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

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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.

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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. 

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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

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

Tx David for your answer!

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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

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

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