ITIL and Service Management support in Jira

Hi Guys,

I realize this topic has been raised several times throughout the past years:

How much of ITIL and Service Management Processes can be deployed using Jira? My taking of all posts I read so far is that Jira is in its heart an issue tracking system. While it could serve as a great Helpdesk/ Support ticketing system, it has very limited "out-of-the-box" features that support ITIL practices or things like integration with CMDB. One can of course use the customization power of Jira to have some of basic ITIL features implemented but this is not as powerful as dedicated tools such as OTRS etc.

So my question is, is this still the status quo or do we have some considerable changes in that area?

Many thanks for your help!

1 answer

the only thing I see as far asthe ITIL support is the workflow.

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