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.
Use this guide to build the template in Wrike.
#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 more efficiently in Wrike.
Why you need this template
Make all processes consistent
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.
Streamline service and change requests in one place
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.
Capture all critical information for incoming requests
With a custom and dynamic request form, you collect all necessary details upfront. You can even auto-assign projects to team members and determine if a request requires approval based on the request type.
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Set up your ITSM workflow with these Wrike features:
Custom workflows
We set up four 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.
Request forms
- Contact IT service desk
- New employee onboarding request for work intake
Calendar
Use IT team calendar to visualize scheduled requests in the pipeline.
Reports
Set up reports to analyze work results.
Custom workflows
We set up four 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.
Request forms
- Contact IT service desk
- New employee onboarding request for work intake
Calendar
Use IT team calendar to visualize scheduled requests in the pipeline.
Reports
Set up reports to analyze work results.
Ready to try this template in Wrike?
Free 14-day trial, Easy setup, Cancel anytime
FAQ
The IT service management guide is for technology teams that handle many requests and act in crucial infrastructure support functions to other teams.
With the IT service management guide, teams can manage incoming requests, task statuses and progress, as well as project performance.
There are custom workflows included in the IT service management guide, including 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.
IT Service Management resources
Case Study
Discover how Wrike brought irreplaceable efficiency to Fitbit’s launch process.
Case Study
Learn how Wrike helped this technology company reduce scrum periods by 80%.
eBook
The Digital Transformation Guide for IT and Ops Teams
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