ITIL Aligned

ITIL 4 aligned service management in Microsoft 365

ITSM360 is aligned with ITIL 4. Of the 17 service management practices, 11 are supported out of the box, and 9 of the 14 general management practices. Our practice map shows where integration or GRC360 takes over.

11 of 17 service management practices out of the box

9 of 14 general management practices

Security and risk management through GRC360

Technical practices through Intune, SCCM, Azure DevOps and GitHub

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ITIL 4 practices and how ITSM360 covers them.

Key capabilities

Some practices are outside the product, including availability, capacity and performance, and service continuity management. We are mapping ITSM360 against ITIL Version 5, released in February 2026.

Incident and service request
Incident management, service request management and the service desk practice run in the Service Desk and Self-Service apps.
Change, problem and release
Change enablement, problem management and release management are supported out of the box. Changes link to the CIs and services they affect.
Configuration and assets
Service configuration management and IT asset management run in the CMS app, with CIs, assets, licences and their relationships.
Catalogue, service levels and design
Service catalogue management, service level management with SLA timers, and service design are part of the standard scope.
Security and risk through GRC360
Information security management and risk management are covered by GRC360, on the same data model as the service desk.
Technical practices through integration
Deployment runs through partner apps, infrastructure and platform management through SCCM and Intune, software development through Azure DevOps and GitHub.
Business analysis with Power BI
Business analysis is partly covered, in combination with Power BI reporting on ITSM360 data.