IT service management template

Manage requests, incidents, and changes so you can deliver great service, fast.

ITSM queue view Jira Service Management


Designed specifically for IT teams, the ITSM (IT service management) template unlocks high-velocity service management. The template includes features dedicated to critical ITSM practices, so you can respond to requests, resolve incidents, address problems, and deploy changes fast.

IT service management template

Jira Service Management
Ideal for

• IT teams 
• DevOps teams
• Operations teams
• Service teams

Request types

• Change
• Incident
• New feature
• Problem
• Service request
• Service request with approval

How to get started with the IT service management template

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1. Respond to 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.

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2. 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.

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3. Resolve incidents faster

Collaborate on and resolve incidents faster than ever with one-click escalations. 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.

Additional resources

More templates for service management

Guides and articles

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What is ITSM? A guide to IT service management

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Incident management best practices and tutorials

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Jira Service Management quick start guide