Jira Service Management templates. Getting started & best practices.

Jira Service Management templates can be your lifesaver. Imagine a world where setting up your service desk takes minutes, not hours. A world where pre-built workflows handle common requests automatically, freeing you to focus on complex issues. Let us guide you through the “get started” phase. Explore best practices to optimize your service desk.

Jira is a universal project management tool. But when it comes to managing service requests, it falls short. Imagine fielding customer inquiries alongside complex development tasks. Far from ideal, isn’t it? Here is where Jira Service Management (JSM) steps in. Built on the familiar Jira foundation, JSM offers a dedicated service desk experience.

Jira Service Management goes beyond basic issue tracking. It supports your team with features specifically designed to improve customer satisfaction. The tool also helps to improve your service agents’ efficiency. 

Customers can find answers and resolve simple issues on their own. It frees up your team for more complex requests. You can think of it as a 24/7 support agent that never sleeps.

JSM automates common workflows, like notifying the right technicians or sending follow-up emails. Thanks to this, you can focus on resolving problems, instead of administration.

Jira Service Management keeps your service desk organized. You get clear request statuses, searchable history, and customizable dashboards. Your team can find the information they need quickly. It leads to faster resolutions for your customers.

The result? Happier customers, faster ticket resolutions, and better service desk experience for everyone.

Jira Service Management lets you customize it to match your team’s way of working. You can change the look of the Customer Portal to match your company branding. What’s more, your team can add helpful articles for customers, and even write a welcome message.

For requests coming in, you can decide what kind of requests your team handles and set up a specific workflow for each type. You can also organize these requests based on how important they are. To get started customizing, go to Settings (gear icon). Then navigate to Products, and pick Configuration under Jira Service Management. There, you’ll see all the options you can change.

Jira Service Management lets you add your logo for basic branding. However, you’ll need the Theme Extension app for a truly customized portal.

Here’s what Theme Extension offers that native JSM doesn’t:

Theme Extension turns Jira Service Management into a branded self-service hub for your customers. All without any coding skills.

Project management templates are a great idea when starting a project that follows a familiar structure. For example:

Yes, Jira Service Management offers project templates to get you started quickly. These come in different categories, like ones for IT help desks (ITSM), HR tasks, or customer support. The templates are pre-configured with request types, workflows, and other features. This saves you time setting up your project from scratch. Using premade templates also lets you focus on customizing them to your needs.

Jira Service Management can help you ditch the one-size-fits-all help desk process you might be stuck with. You can build custom workflows that match the way your team deals with different requests. No more awkward steps slowing you down. Streamlined workflows keep requests moving smoothly.

This happy team translates to happy customers. Clear workflows keep everyone on the same page and reduce confusion. Jira Service Management puts you in control and improves your agents’ efficiency. You design the workflows, and it helps you deliver fantastic service, fast.

IT Service Management (ITSM) automation in Jira Service Desk lets you set up rules for routine tasks. This translates to benefits for everyone. Your team saves time, customers get solutions faster, and automation helps reduce errors. ITSM automation in Jira Service Management goes beyond basic automating tasks in Jira. You can automate notifications. It ensures the right team member is alerted for specific actions. This keeps everyone on the same page and prevents minor steps from getting lost.

Setting up request types and workflows from scratch can be time-consuming. That’s where Jira Service Management templates come in. Let’s explore how they can help you get your service desk up and running faster. 

In Jira Service Management, a request type template is a premade blueprint for a specific type of service request. These templates are a starting point, not a finished product. You can customize them to perfectly fit your team’s unique needs and add your own personal touches.

To use request templates: 

Navigate to Project settings and Request types.

For a company-managed project, choose Create request type, then Create from template.

In team-managed projects, at the bottom of the list of request types select + Add request type and Create from template.

Workflows outline the specific actions your team takes to address each issue. Clear, premade workflows promote a consistent approach to service delivery across your team. Defined steps prevent the risk of overlooking crucial activities. It leads to a higher quality of service. What’s more, with workflow templates you don’t need manual configuration. This saves time and effort for your team. 

