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Jira: Yes, Dashboard with reporting widgets (Open Social) Excel, Word, customizable charts, Confluence (Enterprise wiki) Yes [45] Yes Yes Yes Yes Yes [46] Yes Yes [47] Yes Uses Lucene [47] Optional [48] No [49] Launchpad: Yes Unknown Unknown Unknown Unknown Unknown Unknown Unknown Unknown Unknown Unknown No MantisBT
A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives.
Jira (/ ˈ dʒ iː r ə / JEE-rə) [4] is a software product developed by Atlassian that allows bug tracking, issue tracking and agile project management. Jira is used by a large number of clients and users globally for project, time, requirements, task, bug, change, code, test, release, sprint management.
Service Integration and Management (SIAM) is an approach to managing multiple suppliers of services (business services as well as information technology services) and integrating them to provide a single business-facing IT organization.
Change management is an IT service management discipline. The objective of change management in this context is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to control IT infrastructure, in order to minimize the number and impact of any related incidents upon service.
ITIL (previously and also known as Information Technology Infrastructure Library) is a framework with a set of practices (previously processes) for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of the business.
Service Manager is an ITSM Tool using the ITIL framework providing a web interface for corporate changes, releases and interactions (request fulfillment) supported by a Service catalog and CMDB. For a summary of the functionality, screenshots, data sheets, white papers and more information refer to the sources listed above.
The IT Service Management Forum (itSMF) is an independent, international, not-for-profit organization of IT service management (ITSM) professionals worldwide. [1] Around the operation of IT services the itSMF collects, develops and publishes best practices, supports education and training, discusses the development of ITSM tools, initiates advisory ideas about ITSM and holds conventions.