Using JIRA as an Information Technology Infrastructure Library (ITIL)
The Information Technology Infrastructure Library (ITIL), is a set of practices for ITSM (IT service management) that focuses on aligning IT services with the needs of business.
Can you use JIRA for ITIL management? Yes and no.
JIRA does not come shipped meeting every ITIL requirement. JIRA is an issue tracker at heart and was not designed to meet ITIL standards. However it is possible to customize JIRA to meet these requirements by downloading and creating JIRA extensions as others have done in these two resources: JRA-4700 and this third-party blog: Using JIRA to support ITIL processes. The CustomWare JIRA Utilities plugin provides functionality helpful for ITIL implementations.
You can use JIRA Service Desk v3 for ITIL management. The app comes with a project template specifically designed for IT teams who want to use ITIL workflows to manage changes, incident, problems, and service requests.
More about ITIL and ITSM
Atlassian publishes case studies, best practices, and other ITSM resources on their IT Unplugged site.