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JIRA CMDB ITIL - support management system

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?

6 answers

1 accepted

1 vote
Answer accepted

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.

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/

 

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

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

 

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

Tx David for your answer!

 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.

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

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

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