Microsoft Teams in ITSM context
Enable your ITSM teams with ITIL apps in Microsoft Teams
We help you integrate ITSM within Microsoft Teams, the preferred collaboration platform for modern organizations aligned with Microsoft.
Everything in one place
Employees no longer need to switch between different systems – they can access all necessary apps within Microsoft Teams.
Teams as Self-Service Channel
Microsoft Teams is an ideal platform for providing self-service capabilities to your end users, addressing the common issue with self-service portals where users often struggle to find them.
Teams ITSM apps for IT professionals
Managing a modern IT organization requires teamwork, and most IT professionals collaborate within Teams today. The ITSM360 apps in Teams support these professionals in their work context.
ITSM360 leverages the essential features of Teams right out of the box
The entire ITSM360 app portfolio is available as Microsoft Teams apps.
Running these apps in Teams provides unique options and benefits.
The entire ITSM360 app portfolio is Teams-enabled. They are built on the Microsoft SPFx framework, and Microsoft Fluent UI components shape the UI.
The apps do not require any special Microsoft plans or costs; they can be uploaded to your Microsoft tenant app catalog.
The apps are managed and governed by the Microsoft Teams admin interface, where permissions and access are managed – like all other Microsoft Teams apps.
A strong feature of the Teams apps is multi-deployment. The same app can be deployed multiple times, either in the same Channel or in different channels, with specific app settings for each instance to reflect the needs of this particular deployment.
Microsoft Teams is fully supported on Android and iOS, enabling you to use the ITSM360 apps on all mobile devices.
The Teams apps can be deployed to channels in Teams or packaged as a manifest file and added to the left side of Teams.
Pinned self-service in Teams:
Native Teams features that benefit your ITSM use cases and practices
Utilizing Microsoft Teams for IT Service Management (ITSM) is not just a trend; it signifies a strategic shift from fragmented IT management to a cohesive, platform-based ITSM environment.
The Teams chat feature is an effective alternative to email. Chats are easier for users to respond to and quicker to compose.
In ITSM360, Teams chat is utilized across several modules and in various work contexts.
Example: Teams Chat started from Ticket Handling/Ticket App
We’ve all experienced situations where a user or colleague doesn’t respond to a simple yes-or-no or to a request for confirmation.
Adaptive Cards in Teams can be the solution you’ve been searching for. They provide a straightforward interface that lets users respond by pressing a button.
Service Integration and Management (SIAM), as defined by ITIL, refers to real-time collaboration with external parties, which is straightforward in Microsoft Teams: Share a Team or a Teams channel with the collaborator.
Supplier management practices can be enhanced by integrating relevant ITSM applications into the channel used for collaboration with external suppliers.
Use Teams for notifications instead of emails, as emails are rarely read.
Many IT professionals receive user chats, which are treated as tickets.
However, copying and pasting data into a record can be cumbersome, leading to many chats going unregistered.
With the ITSM360 Teams add-in, users can easily create ticket records without copying and pasting.
Copilot Agents are directly supported in Microsoft Teams through Entra AD single sign-on. Thus, using Teams enhances your AI plans rather than limiting them.
For end-users, Microsoft Teams promotes higher adoption than any other platform
There is a direct relationship between usability and adoption. Making it cumbersome for users to create a ticket is not effective.
This is why you should consider ITSM360 and the ready-made Teams app for IT self-service.
