Playbook templates for Jira Service Management

Playbook templates help you standardize common ITSM, IT Operations, and HR service workflows without building playbooks from scratch. Each template provides a ready-made structure that combines guided steps and automation to help agents resolve work items consistently and efficiently.

To learn how playbooks work and how to create or customize them, read get started with playbooks.

They’re designed for Jira Service Management admins who want to standardize operational processes and reduce errors in complex workflows.

Each template includes:

• a predefined set of steps (instructional and/or automation rule steps)

• automation steps mapped to reusable automation rule templates where applicable

You can start from a template and customize it to match your team’s tools, policies, and workflows.

To access playbook templates:

• Go to Space settings > Playbooks > Templates. You can preview templates and start creating a playbook with prefilled fields.

IT Operations playbook templates

1 - High CPU on Amazon RDS

Use this template to investigate and mitigate high CPU usage on Amazon RDS instances.

Use when:
An Amazon RDS database instance shows sustained or unexpected CPU spikes affecting performance.

Typical steps include:

• check RDS CPU metrics

• retrieve instance details

• analyze slow queries

• scale or reboot the DB instance

• validate CPU reduction

• document findings

2 - Jenkins deployment failure

Use this template to diagnose and stop failed Jenkins deployments quickly.

Use when:
A Jenkins deployment fails and requires immediate investigation and containment.

Typical steps include:

• fetch the latest Jenkins build status

• review deployment logs

• validate Jenkins system health

3 - Major incident response plan (planned)

Use this template to coordinate end-to-end major incident response.

Use when:
An incident has high business impact and requires cross-team coordination.

Typical steps include:

• identify service owners

• gather response resources

• communicate with leadership

• manage Statuspage updates

• initiate post-incident review

4 - Manage change rollback

Use this template to safely roll back failed or high-risk changes.

Use when:
A deployment or change needs to be reverted to restore service.

Typical steps include:

• prepare rollback and notify stakeholders

• execute rollback

• verify rollback success

• communicate results

5 - Manage stakeholder communications

Use this template to communicate incident updates to stakeholders using Statuspage.

Use when:
An incident requires timely, consistent external communication.

Typical steps include:

• confirm affected services

• create incident on Statuspage

• post status updates

• close the incident

6 - Restart service with Azure runbook

Use this template when restarting a service or VM is the resolution path for an incident.

Use when:
A service restart is required to mitigate an incident.

Typical steps include:

• check logs and health metrics

• notify stakeholders

• start Azure runbook

• verify service health

• communicate outcome

ITSM playbook templates

1 - Provision software license

Use this template to manage software license requests from validation through provisioning.

Use when:
A user requests access to licensed software or a specific role.

Typical steps include:

• check user roles and entitlements

• check existing access

• request manager approval (optional)

• provision access

• notify the requester

HR Service Management (HRSM) templates

1 - IT setup for new employee

Use this template to automate IT access and tasks for new employee onboarding.

Use when:
A new employee joins and needs IT access and setup.

Typical steps include:

• create employee account

• provide group and tool access

• create onboarding tasks

• complete onboarding