Jira Service Management: Templates for ITSM!

[#1]

Hi everyone, I’m Annie Lieu, a Product Manager focused on building integrated Confluence Cloud experiences across Atlassian’s products to help you work better together.

Today, I am happy to announce improvements to the knowledge base experience within Jira Service Management. After a close collaboration between the Confluence and Jira Service Management Teams, we realized that many of our customers are working regularly in both Jira Service Management and Confluence, so we wanted to deliver a more integrated product experience that will help teams streamline your workflows.

This integration is bringing 7 tailored ITSM templates to all users in Jira Service Management’s native knowledgebase. These new templates will increase work productivity and reduce time to value for both agents and the end users they are supporting!

More article creation, here we come!

Before, Jira Service Management users would have to create an article or draft from scratch, which can require more clicks, more thinking, and more set up.

What’s new:

Now, all Jira Service Management users can use 7 tailored ITSM templates to kickstart their content creation to:

• Save time

• Create uniformity (organizational best practices; pre-filled values, labels, tables, formatting)

• 💡Get new ideas on the best way to organize knowledge base content
  
  

Where to find these templates:

Templates panel bar will display with every new draft or article created.

Jira Service Management does all the pre work of setting up tables, formatting, labels, and more so you can get to the important stuff: creating relevant content.

The 7 tailored ITSM templates available to JSM users now include:

• How-To Article Template | Atlassian

• Troubleshooting Article Template | Atlassian

• ITSM Known Errors Template | Atlassian

• ITSM Post Incident Review Template | Atlassian

• ITSM Change Management Template | Atlassian

• ITSM Runbook Template | Atlassian

• ITSM Weekly Major Incident Report Template | Atlassian

We hope this enhances your everyday work flow in the Jira Service Management knowledge base. Enjoy! Leave any feedback in the comments below and stay tuned for more improvements in the Jira Service Management knowledge base coming soon!

[John Funk]

Thanks for sharing @Annie Lieu !!

[Muhammad Fahad]

Thanks for the nice article @Annie Lieu

[Dave Mathijs]

Thank you for sharing @Annie Lieu !

[Andy Gladstone]

I love these templates. Thanks for working on and publicizing these.

[Sam Nadarajan]

This will make standing up content easier for JSM teams! Awesome :D

[Jacqui Holmes]

Love these!! wahoo!! 

[G subramanyam]

Nice list of resources and detailing.