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.