Provance IT Service Management for Microsoft Dynamics 365 Capabilities

Learn about the Capabilities of Provance ITSM for Dynamics 365



Webcast: An Overview of Provance ITSM

Broaden your understanding of Provance ITSM with this 30 minute general overview. 

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Video: Get to know the basic essentials

Learn about the Self-Service Portal as well as Incident, Service Request, Problem and Change Management Processes. 

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An Independent Review of Provance ITSM

Download an in-depth review of Provance ITSM by ITSM tools, an independent ITSM industry analyst firm. 

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Modern Service Management Webcast Series

Learn how to evolve to Modern Service Management. Watch our two-part webcast series. 

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See a Demo!

Watch our Provance IT Service Management on-demand webinar and see it in action. Only half an hour long.

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Provance® IT Service Management includes a robust set of capabilities, including:

Powered by Microsoft® Dynamics 365

Provance ITSM runs natively within the Microsoft Dynamics 365 platform, providing the exact same flexibility, capabilities and usability benefits. Intuitive and simple-to-use, Dynamics combines CRM and ERP capabilities, delivering applications that work seamlessly together to help you manage business functions across Field Service, Customer Service, Project Service Automation, Sales, Marketing and Operations. With Provance ITSM and Dynamics 365, you can build on the familiarity of a Microsoft tool and keep important information together on a single platform. From Office 365 to Cortana Intelligence to the Internet of Things (IoT) and Power BI—no other ITSM solution is supported by the depth of innovative platform technology that Microsoft delivers.

Leverage the Microsoft Cloud with Deep Integration to Microsoft Technologies.

As the most Microsoft-centric ITSM solution on the market, Provance ITSM leverages all three of the Microsoft Clouds: Dynamics 365, Office 365 and Azure. It also provides built-in connections to various Microsoft products, including System Center, Azure Monitor (formerly OMS), Power BI, Azure DevOps and Azure Active Directory. With Provance ITSM the integration to Microsoft technologies often runs deeper than other ITSM solutions, for example, Provance ITSM and Dynamics 365 offers full integration with Outlook such as the tracking of activities, creating new records and viewing dashboards. You can also leverage PowerApps to build customized business apps as well as Microsoft Flow and Logic Apps, which let you connect Microsoft and non-Microsoft apps and data to Provance ITSM.

Incident Management, Change Management, Service Request Fulfillment and Problem Management

Provance ITSM lets you gain ITIL® best practices for services-centric IT processes right from the get-go. Optimized for different needs and different functions, intuitive dashboards and business process flows increase efficiency and reduce time spent. Automated issue escalation and auto routing of incidents and service requests ensure a faster resolution with minimal end-user effort. Step-by-step guidance reduces errors and produces consistency. ITSM Notifications across ITSM entities inform Service Desk users or ensure important information is captured before activities or tasks are completed.

Dashboards & Reports

Provance ITSM out-of-the-box dashboards and reports lets you monitor operations, balance workloads, spot trends and analyze historical information. Analytical reports allow you to identify key issues, such as the root cause of errors and failures and take immediate action, preventing additional downtime, loss and multiple incidents as a result. Efficiency reports give visibility into how long it takes for resolution and departmental efficiency. Plus, Word and Excel template functionality lets you collect, aggregate and present data and customer service details, while the integration to Power BI lets you create visually stunning reports.

Provance ITSM Service Desk

Lets Tier 1 and Tier 2 support gain easy access to the most common support functions, improving efficiency and visibility of current workloads and activities. The Provance ITSM Service Desk is an interactive dashboard focused on tickets, with the ability to filter based on variables (such as ticket type, affected services or priority) and dive deeper into services workload and ticket status information for more effective ticket resolution.   


To increase efficiency and reduce error, you can automate frequent and repetitive parts of your processes. Without coding you can easily create business process flows and workflows to programmatically execute activities, tasks and data manipulations that would otherwise require human effort.

Self-Service Portal

Deflect tickets and provide your customers with a way to efficiently and effectively resolve common and minor IT issues. The Provance ITSM Self-Service portal is fast, responsive, lightweight and completely configurable, you can also tailor and personalize a separate self-service web portal for each of your customers.

Code-Free Configuration

Tailor Provance ITSM to your own specific processes, policies and structure. Provance ITSM is not only highly extensible, you can make changes and modifications without coding and scripting. Graphical interfaces make it possible to add and edit data entities and fields, create and edit forms, add or modify process stages, and create business rules to automate actions based on specified conditions.


Provance ITSM lets you easily triage incoming tickets before incident, problems, change or service requests are created. The Provance ITSM Ticket Template feature lets you apply standardization and automation to tickets—speeding up the process of opening and resolving tickets, while also ensuring that tickets opened in a freestyle format can still be aligned to a common standard. There is also the ability to define a set of questions and answers to ensure accurate, reportable and timely data acquisition.

PinkVerify™ Certified for 11 ITIL® Processes

Provance ITSM is organized by standard ITIL process areas, such as “Incidents,” Change Requests” and “Configuration Items”. PinkVerify is an internationally recognized IT Service Management assessment service. Provance ITSM holds the prestigious PinkVerify certification for the following 11 processes:

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

SLA Management

Countdown clocks, color-coded icons and notifications warn of impending SLA breaches, keeping you on task and letting you determine issue resolution priority based on the service level required. Plus, incident assignments, holds and duration within support tiers are visually displayed, allowing agents and management to quickly view status of SLA events, agent completion and more.

