Databases template

IT service requests and SLA board

Prioritize service requests and incidents, track response and resolution targets, and keep requesters updated.

Industry
IT Services, MSPs and Dev Shops
Team
Operations
Use case
Project management, Requests and exceptions
Tags
Incident response

Template preview

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All records table — actual database screenshot

Overview

What this template supports

A service desk database for IT and operations teams. It tracks each request with its department or client, type, service, severity, requester, assignee, opening time, response and resolution targets, customer update, root cause and resolution evidence. It includes a complete table view, a status board and saved views for all requests, the active queue and requests at risk of missing their targets.

  • Status board from new to closed
  • Response and resolution due dates
  • View of requests at risk of missing targets
  • Resolution evidence files

How to use this template

  • Review the workflow

    Confirm the stages from New to Closed and the label options match how your team works.

  • Plan your records

    Decide which requests, services, assignees and due times your team needs to track.

  • Decide who has access

    Invite the people who update records and confirm what each person can view or edit before sharing anything outside your team.

Frequently asked questions

What does IT service requests and SLA board help me do?

Prioritize service requests and incidents, track response and resolution targets, and keep requesters updated.

What is included in this template?

It includes Status board from new to closed, Response and resolution due dates, View of requests at risk of missing targets and Resolution evidence files.

Who is this template designed for?

It is designed for Operations teams working in IT Services, MSPs and Dev Shops.

What should I review before using this template?

Confirm the stages from New to Closed and the label options match how your team works. Decide which requests, services, assignees and due times your team needs to track.

How can I explore the template?

Browse the table and Kanban screenshots to compare the views and inspect how records are organized.