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JIRA CMDB ITIL - support management system

Koen Van Loo Nov 02, 2011

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
Przemek Wysota Nov 05, 2013

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.

10 votes
Raj Jalan May 16, 2016

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/

 

Pete Smith May 16, 2016

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

1 vote
Simon Simon Dec 05, 2011

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

1 vote
David Dunaway Nov 27, 2015

 

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

Koen Van Loo Nov 29, 2015

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

0 votes
Danny Baute Sep 11, 2015

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

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