Hosters

Cloud Service Provider
Provance ITSM

“The ITSM solution from Provance enables us to fulfil our promises to our customers. It’s also been beneficial to implement a solution based on the ITIL® framework used in many other companies.”

Jeppe Klestrup – CTO at Hosters

Project Scope and Business Needs

Hosters is a hybrid cloud Managed Service Provider built on Microsoft technologies working across a range of verticals and with companies of varied sizes.

Hosters’ strengths are in the development of customized IT solutions. Put simply, they invent the “glue” between their customers’ various systems, whilst ensuring ROI and advanced compliancy. Depending on their customers’ specific needs, Hosters can provide “as-a-service” operating services, hosting, Office 365®, Azure® and other Cloud solutions, IT hardware, networking, mobility, back up and full outsourcing.

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.
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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.

Solution

The team at AlfaPeople worked with Hosters to advise and guide the deployment of Provance ITSM into their environment.

Powered by Dynamics 365 with native integration with Office 365, Provance IT Service Management empowers companies to deliver exceptional IT service cost-effectively, by leveraging existing investments in, and familiarity with, Microsoft management and productivity tools.

Features of Provance ITSM include automation, codeless configuration, and robust reporting capabilities. It is also perfectly suited to the needs of a Managed Service Provider, allowing for maximum flexibility from a hosting perspective whilst enabling effective decision making without diverting from the unified Microsoft Dynamics 365 platform.

Provance ITSM also provided Hosters with an easily configurable ITIL® framework, enabling industry best practices for effective and efficient service delivery. Provance IT Service Management is recognised as ITIL PinkVERIFY in the following processes:

  • Incident Management
  • Problem Management
  • Event Management
  • Request Fulfillment
  • Change Management
  • Knowledge Management Service
  • Portfolio Management
  • Service Level Management
  • Service Catalog Management
  • Release & Deployment Management
  • IT Service Continuity Management

PinkVERIFY is well known in the IT Service Management community as ‘the’ assessment certification for any ITSM toolset.

Benefits

Enhanced Reporting & Analytic Capabilities

Comprehensive tracking and reporting capabilities have provided Hosters depth of insight to performance and service delivery KPIs.

“We can do tremendous amounts of reporting,” said von Scholten. “We deliver monthly reports to our customers, whereby about 70% of all the data comes from Dynamics 365 and Provance ITSM because we’re able to record all types of activities, deadlines, asset data and so on. Reporting is the foundation for us to uphold our contracts and obligations to our customers.”

Lowered cost of implementation

As Provance ITSM leverages the Microsoft Dynamics 365 platform, the cost of implementation is greatly reduced through the ability to pull on pre-existing functionality.

Improved Internal Collaboration

The synergy between Microsoft Dynamics 365 and Provance ITSM, has greatly enhanced internal team collaboration and customer interactions.

Complete Compliance

Since implementing Provance ITSM over two years ago, there has been complete compliance throughout the entire company.

Ease of Business Process Modelling

“With the Dynamics engine running Provance ITSM, it’s responsive and action driven. If you’re already using Dynamics, it’s very easy to model your ITSM business processes around that,” said von Scholten.

*Quotes provided by an interview conducted by Provance.

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