ServiceTeam® ITSM

ServiceTeam ITSM is an integral part of your Microsoft ecosystem—operating inside your Microsoft tenant, not as an external system you must connect to. This fundamentally changes how IT delivers value: your data stays yours, your security model remains intact, and your AI has full visibility across your organization. Unlike non-native ITSM platforms that introduce friction through duplicate infrastructure and vendor-controlled access, ServiceTeam keeps everything where it belongs—within your environment and under your control.

When ITSM runs inside your tenant, it becomes more than integrated—it becomes embedded in how your organization operates. Processes align naturally with your ecosystem, analytics are direct and unrestricted, and AI can act on complete, real-time context. The result is a smarter, more connected service desk that resolves issues faster, reduces cost and complexity, and evolves with every Microsoft investment—without sacrificing control.

ServiceTeam ITSM empowers IT to deliver modern, effective and intelligent customer service utilizing the latest and greatest technology from Microsoft, the Power Platform. ServiceTeam ITSM is a Power App, that leverages Power BI and Power Automate to boost your business productivity and give you meaningful data for intelligent insight into your service environment. The Power Platform and Microsoft Dataverse let you say goodbye to application and data silos, while extending value and reducing costs.

ServiceTeam ITSM lets you benefit from a “best of platform” approach, whether you run your operations through Microsoft Power Apps or Dynamics 365 they work seamlessly together. ServiceTeam ITSM also lets Microsoft Partners and MSPs utilize a multi-tenant service management solution to get a 360-degree view of their customers, while also being able to leverage the familiarity of the Microsoft products they already depend upon to run their business. Additionally, the ServiceTeam ITSM suite of products provides next-gen IT Service Management, letting you streamline operations, increase profits and deliver first-rate customer service no matter your company size, maturity or structure.

ServiceTeam ITSM fuses core ITSM functionalities with cutting-edge Microsoft AI technology delivering intelligent ITSM that drives agent and end-user satisfaction through increased productivity, intelligent ticket deflection, sentiment analysis and actionable insights—all the while adhering to Microsoft’s Responsible AI framework. By combining the expertise of people with AI, ServiceTeam ITSM improves service desk performance and decision-making.

Microsoft’s own internal study on customer service efficiency revealed that Copilot accelerated case resolution by 11.5%. Microsoft also found that there was a 36% increase in the self-help success rate for employees. Moreover, organizations are seeing $3.70 back for every $1 invested in generative AI, and automation can cut routine task time by over 50%. ServiceTeam’s design keeps oversight by people central yet minimal, delivering trustworthy and reliable AI-driven outcomes that empower teams to deliver superior results.

Explore our AI-infused capabilities: ServiceTeam Self-Service AI Agent; AI Ticket Activity Summarization and Sentiment Analysis; AI Ticket Classification; Microsoft Copilot Ready-Made Capabilities and Productivity Panes.

ServiceTeam ITSM provides an array of dashboards, views and reports to let you easily monitor operations, spot trends and analyze historical information. Out-of-the-box Microsoft Power BI dashboards and reports visually communicate and deliver intelligent ITSM insights and answers to common questions for managers and key stakeholders. Analytical reports allow you to identify key issues, such as the root cause of errors and failures and take immediate action, preventing additional downtime, loss and multiple incidents as a result. Efficiency reports give visibility into how long it takes for resolution and departmental efficiency.

With ServiceTeam ITSM, you’ll gain clarity, visibility and a 360-degree view of your service environment. Plus, you can easily create your own Power BI dashboards and reports, and leverage Power BI Copilot to capture data and insights particular to your unique business scenario.

Watch a 2 minute video on the ServiceTeam ITSM Dashboards and Reports capability.

The ServiceTeam Self-Service AI Agent transforms how users engage with the service desk by allowing them to simply describe issues in natural language and receive immediate, intelligent responses based on curated organizational knowledge. The Self-Service AI Agent provides relevant guidance, suggests solutions, and, when needed, seamlessly creates tickets or submits requests—without forms or disruption to the flow of work.

On the backend, service desk teams receive structured, high-quality tickets enriched with full conversational context—including the issue, symptoms, and steps already taken—reviewed and confirmed by the end user before submission. Because ServiceTeam operates within your Microsoft tenant, data, security, and AI remain fully under your control. The result is a fast, intuitive, and frictionless experience that reduces manual effort for users while improving ticket quality and accelerating resolution.

