Microsoft Teams

and ITSM practices

Microsoft full stack

Teams as baseline

Microsoft Teams need no special introduction. Perhaps pushed by COVID, but Teams has become the first app that we open each morning. But Teams has also moved into our mobile devices. So, in turn, a platform that we can’t avoid.

Five million people and 4 million downloads

As of September 27, 2021, Teams have passed 3,92 million downloads in Denmark, where we are headquartered. Impressive figures compared to our tiny population with only five million people.

As a matter of fact, this is why we need Teams in the ITSM context. Our users live here. We need to publish our services inside Teams. We need to communicate and use technics like adaptive cards inside Teams and much more.

We have a bold plan with Teams. It fills up our roadmap, and we enjoy working with the platform.

How ITSM360 supports TEAMS

When we talk about TEAMS, we differentiate between functions and features used in the IT function and those that your end-users in the company use.

For you, it is essential to understand that Teams and SharePoint use the SPFx framework. In conclusion, we can move our technology/code directly to Teams. The tight relationship in Microsoft Office comes alive here.

Inside IT

ITSM360 for IT professionals

  • Configurable Ticket app for Teams
  • Teams optimized web parts
  • Experience/best-practice with how to use Teams inside IT

Outside IT

ITSM360 for end-users/consumers

  • Teams self-service app (quick launch)
  • Teams self-service app (for Team/Channel use)
  • Bot

Microsoft Teams and ITSM360 in action

Seeing is believing – tight integration to Teams delivered with ITSM360 apps

ITSM360 Teams app for self-service

ITSM360 self-service app as pinned into the left side of your Teams client. In this case, your users can access self-service options fast and easily.

The self-service app gives you:

  • Access to your services (controlled by the master service catalog and your AD profile)
  • Equipment you can order such as a new laptop, cell phone, etc.
  • Report incidents
  • See my equipment and report equipment failures
  • My subscriptions and licenses
  • Self-service configurable bot
ITSM360 Teams Self-Service App
ITSM360 Teams Self-Service App

ITSM360 Teams app for self-service

Another option is to run self-service within a Team/Channel inside Microsoft Teams. It enables you to serve experienced Teams users with new features such as:

  • Use of native Teams features like conversations and files (where files are connected to your SharePoint knowledge library and conversations with a bot)
  • Enabling Microsoft Stream in tab for video sharing of content
  • 3’rd party apps that make ITSM value
ITSM360 - Run IT selfservice in a Teams channel
ITSM360 - Running IT selfservice in a Teams channel

Collaboration and Teamwork inside IT

ITSM360 supports your IT staff in many ways. However, an exciting aspect of working inside the Teams client could be a real-time collaboration with externals.

Externals could be suppliers, or perhaps only an organizational unit like HR inside your company.


You just create a Team for the external part, grant them access to a channel inside the Team, and then configure the ITSM360 web part to show only matching cases to the external collaborator.

Simple but natural Teams.

ITSM360 - Teams app for Ticket Handling
ITSM360 - Teams app for Ticket Handling

Still interested in our services and ITSM360?

Seeing is believing – tight integration to Teams delivered with ITSM360 apps

Relevant resources

Build Microsoft Teams using SPFx ->

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