[Use Case Templates] IT Service Management โš™๏ธ

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Hi Community ๐Ÿค—

We are happy to say that our Use Case Templates series continues ๐Ÿฅณ Today, weโ€™d like to introduce you to the IT Service Management template.

An IT Service Management team provides quality and timely service, enabling other teams and individuals to do their job and constantly improve processes. Wrike can help establish and manage IT service processes. This setup uses Information Technology Infrastructure Library โ€“ the most commonly used ITSM framework โ€“ to provide a base configuration and sample data to demonstrate one of the ways an ITSM team can work in Wrike.

Accessing Wrikeโ€™s Use Case Templates

In case you are new to Use Case templates, please note that they are available in the Space creation dialogue. To use a template, start creating a Wrike Space how you usually would and youโ€™ll see the option to create this space from a pre-made Wrike Use Case template:

Please note that now not only account owners and admins can use these templates, but also those users who have the right to create spaces ๐Ÿ˜Š

IT Service Management Template

This template space consists of a folder structure with sample folders, projects, and tasks, custom workflows, request forms, reports, a calendar, and a dashboard. It also contains a useful step-by-step guide on how to get started with this flow.

Step 1. Streamline Intake

Service Management starts with setting up an efficient channel for incoming requests. With Wrikeโ€™s request forms you can structure incoming work and automatically distribute requests to assignees or queues for prioritization and processing.

This setup contains two request forms:

  • Contact IT Service Desk
  • New Employee Onboarding request

You can try them out right away from the + menu. Account admins can edit them in the Account Management section of the Settings menu.

  • Submitting a request form will create a task in the Requests and Incidents folder, while IT technicians can get various types of alerts in addition to monitoring relevant dashboards.
  • You'll notice that all answers given in the form landed either directly into the task description or various additional custom fields.ย 
  • You can work on the task per your team's process to see how it matches your current workflow, e.g. transitioning to the different statuses.

๐Ÿ“ŒTip: Getting or granting an approval before work takes off can be helpful in your process. Notice that some of the custom workflows in this template contain an approval step.

๐Ÿ“ŒTip: You can also add or edit custom fields to capture and track additional information that your organization needs.

Step 2. Plan Teamwork

It is important to keep your projects transparent and updated for both your team and stakeholders. Calendars help visualize work items allowing you to get the big picture of the important events and projects at a glance.

๐Ÿ“ŒTip: Calendarsโ€™ External link is one of the features that keep external stakeholders updated.ย 

Step 3: Manage the Queue and Execute

Traffic control can be a major limiting factor for an IT Service team. To ensure prompt responses and timely resolutions, your team needs to be able to easily find new requests and work that has been assigned to them.ย 

By using dashboards in Wrike, you can create a visual board that shows all the relevant information at a glance. Your agents and engineers can be assigned tasks automatically or alerted about incoming requests via Wrike or other channels.ย ย 

This template includes an IT Team Dashboard that gives an overview of all tasks and projects that require IT Teamโ€™s attention.ย 

Step 4: Monitor and Report

Reporting on your team's progress and achievements provides food for thought when comparing outcomes vs. estimates. Reports will help keep growing request trends in check and adjust accordingly.

This setup includes several reports like ITSM: Incident by priority or ITSM: Change by Type that slice and dice team operations stats.

ย 

Would your IT Team or Service Team benefit from this use case template? Please comment below and share your thoughts ๐Ÿ‘‡

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

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I think it is a good template and a very logical system for a ticketing system. Unfortunately our IT already uses another software, so they will not switch to Wrike.

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If our entire company used Wrike, this would be a useful tool for people to contact the IT Service Desk.

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This is a very good template. This will be very valuable to our IT department. However we are small company and we only have 2 we people in our IT department. Right now, they use a different system. Maybe in the future! Thanks for sharing.

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Thanks for the template share along with the many tips, very useful.ย 

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Thank you, everyone! Even if you don't need to use this particular template right now, it can still be useful and give you some ideas for using Wrike for various cases ๐Ÿค—

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

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This could be super helpful for our IT team to have all work items in one place. They are currently using a different system for Help Desk items.

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Really great template, not sure if we have a use case for this at this time though!

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We currently have multiple IT areas in Wrike and already setup but this may give some ideas for process improvements! Thanks!

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Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

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I have already set up and currently use a system very similar to this. However, I am going to check out the template to see if there are ways I can improve my process and setup.ย 

Heather Hernandez, could you use external request forms to allow those that are not Wrike users to submit requests?

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We use a very similar approach, but not only for IT, but for any internal request/ticket. Using a custom field for "subject" and the form routing option we assign the created task to the right team member.

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Great to hear that, Ron Grover!ย 

It's interesting, Neyl Walecki, using a custom field for "subject". Is there a particular reason why you don't have this subject in the task title?ย 

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

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