przemek Wysota · Accepted solution]

Hi,

We use Ralph - http://ralph.allegrogroup.com/ - Open Source developed by Allegro Group internally and shared.
So far it is used for 1+ year, and we are about to "next stage" - closer integration with dedicated plugin.

As for ITIL - we have IM, PM, ChM in JIRA, although "agiled" a bit.

[Raj Jalan]

You can use JIRA service desk and Device42 as CMDB for ITIL/ITSM. Device42 integrates with both JIRA or JIRA service desk. It also integrated with Confluence. More details: http://www.device42.com/integrations/jira/

[Pete Smith]

Device42 is a great product for the price!  It has treated our team very well. 

[Andre Lehmann]

I saw this: https://marketplace.atlassian.com/plugins/com.riadalabs.jira.plugins.insight/server/overview

Maybe that could be nice solution for a "all in Jira"-Solution

[David Dunaway]

Insight is another CMDB that you can use with JIRA. Works well. Has an API. 

[Koen Van Loo]

Tx David for your answer!

[Cheryl]

 Looks like it is an expensive option since it is charged per JIRA user not CMDB user. Also the cloud version of Insight doesn't seem to be working yet based on the reviews.

[SimonS]

Hi Koen,

We've implemented JIRA as our first line helpdesk system. The details are here:

http://confluence.atlassian.com/display/Support/How+Atlassian+Uses+JIRA+for+Support

I can't speak about CMDB, but many JIRA users have implemented ITIL with JIRA:

http://forums.atlassian.com/thread.jspa?messageID=257279575

-Simon

[Danny Baute]

Any luck with this project? We are looking for the same type of integration. CMDB and a Service Catalog.