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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

<h5>Make all processes consistent</h5>
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.

<h5>Streamline service and change requests in one place</h5>
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.

<h5>Capture all critical information for incoming requests</h5>
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.

<p>Ready to try this template in Wrike?</p>

Ready to try this template in Wrike?

Free 14-day trial. Easy setup. Cancel anytime.

<p>Ready to try this template in Wrike?</p>

Set up your ITSM workflow with these Wrike features:

plaintext-templates_it-service-management_en_3plaintext-templates_it-service-management_en_3

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.

plaintext-templates_it-service-management_en_2plaintext-templates_it-service-management_en_2

Request forms

  • Contact IT service desk
  • New employee onboarding request for work intake
plaintext-templates_it-service-management_en_4plaintext-templates_it-service-management_en_4

Calendar

Use IT team calendar to visualize scheduled requests in the pipeline.

plaintext-templates_it-service-management_en_5plaintext-templates_it-service-management_en_5

Reports

Set up reports to analyze work results. 

plaintext-templates_it-service-management_en_3plaintext-templates_it-service-management_en_3
plaintext-templates_it-service-management_en_2plaintext-templates_it-service-management_en_2
plaintext-templates_it-service-management_en_4plaintext-templates_it-service-management_en_4
plaintext-templates_it-service-management_en_5plaintext-templates_it-service-management_en_5

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. 

<p>Ready to try this template in Wrike?</p>

Ready to try this template in Wrike?

Free 14-day trial, Easy setup, Cancel anytime

<p>Ready to try this template in Wrike?</p>

FAQ

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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