ITIL

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.

Power Automate ITSM Approval Workflow in ITSM360

Power Automate ITSM Approval Workflow in 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:

Incident Management
Adaptive Ticket Management app with inbuilt Incident Management capabilities.
Release Management
Included with;

+ Integration to Change Enablement

Service Design

Flexible meta-data features for collaboration and design of services.

Business Analysis

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.

Service Desk

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
Change Enablement

Complete Change Enablement with support of:

  • Normal change processes
  • Standard change processes
  • Custom change models/processes
Problem Management

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

Knowledge Management and IT Documentation are widely supported in ITSM360.

Portfolio Management

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).

Supplier Management

Inbuild features for handling suppliers and mapping contracts to suppliers.

Prerequisites: GRC360 add-on app.

Continual Improvement

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.

Project Management

IT Project Management app as an extra module for ITSM360 is available.

Risk Management

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:

Deployment Management

Intune/EndPoint Manager

Software Development and Management

Azure DevOps required

ITSM360 selfservice in Teams GIF