To replace your workflow with a new one created from a template:

If you’re beginning your journey, read how to set up Jira Service Management first.  After this, you can move on to creating your service project.

Now you’re ready to dig into free Atlassian templates library. Let’s take a look at what’s in store. All images come from the official Atlassian website. You can access them by clicking the link above. 

The IT service management template supports all kinds of IT tasks. It includes features for:

This template is based on ITIL’s best practices. It aims to help IT teams collaborate and deliver services. 

HR service management template automates HR processes. It includes pre-built request types (e.g. onboarding) and workflows to make tasks simpler for HR teams. It also offers features like a self-service portal with FAQ. 

A customer service management template creates a branded self-service portal for customers. You can define specific request types and track them with clear deadlines. Agents efficiently manage requests from various channels (email, chat, etc.). It ensures your customer service team meets its goals.

With this template, you can create a dedicated service portal for marketing tasks. The template also includes features for easy collaboration, clear workflows, and knowledge management. 

Designers can use this template to manage requests in one place. It allows for:

Jira Service Management template for finance collects all your budget, spending, and other finance requests in one location. Security is no problem either. Permission controls ensure teams can handle sensitive requests. 

The analytics template simplifies data inquiries. Just like other templates, this one also offers a self-service portal for employees. Moreover, insightful reports and dashboards help you measure your team’s success.

This facilities service management template helps manage work orders and employee requests. Capabilities include a centralized request system and pre-built forms. You can also create custom ones for specific needs. Thanks to this, your team won’t have to deal with going back and forth in communication.

Consider the sales service management template to support internal sales teams. Sales team members can tailor request forms to capture specific information. The template includes a space for a knowledge base, too. You can create a central repository of sales-related answers to common questions.

Here’s something for IT professionals, frequently involved in legal matters. You can keep all your legal requests, from contracts to software license reviews in one place. It also makes communication throughout the contract lifecycle easier. 

A general service template helps capture requests from different sources. It includes emails, chats, and a self-service portal. Then, issues turn into “tickets.” These tickets can then be tracked, prioritized, and assigned to the right person. 

Don’t try to overhaul everything at once. Begin by customizing templates for the most common request types you handle. Throughout the process gather feedback from your team and customers. Finally, keep a record of the changes you make. This documentation helps maintain consistency across your service desk.

Jira Service Management templates come with pre-defined fields. However, don’t be afraid to make adjustments. Focus on essential details. Include only the information necessary for resolving issues. Don’t overwhelm customers with irrelevant information. 

Before jumping into modifications, analyze your team’s existing workflow. Identify potential bottlenecks that might be slowing down your service delivery. Once you understand your current process, analyze pre-defined steps in the JSM templates. Do they align with your team’s approach? Remove unnecessary steps that create delays. If needed, introduce new steps to ensure a smooth resolution process.

JSM offers powerful automation capabilities. Benefit from these features to automate repetitive tasks within your workflows. This could involve notifications, auto-assigning requests, or updating fields based on user input. Automating these tasks allows your team to deal with more complex issues. It will also result in more time to focus on delivering exceptional customer service.

Some apps like Theme Extension for Jira Service Management allow you to set up permissions. This is important for two reasons. First, permissions prevent unauthorized users from viewing sensitive information. You can restrict access to specific pages, project types, and even individual requests based on user roles or groups. Moreover, by setting permissions, you can ensure that customers only see relevant information. This creates a more organized and user-friendly experience for everyone.

Jira Service Management templates can be a game-changer for your service desk. With dedicated options for many service areas, you can find a template that matches your needs. This guide equipped you with the knowledge to get started. You learned how to assess your needs, explore Atlassian’s template library, and customize templates. Don’t hesitate to adapt the templates to perfectly suit your team’s workflows. It will help you provide exceptional ITSM across your company and to your clients.