What is ITIL and How Does it Relate to Jira Service Desk and Insight?

Information Technology Infrastructure Library (ITIL) is a well known framework that has been adapted by organizations around the world for years.

ITIL is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of the business.

ITIL describes processes, procedures, tasks, and checklists which are not organization-specific nor technology-specific, but can be applied by an organization for establishing integration with the organization's strategy, delivering value, and maintaining a minimum level of competency.

These processes, procedures and tasks can be translated into Jira, and in 2016 Jira Service Desk got an ITIL certification for the following four ITIL processes.

  • Request fulfilment

  • Incident management

  • Problem management

  • Change management

Jira Service Desk is tailored to support ITIL, and it provides built in workflows for the four processes it’s certified for. The pre-configured workflows can be edited to fit customer needs. One of Jira’s great advantage over competing products is that editing a workflow is a fairly simple task for a Jira administrator.

To learn more about best practices for IT teams using Jira Service Desk, read Atlassian’s blog.

But what does ITIL mean for Insight - your asset management solution in Jira?

Organizations implement ITIL to improve efficiency, reduce cost and increase user satisfaction with their IT services. When using Jira to manage the processes listed above, there is one important aspect that Insight brings to the table - the ability to connect the processes with the data about your assets.  

When thinking about the different processes in detail, it becomes obvious that having a Configuration Management Database (CMDB) containing your IT assets as part of the solution will increase its value. Imagine having an easy way to link IT assets to your requests, which will provide the service desk agent more detailed information, which ultimately will shorten the mean time to resolution (MTTR) and give you better overview, transparency and control over your assets.

Let’s dive into three of these processes and see examples of how Insight adds value to each process.

Incident Management

An incident is raised when something is not working, that is for all service interruptions or outages. The goal is always to resolve the issue as quickly as possible, and therefore reduce downtime. If the same incident occurs often, the process is to create a problem request to investigate the root cause to prevent future incidents for any particular problem.

To help resolve an incident as quickly as possible, it’s important to have all necessary information instantly available, to shorten the time you spend investigating and gathering information. This is where Insight plays an important role. Your MTTR will be shorter when the affected asset is linked to the incident and you can find all relative information in just a few clicks.

Change Management

When making a change in your IT environment, you need to plan, control and understand the impact of your changes. The change management workflow in Jira Service Desk helps you achieve that.

When planning a change, for example a software update on a server, it is important to know what services are running on that server, which will be impacted by the update. By having your IT assets in Insight, and linking them to your change requests, you will have access to this information in just a couple of clicks.

Another important part of planning a change is to get an approval for the change from a manager. By managing your organizational structure in Insight, in addition to your IT assets, you can also make sure that approval requests are sent to the right person.

Request fulfilment

Request fulfillment is a process for service requests. Service requests are submitted when you ask for a service of any kind, or provide feedback, complaints or other type of requests that are not interrupting your daily work.

Examples of service requests are when you request new software or hardware, or when you want to purchase something from a service catalogue.

Insight adds value to all of the examples above because you can manage software, hardware and your service catalogue in Insight. Therefore, you can allow customers to link the corresponding assets (hardware, software or a service) to their request.

Originally published Mar 12, 2019 10:26:00 AM