As a ITSM consultant I'm involved in a analysis of Jira Service Desk as a ITSM tool for a small IT department in Sweden.
When looking at the default setup of Jira SD I'm confused and surprised that this is a pinkverify certified ITSM tool!!
You can tailor the tool in many ways and in that you can build all kinds of flows, including the 4 processes they say that the tool supports. But if that is all that takes to be ITSM-tool all tools in the world can be programmed and adjusted to support ITIL. My idea of An ITSM Tool is that it should support ITIL out of the box, not after 200 consult hours.
Also, how can you say that this is a ITIL inlined ITSM tool when they only support 4 simple process, you can't manage your Service (hence IT Service Management) with 4 operational processes.
Just a FEW rudimentary things that this tool lack in, and that show that this is not a ITIL prepared tool, and even less a ITSM tool.
1. They do not refer to services or handle services anywhere in the setup
2. They do not support a service catalog (how can you call it an ITSM-tool if you don't even support the SC process?
3. In the default PM and CM processes they lack several of the important and basic process steps and attribute.
4. Regarding PM. They don't even have root cause analysis or a reference to create or use a workaround!
5. Regarding CM. They do not even have the simplest process steps by default, not even a reference to a CAB, they do not include a risk assessment or remediation plan, even less the 7Rs.
6. The tool doesn't have a CMDB, how can you even call this tool a Service Desk tool when you do not have a basic inventory of your IT assets??
7. The have another application called insight that have a similar function as a cmdb, but that is a totally other application with it's own licensing model and cost.
8. Regarding knowledge management they use Jiras "intranet application" as the solution, meaning, also a different application, price and licensing.
9. The tool also lack in using many established ITIL terms.