There are many challenges that Managed Service Providers can face when it comes to IT Service Management (ITSM), from having a consistent view of customers when managing tickets to gaining an in-depth understanding of their ITSM tool’s performance through business intelligence. However, for companies like Hosters, powered by Microsoft Dynamics and Provance ITSM, a native ITSM tool, challenges like these have been addressed.
Following the implementation of Microsoft Dynamics 365
to manage marketing and sales function, Hosters sought an application which spoke to IT Service Provider specific workloads.
“We were aware of some other ITSM solutions,” said Jonas von Scholten, Solution Architect at Hosters. “But they’re huge and cost-wise, it’s not really feasible for a company under 500 employees to purchase a system that comprehensive, at least in Denmark. Besides, Dynamics is developer-friendly and when it comes to delivering IT services, we preferred the action-driven paradigm that it uses.”
To reduce costs Hosters laid the foundations for an in-house built, Dynamics-driven ITSM solution. However, in the process of doing this, they heard about the Provance ITSM solution and decided to investigate further. After reviewing the feature set available with Provance ITSM, Hosters decided to stop developing their own ITSM solution.