Seat and Service Subscription Management
Global 2000 companies and government organizations are adopting the IT services and asset management model to improve management of IT infrastructure and the delivery of IT services to lines of business. The Provance IT Services and Asset Management Suite enables these organizations to align IT assets, processes, and services with user needs, by providing the tools to easily capture, integrate and maintain service level agreements (SLAs).
To do this, Provance applies the concept of a seat to IT services and assets. A seat is a collection of services and SLAs, as well as the IT assets required to fulfill them. Seats are typically defined in support of a job function like engineering, sales, or accounting.
The seat concept lets IT service providers standardize practices and automate key processes across the enterprise, which saves time and enables IT managers to focus on meeting strategic objectives and building effective collaborative relationships with their line-of-business counterparts.
User-definable SLAs
Your Challenge: Offer multiple service options in the form of hardware,
software and services, from a single, central repository.
Provance Solution: Provance lets you manage and support different service offerings, even across multiple engagements, all within the same repository. Track and monitor your seat and service information to any level of granularity for a service level agreement for billing or support purposes.
Productize service offerings
Your Challenge: Communicate with the user population to create a 'consumer' approach to service delivery.
Provance Solution: Provance's seat model is an ideal framework for packaging services as 'products', and advertising them in terms that are meaningful to the user.
Customize service levels at the seat level
Your Challenge: Enable a user-specific choice of services and service levels to make more efficient use of resources and avoid a 'one size fits all' model.
Provance Solution: Provance lets you provide service desk personnel with expected service levels for specific users and seats. Because you can easily capture charges for service level differences, you can ensure maximum billing and charge back for the services provided.
Fast and flexible SLA set-up
Your Challenge: Accommodate interim service level upgrades or downgrades.
Provance Solution: With Provance, it is easy to temporarily change the service level for a specific seat when necessary; for instance, when mission-critical activity is being performed by a group of users, their service desk response time may be temporarily increased. This capability helps to maintain an audit trail of all changes, and makes it easy to track temporary changes for support and billing/charge back purposes.
Full insight into compliance and configuration requirements
Your Challenge: Verify that users are in compliance with the terms and conditions of service provisioning.
Provance Solution: Provance lets you identify, track, and modify the hardware and software baseline of a seat. You can easily compare the baseline and the actual configuration to identify rogue purchases and software installations, and determine which seats need to be included in a technology upgrade activity when the actual asset configuration no longer meets the baseline for delivery. The baseline can also be used to identify what is to be supported in a seat, and what a seat should be restored back to if it fails.