Self-Service Portal

Run IT like a business

The ITSM360 self-service portal gives end users a simple, web-accessible front end to their IT support organization. The portal provides access to common actions, such as requesting services, logging incidents, viewing knowledge articles and monitoring the status of active requests and incidents.

Knowledge anytime, everywhere

By implementing the ITSM360 Self-Service Portal, you make your IT knowledge available to all your employees from any computer, tablet or smartphone – with real-time, 24/7 access.

If the answer isn’t available, employees can easily escalate questions by creating a ticket.

Consumer Experience

ITSM360’s customer-facing Service catalog allows users to search for needed services and initiate service requests from a modern and user‑friendly storefront just as they do on their favorite consumer sites.

Highlighted Features & Benefits (End users)

  • Knowledge Base

    Access helpful information from “how-to” guides to YouTube videos – enabling employees to help themselves.

  • Standard Request Catalog and Asset eProcurement

    Request new IT services or assets (devices and software/licenses) through intuitive storefronts.

  • Issue logging

    Log issues for resolution by the Service Desk. Knowledge articles are automatically suggested during the logging to facilitate self-help.

  • Announcements and individual notifications.

    Get global announcements stating that a business application is unavailable or individual notifications that a ticket status has changed.

  • Monitor incident or request statuses.

    Track the progress of your incidents or requests and browse through closed tickets to find reusable answers.

  • On-ticket-messaging.

    Send and receive instant messages on incidents and service requests.

  • Confirmation of Ticket Resolution.

    Confirm that a resolved issue has been fixed or requested service has been fulfilled, before it is closed.

  • Ticket Satisfaction Surveys

    Rate the received support on an Incident or Service Request post resolution.

Highlighted Features & Benefits (IT)

  • Speed up request fulfillment

    Capture the right information and have fulfillment steps automatically tasked, assigned or even automated with custom forms and fulfillment workflows.

  • Prevent Duplicate Tickets

    Prevent duplicate tickets, which are common during any high impact incident, by broadcasting global announcements about known service disruptions.

  • Reduce phone calls and emails

    Reduce time-consuming phone calls and “unstructured” emails with structured self-service requests, which can be auto-routed to an individual agent or a team based on classifications.

TALK TO US

We are ready to talk ITSM with you, and how SharePoint and ITSM360 can make a difference in your organization