I've had occasion this week to be revisiting a pattern that I've discussed on regular occasions with consulting colleagues, clients and other Atlassian Experts - whether to use JIRA as a product for a Service Desk pattern and the extent to which it helps an organisation with ITIL conformance. Whilst JIRA as a task and issues management system is tremendously flexible, working to make it an ITIL aligned service desk tool takes quite a bit of work and can't be done on some platforms readily or easily, depending on the depth of ITIL alignment you're chasing. The extent to which you need to use 3rd party plugins means it is only viable in OnPremise/Dedicated Hosting (i.e. don't try and do this in OnDemand, which is a controlled instance that constrains your plugin choices).
To help understand what the differences might be between using JIRA as a basic service desk tool for issue logging and workflow handling vs comprehensive ITIL coverage, we've collected a range of links for ease of reference, covering current state of play regarding ITIL support by Atlassian as well as some supplementary products that help bridge the gap. If you've got some extra posts that you'd like to recommend us to include, just drop us a comment below.
Jira and ITIL - recommended reads
Atlassians position on Support for ITIL Processes: see JRA-4700
Atlassian Answers: Jira and ITILv3
Atlassian Knowledgebase: Using Jira for Helpdesk or Support
Atlassian Blog: How Atlassian uses JIRA for Support
Martins Kemme - Using JIRA to support ITIL processes
Martins Kemme: SLA management for JIRA
We'll be posting more on this topic shortly - for now, regard it as a curated post of recommended links on the subject to help you in your own deliberations about how far to be chasing ITIL alignment with your JIRA platform. Clients already using Jira often like to leverage its flexibility to provide partial coverage of their ITIL needs, squeezing extra value from their platforms. But lets remember, its not a dedicated ITIL platform, though it can be tuned to provide some pretty good coverage of key elements.
Confluence 5 'Create' flow
A lot of the distributed project work we do is delivered using products from Atlassian. It does help that we're an Atlassian Expert, but using the tools to deliver and manage projects with our clients adds a layer of extra value. It's good to know where teams can hit limitations within projects to know when a tool is needed, or something else entirely, like some traditional face to face time. It's surprising how often we still encounter Australian businesses (including big ones) who continue to use email, shared word and excel documents, hitting Application sharing/Platform constraint issues (share as .doc or .docx?), version control management and lack of a joined up view of where a project is up to. Typical Collaboration Dysfunction and risky as an enterprise approach.
This is just a brief intro to the combinations of products that we use, with some of the videos that are routinely prescribed to new project team members who might not be used to the platforms or wiki based approaches to distributed collaboration.
Step 3. Deliver..
More on that in our next post..
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