ITIL v5
ITIL v5 for Jira
We bring ITIL v5 best practices into your Jira Service Management and Confluence environment. We design processes that leverage the power of the Atlassian stack while following ITIL v5 principles — so your ITSM actually works, not just exists.
Services
What we set up
Four key areas where we connect ITIL v5 principles with Jira Service Management capabilities.
Workflows based on ITIL v5
We design and configure incident, problem, and change workflows directly in Jira — with the right statuses, transitions, and automation rules following ITIL v5.
SLA rules and escalations
Configuration of SLA metrics, escalation rules, and notifications — so you know when and to whom to escalate, with measurable evidence of agreement compliance.
Knowledge base in Confluence
We connect Confluence as a knowledge management tool with Jira Service Management — so agents have solutions at hand and customers can help themselves.
Reports and dashboards
KPI dashboards, SLA compliance reports, and trends — so you can see where your IT services perform and where there is room for improvement.
Process
How the engagement works
Four steps from auditing the current state to a fully self-sufficient team.
Current state analysis in Jira
We map your existing workflows, SLA settings, ticket types, and how the team works. We identify gaps against ITIL v5.
ITIL v5 process design
We design target processes — incident, problem, change, service request — tailored to your organization and the capabilities of Jira SM.
Configuration and testing
We implement the designed processes directly in Jira: workflows, automations, SLAs, dashboards. We test together on real scenarios.
Team training and handover
We train your team on the new processes and configuration. We hand over documentation and remain available for follow-up consultations.