Are the forms Microsoft Forms?

No, ITSM360 includes an embedded form builder tool optimized for ITSM use cases. You can easily use a Microsoft Form for creating a ticket, but the ITSM360 form options give you greater flexibility for routing and automation/logic.

Are there approval options for equipment ordered?

Yes, each orderable item can be marked as needing approval, and a Power Automate Workflow is the approval mechanism in the solution. It also means that approvers do not need to enter the ITSM360 solution, and you don’t need any subscription for approvers.

Can I deploy the app multiple times?

Yes, you can deploy the app as many times as you want, and use specific configurations for each deploy. In that manner, you can deploy the app for English-speaking users on one channel or page, and on another page for German-speaking users.

I still want to use emails as a supplement to the self-service app/portal, possible?

Yes, this is possible. A default email address for creating tickets is always available in the solution, and there can be more than one.

IT self-service app for Microsoft 365

A self-service portal or app is a necessity for modern organizations to reduce email and phone calls to their service desk.

The problem with self-service offerings is user adoption. Consider that many employees might use self-service only once during their employment, so it must be easy to use and easy to find.

With ITSM360, a flexible self-service app is included:

Multiple deployment options – deploy it for various departments and languages
Supports ESM, one app connects to several service touch points
Code-free setup and customization
Connects to Copilot Agents for knowledge search
Optimized for mobile and PC use
Connects to the ITSM360 data source and solution

Microsoft Teams

Drive adoption

Using Microsoft Teams as your channel for IT self-service makes it easy for users, they don’t need to raise a ticket to find your self-service – it is embedded into their daily workflow.

SharePoint

Add as webpart

If you have a mature SharePoint-based organization, you can add the ITSM360 self-service capabilities to your SharePoint pages and site, in as many places as it makes sense.

Copilot AI Agents

Optimize knowledge

Now you find the famous needle in the haystack. Connecting Copilot Studio developed agents is the tool you need to find what you are looking for.

One front-end.

Many departments.

ESM – Enterprise Service Management – is relevant for many, and it contributes to elevate and boost your service while keeping costs down.

To make it smart, use a single front-end app or portal for all your departments, and this is precisely what we offer you.

The ITSM360 Self-Service app connects to all your ITSM360 databases, allowing individual settings and parameters, so each department offers what they believe is best for them.

Book a demo

Features

The ITSM360 self-service app is an effective gateway for your users to reach your services, open 24/7, and prepacked with all the necessary features for modern IT self-service.

The app gives you the following features out of the box:

Operational announcements
Reporting incidents
Reporting cybersecurity events/incidents
Request services
Request equipment and assets
Overview of the users tickets, closed and open and communication
Sharing information with users about their assets and/or software
Embedded knowledge articles
Embedded Copilot agents for IT self-service
Multi-language supported

Download app description/flyer

ITSM360 Selfservice app - App Catalog and Settings

App Essentials

The ITSM360 self-service app is an SPFx-developed app hosted in your own managed/governed Microsoft app catalog.

The app is flexible and can be customized without writing a single line of code.

Impact of the self-service

The ITSM360 self-service standard app delivers seamless integration directly within your existing Microsoft Teams environment, eliminating the costly barriers that traditionally hinder widespread adoption in service desk operations.

By positioning the application as a native Teams app with manifest file implementation, your organization ensures immediate accessibility through the familiar left-column interface, dramatically reducing user resistance and training overhead.

The strategic use of Microsoft Teams chat as the primary communication channel transforms ticket management from a disconnected process into a natural workflow extension, while embedded Copilot functionality provides advanced knowledge search capabilities within your controlled data boundaries.

This approach safeguards your company’s intellectual property while delivering the AI-powered efficiency your users demand, creating a comprehensive self-service ecosystem that leverages your existing Microsoft 365 investment rather than forcing expensive third-party integrations that fragment your operational infrastructure.

FAQ

DRIVE ADOPTION WITH MICROSOFT TEAMS

Transform Your IT Self-Service Strategy

Smart IT professionals recognize that the most effective solutions leverage existing infrastructure. For IT self-service excellence, the strategic choice is Microsoft Teams – because your users already operate within this environment daily.

By building upon Microsoft Teams as your foundation, you eliminate the learning curve and maximize user adoption from day one. This approach delivers immediate efficiency gains while reducing implementation costs and training requirements.

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Teams are available on all platforms and devices, including the self-service app

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Email is not effective from a Service Desk – use Teams Chat as the main communication

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Demonstrate rethinking and make it easy for your “customers”

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Microsoft adoption guide ->

Get demo

Add the app

Adding ITSM360 Self-Service to a Teams Channel

USING SHAREPOINT?

Unlock SharePoint’s IT Self-Service Potential with ITSM360

For organizations with a mature SharePoint strategy, integrating IT self-service capabilities directly into your existing intranet is a critical step toward maximizing efficiency.

The ITSM360 self-service app is engineered to meet this demand by allowing seamless integration into your SharePoint environment. You can load the app as a SharePoint web part directly onto any page, delivering a complete and contextual IT self-service experience precisely where your users are already working.

Furthermore, the flexibility to deploy the app multiple times in various configurations ensures that you can tailor the self-service portal to fit the specific needs of different departments or sites, empowering your organization and leveraging your existing Microsoft 365 investment for greater value.

Self-service in SharePoint

Creating new SharePoint page and adding self-service web part to SharePoint, and setting default configuration – including settting language to German.

COPILOT DRIVEN ITSM

Microsoft AI-Powered ITSM:

Complete Data Control & Efficiency

As AI continues to transform the ITSM industry, ITSM360 exclusively utilizes Microsoft AI services, giving you complete control over data sources and generative response capabilities.

We recommend using our pre-built template for Copilot Studio and enabling the Copilot within the self-service app.

With our HappyHelper/Copilot Agent, you can leverage Microsoft AI for advanced knowledge searches and seamlessly escalate a virtual AI session to a live agent, enhancing both efficiency and user satisfaction.

Get demo

Add the app

Adding ITSM360 Self-Service to a Teams Channel