The ITSM360 app

EMPOWER YOUR TEAM & SAFEGUARD YOUR IT

Simplify IT management with a single solution build on Microsoft 365. This is the essence in ITSM360 – build on a proven ITSM framework and using the SharePoint features which has powered business-critical solution for over a decade.

As for process orchestration, you will find that SharePoint/Teams delivers outstanding process support, and you will have different ways of adjusting/customization of the pre-packed IT processes which you will find in ITSM360.

ITSM360 = The most secure and flexible ITSM platform

 

ITSM360 is ready to power your processes, and you have great options for customization the out-of-the-box features, integrate to master data or build your mini-app in top of ITSM360.

The best ways that are offered by the ecosystem are:

Standard SharePoint settings and configuration

With the inbuilt native standard SharePoint settings you will be able to:

  • Add, delete or modify fields (columns)
  • Create or delete content types (a content could be a process e.g. major incident)
  • Add, delete or modify views
  • Set and modify permissions

There are also other standard configuration options in the SharePoint list settings – like version track/settings and more. The above is the most important in relation to ITSM scope, and we refer to the Microsoft documentation for more advanced information.

Benefits:

Using the standard SharePoint settings is a fast way to change basic fields and views, and controlling basic behavior. In most cases, all the basic set-up and configuration is made by using these settings which makes the basic configuration extremely fast.

Microsoft Flow

Microsoft Flow is a relatively new technology from Microsoft, intended to replace SharePoint designer.

Flow offers automated workflows between your favorite apps and services so you can get messages, sync files, collect data and more.

Flow gives you strong ways for configuration of:

  • Workflows
  • Simple integration to Microsoft solutions and a lot of 3’part solutions like BMC, ServiceNow and other services. See flow.microsoft.com for standard integration flows
  • Batch jobs

SharePoint Designer

SharePoint Designer is an old and well-proven technology, which supports both old on-premises versions of SharePoint and SharePoint Online.

We expect, that this platform will be discontinued, but as for the following task the platform is suitable for creating fast results:

  • Advanced workflows and approvals (could be changes or service request fulfillments)
  • Automation

Microsoft Power App

PowerApps – also a relatively new technology which is evolving fast.

The main benefits of PowerApps are the configuration of tailormade forms, mobile apps, or combine data from ITSM to other platforms.

Benefits from PowerApps:

  • Custom demands like expanding ITSM processes into the business or other objectives can be made with PowerApp and Microsoft Teams
  • Availability of standard connectors to many data sources

Microsoft Power BI

All standard reporting in ITSM360 has been replaced by full compatibility to PowerBI.

PowerBI is a strong report and BI platform, which is able to generate reports and dashboards. The Power Platform includes BI, Apps, and Flow which make sit possible to share and use knowledge in all contexts.

Benefits from PowerBI:

  • Supports business leaders, analytics, IT and is a data repository for developers and architects
  • Easy to drag and drop creation of reports and visualizations

PowerShell

PowerShell is a task-based command-line shell and scripting language built on .NET. PowerShell helps system administrators and power-users rapidly automate tasks that manage operating systems (Linux, macOS, and Windows) and processes.

PowerShell jobs are stored within ITSM360 and can be executed from ITSM360. The execution could be triggered by workflows, timer features or by manual actions.

The benefits of PowerShell are many but in particular governance. With PowerShell jobs, you execute a pre-approved series of task, but you have business reasons or approval stored in your ITSM solution.

PowerShell is an easy and low-cost solution for automation procedures.

Web-services powered by Microsoft Graph

Microsoft Graph is the gateway to data and intelligence in Microsoft 365. It provides a unified programmability model that you can use to access the tremendous amount of data in Office 365, Windows 10, and Enterprise Mobility + Security.

Benefits:

Microsoft Graph is extremely strong for data exchange within the Microsoft ecosystem, and gives high security (no data leaves your tenant).

Custom web-services

SharePoint (and ITSM360) supports Representational State Transfer – REST service.

This means that developers can perform Create, Read, Update and Delete (CRUD operations) operations, using REST web technologies and standard Open Data Protocol (OData) syntax.

Benefits:

You can interact directly with ITSM360 objects by using any technology that supports standard REST capabilities.

SharePoint Add-ins

A SharePoint Add-in is a self-contained piece of functionality that extends the capabilities of SharePoint websites to solve a well-defined business problem.

Add-ins can be downloaded from Microsoft App Source, and be integrated into ITSM360.

However, if you have demands for very special business logic, you will be able to develop your own SharePoint Add-ins.

These add-ins have very small footprints compared to SharePoint solutions, and you can build them by using almost any web programming technology such as HTML5, JavaScript, CSS3, and XML.

Benefits:

Add-ins don’t have custom code that runs on SharePoint, as it is being executed in the cloud or by your client computer.

This means, that the code can stay isolated from the native ITSM360 road-map, and works independently compared to the road-map.