--- title: ITSM 365 Reviews meta_title: 'ITSM 365 Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 12 reviews by the users' company size, role or industry to find out how ITSM 365 works for a business like yours. aggregate_rating: rating_value: 4.2 review_count: 12 scale: '5' date_modified: '2026-08-09' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # ITSM 365 Reviews **Vendor:** Naumen **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 4.2/5.0 **Total Reviews:** 12 ## About ITSM 365 100% customizable Service Desk for any business small or large ## ITSM 365 Reviews ### 1. It is ok **Rating:** 3.0/5.0 stars **Reviewed by:** Duane P. | Cyber Security Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2023 **What do you like best about ITSM 365?** It is easy to use as long as its only in 1 spot. IE sharepoint but not sharepoint and teams **What do you dislike about ITSM 365?** Very few features. Kind of clunky and a pain to navigate **What problems is ITSM 365 solving and how is that benefiting you?** It is being used as a one stop shop to request it services ### 2. Basic ITSM, not a premium one. **Rating:** 3.0/5.0 stars **Reviewed by:** Sachin A. | business development manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2023 **What do you like best about ITSM 365?** We implemented ITSM 365 for their internal ticket system, incident management, stakeholders management, etc. **What do you dislike about ITSM 365?** The system is clunky and not user-friendly. Incomplete development and difficulty getting issues fixed made the experience challenging. We are transitioning to Taskfire for a more seamless solution within Autotask PSA. **What problems is ITSM 365 solving and how is that benefiting you?** We are moving to autotask PSA. Had difficulty in integration with 365 ## ITSM 365 Discussions - [What is ITSM Cost?](https://www.g2.com/discussions/what-is-itsm-cost) - [What is ITSM Saas?](https://www.g2.com/discussions/what-is-itsm-saas) - [Does Microsoft have an ITSM tool?](https://www.g2.com/discussions/does-microsoft-have-an-itsm-tool) - [View ITSM 365 pricing details and edition comparison](https://www.g2.com/products/itsm-365/reviews?filters%5Bnps_score%5D%5B%5D=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-14+01%3A58%3A41+-0500&secure%5Bsession_id%5D=cadd9ba3-a313-4096-b778-27feb864b5a2&secure%5Btoken%5D=53ad35f069cd102bb6131b595eb28cf98e64ea1fb0ee03f0d2bbf9b4b4ccde0a&format=llm_user) ## ITSM 365 Features **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access - Mobile Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail ## Top ITSM 365 Alternatives - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,304 reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,827 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (966 reviews)