Over the past two decades, the IT Infrastructure Library (ITIL) has become established as the basis for ITSM in the DACH region.

ITIL is a group of defined functions and processes typically used in every IT infrastructure. This is linked to the fact that IT services are becoming more and more important in companies. For example, software applications are leased on a fully-managed basis and external IT service providers are becoming more and more integrated into companies. Due to growing complexity, an effective administration and an optimal management of your IT is complicated. There is no alternative to the use of ITSM.

Provance’s IT Service Management extends the Microsoft Dynamics 365 platform, providing flexible and cost-effective IT service and IT asset management. Full integration with Microsoft Dynamics 365 for Sales eliminates the need for another software platform to leverage ITSM. What’s more, Provance ITSM is optimized for the use of Microsoft Intelligent Business Cloud solutions and System Center.

Portal Solution

ITSM by Provance provides a Customer Self Service Portal which offers its customers a wide range of options. For example, the Self Service Portal allows you to inform users about the latest information and faults by using banner information. These messages can be timed and displayed depending on asset and user.

The core functionality of the Provance ITSM portal is the ability to create tickets. An absolute highlight is the integrated Knowledge Base Search. When composing a ticket, this function searches the Knowledge Base for relevant entries and displays them as a suggested solution for the ticket before it is created. With this function, users are not only extensively informed but animated to independently find solutions for so-called Known Errors. Integration with the Knowledge Base can minimize the number of tickets created.

Another feature of the portal is the IT Service Catalog. This feature graphically depicts the various services available to the end user, providing an overview of the entire portfolio. It creates transparency about the IT services available in the company and what they contain. With a corresponding configuration of the portal, the services can also be ordered directly via the catalog.

Seamless integration

Provance’s ITSM is directly available in your customary MS Dynamics 365 environment, ensuring familiarity with the menu navigation and general handling. In addition to tickets with the characteristics Change Request, Incident, Problem and Service Request, Assets and Configuration Items can also be recorded here and assigned to an employee.

Provance’s ITSM provides a wealth of features to help manage and handle your IT services and assets. For example, various information queries can be stored in the ticket system, which the user must answer in order to create a ticket. In addition to numerous template functions, the ITSM solution also offers the option of working with threshold values at various points, which automatically trigger various associated functions. With the Provance solution, you have an effective tool for managing your ITSM operations under one roof. You also benefit from seamless integration with Microsoft Dynamics 365. Contact us for more information.

Business Consultant at AlfaPeople

Martin Hermes is a CRM expert with many years of experience in the areas of Sales, Field Service and Customer Service. In addition, he has in-depth knowledge in the areas of IT service management and ITIL processes.