Migrate your ITSM 365 data
Cloud-based ITSM platform built by Naumen offering Lite and Standard tiers for small to mid-market IT teams seeking ITIL-aligned ticket management.
In its favor
Why people choose ITSM 365
The signal that keeps ITSM 365 on the shortlist. Sourced from G2, Capterra, and customer scoping calls.
ITIL-aligned service desk for SMB and mid-market IT teams without enterprise-tier complexity or licensing cost.
Low-code visual configuration lets non-developer admins customize workflows, custom properties, and approval chains without engineering involvement.
Multi-product ecosystem — Support (internal IT), Outsource (external MSP), Projects, and HR modules — lets a single vendor cover several adjacent service management needs.
Native integrations with Jira, Power BI, WhatsApp, and Telegram are available out of the box, addressing common SMB integration requirements.
Free 14-day trial plus free ITSM 365 School training lower the evaluation barrier for IT teams comparing service desk options.
Russian-market origin and primarily Russian-language documentation create friction for non-Russian-speaking IT teams.
Reviewers cite poor English documentation and integration guidance as a recurring frustration, especially when wiring up third-party tools.
Server downtime affecting cloud connectivity has been reported by some users — concerning for IT teams whose own SLAs depend on the service desk being available.
Per-tier pricing jumps between Lite and Standard create a noticeable cost cliff for teams growing into advanced workflows.
Smaller global review and community footprint than competitors like ServiceNow, Freshservice, or Jira Service Management complicates vendor due diligence outside Russia/CIS.
Reasons to switch
Why people leave ITSM 365
The recurring reasons buyers give for replacing ITSM 365. Presented as facts, not knocks.
Platform scorecard
Strengths, weaknesses, and where ITSM 365 fits
Grades across six dimensions, plus a SWOT-style view of where the platform shines and where it falls short.
SWOT — strengths, weaknesses, and use-case fit
Strengths
Weaknesses
Where it works
Where it struggles
Pricing tiers
ITSM 365 pricing overview
Per-user, per-month SaaS pricing with two published tiers. Lite starts at $24.9/user/month; Standard doubles to $75/user/month, reflecting the gap in ITIL process coverage and automation depth.
Lite
Tier 1 of 2
$24.9/user/month
What's included
Need help selecting your Helpdesk?
Book a free 30 minute consultationPricing is informational. FlitStack AI does not bill on ITSM 365's schedule — see our quote-based pricing →
What gets migrated
ITSM 365 object support
Object-by-object support for ITSM 365 migrations. Per-pair details surface during scoping.
Tickets
Fully supportedTickets (Incidents and Service Requests) are the primary objects. We export with status, priority, assignment, SLA, and channel of origin preserved.
Conversations
Fully supportedConversation threads attached to tickets export with body content, timestamp, and direction. Multi-channel intake (email, portal, WhatsApp, Telegram) maintains channel attribution per message.
Internal Notes
Mapping requiredAgent-private notes attach to tickets but are stored separately from customer-visible conversation content. We map them to the destination's internal-note object preserving authorship and timestamp.
Attachments
Mapping requiredFiles attached to tickets are exported as binary objects with their original filenames. Re-attachment to destination tickets uses the migrated ticket ID as the key.
Customers
Fully supportedCustomer (and external Client) records hold contact details and link to historical tickets. We export 1:1 to the destination's customer/contact object.
Macros / Templates
Mapping requiredSaved reply templates and automation rules are configuration, not data. We document each macro and trigger so the destination team can recreate equivalents in the target workflow engine.
SLAs
Mapping requiredSLA definitions are configuration. We document SLA windows, breach actions, and priority mappings; the destination team rebuilds them in its native SLA engine.
Custom Fields
Mapping requiredCustom fields added via the low-code configurator export with their field name and type. We map each to a destination custom field, flagging types (dropdown values, multi-select) that require value-level mapping.
| Object | Support | Notes |
|---|---|---|
| Tickets | Fully supported | Tickets (Incidents and Service Requests) are the primary objects. We export with status, priority, assignment, SLA, and channel of origin preserved. |
| Conversations | Fully supported | Conversation threads attached to tickets export with body content, timestamp, and direction. Multi-channel intake (email, portal, WhatsApp, Telegram) maintains channel attribution per message. |
| Internal Notes | Mapping required | Agent-private notes attach to tickets but are stored separately from customer-visible conversation content. We map them to the destination's internal-note object preserving authorship and timestamp. |
| Attachments | Mapping required | Files attached to tickets are exported as binary objects with their original filenames. Re-attachment to destination tickets uses the migrated ticket ID as the key. |
| Customers | Fully supported | Customer (and external Client) records hold contact details and link to historical tickets. We export 1:1 to the destination's customer/contact object. |
| Macros / Templates | Mapping required | Saved reply templates and automation rules are configuration, not data. We document each macro and trigger so the destination team can recreate equivalents in the target workflow engine. |
| SLAs | Mapping required | SLA definitions are configuration. We document SLA windows, breach actions, and priority mappings; the destination team rebuilds them in its native SLA engine. |
| Custom Fields | Mapping required | Custom fields added via the low-code configurator export with their field name and type. We map each to a destination custom field, flagging types (dropdown values, multi-select) that require value-level mapping. |
Gotchas
What to watch for in ITSM 365 migrations
Issues we've hit on past ITSM 365 migrations, tagged by severity. FlitStack AI handles every one — surfacing them up front because buyer engineering teams want to know.
Russian-origin vendor with primarily Russian-language documentation and support
Pricing differs by region and currency — published rubles do not equal published USD
Multi-product portfolio means each module has its own data model and pricing page
Server downtime episodes reported by users
| Severity | Issue |
|---|---|
| High | Russian-origin vendor with primarily Russian-language documentation and support |
| Medium | Pricing differs by region and currency — published rubles do not equal published USD |
| Medium | Multi-product portfolio means each module has its own data model and pricing page |
| Low | Server downtime episodes reported by users |
Leaving ITSM 365?
Where ITSM 365 customers move next
7 destinations ITSM 365 can migrate to.
How a ITSM 365 migration works
Four steps, ITSM 365-specific
Connect
API key or token-based (specific scheme not extensively documented in English) into ITSM 365. Scopes limited to read-only on the data we move.
Map
We translate ITSM 365-specific structures (custom fields, objects, value lists) to the destination's model.
Sample
Test with a 50–200 record subset to validate ITSM 365 quirks before production.
Migrate
Full migration with ITSM 365 rate-limit handling. Rollback available throughout.
FAQ
ITSM 365 migration FAQ
Answers to the questions buyers ask most during ITSM 365 migration scoping. Not seeing yours? Book a call.
Can't find your answer?
Walk through your ITSM 365 migration with a real engineer — 30 minutes, free, written quote within 24 hours.
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Ready when you are
Migrate ITSM 365.
Without the rebuild.
Free scoping call with a migration engineer. Tell us about your ITSM 365 setup and destination — written quote back within a business day.