Knowledge base templates to empower your ITSM teams
Use this collection of templates to build a useful knowledge base to empower your ITSM (IT Service Management) team. When you integrate Confluence and Jira Service Management you empower Dev and Ops teams to collaborate at high-velocity, so they can respond to business changes and deliver great customer and employee service experiences fast.
About this collection
A knowledge base gives your team a hub to centralize and organize all customer-facing (or employee-facing) FAQs and documentation. But wait! There’s more! You also get an internal workspace where your team can swap best practices and institutional knowledge.
With these shared resources, no one ever starts from scratch; your team is equipped with insights from past work, and customers receive standardized answers that everyone has reviewed. Use these knowledge base templates below to get your knowledge base started, and from there, the sky’s the limit.
How to use this collection
How-to article
Provide step-by-step guidance for completing a task.
Step 1: Set up your knowledge base
Create a structure, and build your team’s knowledge base.
Your team needs a knowledge base, and your IT team needs to deflect problems quickly. Create a structure based on your team’s needs. Then write a how-to article for your knowledge base to get your team familiar with a new single source of truth.
Add articles like runbooks, PIRs, and other knowledge-sharing documentation to your knowledge base to help customers help themselves. Start by creating documentation that answers the most common FAQs.
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ITSM known errors
Use the ITSM known errors template to document solutions and update status information about known errors.
Step 2: Solve common problems quickly
Document frequent errors to help your agents and customers solve issues quickly.
Sometimes the best solution to an error is applying a temporary workaround and putting a pin in it until a scheduled permanent fix. Use the ITSM known errors template to document solutions and update status information about known errors. Your ITSM team will quickly know how to respond to known errors, so they can keep systems operating smoothly.
View template → ITSM change management
Use this template to describe and track change management plans.
Step 3: Communicate changes and stay up to date
Ensure your team knows changes are coming and how these changes will impact their work.
Create change plans so stakeholder groups like Change Advisory Boards can collaborate asynchronously on tasks including communication plans, risk assessments, and practice improvement. Management guidelines and procedures help IT teams properly evaluate risk before making operational changes.
Use the ITSM change management template to describe and track change management plans. Update the template throughout the change management process to keep IT teams and stakeholders in sync.
ITSM weekly major incident report
Use this template to regularly track the status of incidents and update your team on resolutions.
Step 4: Stay on track and keep things running smoothly
Track the progress and resolution of incidents so your team can stay on the same page.
As your company grows, your ITSM architecture will also grow in scale and complexity. Incidents are a natural consequence of developing and updating systems to meet time-sensitive business needs. Keep your ITSM systems running smoothly with the ITSM weekly major incident report template. Our template will help you regularly track the status of incidents and update your team on how they’re being resolved.
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Retrospective
What went well? What could have gone better? Crowdsource improvements with your team.
Step 5: Keep improving your knowledge base
Run reports, record customer feedback, and compile do’s and don’ts into a retrospective.
If you’re looking for quantitative data to prove the success of your new knowledge base, look no further than the deflected and resolved request insight reports. The reports help you understand how your audience is responding to your knowledge base articles by illustrating how often an article is shared, viewed, and voted as helpful. You can even see how many requests were resolved with an article, without an article, and which requests were entirely deflected in the portal. Capture customer (internal and external) feedback and use reporting insights to continuously improve your knowledge base content with a retrospective.
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