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ITSM project basics

Learn about these ITSM basics and the strategic approach to designing, delivering, managing, and improving the way businesses use IT.

Set up your ITSM project

The IT service management template is packed with useful integrations that can help you get the most out of your ITSM project. We recommend that you set up your project this way:

Learn more about setting up an ITSM project

Service requests

A service request is a user request for something new. Learn how service requests work.


Changes are the addition, modification or removal of anything that could have an effect on services. Learn how changes can be managed.


Incidents are unplanned events that disrupt or reduce the quality of your service (or threaten to do so). Learn how incidents can be managed.


Problems are the cause (or potential cause) of those incidents. Learn how problems can be addressed.

Go beyond the basics

Take your ITSM project to the next level with our collection of helpful how-to guides, explainers and documentation. Learn best practices for IT teams.


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