How to take service management to the next level with Microsoft products

Your organisation likely isn’t operating on a strict 9-to-5 schedule anymore. In a 24/7 economy, always being “on” is the new standard—and that includes offering employees seamless IT support when and where they need it.

So let’s start with what really matters: the benefits you can expect from using Microsoft products for ITSM. Here are three key wins:

• Employees and customers get instant answers—without waiting for a service desk agent.
  
• Your service desk team can focus on complex issues, as routine queries are handled automatically.
  
• All interactions are logged, providing valuable insights to improve processes and spot trends.
  

Sounds promising, right? The best part: many organisations already have the right Microsoft tools in place—they’re just not using them in a structured way for ITSM. With a few smart adjustments, you can unlock their full potential and take your service management to the next level.

Approachable and Fast—But Lacking Structure

Take hybrid working, for example. Since the pandemic, it has become the standard for many organisations. And in that context, Microsoft Teams is indispensable. No matter where your employees are, communication remains quick and easy. A colleague runs into an IT issue? A simple Teams message to a co-worker or the service desk, and the issue is (usually) resolved.

Communication about issues via Teams is easy and fast—but also unstructured. There’s no logging, no ticket registration, and no visibility into recurring issues. So how do you prevent IT-related reports from getting lost in individual chats? And how can you use Teams to improve your service management and ease the burden on the service desk?

From ad Hoc reports in Teams to automated ITSM workflows

The key to smarter service management lies in connecting your Microsoft environment with your ITSM-tool. By automatically converting Teams messages into incidents or change requests, you streamline handling and reduce the risk of missed reports. At the same time, IT-teams gain valuable insights to continuously improve their processes.

You can also integrate a chatbot or virtual assistant directly into Teams. Employees can ask questions right within the platform and receive instant, AI-powered answers pulled from your knowledge base. Still as accessible as a quick chat—but much more efficient for your service desk.

Is the issue more complex? Then the bot hands over the conversation to the right IT-specialist, who can register the incident directly in the ITSM-tool. This ensures that no request slips through the cracks and helps your IT-team identify patterns, spot recurring issues, and optimise service delivery.

Leverage the power of Microsoft Copilot

 Microsoft Teams isn’t the only tool that can elevate your service management—Microsoft Copilot is quickly becoming a game-changer as well. With built-in AI capabilities, Copilot can analyse business data and assist employees in resolving IT-issues independently—without the need for service desk involvement.

The result? Faster support, a seamless user experience, and greater efficiency across the board. And with Copilot’s capabilities evolving rapidly, integrating it with your ITSM allows you to benefit from continuous innovation—helping your organisation stay one step ahead.

Five practical tips for a successful implementation

Microsoft Copilot, in combination with Teams, unlocks new possibilities for improving IT-service management. But how do you ensure a smooth and effective implementation? These five tips will help set you up for success:

• Define clear objectives: Do you want to improve self-service, accelerate IT processes, or reduce the workload on your service desk? Every organisation is different, so start by identifying where you can achieve the most impact quickly
  
  
• Plan for ongoing management: Your application managers will need to handle new integrations and connections. Regular maintenance is key to keeping your processes running smoothly. Decide early on whether you’ll manage this internally or with external support.
  
  
• Take a phased approach to AI and Copilot: Begin with simple use cases like integrating your knowledge base or deploying a chatbot. Avoid jumping ahead too quickly—find the right balance between automation and human interaction. In some cases, direct support from a service desk employee remains essential.
  
  
• Prioritise security and governance: Establish clear internal policies around access control and data security. Make sure only authorised users can access ITSM workflows within Microsoft tools, and that all interactions are logged. This ensures your integration remains secure, auditable, and compliant.
  
  
• Monitor and optimise continuously: Connecting your Microsoft products to your ITSM tool is just the beginning—not the end goal. Treat it as an ongoing journey. Use data insights and user feedback to continuously refine your workflows and improve service delivery.
  

Curious about how to effectively integrate Microsoft tools into your ITSM environment? Or wondering what the right first step might be for your organisation? Get in touch for a no-obligation consultation and discover how you can work smarter and more efficiently. Prefer to dive in first? Download our whitepaper: The role of AI in IT Service Management – and what you need to get started.