ITSM 365 review
A service desk with response and resolution targets, working-hour calculations, and escalations.
Reviewed by iTechGuides Editors · Editorial team · Updated Sep 2026
ITSM 365 brings SLA management into a service desk for internal support teams and service providers. It covers incidents and service requests alongside service catalogs, service agreements, and support workflows, so teams can manage requests and their service commitments in one system. Its configurable agreements set response and resolution targets, with calculations based on schedules and working hours. That makes it relevant to teams that need core SLA tracking across cloud, self-hosted, and mobile deployments, including IT and other service departments such as HR and facilities.
For SLA operations, teams can configure deadline notifications and escalation schemes, then follow performance through dashboards and reports. The combination suits teams that need to track both response and resolution commitments rather than only log incidents. API integrations, plus Telegram and WhatsApp integrations, provide connection options; mobile apps support support requests and field work. The product is available on web, iOS, and Android, with an API and self-hosted deployment. Two-factor authentication is listed as a security feature. Support channels include email and documentation.
ITSM 365 is paid, with no free plan, and offers a 14-day trial that requires submitting a request. According to the published pricing details, the starting price is 9,500 RUB per month for five licenses; prices are shown for fixed license bundles rather than per-user billing. The plans are Start, Lite, Standard, and Enterprise: their stated additions progress from a starting tariff to core features, access to a configuration platform, and a higher support level with online consultations. Teams that need configurable SLA rules, reporting, and deployment choice should consider it; those seeking a free option may prefer another service desk.
ITSM 365 pros and cons
- Where it wins
- Sets response and resolution targets using service schedules and working hours
- Configurable notifications and escalations help teams track approaching deadlines
- SLA dashboards, reporting, and cloud or self-hosted deployment options
- Where it doesn't
- Paid product with no free plan
- The Start tier is described only as a starting tariff
- The 14-day trial requires submitting a request
ITSM 365 fact sheet, pricing and score →
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