Provance IT Service Management for Microsoft Dynamics 365 Capabilities

Learn about the Capabilities of Provance ITSM for Dynamics 365

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Modern Service Management Webinar

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Capabilities

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.

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.

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

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.

Automation

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.

Tickets

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.

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.

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.

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.

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.

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—whether it’s integrating System Center Operations Manager (SCOM) alerts, or System Center Configuration Manager (SCCM) discovery data or work items from System Center Service Manager (SCSM).

Microsoft Operations Management Suite

The out-of-the-box Operations Management Suite (OMS) connector provides you with a real-time, automated and bi-directional integration with Provance ITSM. OMS alerts will automatically create ITSM incidents and once an incident is resolved, both OMS and Provance ITSM will keep a record, giving you more accuracy, efficiency and better management of problems.

Microsoft Visual Studio Team Services Integration (Team Foundation Server/TFS)

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 Visual Studio Team Services (formally known as Team Foundation Server/TFS). ITSM related tasks can be populated directly into Visual Studio Team Services, while developers also easily track and provide updates on their work items back to the Services team through Provance ITSM.

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