Can accounting and facilities use the ITSM system we already have?
Our IT team already works in an IT service management (ITSM) system. Accounting and facilities still take requests by email and in messengers, and nobody sees the due dates. Can we move them to the same system, or does each department need its own?
10 November 2026
0
3 min
Expert answer
Director of Business Products, SimpleOne; ITIL 4 Master, ITIL 3 Expert, Practitioner
Yes. Accounting and facilities are connected to the same platform the IT team works on: each department gets its own service catalog, assignees, and due dates, while the employee portal is shared. The department does not need a separate request system.
What accounting and facilities actually need
IT has specialized processes: incidents, problems, changes. Accounting and facilities do not need them. Their requests are routine:
- an account reconciliation statement with a vendor;
- an employment verification letter;
- invoice payment approval;
- a visitor pass;
- an office supplies order.
Service requests and tasks are enough for these departments: an employee fills in a form, the request goes through approval, and it reaches an assignee with a due date. So the department does not take over IT processes wholesale. It gets its own service catalog and due dates on the same platform.
Why one system beats two
When a department has its own request system, employees get a second place to go, and IT gets one more system to support, with its own org structure and integrations. On a shared platform, the employee directory and assignment groups are set up once, and every department uses them.
What to decide before connecting a department
- Which services the department puts in the catalog first. Start with what employees ask for most often: collect the department's requests for a month and pick the most frequent ones.
- Who in the department owns its catalog and due dates, and who owns the platform. The platform is usually run by IT.
- Which requests need approval and who approves them.
- What due dates the department is ready to commit to for each service.
Work through these questions with each department separately: the answers differ for accounting and for facilities.
How it works in SimpleOne ESM
SimpleOne ESM is a set of SimpleOne platform tools for managing internal services. It includes:
- a service catalog and service portal;
- service level agreements with due date tracking;
- approvals and tasks;
- a knowledge base and org structure.
A request from the catalog goes straight to the right specialist in the department, and both the employee and the assignee see its status and due date. If the company already runs SimpleOne ITSM, accounting and facilities are connected to the same instance: employees order department services on the same portal where they submit IT requests. Department services are configured by an implementation partner or the company's own team.
Who has already connected departments
At ITG Corporation, accounting and facilities were the first departments to join the SimpleOne platform after IT, in 2021. By 2024, the platform covered more than 15 service providers from different divisions of the group, and in 2025 it handled 155,000 requests, more than ten times as many as in the initial ITSM phase.
The tools available to departments are described in the SimpleOne ESM documentation, and what it looks like in the system is on the SimpleOne ESM page.
