According to recent European research by Topdesk, a poor digital working environment has a substantial impact on the productivity and job satisfaction of IT professionals. The survey of 6,000 IT managers — including 1,000 from Belgium — shows that 62% of respondents indicate that negative digital experiences harm employee job satisfaction. In addition, 73% believe that a smooth, integrated IT environment contributes to success in the workplace. Organizations now report that IT failures—such as slow connections and login problems—occur weekly at 42% of companies, and even daily in 10% of cases.
Topdesk's figures reveal a broader challenge: IT teams are often stuck in reactive incident management, while employees expect more from modern digital workplaces. Investments in AI support and self-service portals are also attempting to bridge this gap, but in many organizations, they are not implemented in a sufficiently integrated manner to guarantee a consistent user experience.
What does this mean for IT organizations?
The core of the problem is not only technical malfunctions, but above all the user experience. Employees need familiar, reliable tools that they can use on a daily basis, rather than separate portals or complicated systems that fall outside their normal workflow. This underlines the trend that digital employee experience (DEX) is becoming a critical success factor for IT departments.
Why the choice of tooling is crucial
Many organizations already have an extensive Microsoft 365 environment —including Teams, Outlook, SharePoint, and Power Platform—that employees use every day for communication, collaboration, and information management. Not only are users already familiar with these tools, but they are also robustly secured through Azure AD authentication and Microsoft security features that are already set up within the organization.
By choosing an ITSM solution that integrates seamlessly with this existing tooling, you create a foundation for a better digital experience:
- Familiar user flow: employees stay within the tools they already know, such as Teams or SharePoint, without having to switch between multiple portals.
- Unambiguous security: existing Microsoft security settings remain applicable, eliminating the need for new management layers or external access points.
- Integrated AI capabilities: Modern workflows with AI-assisted self-service and ticket triage are readily available within the familiar workplace context.
ITSM360: relevant from daily work experience
While classic ITSM platforms such as Topdesk offer good functionality, many organizations experience challenges in adoption and integration. Such systems often have:
- Modular licensing costs: functionality is charged per module, which leads to higher licensing costs as more features are required.
- Consultancy dependency: implementation and optimization often require external consultants or long-term projects.
- Separate portals outside the workflow: employees often have to switch between their daily work tools and the ITSM system.
ITSM360 tackles these challenges differently by building entirely on the Microsoft 365 stack. As a result, it offers:
- Direct integration into the user environment — no separate portal, but IT service management within the tools that employees already use on a daily basis.
- Lower total cost of ownership (TCO) — no separate module costs; functionality such as self-service, workflows, and AI support is included within a single platform. Check out our TCO Calculator to calculate your own savings.
- Minimal external consultancy required — because the platform connects to existing infrastructure and workflows, configuration remains simpler and less expensive.
- Better secured within existing policies — using Azure AD, Microsoft Security Center, and existing compliance standards.
Cost advantage in perspective
Compared to traditional ITSM systems, ITSM360 offers clear advantages in terms of price-performance ratio:
| Aspect | Traditional ITSM tools | ITSM360 |
| License fees | Per user/module, quickly becomes more expensive | One integrated license |
| Implementation | Often long-term + external consultants | Quick integration with existing tooling |
| User adoption | Additional training and portals | Within familiar Microsoft environment |
| Security | Additional management layers | Built on existing Microsoft security |
These benefits not only reduce costs, but also improve the user experience, which is at the heart of what Topdesk identifies as crucial for job satisfaction and productivity.
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