Ranger4 DevOps Blog

Atlassian JIRA Service Desk - now ITIL Certified

Posted by Helen Beal on Thu, Jul 28, 2016 @ 10:07 AM

If you know us well here at Ranger4, you'll know that we are big proponents of the role of ITSM in DevOps - you may have already read one of our blogs or attended one of our webcasts on the "harmonious, polygamous marriage" of Agile, Lean and ITSM that makes devops. And one of the many reasons we are delighted to be an Atlassian Expert partner is because of their commitment to the IT value chain too.

So it's great news that the Jira Service Desk solution has achieved ITIL certification. It's been certified in four processes from PinkVerify ™ and Axelos™. 

This is important because many IT teams first ask when thinking about adopting a new ITSM tool: "Will it support ITIL? "

ITIL certification is a reassurance the product is capable of supporting ITIL processes. ITIL is the gold standard for IT teams around the world. It’s an integrated set of best-practices processes framework for delivering IT services to customers. ITIL’s primary objective is maximizing value to the business by aligning IT resources with business needs. It's sometimes misunderstood when organisations try to apply it rote to their processes, rather than customising it according to their unique needs. This is something we often help organisations do - as well as understand how to make Service Management Agile - check out our Agile Service Manager and Agile Process Owner courses.

JIRA Service Desk 3 passed ITIL for PinkVerify™ 2011 and ISS Bronze ITIL certifications for the following processes: 

  • Request fulfillment
  • Incident management
  • Problem management
  • Change management

To attain the PinkVERIFY™ certification, a software vendor must satisfy 100% of the mandatory and integration criteria for the process being verified. JIRA Service Desk was assessed against ITIL-compatible product features, terminologies, workflow and functional requirements and other criteria.

Atlassian focused on core ITIL processes that matter most to service desk teams. There are other processes that may address in the future (i.e. knowledge management), but Atlassian wanted to ensure the commonly adopted ITIL processes were addressed initially.

Want to know more? Read this blog about '4 Ways to Use Knowledge Management for ITIL Processes', email me at helen.beal@ranger4.com. Or hit the big button below!

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Topics: Atlassian, JIRA Service Desk