When organisations consider replacing their existing ITSM ticketing system, a programme of requirements is often drawn up based on what your employees are used to using and, unfortunately, often too little on what else is available and possible.

After all, it has not been about the ITSM system itself for a long time now:

Registering reports is self-evident, directing reports and innovations is the next step and must fit within your strategic choices.

Traditional ITSM systems have not yet reached this point and continue to elaborate on the usual registration, instead of direction or innovation.

How do you come up with a good schedule of requirements in this day and age?

In addition to the desire to be in control, there are other requirements that should not be missing from a modern schedule of requirements. These include:

  • Demonstrably lower costs;
  • User satisfaction and/or XLA values are measurable as standard;
  • Integrations with other applications are available 'out of the box';
  • It must fit in with your 'Microsoft.....tenzij' strategy.

And in order to let these requirements take shape, the drawing up of a classic programme of requirements is no longer sufficient. Otherwise, the outcome will quickly be that an update will come from your existing solution/supplier, but as a SaaS solution and in a new 'jacket'. This means that the necessary step towards control and innovation is not made.

For over 20 years TransitieProfs has seen the shortcomings, costs and also the 'power' of the renowned suppliers of ticketing systems. We have implemented these solutions for many years for our clients.

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.....tenzij', that virtually all tenders go to Azure/pay-per-use variants and that the entire application landscape is being transformed by means of an accelerated transition to SaaS variants.

In addition, ICT users increasingly demand 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 be 100% secure.

To ensure that our clients can manage all these matters properly, we embrace ITSM360 as a Microsoft-based solution and try as far as possible to avoid opting again for one of the classic ITSM solutions.
And that is not without reason:

  1. Best security through integration within your own Ecosystem/Datacenter.
  2. Unique and genuine integration with Microsoft Teams.
  3. What we develop for direction we share with you, no expensive extra modules.
  4. Own choice of process implementation: ISM/ITIL/own design.
  5. Measuring user satisfaction in real time: XLA.
  6. MSP module for management per entity (shared service centre concept).
  7. Easily implement/manage/automate.
  8. Guaranteed payback on investment within one year.
  9. At least 50% cheaper than comparable ITSM solutions.
  10. Add third-party modules yourself: projects, workplace reservations, etc.

We would like to take a moment to look at the last point: "adding modules yourself".

ITSM360 is 100% Microsoft. So integration with all possible Microsoft solutions is entirely standard. Not only for things like an AD connection, Sharepoint(s), Endpoint manager, PowerApps, DevOps, etc., but also with solutions created by specialised parties.

And that is precisely what we at TransitionProfs find so interesting:

Take the best additions from the shoulders of Microsoft, integrate them into your ITSM360 solution, present them via MS Teams and then you have the best of the best.

And we will be happy to help you set this up so that you can continue to do this yourself as soon as possible and so that you are in control of further innovation, process automation, self-service, and much more. Moreover, it is also possible to have all your Cloud invoices integrated in the tool, including trends, forecasts, etc. In short: you are able to work from one cockpit/tool, which certainly contributes to better management.

Example 1: reserving a physical workplace via MS Teams and within ITSM360:
Example 2: Integrate specialist 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 have to answer that question clearly and honestly:


  • We have not yet seen this work in a fully comparable way anywhere, 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 comparable 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 TransitieProfs

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