The ITIL framework is highly regarded and widely adopted. Hence, ITSM360 powers a variety of ITIL practices, providing comprehensive process orchestration inside your IT team.
You can also implement other ITSM frameworks like FitSM or other inside ITSM360.
ITIL alignment in ITSM360
ITSM360: #1 Microsoft ITSM
ITIL Service Management Practices
Service Management Practices
Overview of ITIL supported practices within Service Management Practices:
+ Integration to Change Enablement
Flexible meta-data features for collaboration and design of services.
Efficient support for managing documents and streamlining workflows for business analyses (+collaboration)
IT Asset Management
CMS app and web parts for supporting returns and hand-out process of assets.
- JSON-based asset database structure for Endpoint specific data
Service Catalogue Management
Yes, with an inbuild form editor for service request model definition.
Adaptive app for Service Desk processes:
- End-user app
- Ticket handling app
Monitoring and Event Management
Event Management list including options for Power Automate controlled/triggered rule-set
Service Configuration Management
Fully CMS system for handling all configuration management processes.
Service Level Management
Two types of SLM are supported:
- High-level Service Targets on systems and service
- Measurements of time to action, time to respond, and time to fix on all requests
Complete Change Enablement with support of:
- Normal change processes
- Standard change processes
- Custom change models/processes
Full PM process support, including email and collaboration features.
Service Request Management
By the adaptive ticket management app.
ITIL General Management Practices
General Management Practices
Overview of ITIL supported practices within General Management Practices:
Architecture Management (partly)
The practice is facilitated by utilizing the native document management capabilities, leveraging their connections to the service portfolio and configuration item categories.
Knowledge Management and IT Documentation are widely supported in ITSM360.
The Portfolio processes for Defining, Analyzing, Approving, and Charter services are supported in ITSM360.
The practice is supported using the Service list, the request list, and project + management consoles (including SharePoint approval on the item level).
Inbuild features for handling suppliers and mapping contracts to suppliers.
Prerequisites: GRC360 add-on app.
Introducing our powerful built-in web part, specifically created to bolster your Continual Improvement Process.
This feature comes equipped with seamless collaboration and efficient email functionalities.
Measurement and Reporting
Service Reporting is not an integrated part of ITSM360, but the data structure is prepared for advanced use of Power BI for dashboard, monitoring, and prediction.
Standard Power BI reports are included in the basic deployment.
IT Project Management app as an extra module for ITSM360 is available.
GRC360 is an add-on to ITSM360 for handling GRC processes.
ITIL Technical Management Practices
Technical Management Practices
Overview of ITIL supported practices within Technical Management Practices:
Software Development and Management
Azure DevOps required