Microsoft ITSM
We provide ready-made ITSM software for your Microsoft tenant
Microsoft ITSM
We provide ready-made ITSM software for your Microsoft tenant
Microsoft-aligned?
Unlock the potential of your Microsoft tenant with our innovative, ready-to-use ITSM software, designed to enhance your operations and streamline your ITSM practices effortlessly.
Here are three main arguments in favor of Microsoft IT Service Management (ITSM):
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You are already using Microsoft because of a strong financial business case; maximize this benefit further by consolidating ITSM into your Microsoft strategy.
- Cybersecurity and compliance 🔗
Power Automate
Use Power Automate with ITSM360, our Custom Connectors, and standard Automate features. These work with ITSM360 and our Runbook feature.
App Technology
Our ready-made ITSM apps are flexible and work with individual data models. Deploy the apps as many times as needed, and receive process support directly where you need it.
Your schedule
With ITSM360, apps and data are hosted within your tenant, allowing you to decide when you want to upgrade – rather than letting your cloud vendor dictate your schedule.
Connect
Connect ITSM360 with Microsoft services, such as Intune (Endpoint Manager), using the Graph API. So, you connect instead of integrate – save and budget-friendly.
Fast Adoption
In a rapidly changing business environment, adopting new services is crucial; if you become stagnant in adoption, the entire business case is jeopardized.
With Microsoft-centric ITSM, you harness the user experience into new ITSM use cases, making it easier for people both inside and outside IT to engage in your ITSM transformation.
- Best end-user adoption
- Known platform for all users
- Lower edducation/training cost
Example 1: Self-Service from Microsoft Teams
Over the past decade, IT and ITSM projects have struggled with low end-user adoption and poor usage of the end-user portal.
Why is this happening? One likely reason is data silos, which make it challenging for users to even locate the portal.
With Microsoft, we simplify this process by integrating the self-service app directly into Teams or Outlook, where users spend their time throughout the day.
Example 2: Self-Service from Microsoft Outlook
Just like we do with Microsoft Teams, we integrate self-service into the workspace where your users operate. We also support this within Outlook and Microsoft 365.
Here is an example from ITSM self-service executed as an app in Microsoft Outlook.
Example 3: IT Agents get their tickets in Outlook as an app
Adoption extends beyond end users; to truly maximize your ROI, it is crucial that your IT staff also embrace world-class adoption practices.
With ITSM360, we give your IT professionals access to their core ITSM records from Outlook, Teams, SharePoint, or even Office.com.
Getting the data where you work drives adoption.
Example 4: IT Agents and adaptive process management in Teams
Adaptive Process Management powered by Microsoft Teams is a significant adoption feature.
This feature allows you to configure the ITSM360 apps for specific use cases by deploying the app into a Teams channel where team members can work with the process.
The benefit is that users can view the relevant data, layout, and tickets they need without having to create filters or additional workflows. This truly enhances adoption.
Example 5: Easy workflow/process using Microsoft Power Automate
Delivering value quickly and adapting to new business demands is only possible if your tech team fully masters the platform.
Rather than dealing with complicated data silos, Microsoft ITSM, represented by ITSM360, empowers your team to work seamlessly with process design in Power Automate and data analytics in Power BI.
This approach enables true efficiency and higher adoption rates.
360 degrees adoption
ITSM360 promotes outstanding adoption for all roles and stakeholders involved.nd stakeholders
IT Staff
All IT professionals use Microsoft 365 and are knowledgeable about its apps and administration
IT Architects
Workflows and reports are created in the Power Platform, and in-house architects leverage their existing Microsoft expertise to optimize ITSM.
End-users
End users just want it to be easy, and ease comes from using existing tools like Outlook and Teams as a baseline for self-service.
Your money
Using a Microsoft-based ITSM tool like ITSM360 can help reduce your total cost of ownership (TCO) by a factor of 3 to over 10 times compared to what you currently pay for ServiceNow.
– Best-in-class businesscase
Silent Cost of legacy/siloed ITSM tools
 | Using ServiceNow, FreshDesk, Matrix42, and other prominent ITSM vendors can be expensive, especially if you have a tight budget. The problems include: |
Subscription cost is not your TCO
The subscription cost should not be considered your total cost of ownership (TCO).
You need to account for training, adoption, and new users throughout their entire lifetime, as well as possibly consultancy costs.
The truth is that opting for a high subscription typically means that all other costs will increase as well.
Plan for the future
According to Gartner Group, the average lifetime for an ITSM solution is +5 years, think ahead already now!
Bold Microsoft Agenda
Microsoft is also here for the next 5 years, and they will continue to innovate components that make ITSM use cases even stronger.
Keep the plan
You are already using Microsoft because of a strong financial business case; maximize this benefit further by consolidating ITSM into your Microsoft strategy.
Consolidation
Consolidation is a financial tool to reduce costs, and consolidating into a known platform strengthens the case further.