Automation is the foundation of modern and cost-effective ITSM. To boost productivity, increase efficiency and improve responsiveness, great service management teams know that automating frequent and repetitive processes and tasks is the way to go.

Without coding, ServiceTeam ITSM lets you easily create business process flows and workflows to execute activities, tasks and data manipulations that would otherwise require human effort. ServiceTeam ITSM Automation Streams capability let you configure complex workflows that involve many automated and manual activities and tasks. Long running workflows such as onboarding users and customers can include pre-and post-step activities, time dependencies, and manual steps within a single stream. Automations can also run in parallel or with serial branches. Automation Streams configuration is all codeless, letting you create touchless service requests, which only notify you if there is an issue or error.

Tailor ServiceTeam ITSM to your own specific processes, policies and structure. Codeless configuration means you can adapt quickly, without requiring expensive outside experts, saving you time and money while providing affordable IT services your business needs today. ServiceTeam ITSM is highly extensible and lets you make changes and modifications—all without coding. Designed with simplification in mind, ServiceTeam ITSM makes it easy to add and edit data tables and columns, create and edit forms, create business rules to automate actions, configure workflows and more. Save time and money by utilizing standardized and ITIL-aligned processes and automations with ServiceTeam ITSM, and then when necessary, easily configure based on your unique business scenario or customer requirements.

Facilitate root cause analysis, identify impacted services, inform users, deflect tickets and speed up resolution. With a 360-degree view of your service environment, ServiceTeam ITSM lets you easily identify when incidents have become problems, leverage a known error database, associate problems to tickets and services, notify users of known issues and deflect tickets once a problem has been identified, analyze the root causes, and if necessary, provide a temporary workaround. With ServiceTeam ITSM, you can also easily relate changes to services in your environment to problems so you can identify causes and potential impacts. ServiceTeam ITSM provides maximum flexibility, letting you resolve problems based on your own internal processes. Watch a short overview video to see the ServiceTeam ITSM Problem Management capability in action.

Support a smooth transition from the old to the new. ServiceTeam ITSM enables effective change management from start to finish by supporting the proper assessment of risks, ensuring automated approval processes are kept and carried out, letting you maintain and manage change schedules as well as broadcast change notices. Differentiate between types of changes, follow a business process flow to ensure requirements are met, and leverage out-of the-box Power BI reports to analyse success and fail metrics.

ServiceTeam ITSM makes communications and collaboration between teams easy. Allow approved and scheduled changes to be visible to service desk agents and use announcements to inform end users via the portal of impending changes and service interruptions. Leverage the real-time integration between ServiceTeam ITSM and Azure DevOps and Jira to breakdown silos, reduce time spent, streamline communications and solve problems more quickly. In fast-paced, always-changing environments, ServiceTeam ITSM is a one-stop solution to enable change, successfully.

Copilot-Infused optimization brings the full power of Microsoft 365 Copilot and Power BI Copilot into ServiceTeam ITSM, enabling service desk teams to surface answers, reuse knowledge, and streamline decision-making using simple, natural language prompts. Instead of searching across systems or relying on manual processes, teams can quickly access relevant information, summarize documents, and apply curated knowledge directly within their workflow—reducing time spent searching and improving consistency across service delivery.

With Power BI Copilot, operational data is transformed into actionable insight without requiring deep analytics expertise. Service desk teams can explore trends, generate reports, and ask ad hoc questions in real time—unlocking visibility into performance, gaps, and opportunities for improvement. Because ServiceTeam operates within the Microsoft ecosystem, these insights are grounded in your full data context, empowering teams to make faster, more informed decisions while maximizing the value of your Microsoft investments.

The ServiceTeam ITSM Ticket capability was engineered to focus on the agent experience. Triage incoming tickets to determine priority, urgency and issue type. ServiceTeam ITSM lets you apply standardization and automation to ticket processing—speeding up the processes of triage, assignment routing, and resolving tickets, while also ensuring that tickets opened in a freestyle format can still be aligned to a common standard—without impeding service agents’ productivity.

ServiceTeam ITSM infuses flexibility into the ticket resolution process, letting agent activity define ticket status. ServiceTeam ITSM lets you determine a set of ticket related questions and answers in advance to ensure accurate, reportable and timely data acquisition. Configure additional conditional questions using custom queries and sophisticated question sets to improve user experience and avoid the frustration of lengthy question sets and irrelevant questions. As part of a 360-degree view of the ticket an agent is working on, they can access all attachments from a central location, make comments, see related emails and portal comments as well as share the attachment with the user who created the ticket—eliminating the need for constant navigation between multiple locations.

