Use Wrike’s enterprise service management template to request the services of a team, create incidents to track team resolutions, and leverage a knowledge base to empower your organization.
Want to try transforming your services with Wrike’s enterprise service management template? We’ve outlined four simple steps to help you hit the ground running.
Step 1: Design your services
Enter the “ESM” Space from your Wrike homepage. There you’ll find a how-to guide, tutorial video, and several subfolders, including one named “Service Design.”
This contains all the steps you need to implement service management across multiple teams. Click to research, build, improve, or expand your organization’s services and track the progress using lists, color-coded calendars, or Gantt charts.
Step 2: Build a knowledge base
Easy access to information reduces the number of tickets raised. Build a knowledge article by adding, organizing, and storing articles in the “Knowledge Base Management” subfolder.
Create custom requests to write articles in response to common queries. Use defined workflows and tools to track article progression through submission, approval, and review across different departments and teams.
Step 3: Execute services smoothly
The third folder is called “Service Desks.” This is where you can manage and monitor the various teams that handle tickets in your organization.
Click into a team to view the service items, due dates, assignees, and status. Service providers can sort and filter to find the relevant item, saving time and accelerating SLAs. Ensure that items are prioritized efficiently by using custom fields such as impact, source, or urgent.
Step 4: Monitor progress
Use dashboards to get a bird’s-eye view of multiple items such as Incidents, Service Requests, and Problem Records.
View tickets based on custom items, such as description, location, or team, to highlight challenging areas.
Submit a change record to give extra stakeholder visibility into additions, modifications, or removals. Automate follow-up surveys to assess customer experiences and improve on future delivery.
