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General service management template

Manage service requests from internal employees.

Includes  Service desk Queues Reports Knowledge base
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General service management template in Jira Service Management
Focus mode

Simple self-service

Empower employees to find answers to common questions in an integrated knowledge base, so your team can focus on the hard problems.

Help desk window

Streamlined requests

Aggregate requests from emails, chats, and help centers on one platform, making it easy to track, triage, and assign work.

Meeples

Actionable insights

Optimize your service experiences with request resolution reports and dashboards. Celebrate the wins and improve together as a team.

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Related templates

Related resources

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What is service request management?

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How to build a successful service desk

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Service desk vs help desk vs ITSM: What’s the difference?

How to get started with the general service management template

1. A single portal for service requests Copy link to heading Copied! view +
  

Provide one place for employees to get help. Set up a knowledge base using Confluence (our wiki) to help employees find answers to common questions without having to engage a support agent.

2. Handle incoming work with ease Copy link to heading Copied! view +
  

Your queues bring requests from email, chat tools, your help center, and other channels into one central location, making it easy for any team to track, triage and assign incoming work.

3. Demonstrate your value Copy link to heading Copied! view +
  

Dive into customer satisfaction reports to quantify the value your team brings to the organization. Celebrate your team’s work with new reports and dashboards, and use these metrics to improve and optimize your service experiences.

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General service management template

Manage service requests from employees.

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best for

IT operations

Operations

key features

Help desk

Manage requests

Resolve incidents

What is a general service management template?

Consolidate requests from emails, chats, and a help center on one platform. Track, triage, and prioritize your work efficiently.

What does the general service management template include?

Set up service desks

Create a service portal that enables employees to find the help they need. Shape request types and workflows to meet your organization’s needs.

Backlog screenshot

Prioritize and act on requests

Capture, track, and manage incoming business requests in one place. Quickly assign tasks to the right people.

Backlog screenshot

Empower employees with knowledge

Provide answers to common questions using a self-service portal. Leverage a knowledge base that surfaces relevant articles to deflect requests.

Backlog screenshot

Report on performance

Proactively spot and fix bottlenecks slowing down your team’s work, make better decisions around resource allocation, staffing, and investments, and keep tabs on the state of your programs.

Backlog screenshot
Focus mode

Simple self-service

Empower employees to find answers to common questions in an integrated knowledge base, so your team can focus on the hard problems.

Help desk window

Streamlined requests

Aggregate requests from emails, chats, and help centers on one platform, making it easy to track, triage, and assign work.

Meeples

Actionable insights

Optimize your service experiences with request resolution reports and dashboards. Celebrate the wins and improve together as a team.

How to get started with the general service management template

With Jira Service Management your teams can collaborate and deliver great employee service experiences fast.

A single portal for service requests
  

Provide one place for employees to get help. Set up a knowledge base using Confluence (our wiki) to help employees find answers to common questions without having to engage a support agent.

Handle incoming work with ease
  

Your queues bring requests from email, chat tools, your help center, and other channels into one central location, making it easy for any team to track, triage and assign incoming work.

Demonstrate your value
  

Dive into customer satisfaction reports to quantify the value your team brings to the organization. Celebrate your team’s work with new reports and dashboards, and use these metrics to improve and optimize your service experiences.

Ready to use this template?

Use template
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