How to get started with the ITSM template

Respond to requests, resolve incidents, address problems, and deploy changes fast.

Request types  Change Incident New feature Problem Service Request
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Related resources

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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

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IT service management template

Respond to requests, resolve incidents, address problems, and deploy changes fast.

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best for

IT operations

key features

Alerts and on-call schedules

Automated change requests


Multi-channel support

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.

On-call screenshot

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.

Change requests screenshot


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.

Assets screenshot

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.

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Time sensitive ticket

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.

Service bell window

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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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

This template uses Jira Service Management to help you resolve incidents, approve changes, and fix problems fast.

Set up your help center and portal

The help center is where customers can submit requests and access your self-service knowledge base. Set up the welcome message, announcements, and layout. Learn more.

Customize your request types

Help customers and agents by using tailored request types, or even creating your own. Learn more.

Organize your queues

Align your queue with the way your teams triage and address requests. Learn more.

Add agents

It’s time to get the party started! Add agents to your service project team. Learn more.

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