JIRA
  1. JIRA
  2. JRA-4700

Improve Support for ITIL Processes

    Details

    • Type: Improvement Improvement
    • Status: Resolved (View Workflow)
    • Priority: Major Major
    • Resolution: Won't Fix
    • Affects Version/s: None
    • Fix Version/s: None
    • Component/s: Workflow
    • Labels:

      Description

      Originally developed in the UK, ITIL defines a set of best practices for IT service management, including Service Support. My company is implementing ITIL service support processes and my impression is that ITIL is becoming quite popular in the IT industry. We have looked at a couple of "ITIL tools", Infra and Remedy, and they have an impressive feature list but are priced way out of our range. We like JIRA and the price is right but it doesn't quite fit with ITIL. We believe we can customize JIRA to fit reasonably well but it would be nice if Atlassian took a look at ITIL and made a few changes to improve the support "out of the box". As we go through our customization of JIRA, I hope to be able to log more specific change requests.

      Atlassian Status as of 08/07/2010

      Thanks to all for your continued comments on this issue. However at this time we are not planning to implement ITIL support into JIRA. Please feel free to keep commenting on this issue as we are watching it.

        Issue Links

          Activity

          Hide
          Neil McFarlane added a comment -

          I'm in full agreement that a plug-in supporting ITIL would be fantastic. That said, I'm aware that ITIL is not trivial to implement.

          Has there been any consideration for a modular approach? Perhaps, at first, a plug-in could be made to handle only Incident Management. Should it prove profitable, further plug-ins (Problem Management, Change Management etc.) could be developed.

          Show
          Neil McFarlane added a comment - I'm in full agreement that a plug-in supporting ITIL would be fantastic. That said, I'm aware that ITIL is not trivial to implement. Has there been any consideration for a modular approach? Perhaps, at first, a plug-in could be made to handle only Incident Management. Should it prove profitable, further plug-ins (Problem Management, Change Management etc.) could be developed.
          Hide
          Johan Vereecken added a comment -

          I second Mike Curwen's comment on 06/Jul/10.

          As more and more companies are looking towards ITILv3 (especially since ISO20000 certification is possible) it seems strange to me that Atlassian is not interested to extend this marvellous product.
          I don't know on what inquiry "...is not something the majority of our existing customer base requires." is based, but I'm not interested in having my people to use 2 systems for basically about the same thing. I'm also not interested in spending a 100k-euro for other systems.

          Though there is a small light at the end of the tunnel: http://martinskemme.wordpress.com/2009/02/01/using-jira-to-support-itil-processes/.

          IMHO it's an extension to Jira not bothering those who don't want to use it. But we're users of Jira & Confluence, not developers, so my opinion might be wrong.

          Show
          Johan Vereecken added a comment - I second Mike Curwen's comment on 06/Jul/10. As more and more companies are looking towards ITILv3 (especially since ISO20000 certification is possible) it seems strange to me that Atlassian is not interested to extend this marvellous product. I don't know on what inquiry " ...is not something the majority of our existing customer base requires. " is based, but I'm not interested in having my people to use 2 systems for basically about the same thing. I'm also not interested in spending a 100k-euro for other systems. Though there is a small light at the end of the tunnel: http://martinskemme.wordpress.com/2009/02/01/using-jira-to-support-itil-processes/ . IMHO it's an extension to Jira not bothering those who don't want to use it. But we're users of Jira & Confluence, not developers, so my opinion might be wrong.
          Hide
          Jennifer Robinson added a comment -

          My organization is currently defining processes for ITIL problem management and change management. We already use JIRA for bug tracking, so it would be great to be able to use it for problem and change management too. We can't afford any other tools. I understand in principle how to define custom issue types, workflows, statuses, etc. but there is no one in the organization who has much experience doing this. I would really like to have a plugin that supports a generic version of these ITIL processes.

          Show
          Jennifer Robinson added a comment - My organization is currently defining processes for ITIL problem management and change management. We already use JIRA for bug tracking, so it would be great to be able to use it for problem and change management too. We can't afford any other tools. I understand in principle how to define custom issue types, workflows, statuses, etc. but there is no one in the organization who has much experience doing this. I would really like to have a plugin that supports a generic version of these ITIL processes.
          Hide
          Gareth Crispin added a comment -

          stop faffing, and implement it... we all want it!

          Show
          Gareth Crispin added a comment - stop faffing, and implement it... we all want it!
          Hide
          Andreyev Dias de Melo added a comment -

          The planning to improve ITIL support changed because Atlassian release JIRA Service Desk?

          Show
          Andreyev Dias de Melo added a comment - The planning to improve ITIL support changed because Atlassian release JIRA Service Desk ?

            People

            • Assignee:
              Unassigned
              Reporter:
              Ken Warkentyne
            • Votes:
              56 Vote for this issue
              Watchers:
              71 Start watching this issue

              Dates

              • Created:
                Updated:
                Resolved: