ITSM360 Blog
Articles on ITSM best practices, Microsoft 365 tips, and product updates.
12 November 2026
Incident management in Microsoft Teams: one example outage, minute by minute
One example outage, on the clock. The lifecycle worked as designed, and the twenty-seven minutes before anyone logged the incident are where the time went.
12 November 2026
The ITSM maturity model and self-assessment
Maturity models are useful and easy to misuse as a reason to buy more tooling. The five levels, an honest self-assessment you can run today, and what moves you up.
11 November 2026
ITSM and the CMDB: why configuration data rots
Almost every ITSM team agrees a CMDB is a good idea. Far fewer trust the one they have. Why configuration databases quietly rot, and what keeping them where the work happens fixes.
11 November 2026
Lean ITSM: the biggest waste is the one nobody measures
Lean means removing work that adds no value. Applied to ITSM it usually means fewer workflow steps, which misses the biggest waste of all: the handover tax between systems.
9 November 2026
Microsoft ITSM: Why Modern Service Management Lives Inside Microsoft 365
Modern ITSM is not about a nicer interface. It is about where service management runs: inside Microsoft 365, close to the work, the data, and the AI. Here is what actually changed, and why it matters now.
6 November 2026
What an ESM framework is, and why it stalls
Enterprise service management extends ITSM to HR, facilities, and legal. The framework is sound, so why do most ESM efforts stall at IT? The answer is about where it runs, not the design.
16 June 2026 · Thomas Bo Nielsen
Your ITSM platform could be the way in for a cyberattack
A recent ServiceNow API exposure is a useful reminder that an IT service management tool now holds sensitive data and runs critical workflows. It deserves to be treated as a business-critical system, secured accordingly.
2 May 2026 · Thomas Bo Nielsen
Big ITSM platforms are struggling with AI integration: why native Microsoft 365 solutions are gaining ground
While ServiceNow, SAP, and Salesforce spend billions to bolt AI onto existing architectures, native Microsoft 365 ITSM platforms get Copilot, governance, and identity for free. Why that matters for enterprises right now.
20 April 2026 · Thomas Bo Nielsen
ESM/ITSM is about to change radically, and Microsoft is the catalyst
Service management is moving away from standalone suites and into the place people already work: Microsoft 365. Why the shift is happening now, and what it means for ESM, ITSM, and the partner ecosystem.
3 April 2026
ITSM360 secures experienced investors and is looking for new partners
ITSM Company welcomes Joop van Voorthuijsen and Johanan Bos as private investors and opens a new chapter for the European partner network and a Germany office.
3 February 2026
ITIL 4 in practice: ITSM best practices that stick
ITIL 4 is the most sensible ITIL yet, and the easiest to leave on paper. What it changed, the best practices that earn their keep, and how to make them stick instead of frame them.