FAQ - Is JIRA ITIL Conforming?
Friday, 01 January 2010 00:00
ITIL is a framework for service delivery - as such it can be implemented in your business with the help of a number of tools.JIRA is not really an "ITIL" tool - it's for issue tracking mainly... however, many organisations are using JIRA to Support their ITIL process.
ITIL talks about incidents / changes / releases as tickets. A Ticket contains all the information about that particular request. This can map to the JIRA issue.
With Workflow configuration, permissions, groups, projects, tasks and customizations, JIRA can be made to conform to a standard ITIL incident / release / change management process.
However, some might argue that it's trying to fit a square peg in a round hole - i.e. it's not perfectly suited to it... It's just a matter of how much customization you're willing to put up with.
On the other hand, commercial grade "ITIL" systems such as HP Service Desk, Mercury Kintana, CA Service Desk, etc. are hundreds of thousands of dollars... So JIRA may not be such a bad bet for a small to medium size organisation.
