How is ITIL used in Jira Service Management?

IT service management (ITSM) is how you manage the delivery of end-to-end IT services for your customers based on best practice. One of the most commonly adopted best practice frameworks for ITSM is IT Infrastructure Library (ITIL).

ITIL is a set of practices that focus on aligning IT services with business needs. ITIL is the most widely accepted approach to ITSM and can help IT organizations realize business change, transformation, and growth.

Jira Service Management provides default ITSM practices (such as standard workflows) so you can customize your service project to meet your company's rules, regulations and requirements. Jira Service Management also provides metrics out of the box, and gives you the ability to drill down and export if you want to do more advanced business intelligence.

Your new service project comes with a service catalogue, ITIL workflows and basic reports. You can also set up a knowledge base in Jira Service Management by adding Confluence to your site. Learn how to set up your knowledge base.

Learn how to create a project using a service project template.