ServiceTeam ITSM work items let the Service Desk team seamlessly collaborate with other departments, such as HR and Finance, by utilizing cross-departmental workflows enabled by assigned work items—with their own tasks—solving cross-departmental scenarios that require coordination with multiple teams. The ServiceTeam ITSM Timeline Insights capability automates the collection of three types of information, predefined measures, field tracking and status tracking, which helps you understand advanced ticket analytics and audit history, such as ticket and traffic reporting. ServiceTeam ITSM lets you associate tickets to business, technical and managed services. You can also take advantage of the ability to uniquely leverage the ServiceTeam ITSM ticket template capability per customer, including differentiating templates, segmentation and routing depending on your unique customer needs.

See ServiceTeam ITSM Tickets capability in action. Only two minutes long.

SLAs and Ticket Service Metrics are the backbone of providing successful customer-centric services. ServiceTeam ITSM Ticket Service Metrics includes response and resolution monitoring, while ServiceTeam ITSM SLA Management ensures compliance and fulfillment of customer contracts and expectations.

With ServiceTeam ITSM, you can organize your client agreements into measurable KPIs and rules. Resolve tickets based on priority and criticality. Configure unique SLAs by customer. Customize service plans and requirements by ticket types (incident, service request or problem), subscriptions and configuration items. Leverage countdown clocks, color-coded icons, escalations and notifications to warn of impending ticket service metric breaches. Incident assignments, holds and duration within support tiers are visually displayed, allowing agents and management to quickly view status of ticket processing, resolution targets and more. Since SLA agreements provide a mechanism to define your obligation to your customer, ServiceTeam ITSM lets you document and track Subscriptions—to comply with the services to be provided and their associated entitlements—and Service Plans—to identify business closures, service hours and priority calculations.

The ServiceTeam ITSM service catalog lets you easily and effectively maintain accurate service information—from the services offered, to service criticality, to customer benefits, to critical dates—all within a single view. Follow business process flows based on service type (business, technical and managed). Define and track service lifecycles. Associate tickets, problems, announcements and change notices with business, technical and managed services for better understanding and communications. The service health dashboard displays key measurements by service, giving you a snapshot of the health of all the services. Plus service mapping lets you see a quick visualization of the hierarchy between a business service and its technical services. The ServiceTeam ITSM Service Catalog also lets you offer common or unique services to your customers.

Quickly identify the hierarchy between a business service and its technical services. Service Mapping lets configuration items be mapped to the services they support, and the associated service layer to be defined, letting agents perform analysis and incident resolution faster and with a better understanding of the IT landscape—reducing risk. With Service Impact Analysis, tickets—which are created through event management—automatically identify impacted services and configuration items, providing agents with an immediate understanding of what’s happening and what’s wrong.

To achieve cost-efficiency and service excellence, we engineered ServiceTeam ITSM to be the single source of truth for service-related data and information across your teams and customers. And to keep the right data and information in the right hands at the right time, we built ServiceTeam ITSM with multi-tenancy in mind including key roles and permissions.

Regardless of your customer needs, you can benefit from the ServiceTeam ITSM multi-tenancy, for example, an MSP can treat its customers as completely separate units, while still benefiting from standardization and economies of scale. Individuals are assigned permissions and roles to ensure only the data, information, tasks or activities are viewed or completed by those you’ve allowed, ensuring secure control of data visibility in more sensitive scenarios like HR on boarding and other scenarios.  Although roles are easily configurable, ServiceTeam ITSM includes several roles by default such as service desk agent, service desk manager, and business user.

Increase profitability and gain insight into the “what’s happening” with customer accounts and employee activity by easily tracking time spent against incidents and service requests. The ServiceTeam ITSM Time Entry feature lets you record time spent, categorize activities by work types, and mark time as billable or non-billable. The ServiceTeam ITSM Time Capture feature includes a stopwatch capability as well as the ability for time to be captured from activities. Approved time entries can be recorded as consumption against entitlement. ServiceTeam ITSM also lets you establish an approval process, so no time gets billed to a client without authorization, ensuring that customer invoices meet contractual requirements.