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.
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.
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.
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