One is a tool, the other is a process. You can't really compare the two? I think the best answer I can give is that you can use the workflow from https://marketplace.atlassian.com/plugins/com.atlassian.workflow.bundles.itil or https://marketplace.atlassian.com/plugins/com.valiantys.jira.workflow.bundles.itil to implement ITIL in Service Desk
It depends on your business processes. Do you follow ITIL? Is it required? It's a strict requirement for some companies (form orders above) and they're implementing it as a best practice. However if that's not what you need it might not work out for you.
Get the workflows in a test instance and try them out? This will be the best way.
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 ...
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