IT Service Management Template

Manage incoming, templatized IT requests and kick off major projects. Prioritize and distribute work. Track progress and report on performance metrics.

IT Service Management Template
#IT#Operations

Manage service requests, incidents, changes and problems with ITSM workflows

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.

Why you need this template

Processes can be inconsistent.

Processes can be inconsistent.

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.

Service and change requests come in from multiple sources

Service and change requests come in from multiple sources

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 lack the necessary information.

Incoming requests lack the necessary information.

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.

Ready to try this template in Wrike?

Ready to try this template in Wrike?

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Ready to try this template in Wrike?

This Template contains:

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: 

  • Change Management
  • Service Requests
  • Incidents 
  • Problem Management

You can find and edit these workflows in the relevant Account Management Section of your Wrike account.

2 request forms:

  • Contact IT service desk
  • New employee onboarding request for work intake

IT Team Dashboard to monitor work progress.

IT Team Calendar to visualize scheduled requests in the pipeline 

Reports to analyze work results