It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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!

1 vote
Andre Lehmann Community Leader Nov 30, 2015

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.

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Off-topic

Friday Fun: Virtual dance party!

Do dance parties help you relieve stress? How about *virtual dance parties*? My team holds virtual dance parties to brighten the mood of a tough day or celebrate an upcoming weekend.  Want t...

180 views 21 9
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you