When Carolina Biological Supply (CBS) began their quest for service desk software, they were not ITIL methodology aligned.

A survey conducted for IT Service Management (ITSM) solutions in the North American market identified ITSM360 as the strongest solution based on price, ITIL alignment, and integration with the Microsoft ecosystem.

Being aligned with the Microsoft ecosystem has its benefits. One of those is standardization.

Whether it’s the ITSM360 Service Management platform or one of Microsofts many components, you can expect an environment that is not only familiar but easy to use.

ITSM360’s functionality, while powerful, is designed to be user-friendly from start, regardless of your role.

Intuitive navigation, configurable design, and robust features all combine to deliver a Service Management Platform that can withstand the test of time.


  • Service requests and incident management procedures were reactive, manual, and cumbersome
  • No service management methodology was in use
  • End users had no visibility into the progress on their requests
  • Lack of workload balancing among assignees
  • Management reporting was almost non-existent

After ITSM360…

  • Service request, incident, problem, change, and project management processes & procedures were optimized and automated.
  • Automated non-production supply ordering via Web Shop.
  • Preventive maintenance work order generation was automated.
  • Implemented a self-service portal to enable end-users to request & track service requests.
  • Management has more visibility into operational activities via dashboards.


One of the major selling points for Carolina Biological Supply (CBS) was ITSM360’s integration with a native project management module (i.e., SharePoint), which was preferred over Microsoft Project due to less complexity and a higher level of user-friendliness. By leveraging capabilities provided by SharePoint Online and Active Directory, ITSM360 integrated easier across the enterprise.

CBS has deployed three inter-connected service desks to optimize and automate operations of its IT, Purchasing (Supply Chain Management), and Maintenance (Engineering) departments.

As a result of the deployment of ITSM360, the service management activities for all departments have drastically changed. The introduction of ITSM360 has enabled CBS to embrace digital transformation, with the first tangible step being the move to a paperless operational workspace.

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