Streamline your service operations in one platform with Asana Service Management, now Generally Available
Answer the quick questions instantly, route the ones that need human approvals to the right teams, and coordinate the complex, cross-functional work, all in the same system.
Legacy service platforms were built for one job: routing a ticket to a queue.
But not every request should be treated as a ticket. Some questions can be answered instantly by AI. Some requests need a human response. Others need to be managed as complex, cross-functional work with approvals, dependencies, and deadlines. Yet most service management tools still treat them all the same way: as a ticket to route and close.
Asana Service Management is built for the way work actually happens, and we’re excited to share that it is generally available today.
Asana Service Management brings conversations, automation, tickets, and projects into one connected experience, so teams can resolve simple requests quickly while coordinating the complex work that follows.
Whether it's IT, HR, Facilities, Finance, or another business function, employees get one place to ask for help, and service teams get the context, automation, and visibility to drive every request through completion.
"Asana Service Management moves us beyond ticket tracking into an AI-native service experience. By combining conversational self-service, intelligent triage, and a knowledge base that continuously improves from resolved requests, we expect to resolve or deflect up to 30% of incoming tickets and free approximately 16% of our service desk capacity. That gives clinicians faster access to support while allowing our technology team to focus more time on complex issues, automation, and proactive improvements." - Patrick Williamson, Chief Information Officer, Array Behavioral Care
Where service delivery breaks down
We spent the past 18 months examining service delivery and working with design partners, and four service failure modes showed up consistently across their organizations:
Fragmented intake: HR, IT, Facilities, and Legal each run separate intake through email aliases, forms, and portals. Employees don't know where to go, so requests scatter without status or SLA visibility, and people start emailing individuals directly instead of filing a request.
Routine work consumes capacity: Humans handle every basic request, so SLA adherence depends on individual effort instead of system design. Teams spend their time on password resets and access requests instead of specialist work, and headcount grows with ticket volume instead of shrinking relative to it.
Turnover erases resolution knowledge: Ticket fixes live in people's heads and knowledge bases go stale. When a senior team member leaves, resolution time for a familiar issue jumps because the fix left with them.
Work escapes the ticket: Complex requests move into email chains, Slack threads, and spreadsheets, losing ownership at every handoff. Leadership reports on ticket metrics that no longer reflect where the work is actually happening.
Service management, built for how work actually moves
One front door for every department: Every request comes in through the same intake point, across the Asana portal, Slack and email. Employees do not have to know whether their question belongs to IT or HR. AI routes it to the right team based on intent, and each queue carries its own SLA policy and agents.
AI resolves routine requests before they reach a human: A 24/7 AI agent uses the knowledge base to handle password resets, access provisioning, policy questions, and onboarding coordination before they ever enter a queue.
"Slack messages vanish after 60 days and nobody reads a static knowledge base. That was our reality. Now Asana Service Management surfaces the right answer in the thread, and our queue, SLA timers, and resolution live alongside our project work. For the first time, we have the data to justify headcount to the C-suite." - Chris Marcus, IT Operations Manager, UpGuard
A self-learning knowledge base that gets more accurate over time: Every resolved request automatically generates a knowledge base article, with no manual maintenance required. The AI works from your organization's own resolution history, so the resolution rate climbs as the knowledge base grows.
"We call it 'auto KBs.' Asana Service Management looks back at closed tickets, spots recurring fixes, and drafts the article. A small team can't write documentation for everything; this is how we scale without adding headcount." - Chris Marcus, IT Operations Manager, UpGuard
Requests become projects in one click: When a request grows into cross-functional coordination or a multi-team workflow, teams convert it into an Asana project in one click and all context carries through.
What Asana Service Management does differently
Legacy ITSM and ESM platforms give you mature ticketing, but cannot do complex cross-functional work. They log the request, assign it, and track it against an SLA clock. What they don't do is own the coordination that happens once a request needs more than one team. That work moves into email threads, Slack messages, and a spreadsheet someone built to track handoffs, and none of it reports back to the original ticket.
Asana Service Management resolves each request the way that request should be resolved.
A how-to question gets answered by a self-learning knowledge base.
An access request or a password reset gets automated end-to-end.
A simple request that needs a person to route to the right queue with zero touches.
A request like an office move or a vendor onboarding becomes an Asana project with owners, approvals, and dependencies.
"Every platform in this category optimizes for moving a ticket through a queue. We optimize for the employee getting what they asked for. Asana Service Management builds an outcome plan for each request — knowledge, governed automation, AI agents, human judgment, project work — adapts that plan as the request changes, and confirms the need was actually met before anything is marked resolved. No one else closes that loop." - Arnab Bose, Chief Product Officer, Asana
Whichever path a request takes, it stays in the Work Graph®, so context and audit trail carry through from intake to resolution.
"As work grows more complex, organizations need service solutions that see the initial request and map the workflows, resolution paths, and insights required to keep improving how work gets done. That's why a true Work Graph®, sitting at the center of a deliberate service management strategy, matters. It underpins the flow of work and accelerates decision making. In the age of AI, closing a ticket quickly isn't enough. Organizations that understand the context of work and build workflows to address it autonomously will win." - Liz Miller, VP and Principal Analyst, Constellation Research
Built on infrastructure designed for AI to work
For 18 years, Asana has helped 180,000+ customers and millions of users coordinate work, giving us a deep understanding of how work moves across organizations*. Those patterns shape the enterprise Work Graph® - the infrastructure Asana Service Management runs on to connect every request to the people, agents, and work needed to resolve it.
The Enterprise Work Graph: Full context moves when a ticket needs cross-functional orchestration or becomes a project.
Asana is multiplayer. Every workflow runs in a shared space. Human teams across departments and AI agents act on the same plan, see the same context, get smarter with every interaction and move work forward together.
Shared memory. Every task completed, every piece of feedback given, every preference your team sets gets carried forward — so no one repeats the context they've already given, and every workflow starts smarter than the last.
Enterprise governance. Every request, resolution, and ticket has a full audit trail so IT leaders get visibility across all departments, not just the IT queue.
"
Asana Service Management connects intake, approvals, automated workflows, fulfillment, and communication in one experience. Routine requests can move through predefined workflows with less manual intervention, while IT maintains the appropriate controls and visibility throughout the process. That changes IT’s role from being the gatekeeper for every request to being the shepherd of a secure, consistent, and increasingly automated service experience." - Adam Erickson, IT Operations Director, Array Behavioral Care
One system for every department
Most Enterprise Service Management solutions are one-size-fits-all. They retrofit other teams onto a platform that was built for IT in the first place.
Asana Service Management was designed from the ground up for cross-functional teams so it is more intuitive for everyone. Now all employee service work across departments can be handled in one intuitive system:
Always-on IT support boosts productivity: Password resets, VPN issues, access provisioning, Okta changes, and hardware and security issues get routed and handled correctly.
Free up HR teams to focus on people. New hires get onboarded, provide information about leave requests, and benefits questions get answered, all without HR touching a ticket.
Keep the workplace operations running. Book a room, request a parking pass, plan an event. The request routes to the right system and confirms back automatically.
Automated finance, intact governance. No more chasing down approvals. Expense reports, invoices, and purchase orders move through the pipeline automatically.
Route legal requests without slowing review. Contract intake, compliance inquiries, and legal protection requests move through the same system, so bottlenecks don't build up across the business.
Getting started
Asana Service Management is available today. Reach out to your Account Manager for pricing details specific to your team size and request volume.
If you are not yet an Asana customer, schedule a demo to see how the platform handles the requests your team is fielding today.
* As of January 31, 2026