IT Asset Management

IT Assets are the foundation upon which all IT services are built. Enormous synergy and economies of scale can be realized by combining and consolidating these overlapping processes, technologies and data. Provance ITSM lets you take control of costs and reduce risk with the management of assets across the entire life cycle, from request to disposal. Read more about Provance ITSM Asset Management Capabilities…

Knowledge Management

Easily create knowledge base articles and publish to the self-service portal or to internal teams. Provance ITSM automatically suggests articles during data entry resulting in faster service and improved end-user satisfaction. There is no need to navigate to different areas to look for articles as tickets also display links to relevant articles—giving you the information you need right within the same view. You can also import or connect to third-party knowledge bases.

Release & Deployment Management

Provance ITSM lets you facilitate internal and external communications, keeping software updates and deployments organized. 

Service Catalog Management

The Provance ITSM service catalog lets you easily and effectively maintain accurate information—from the service criticality to customer benefits to critical dates—all within a single view. The service health dashboard displays key measurements by service, giving you a snapshot of the health of all the services. Plus, service mapping lets you see a quick visualization of the hierarchy between a business service and its technical services.

Cloud Service Management for Azure

Cloud Service Management creates a bridge between Provance ITSM and Azure, bringing IT the following capabilities:

  • Auto-populated CMDB: Cloud resources from Azure automatically appear in your CMDB
  • Consolidated View of Azure Subscription Schema: Azure subscriptions, Providers, Resources Types, Azure Locations Resources Groups are synced and visible inside Provance ITSM.
  • Real-time Online Diagnostics and Configuration Management: Provance ITSM queries the configuration and actual status of Configuration Items in the Cloud on demand. This is applicable for Classic virtual machines, ARM-based virtual machines, Service Map Machines and Service Map Machine Groups.   
  • Automatic Synchronization of Services: Services, defined in Azure Service Maps, are managed within the CMDB. A Visual representation of the service can be shown directly from the Service Desk.

Azure Governance Integration

Get visibility of individual Azure Cloud resources’ compliance to organizational policies. Governance compliance definitions are set within Microsoft Azure and Provance ITSM automatically syncs this compliance status, allowing IT to see if Azure Subscriptions and resources are compliant—all within a single console.

Email Machine Learning

Provance ITSM, leveraging Microsoft Artificial Intelligence and Machine Learning, lets you translate email text messages into English, analyze its content using Azure cognitive services, and inform the support manager if the email is negative and create a ticket. Email Machine Learning helps organizations understand customer’s likes and dislikes as well as help to ensure readers get the intended meaning. 

Third-Party Notification

Have incidents automatically routed to outsourced service providers for a smooth workflow and faster incident resolution.

Configuration Management

Provides greater oversight and control over the lifecycle of a company’s systems and networks, including all hardware and software.

Microsoft Dynamics 365 Cloud Services Compliance

Find out how Microsoft Dynamics 365 is compliant to regulations such as HIPAA, Section 508 VPATS and FERPA in this Microsoft published document about Dynamics 365 cloud services compliance. 

How does Provance ITSM look?



Provance ITSM Integrations

Microsoft Office 365®

Empower internal teams and improve your end-user’s experience by using familiar tools—Word, Excel, OneNote®, SharePoint®, Outlook®, Skype® for Business—that boost productivity, improve team collaboration, and deliver easily creatable and customizable documents and reports. Provance ITSM lets you enable full ITSM features directly from Outlook.

Microsoft Power BI™

Leverage Power BI to quickly and visually see a snapshot of your IT service landscape. Power BI is a data and report authoring tool that allows you to combine data from databases, files and web services—creating visually stunning reports that communicate effectively and deliver powerful ITSM insights to your own team, customers or executive management. Plus, you can set up an automatic data refresh so everyone has the latest information without delay.


Microsoft System Center

Out-of-the-box connectors lets you automatically integrate data from System Center for better management: 

System Center Operations Manager

  • Allows network device definitions to create CIs and infrastructure assets for both IT Asset Management and IT Service Management.

System Center Operations Manager Alerts

  • Adds Operations Manager alerts to ITSM events, allowing incidents to be created automatically.

System Center Configuration Manager

  • Allows discovered computers to create CIs and computer assets for both IT Asset Management and IT Service Management.

System Center Service Manager

  • Allows legacy work items to be imported from Service Manager. 

Microsoft Azure Monitor (formerly Operations Management Suite)

The out-of-the-box Microsoft Azure Monitor (formerly known as Operations Management Suite (OMS)) Connector provides you with a real-time, automated and bi-directional integration with Provance ITSM. Azure Monitor alerts will automatically create ITSM tickets (incidents, change requests or problems). Alerts can also be associated with ticket templates to trigger automations such as Azure Automations, Power Shell Scripts, Orchestrator runbooks or any other automations enabled in Provance ITSM. All Azure Monitor created Provance ITSM Incidents and related Configuration Items (CIs) can be viewed within Azure Monitor, providing administrators with greater insight and a historical record of incidents and change requests to continuously fine-tune how alerts should be treated. And once a ticket is resolved, both Azure Monitor and Provance ITSM will keep a record, giving you more accuracy, efficiency and better management of problems. To understand how to set-up the Microsoft Azure Monitor Connector as well as Azure Monitor pricing, visit here

Microsoft Azure DevOps (Visual Studio Team Services) Integration

Reduce time spent, streamline communications and solve problems more quickly by breaking down the silos between DevOps and the Services teams with the real-time integration between Provance ITSM and Microsoft Azure DevOps (formerly known as Visual Studio Team Services). ITSM related tasks can be populated directly into Azure DevOps, while developers also easily track and provide updates on their work items back to the Services team through Provance ITSM.

In a hurry?

“Provance helps our mutual customers move to the cloud with an IT Service Management solution for Microsoft platforms. It represents a unique partner initiative integrating cloud offerings that bridge productivity, business processes and intelligent cloud segments.” 

Jeremy Winter, Partner Director Program Management at Microsoft