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.

2 request formsproject templates1 dashboard5 reportssupporting folder structure

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.

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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.

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


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.

Ready to try this template in Wrike?

Free 14-day trial, Easy setup, Cancel any time

IT Service Management resources

Learn from insightful case studies, eBooks, and whitepapers.