Microsoft is a recognized leader in cybersecurity
Unlike other ITSM competitors, few invest in security like Microsoft.
Consequently, with a solution integrated into your Microsoft stack, you seamlessly incorporate all your security settings and plans into ITSM360 — making it the most secure ITSM solution available.
ITSM360 – is likely the most secure and compliant ITSM solution available in the industry.
From basic ticketing to business-critical
Discussing cybersecurity and regulatory compliance in relation to ITSM solutions can often feel tedious.
However, it’s important to recognize that modern ITSM solutions are crucial for businesses, as they store personal, classified, and confidential data and, in some cases, drive ESM processes.
Raised with regulatory compliance demands
Our foundation is built on strict adherence to EU regulations and industry frameworks, including those from the FDA, DORA, and other specific compliance and cybersecurity requirements.
This means that many of our clients operate within the boundaries of laws and standards such as NIS2, GDPR, DORA, and JSOX, ensuring their operations are secure and compliant.
Integrations - manage your APIs
Modern ITSM solutions go beyond request automation—they integrate seamlessly with other systems for enhanced efficiency. Consider endpoint management. Here, asset data synchronizes with ITSM, potentially streamlining processes through automation.
With ITSM360 and Microsoft 365 apps, manage all your APIs directly through Microsoft Entra (Azure) AD. This setup provides clear data exchange transparency and simplifies management, empowering IT executives to optimize workflows efficiently.
Where is your ITSM data?
A common issue with ITSM cloud providers is data storage location.
Even major ITSM vendors lack Microsoft’s expansive network of data centers.
This means individuals outside the EU may process your data, and its exact location might be unclear.
With ITSM360, your data is located in your Microsoft tenant and governed by your data processing agreement between you and Microsoft.
Authenticated by Entra
Microsoft Entra, powered by Microsoft Azure AD, provides secure authentication for accessing ITSM360. This includes user and application authentication, ensuring a seamless and secure experience for all.
Integrated into your MS security
Microsoft 365 is a very secure platform for businesses in all industries, and as a developer, we rely on security offerings from Microsoft. The Microsoft 365 integrated security is built on four pillars:
- Identify and access management
- Threat protection
- Information protection
- Security management
Solid and resilent
Microsoft offers superior protection and security for your data compared to independent ITSM vendors.
Gartner Group
A Leader in five Gartner® Magic Quadrant™ reports.
Forrester
A Leader in nine Forrester Wave™ categories.
IDC
A Leader in four IDC MarketScape reports.
KuppingerCole
A Leader in ten KuppingerCole Leadership Compass reports.
The ITSM360 approach to Microsoft-based ITSM
We provide a comprehensive ITSM solution that maximizes the use of standard Microsoft 365, eliminating the need for costly, non-scalable Power Apps.
We offer a groundbreaking solution using M365 that is designed to create value for you:
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Design
ITSM360 is the most Microsoft-centric ITSM solution because it utilizes standard Microsoft 365 technology.
Scalable
ITSM360 can handle mid and complex ITSM use cases, managing millions of records and intricate workflows and integrations.
DIY
ITSM360 is designed for a do-it-yourself setup, utilizing standard app settings and Microsoft technology without the need for coding.
App Strategy
The ITSM360 solution is based on Microsoft 365 apps, which use SharePoint as the underlying data source.
Do not confuse our applications with Power Apps.
The ITSM360 apps are SPFx-developed Microsoft 365 apps uploaded to your app catalog for multiple deployments.
Our ITSM360 App portfolio
Ticket/Service Desk App
ITSM360 Ticket app – the flagship app in our portfolio – is versatile, managing service request fulfillment and incidents.
The Ticket App supports multiple processes, including ESM processes.
Self-service App
Ready-made Self-service app, available for both Microsoft Teams, Outlook, and office.com.
Supports multiple languages, integrates with your Entra groups and security, and connects to Copilot AI.
ITOM App
The ITOM app supports multiple IT Operations practices and Change Management for you.
ITOM App ->
CMS App
The CMS apps support ITOM and CI management, as well as general practices such as IT documentation, managing your key stakeholders, and subscriptions.
Project App
The Project App is not only IT Project Management, but it also combines IT Project Management with your IT Services and Change Management (make an RFC directly from your project).
GRC App
With ITSM360, you unlock the power of two solutions in one. By seamlessly integrating traditional ITSM with IT Security and IT Governance, you empower yourself to manage Configuration Items (CIs) and Services, enhancing your risk and compliance initiatives.
Microsoft 365 Apps
Microsoft offers superior protection and security for your data compared to independent ITSM vendors.
App catalog
The apps are hosted in your own Microsoft 365 app catalog.
SPFx developed
The apps are developed using the SPFx platform and follow Microsoft best practices for app development.
New releases
We offer access to a download site, where customers download new releases and apps, and updating apps takes only minutes.
Entra Registration
The apps’ permissions are based on the app registrations in Entra, where you set the permissions for each app.