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.
Playbook templates are available on Jira Service Management Premium and Enterprise plans.
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
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