Features
ITIL focused
Because of the ITIL popularity, then ITSM360 is primarily based on these ITIL practices. Of course, you will be able to implement your non-ITIL processes (or vital ITIL processes) in the tool.
ITSM360-ENT Home page in SharePoint
ITIL General Management Practices
Leverage ITSM360’s built-in capabilities for supporting the ITIL general management practices.
Continual Improvement
SharePoint web-part for CIR (Continual Improvement Register) is a part of the standard release. This web-part supports the CI-process with email options, notes, links to other ITIL practices, etc.
Knowledge Management
Knowledge articles and IT-documentation features are based on SharePoint libraries and a custom list designed for knowledge handling/sharing.
Linkage of knowledge to ticket processes is possible.
Measurements & Reporting
We offer Power BI templates for ITSM business intelligence and reporting. Use Power BI for getting proactive insights into your ITSM-practices.
Read more about Power BI and ITSM here ->ITSM and Power BI
Portfolio Management
Manage your entire Service Portfolio with ITSM360, including relations to the BRM processes.
The Portfolio Management includes:
- Aggregation of tickets/cases to the service
- Operational model and dependencies to CI’s
- Roles/responsibility function/web part
- Service metadata
Project Management
As many IT organizations work with infrastructure or digital transformation projects, a unique IT project module is available for ITSM360.
Contact sales for more information about this module (the project module is not a part of the standard ITSM360-ENT package).
Project Management
As many IT organizations work with infrastructure or digital transformation projects, a unique IT project module is available for ITSM360.
Contact sales for more information about this module (the project module is not a part of the standard ITSM360-ENT package).
ITIL Service Management Practices
Increase your team’s productivity with the ready-made SharePoint & Teams web parts for ITSM orchestration.
Change Enablement
Pre-build data model and web part for Change Enablement included. Ability to design RFC’forms linked to processes executed by Power Automate.
Standard Change Process for Normal Change, Emergency Change, Post-change. Finally, the solution can handle your specific change flow.
Incident Management
Multiple incident origins are supported. As a result, emails, data entry forms from the self-service portal, or Teams create incidents.
ITSM360 stores incidents as a SharePoint list item. As a result, all standard SharePoint operations and process options are enabled for the Incident process.
IT Asset Management
ITSM360 offers great IT Asset Management features. First of all, assets are stored in the CMDB. Secondly, assets are tights into the incident process where you linkage between asset and incident is an option.
Web-parts for handling the delivery of Assets and returning of assets are also included.
Incident Management
Multiple incident origins are supported. As a result, emails, data entry forms from the self-service portal, or Teams create incidents.
ITSM360 stores incidents as a SharePoint list item. As a result, all standard SharePoint operations and process options are enabled for the Incident process.
Monitoring and Event Management
Consolidate Events raised by multiple sources in ITSM360. Event is a central SharePoint list in ITSM360, including integration interfaces (e-mail, SharePoint REST API, or Microsoft Graph).
Dependency feature from top Service to underlying CI included.
Incident Management
Multiple incident origins are supported. As a result, emails, data entry forms from the self-service portal, or Teams create incidents.
ITSM360 stores incidents as a SharePoint list item. As a result, all standard SharePoint operations and process options are enabled for the Incident process.
Problem Management
Collaboration features for Problem Management included (even email features).
Problem Management disciplines like linking a problem log to a ticket are naturally supported in the tool.
Release Management
The Release Management process secures that you can group several changes into one release. But you can also apply fixes to a Release if required.
The Release Management Process is also linked to the Service Portfolio/Service Catalogue.
Service Catalogue Management
In view of the change rate in Services for many IT-organizations, we have made it easy to change/manage the services.
ITSM360 provides you with a service builder who connects to the essential SharePoint lists and Teams.
Service Configuration Management
In most cases, it is called the CMDB in tool. In summary, the CMDB is divided into logical areas (list structure) for supporting real CI, assets, licenses, etc.
A real CMDB for SharePoint is the end result.
Service Design
Service Desk
Multiple features for supporting Service Desk activities:
- Self-service portal for end-users
- Microsoft Teams app for end-users
- Microsoft Teams app for Service Desk staff
- SharePoint app and features for Service Desk staff
- Process models in Power Automate and automation run-books
- Multiple languages support self-service portals