A modern service desk is more than a ticketing tool — it’s the backbone of IT service management. With Jira Service Management (JSM), you can streamline requests, automate manual tasks, and deliver faster, more consistent support. That’s why we created The ultimate guide to powering up your service desk — a playbook packed with best practices, real-world examples, and 10 bonus tips.
Download the guide to see how to optimize your service desk with automation, reporting, SLAs, customer feedback, and more.
What you’ll learn
- How to set up Jira Service Management for ITSM, HR, facilities, and more
- The difference between service desks and help desks — and why it matters
- Core functions of a service desk, from incident management to change control
- How to use SLAs, reports, and queues to improve service delivery
- Best practices for approvals, canned responses, and request automation
- Ways to collect, analyze, and act on customer feedback
- 10 bonus tips from certified Jira expert Rachel Wright
Why a smarter service desk matters
Slow processes and inconsistent workflows frustrate employees and customers alike. This guide helps you:
- Automate manual support tasks and eliminate bottlenecks
- Improve visibility with dashboards, reports, and SLA tracking
- Standardize service requests with templates and queues
- Scale support to HR, facilities, and business teams beyond IT
- Collect meaningful customer feedback and continuously improve
This guide is designed for:
- Jira administrators setting up multi-team workflows who are looking to simplify JSM configuration, reduce over-customization, and maintain permissions securely.
- IT support managers leading help desk teams who want to train users, track SLAs, and measure success against business goals.
- Ops managers coordinating cross-functional services who are looking to connect Jira with other apps, integrate workflows, and increase efficiency.
- HR and business team leaders adopting JSM for internal services who need to reduce email clutter, centralize requests, and boost employee satisfaction.
Download the ultimate guide to powering up your service desk
Ready to take your service desk from reactive to proactive?
Download the guide to see how Jira Service Management can power better service delivery across IT and beyond.
Fill out the form to download your copy.
Expert insights, practical outcomes
Written by Rachel Wright, Certified Jira Administrator and author of the Jira Strategy Admin Workbook, this guide combines ITSM best practices with hands-on Jira expertise. You’ll get real examples, configuration checklists, and app recommendations to make your service desk smarter and more scalable.
To ensure Appfire is providing and delivering the most up-to-date and best information to our users that depend on us, this article has also been expertly reviewed by Ed Gaile.
Ed Gaile is a Principal Solution Architect at Appfire, where he builds solutions that help channel partners deliver real value to their customers. An active contributor to the Atlassian ecosystem for more than a decade, Ed has also served as a Community Leader in Atlanta for the past 10 years.