IT service management template
Respond to requests, resolve incidents, address problems, and deploy changes fast.
best for
IT operations
key features
Help desk
Manage requests
Resolve incidents
What is an IT service management template?
Designed specifically for IT teams, this template facilitates high-velocity service management. Containing powerful ITSM categories with dedicated features, it can help you resolve incidents, approve changes, and fix problems fast.
What does the IT service management template include?
Alerts and on call schedules
Jira Service Management centralizes, filters, and enriches alerts across all your monitoring, logging, and CI/CD tools to ensure your teams respond to issues quickly while avoiding alert fatigue. Teams can automatically combine related alerts, and add attachments, notes, and links to maximize available information about incidents. And with customizable oncall schedules, routing rules, and escalation policies, teams can handle alerts differently based on their source and urgency.
Automated change requests
With deployment tracking in Jira Service Management, teams can automatically create change requests when deployments are initiated to selected services, providing automated and accelerated approvals, along with seamless insight for incident responders. And with the change calendar, teams have a full picture of past and future changes that could potentially be the cause of an incident.
Assets
Assets in Jira Service Management helps you anticipate the downstream impact of changes, so your dev and ops teams can manage risk for more frequent, seamless deployments. When incidents do occur, Assets lets you quickly view the dependencies between configuration items or assets and services to resolve incidents and uncover the root cause of problems.
Multi-channel support
Jira Service Management empowers customers to report incidents across multiple channels, providing a single source of truth for incident managers. Using the service catalog or portal, customers have access to streamlined forms that route incidents directly to the teams that support them. And with Jira Service Management Chat, customers can submit incidents and get status updates directly from Slack or Microsoft Teams.
Resolve incidents faster
Collaborate on and resolve incidents faster than ever with one-click escalations to Opsgenie. For critical issues, use on-call scheduling, alerts, incident swarming and more to give the right people all the information they need to take action.
Track and approve changes
Break down barriers with development teams and speed up workflows by automating changes. Lighten the load with automated change risk assessments, advanced approval workflows, and integrations with CI/CD tools like Bitbucket Pipelines, Jenkins, and CircleCI.
Fulfill service requests quickly
Based on ITIL best practices, this template is designed to help you work more effectively across teams to fulfill service requests faster than ever. Agents are supported by features such as bulk actions and machine learning capabilities that intelligently group similar requests.
How to get started with the IT service management template template
This template uses Jira Service Management to help you resolve incidents, approve changes, and fix problems fast.
