JIRA Service-Desk

2016: Certification on requirements of ITIL

On December 15, 2016 the Atlassian company announced certification of JIRA Service Desk 3 on four key processes within techniques of PinkVERIFY and ISS Bronze ITIL:

• Management of service requests;
• Incident management;
• Problem management;
• Change management.

JIRA Service Desk was estimated according to features of ITIL compatible products, terminology, workflows, functional requirements and other parameters^[1].

JIRA Service Desk 3 ITIL ready, (2016)

JIRA Service Desk developers stated that the product will help to automate basic processes of ITIL, to improve key features of a support service and at absence at the user of experience with ITIL.

2013: Description of JIRA Service-Desk

JIRA Service-Desk - a product is based on the JIRA platform. Combines the intuitive user interface with strong support of SLA, the configured queues, automated management of requests in real time.

On October 8, 2013 the Atlassian company officially provided a new product for management of requests of users of information systems: JIRA Service-Desk. The product is based on the flagman Atlassian JIRA platform.

Basic functions of the solution

• accounting of incidents of the information systems connected by work
• accounting of labor costs on execution of works
• accounting of projects on commissioning of the new equipment or software
• job sharing between specialists of support
• control of work of IT service by heads
• support of SLA

Notes