Why you need this template
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
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.
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.
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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.
- 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
FAQ
The IT service management template is for technology teams that handle many requests and act in crucial infrastructure support functions to other teams.
With the IT service management template, teams can manage incoming requests, task statuses and progress, as well as project performance.
There are custom workflows included in the IT service management template. These workflows are: Change Management, Service Requests, Incidents, and Problem Management.
Yes, the IT Team dashboard provides an overview of in progress, completed, and overdue tasks as well as service requests.
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IT Service Management resources