Manage incoming, templatized IT requests and kick off major projects. Prioritize and distribute work. Track progress and report on performance metrics.
A successful IT Service Management team provides high quality and timely service, enabling other teams and individuals to do their job and constantly improve processes. It's more than just working on tickets.
All teams are different. This setup uses Information Technology Infrastructure Library – the most commonly used ITSM framework – to provide a base configuration and sample data to demonstrate one of the ways an ITSM team can work in Wrike.
Without established and clear processes for each type of work an IT team does, you and your team can easily become overwhelmed. Inconsistent processes lead to significant delays in execution and lower quality of service.
Use Wrike's folders to create a structure based on what your team does, combined with specific workflows that address different types of work your team deals with every day. The template structure, including workflows and fields for categorization, is based on ITSM best practices.
Without established and clear processes for each type of work an IT team does, you and your team can easily become overwhelmed. Inconsistent processes lead to significant delays in execution and lower quality of service.
Use Wrike's folders to create a structure based on what your team does, combined with specific workflows that address different types of work your team deals with every day. The template structure, including workflows and fields for categorization, is based on ITSM best practices.
It's difficult to track different types of work your team handles and if anything critical is being delayed.
Wrike's Dashboards and Reports make it easy to get an overview of what each team member is working on at any given time. You can also keep track of planned and future work by using Calendars.
It's difficult to track different types of work your team handles and if anything critical is being delayed.
Wrike's Dashboards and Reports make it easy to get an overview of what each team member is working on at any given time. You can also keep track of planned and future work by using Calendars.
Without a dedicated ticketing and project management system, requests come in through emails, IM chats, and hallway conversations. Tracking different types of work with multiple tools is difficult to keep up with.
In Wrike you can track all your tickets and projects and review overall progress with dashboards and reports. Wrike's custom request forms ensure that all incoming requests can be properly assigned, managed, and tracked.
Without a dedicated ticketing and project management system, requests come in through emails, IM chats, and hallway conversations. Tracking different types of work with multiple tools is difficult to keep up with.
In Wrike you can track all your tickets and projects and review overall progress with dashboards and reports. Wrike's custom request forms ensure that all incoming requests can be properly assigned, managed, and tracked.
Incoming requests are missing important details. Going back and forth with the requester causes unnecessary delays.
With a custom and dynamic request form, you collect all necessary details up front. You can even auto-assign projects to team members and determine if a request needs approval based on the request type.
Incoming requests are missing important details. Going back and forth with the requester causes unnecessary delays.
With a custom and dynamic request form, you collect all necessary details up front. You can even auto-assign projects to team members and determine if a request needs approval based on the request type.
The IT Service Management space and several subfolders and projects to organize your work, including this guide. Feel free to edit this structure any way you see fit.
ITSM workflows:
We set up 5 custom workflows for steps followed in the standard ITSM processes:
You can find and edit these workflows in the relevant Account Management Section of your Wrike account.
IT Team Dashboard to monitor work progress.
IT Team Calendar to visualize scheduled requests in the pipeline
Reports to analyze work results
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