Incident Management

Ready to leverage the
power of Microsoft

in your service desk?

Whether you’re a Manager, Employee, or an End User, ITSM360 empowers you to play a role in managing your incidents in a familiar setting. Our platform keeps ticket handling simple and centralized, with ticket-centric functionality in a SharePoint or Teams environment.

With powerful customization, a wide array of ticket management features, and integration with our asset management capabilities, ITSM360 empowers your business to take incident management to the next level at a very affordable cost!

Out of the box
multi-role support

Management

Leverage the power of Microsoft Power BI and its seamless integration with ITSM360 to gain powerful insights into your teams’ performance, service management processes, and overall business trends.

Employees

With ITSM360’s tight integration with the Microsoft ecosystem, employees can ramp up quickly in an environment they are already familiar with. Configurable libraries, workflows, and a standardized UI means that employees can focus on getting work done instead of getting up-to-speed.

End Users

Give your end users the tools they need to proactively engage with your service management framework. Our self-service portal empowers end users to submit and manage incident & service requests on their own schedule.

Unified environment in a familiar format

Keeping it simple and centralized

Centralized Environment

Engage directly with management, colleagues, and end users from each ticket. ITSM360’s centralized approach to ticketing means that employees can easily communicate with stakeholders while ensuring that all relevant parties have access to the ticket in question.

The ticket interface supports classification of incidents based on impact and urgency, enabling employees to easily prioritize work and determine SLA target times. This empowers your staff to quickly get all the critical information they need from a single interface.

Simple Ticket Creation

New ticket creation is a breeze with ITSM360’s support of multiple ticket creation channels, such as e-mail, phone, and the self-service portal (both web and mobile access). Post-creation, tickets can be automatically assigned to caseworkers—or groups—based on the ticket’s classification.

Easy ticket creation options not only enable your employees to be more productive, but empowers end users to directly engage with your company via self-service ticket management features.

Curious? Come check it out!

What sets ITSM360 apart

A look under the hood

Ticket Actions

Issue resolution typically involves multiple actions, such as forwarding a ticket to a colleague, escalating a ticket to management, and approving/disapproving requests. ITSM360 enables employees to perform all of these actions and much more. In the case of multiple tickets, ITSM360 supports bulk actions that enable users to message, update, or assign multiple tickets.

Notifications

ITSM360’s built-in support of customizations options enable employees to create personalized e-mail notification templates. Dynamic placeholders, such as the recipient’s name or ticket data, allow for the creation of highly relevant e-mail notifications.

Asset Integration

ITSM360’s incident management platform works seamlessly with our asset management features. In cases when an asset is responsible for an incident (e.g., an asset malfunctions), employees can associate the asset or configuration item with the ticket. In addition, whenever a new asset is requested, employees can update the asset database directly from the ticket.

Easy to use? You bet.

With fully customizable forms, a familiar SharePoint environment, and the auto-inclusion of relevant ticket information, ITSM360 ensures the seamless integration of powerful functionality with a flawless user experience.

Robust Customization

All forms are fully customizable, enabling your company to capture highly specific content as it relates to your business model. Utilize SharePoint Designer to create custom forms and basic workflows; if your workflow requirements are more advanced, ITSM360 integrates with Microsoft Flow to automate workflows and tasks.

Intuitive Organization

Create environments that make sense for you using SharePoint views. This feature enables employees to group tickets based on specified criteria, ensuring that what’s displayed is both relevant and meaningful. Our centralized approach offers a number of features from within views, such as SLA history, ticket conversations, e-mails, and requester history.

On-demand Information

ITSM360 supports the resolution process by supporting the inclusion of relevant documentation for each ticket. Support personnel can easily access KB how-to articles from tickets, view workarounds, and display recent changes based on the ticket’s classification.

Continuous Improvement

Manage your
entire lifecycle

Problem Management

ITSM360 empowers businesses to manage the entire incident → problem → change lifecycle across the enterprise for continuous service improvement. Problems can be logged from an incident or multiple incidents can be associated with a defined problem. Build solutions for employees by creating documentation for known errors and then scheduling changes directly from the problem record.

Change Management

Our platform gives your company the tools it needs to quickly assess risks, prioritize change requests, and then schedule implementation. ITSM360—based on ITIL processes—is a lifecycle-oriented solution that seamlessly enables companies to manage change from early-stage problem identification to ultimate release implementation.

Release Management

Document the entire pre-release cycle within ITSM360 to mitigate risks, including all build and test steps. Plan and bundle multiple changes into single deployments to reduce service downtime.

See for yourself…

ITSM360 combines the power of the Microsoft ecosystem with a robust platform designed to handle all aspects of your service and incident request requirements.

Take it for a spin to see what ITSM360 can do for your organization.