ITSM Powered by Microsoft · Leverage your M365 tenant for ITSM
Service Desk software for Microsoft 365, Teams and SharePoint
Solidify your strategic Microsoft 365 foundation
Leverage your current Microsoft 365 platform, which includes integrated AI and workflows, for your upcoming Service Desk solution
Genuine Microsoft ITSM experience
ITSM360 is built upon the same core components as Microsoft apps, facilitating a smooth customization and adoption in your organization.
Microsoft Teams or SharePoint?
With ITSM360, you have the option to manage your Service Desk tickets directly within Microsoft Teams or SharePoint.
Which platform suits you best? – the ticketing tools enhance your workflow.
Within your Microsoft tenant
We do not confine you to a SaaS solution or silo; instead, we offer a solution that operates within your Microsoft tenant.
On the backs of Microsoft
We build upon the foundation of advanced AI, streamlined workflows, and established technologies that maintain your ITSM budget effectively while ensuring optimal cybersecurity.
Create tickets from multiple sources
In today’s environment, your users seek to engage with you through various channels, and ITSM360 facilitates these interactions.
Feed your Service Desk with tickets from the following channels
Microsoft Teams
Ready-made IT self-service for Teams
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Utilize our IT self-service app, which is seamlessly injected into Microsoft Teams.
This solution is easy to use, straightforward to administer, and ready where most of your users work and way.
Email based tickets
Forward email to your Service Desk
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We aim to minimize the use of email whenever we can; however, we understand that many of you prefer receiving email requests for your Service Desk.
These requests can be directly directed to the ITSM360 Service Desk as a ticket.
Microsoft Power Automate Connector
Utilize Microsoft Flow for seamless ticket automation
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You can also generate Service Desk tickets by utilizing our pre-built Microsoft Power Automate Ticket Creation Flow, which provides options for developing your own automation and logic across various systems and platforms.
SharePoint Portal
Portal built on SharePoint + AI driven knowledge
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Utilize a SharePoint portal for your end-user activities, where we provide web parts that integrate seamlessly into your corporate SharePoint framework.
Additionally, you can leverage SharePoint agents for AI-powered knowledge assistance.
ITSM360 Connect for Outlook
Outlook add-in for easy ticket creation
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You’re familiar with the situation: you receive an email that needs to be transformed into a ticket within your Service Desk.
With ITSM360 Outlook Connect, you can easily direct it to the appropriate Service Desk, while also incorporating relevant metadata such as service tagging and assigning the correct resolver team, all with just a few clicks.
Microsoft Graph API Framework
A well-documented, secure, and adaptable API is available
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The Microsoft Graph API interface provides access to all ITSM360 data tables, offering a secure and adaptable method for generating tickets in your Service Desk through coding.
Virtual Agents
Microsoft Copilot AI driven agent technology
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Microsoft Power Virtual Agents can also be utilized within Copilot during the ticket creation process.
If the Copilot agent cannot resolve a user’s request, it can transfer the tickets to the Service Desk.
Additionally, the agent can be employed to gather information about an existing ticket in the service desk.
Microsoft Forms
Use Microsoft Forms from internal or external users
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Microsoft Forms allows for sharing beyond your organization, and the data collected from Forms can be integrated with the Service Desk, ensuring that every entry creates a ticket within the Service Desk system
Robust Service Desk features infused with Microsoft key functionality
ITSM360 Copilot in Microsoft Teams
Key Features
The Service Desk/Ticket App works inside Microsoft Teams, Outlook, or SharePoint, boasting several key Service Desk features:
- RCustomize fields (add/remove/change)
- RCustomize layout
- RFacilitates multiple ticket processes
- RConfigurable e-mail notifications
- RAssignment to teams or individuals
- RReal-time view of active agents inside the ticket
- RLink ticket to service/system, asset or/and CI
- RLink ticket to Problem Management
- RLink ticket to Change Management
- RWork with notes and comments
- RDirect Teams Chat
- RE-mail features using your Microsoft 365
- RSupports SLA and priority
- REmbedded SharePoint document features
- RTask Management
ESM – Enterprise Service Management Software
Unlock the power of ITSM360 beyond IT – now featuring Service Desk capabilities for Enterprise Service Management needs!
Facility Management
Managing janitorial services and tracking service orders for the facility area can be streamlined effectively
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Facility Management involves overseeing multiple sites, buildings, and inventory, along with a suite of services linked to that inventory.
An ITSM system is ideally equipped to support these tasks, offering options to seamlessly integrate external parties into the process.
HR
Effortlessly handle HR-related inquiries and workflows using the ITSM360 Ticket App
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Switching to the self-service options in ITSM360 linked to the ticket app allows you to avoid using email as your go-to method for HR inquiries.
This includes questions about remaining vacation, leave requests, and more – a real time saver for your HR team, including track of work.
Fonds and Sponsorship
Organize all your applications non-HR related applications with ITSM
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A ticketing system can organize non-HR-related requests and applications to organizations.
The data structure and ticket app in ITSM360 make it easy to keep applications and data confidential, including collaboration and approval processes.
Engineering Department
Working with scheduled or milage service? The ITSM solutions handles everything!
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Engineering involves regular scheduled services, mileage-based services, and repairing assets, systems, or machines when they break down.
Meanwhile, the ITSM solution provides a data model and service model to efficiently track requests, manage service orders, and report faults.
Payroll and Finance
Easily automate requests for changes in your line of credit, updates to ERP master data, and inquiries about salary.
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Handling emails related to salary inquiries or requests for changes in customer data, such as a new line of credit, can be time-consuming.
Consequently, these requests often require approvals and involve multiple people. Therefore, implementing a ticketing system is highly efficient for Payroll and Finance departments.
OT Service Management
Apply governance and structure to your OT landscape with ITSM360
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Your OT landscape is likely integrated with suppliers, and devices might be online, posing potential cybersecurity risks.
Fortunately, the ITSM system and the ITSM360 ticket app can assist not only with standard requests related to the OT landscape but also with implementing change management procedures and enhancing documentation practices – keeping your OT secure and resilient.
Frequently Asked Questions
How many tickets can the system handle
Microsoft’s theoretical record limit is 30 million, but our app has been proven to flawlessly handle up to 5 million records.
How many concurrent users can the system handle
Experience seamless performance with over 200 concurrent users.
What subscriptions do we need
Unlock the full potential of ITSM360 within your Microsoft tenant with a subscription plan from us. Then, a valid M365 subscription and advanced AI features prepare for additional costs from Microsoft.
Is data safeguarded
Yes, your data is located in your Microsoft tenant, and all Microsoft governance and security apply to it.
Do you offer support
Yes, all customers have access to our support center
How do we install the software
The software is easy to install and set up for all Microsoft engineers and administrators.
See also Services from ITSM Company · ITSM360 Services and Partners
