• Whitepaper
  • 12.Mär.2021

5 ITIL processes where Jira Service Management makes a difference

Discover our ITIL V4 recommendations and our best practices to implement to make the difference with Jira Service Management

  • 12.Mär.2021

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Discover how JSM allows a strong alignment with ITIL processes

This e-book highlights how the new Jira Service Management solution enables customers to use ITIL processes in 5 key areas of ITSM:

  • Customer portal
  • Incident management
  • Change enablement
  • Knowledge management
  • Reporting


Discover our ITIL V4 recommendations for each topic and best practices that you can implement using Atlassian’s ITSM global solution, with a special focus on features newly added to Jira Service Management.

Atlassian ITSM ebook

Meet the author

Erin Collins is the ITSM Practice Lead at Valiantys. She has spent over 23 years in IT service management across multiple industries, including telecom, banking, and insurance, leading and working with teams and transforming ways of working using ITIL and leveraging DevOps practices to achieve business value. She subscribes to the firm conviction that all teams can benefit from applying lean ITIL principles to their service delivery.


When not wrangling processes and practices, Erin seeks to achieve sourdough bread nerdvana and ambitiously runs the trails of her adopted home in the UK.

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