ITSM360 – A Service Desk for Everyone

With ITSM360 you have a solution that covers all needs – from management to end-user.

Managers

ITSM360 give team leaders and managers better oversight into team activities, strong reporting capabilities powered by PowerBI.

ITSM360 supports the classic ITIL Service Desk Management processes. ITIL is supported in a sufficient, but not limiting way. This means that your business does not have to apply the “rules” of ITIL rigorously to gain the benefits of ITSM360.

Staff

ITSM360 increases your staff productivity and limits the headaches related to complex UI’s and workflows.

Use of standard Microsoft UI, Microsoft workflow engine, SharePoint document libraries and more are the driver for easy use and configuration.

End Users

Perhaps the most important part. Many ITSM360 clients run already SharePoint intranets, and the introduction of a SharePoint portal for self-service and knowledge base increases your user’s satisfaction.

The portal contains self-service, automation capabilities and is compatible with Microsoft bot framework.

The portal can be configured as you want with your branding and supports multiple languages.

Tickets

Incident Management & Request Fulfillment

Manage and prioritize incidents to rapidly restore services and keep your end users in the loop with personal notifications and instant messages.

Increase service quality and customer satisfaction by automating repetitive tasks and processes to cut down on manual effort and fulfillment delays.

Highlighted Features & Benefits

  • MULTI-CHANNEL SUPPORT

    Revolve tickets raised via multiple channels such as email, self-service (web & mobile accessible), phone or walk-ins.

  • FORM CUSTOMIZATION

    Customize Incident and Service request form templates to capture the right information in order to improve First Call Resolution (FCR).

  • END USER INFORMATION

    Learn more about your end users with user information coming directly from Azure Active Directory and Delve.

  • Auto-assignment

    Automate ticket assignment based on ticket classification.

  • SLA Priorities

    Classify incidents by impact and urgency to prioritize work and determine SLA target times. Tickets can be born with default impact and urgency dependent on its classifications.

  • Bulk actions & Quick commands

    Quickly update, assign or send messages on one or more tickets.

  • All Support Interactions in One Place

    Communicate seamlessly, personally and efficiently with end users, colleagues and third-party suppliers directly from the ticket.

  • Views

    Organize tickets into views, groups of tickets based on certain criteria. Preview or open the tickets from your views or view associated information such as SLA history, ticket conversations, Emails, Requester history, and much more.

  • Knowledge Base & Ticket Information Hub

    Access helpful information from “how-to” guides and Known Error Workarounds to matching tickets and recent changes based on the ticket’s classifications.

  • CMDB

    Associate an Asset or Configuration Item (CI), which is causing an incident or being impacted, to a ticket, or update the asset database directly from the ticket, when new assets are requested.

  • Ticket Notifications

    Personalize email templates for sending notifications to end users and assignees by including dynamic placeholders.

  • Escalate as necessary

    Easily Raise a problem or Request a change from a ticket if necessary. Information will be inherited from the ticket and ticket status will automatically be moved to “Converted to problem” or “Pending Change”, respectively.

  • Ticket Forwarding

    Forward tickets to other service organizations, if multiple organizations are using ITSM360.

Problem Management & Known Errors

Streamline your incident-problem-change lifecycle across IT. Log a problem directly from any incident – or associate multiple incidents to the same problem, document solutions and workarounds as known errors and schedule changes directly from the problem record.

Highlighted Features & Benefits

  • Views

    Organize problems into views, groups of problems based on certain criteria. Preview information such as related tickets, resolution progress and priority classification directly from the view.

  • Prioritize work

    Classify Problems by impact and urgency to prioritize work.

  • Quick commands

    Easily create a Known Error or Change Request from a problem. Information will be inherited from the problem and the problem will automatically be updated accordingly.

Change & Release Management

Keep everyone on the same page, when planning changes and new releases. Assess risks, prioritize change requests and schedule implementations. Easily document your build, test, implementation and backout plans to mitigate risks.

Highlighted Features & Benefits

  • Pre-authorized Standard Changes

    Easily request standard changes from the catalog of pre-authorized, low-risk standard changes.

  • Custom Templates & Workflows

    Build custom Change templates and workflows for your different change processes, e.g. your normal change process and emergency change process.

  • Release Planning

    Plan and bundle multiple changes into a single deployment to reduce service downtime.

TALK TO US

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