ITSM360-ENT is an enterprise Service Management solution designed for the Microsoft 365 cloud stack, with SharePoint online as the base storage/process layer.
The ITSM360-ENT edition is targeted for medium to high ITSM complexity demands.
Introduction
Money matters
As long as cash is king, then we create the best business case in the ITSM-industry.
Subscription model
To point out, then our subscription model is transparent and competitive.
Pay for your IT-users only and not for all people involved in processes that span outside IT.
Easy Implementation
By all means, everybody claims this.
In our case, the required skills are pure Microsoft skills. Fast-track implementations are possible by yourself, Microsoft Partner, Microsoft, or our professional services.
Education/adoption
Indeed, adoption and running-in a new ITSM-solution can be cumbersome.
For this reason, ITSM360 uses the Microsoft Fluent UI framework as a baseline. That is to say, the closed you get on a real Microsoft app, and the objectives are recognizability from your employees who would like to provide a smooth run-in.
Education/adoption
A point often overlooked is day to day cost for application management and cost for meeting new business demands/processes.
To emphasize how easy this is in ITSM360: Think about your options if your Microsoft professionals can adjust list settings and work with Power Automate.
ITSM360-ENT Home page in SharePoint
PowerBI in real-time action
ITSM360 coupled with Power BI gives BI/AI and reporting capabilities. As a matter of fact, you can test a small example. Click on the report “enlarge icon” connected to a demo ITSM360 environment.
Practices supported by ITSM360
In the light of the acceptance of ITIL, then ITSM360 is designed for compatibility with ITIL. At the same time, you will adapt the solution to your own “processes and practices.”
ITIL General Management Practices
A CIR (Continual Improvement Register) is implemented with SharePoint lists and a functional web-part.
The web-part supports the CI-process with email options, notes, links to other ITIL practices, etc.
SharePoint libraries for knowledge documents and articles.
Features for tagging knowledge concerning language, service, CI, etc., and publishing options to portals.
Knowledge is actively used in tickets for end-users and back-end staff.
The database design is optimized for use with Power BI as the primary reporting engine.
Metrics and KPI can be defined in the Power BI data model including visuals and dashboards.
A central service list is implemented with web parts for;
- Aggregation of tickets/cases to the service
- Operational model and dependencies to CI’s
- Roles/responsibility function/web part
- Service metadata
Project list and subsites for projects based on the Prince-II model.
Web parts for supporting Gantt-charts, Kanban board, etc.
NB:
As an option (not included in standard deploy).
Supplier Management
Upcoming feature with a planned release in Q2-21.
Service Management Practices
Data model and web parts for Change Enablement included:
- Standard Change request module (web-part)
- Process support for:
- Normal Change
- Emergency Change
- Post-Change
- + possible to add additional change processes
Data model and web parts for Incident Management included:
- Web-part for ticket handling
- Support for incoming mail and creation of ticket based on mail
- SPO Content type for orchestration of different Incident Processes (Normal Incident, Major Incident, etc.)
- Linkage to Change Enablement, Problem Management, and release management
Data model and web part for Asset Management processes and activities:
- Web part for asset return/delivery
- Support for different asset classes
- Lifecycle management
- Linking of assets to the incident and fulfillment processes
Data model and web parts for Monitoring and Event Management:
- Operational status inheritance and monitoring feature
- Event Management list and features
Data model and web part for Problem Management processes and actions:
- Web part for Problem Management actions and process support
- Problem views with a status bar
- Email from and to Problem Management
- Linkage to ticket, change, and services
Release Management web part with connections to Changes, Services, CI, etc.
A data model for Service Catalogue Management and publishing features for services.
Lifecycle management of services and attributes for control of services.
Data model and web part for Service Configuration Management processes and activities:
- Support for CI classes
- Linking to incidents, change and problem processes
The Service Database model is designed for supporting processes and activities for Service Design.
- Linkage to CSR register
- Document libraries and workflows
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
Central SLA repository and parameters for controlling SLA
Service Request Model generator (F.Design) inbuild for building and control of Service Request Fulfillment models.
Omnichannel use-cases
In the center of our development, we work with compliance to ITIL, CoBIT, DevOps, and other frameworks to transform your IT-Service Management.
Here and there, some of the clients take our solution further and uses it for omnichannel purposes. We have experience in this area as well. Besides the standard ITSM360-ENT you will find templates for:
1, GDPR compliance and documentation
2., Technical services and facility