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.


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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Featured product: Jira Service Management

Jira Service Management empowers Dev, IT Ops, and business teams to collaborate and deliver great employee service experiences fast. Learn more

“With Jira Service Management, IT improved its time to resolution by 66%, reduced call-waiting time by 50%, and increased customer satisfaction by 140%”.

Carol Johnson

IT Director, The Telegraph Media Group

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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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