When organizations consider replacing their existing ITSM ticket system, they often draw up a list of requirements based on what their employees are used to using and, unfortunately, often too little on what else is now available and possible.
It is no longer about the ITSM system itself:
Registering reports is a given; managing reports and innovations is the next step and must fit in with your strategic choices.
Traditional ITSM systems are not yet at that stage and continue to focus on the usual registration, rather than control or innovation.
How do you come up with a good list of requirements these days?
In addition to the desire to take control, there are other requirements that should not be missing from a modern program of requirements. These include:
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Demonstrable lower costs;
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User satisfaction and/or XLA values are measurable by default;
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Integrations with other applications are available out of the box;
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It must fit in with your "Microsoft... unless strategy."
And in order to give shape to these requirements and wishes, drawing up a classic program of requirements is no longer sufficient. Otherwise, the outcome will quickly be that your existing solution/supplier will provide an update, but then as a SaaS solution and in a new 'guise'. This means that the necessary step towards control and innovation will not be taken.
For more than 20 years, TransitieProfs has seen the shortcomings, costs, and also the "power" of the renowned suppliers of ticket systems. We have implemented these solutions ourselves for clients for many years.
Because we do much more than just ITSM, such as supervising tenders, we know, for example, that the majority of our clients now opt for "Microsoft... unless," that virtually all tenders go to Azure/pay-per-use variants, and that the entire application landscape is transforming via an accelerated transition to SaaS variants.
In addition, ICT users are increasingly demanding ease of use, self-service, speed of action, involvement in innovation, lower costs, working in MS Teams, higher satisfaction, chatting, video calls, etc. And yes, of course, all of this must also be 100% secure.
To ensure that our clients can manage all these issues effectively, we embrace ITSM360 as a Microsoft-based solution and try as much as possible to avoid choosing one of the traditional ITSM solutions again.
And that's not without reason:
- ✔ Best security through integration within your own ecosystem/data center.
- ✔ Unique and genuine integration with Microsoft Teams.
- ✔ We share what we develop for management with you, no expensive extra modules.
- ✔ Choice of process implementation: ISM/ITIL/own design.
- ✔ Real-time measurement of user satisfaction: XLA.
- ✔ MSP module for management per entity (shared service center concept).
- ✔ Easy to implement/manage/innovate/automate.
- ✔ Guaranteed return on investment within one year.
- ✔ At least 50% cheaper than comparable ITSM solutions.
- ✔ Add third-party modules yourself: projects, workspace reservations, etc.
We would like to take a moment to consider the last point: "adding your own modules."
ITSM360 is 100% Microsoft. So integration with all possible Microsoft solutions is completely standard. Not only for things like an AD connection, SharePoint(s), Endpoint Manager, PowerApps, DevOps, etc., but especially with solutions created by specialized parties.
And that is precisely what we at TransitieProfs find so interesting:
Take the best additions from Microsoft, integrate them into your ITSM360 solution, present them via MS Teams, and you'll have the best of the best.
We are happy to help you set this up so that you can continue to do everything yourself as quickly as possible and take control of further innovation, process automation, self-service, and much more. What's more, it is also possible to integrate all your cloud invoicing into the tool, including trends, forecasts, etc. In short: you will be able to work from a single cockpit/tool, which will certainly contribute to better control.
Example 1: reserving a physical workspace via MS Teams and within ITSM360:
Example 2: Integrating a specialized project and change module within ITSM360:
Example 3: Ticket handling, approvals, self-service with ITSM360 and MS Teams:
Now we hear more often:
"Yes, but can't we do that with the new version of our current ITSM package?
Unfortunately, we must answer that question clearly and honestly:
- We have not seen anything quite like it anywhere else, simply because these solutions are not from Microsoft and are therefore much more difficult or impossible to integrate.
- Where we have seen this work in a similar way (up to 70% of the functionality of ITSM360), we know that the monthly/annual costs of the solution are at least three times higher.
Author: Dennis Daalhuizen – Director/owner of TransitieProfs
