Service management is the service desk module. It needs the service desk licence and a role that is allowed to open it. Without that permission the module does not open.
What it gives you
Service desk teams are the queues inside this module. Organisation teams, under Settings, are a separate list. Incident reporting for the service desk and the customer portal is switched on from Incident Management.
- Question catalog. The requests people can raise. Choosing a question starts a ticket.
- My assigned tickets. The work assigned to you.
- All tickets. Every ticket, for a role that can view all tickets.
- My team dashboards and Team manager. The queues and the statistics for teams you belong to.
- Users and teams. Who holds a service desk licence, and which service desk team they work in.
When you need to change it
Service desk dashboards, the question catalog, and service desk users and teams describe the screens.