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Set up an IT service management project

The IT service management (ITSM) template has a number of useful features ready to use out-of-the-box when you create a new project. However, some integrations and features require additional set-up so you can get the most out of your ITSM project.

Incident management

Integrate call scheduling, alerting, and incident swarming with your service project to instantly let the right people know about critical issues while giving them the context they need to take action. Learn how to use modern incident management.

Change management

Flag, review, and approve changes before they impact upon service quality, and set up deployment tracking using Bitbucket or another CI/CD tool. Learn how to set up change management for your service project.

Automation rules

Automation rules remove the need to perform manual, repetitive tasks by allowing your teams to automate their processes and workflows. For example, you can automate your change approvals to make sure you receive notifications about any event related to a change. Learn how to use Automation rules to automate your projects.


If a change to one service potentially impacts your other services, you can create a service relationship. You can then use this service relationship and automation rules to flag changes that could impact a critical service, before those changes go live. Learn how to add a service relationship.

Service-level agreements (SLAs)

Track how well your team is meeting the level of service expected by their customers for incidents or service requests. Once SLAs are set, your team will be able to see how requests should be prioritized to meet your service goals, and plan timelines for their resolution. Learn how to set up SLA goals.


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