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.
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.
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.
You might be interested in these templates
You can only access this template when you create a new space. You can access the use case templates gallery through the space creation wizard. When you opt to create a new space, the template gallery opens by default.
- Click the ‘+’ button in the upper-right corner of your workspace.
- Select ‘Space’.
- On the page that opens, hover over the use case you want and click ‘Preview’. You can use the search bar above the list to look for the required template.
- Now, you can see more information about the use case. Click ‘Select’ to create a space.
Yes, there are.
- To use this template, you need to have at least the Business plan or up. Check our plans here.
- This template is available only to account owners. Check your role in your account.
- To use this template, you need the following features available in your account: dashboards, request forms, reports, custom workflows.
- This template is available in all the supported languages.
Check the prerequisites above. If you don’t match one of the prerequisites, talk to your space admin or your account owner. If you match all the prerequisites and you still can’t see the template, feel free to reach out to the Wrike support team.