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ITIL is the most widely-used service management framework in the world. It’s essential for organizations to align the assets and functions of IT to the overall business. As the de-facto standard for ITSM, ITIL places your organization on the path to deliver the best, customer-centric service management. And now, JIRA Service Desk is ITIL certified in four processes from PinkVerify™ and Axelos™.

What is ITIL certification?

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 whose primary objective is maximizing value to the business by aligning IT resources with business needs. By getting this certification, this is a promise that JIRA Service Desk can support ITIL processes.

ITIL certificated-tools provide small teams a great starting point for adopting ITIL.

What does it mean for JIRA Service Desk?

To get the PinkVERIFY™ certification, we had to hit 100% of the mandatory and integration criteria. JIRA Service Desk was assessed against ITIL-compatible product features, terminologies, workflow, functional requirements, and other standards. To get certified, we focused on the ITIL processes IT teams care about the most. 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

itservicedesk_itsm_workflows-1

ITIL certificated-tools give IT teams working with devs a best practice for their processes.

What does this mean for you?

If you’re new to ITIL, JIRA Service Desk can help you with everything you need for core ITIL processes and how to improve key support capabilities. Everyone agrees that ITIL is essential, but it can be difficult to know how to make it happen. This is where JIRA Service Desk’s ITIL certification helps out.

Here are some of the things ITIL certification helps with:

  • Major incident response: You can respond to a major incident driven by an ITIL process that’s JIRA enforced, meaning your teams can work together to solve the incident faster and reduce downtime.
  • Change management: JIRA Service Desk provides workflows to enforce standard, normal, and emergency changes without slowing down the process. We believe in simplicity, and that goes for approvals, too.
  • Documentation: If you happen to use Confluence, you can use it to document ITIL processes, procedures and work instructions.
  • ITIL Foundation certification is a great jumping off point because it’s a quick way to understand ITIL framework.


ITIL certificated-tools help enterprise teams get validation before moving forward.

To learn more about how to use ITIL with JIRA Service Desk, download these ITIL workflows we’ve created for you. Don’t yet have JIRA Service Desk? See what it can do for you and your ITIL processes.

Learn more about JIRA Service Desk

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