The Provance Blog

The Provance Blog will provide you with expert advice, insights and opinions in regard to IT Service Management, Microsoft, Microsoft Dynamics CRM and Microsoft System Center.  

Does Provance IT Service Management have a CMDB?

Does Provance IT Service Management have a CMDB? The simple answer is yes, of course. A CMDB is a fundamental component in the ITIL standard. The tricky part is what is a CMDB? A configuration management database (CMDB) is a repository that acts as a data warehouse for IT organizations. ...Read More »

IT Service Management to TFS Work item Synchronisation

The Provance IT Service Management team has created an integration with Team Foundation Server (TFS). TFS is a collaboration platform for Microsoft’s application lifecycle management solution, which enables organizations to effectively track development work. In this blog post I intend to outline how this integration was achieved technically and why this is important ...Read More »

Advanced Options in Dialogs and Data Querying

This post addresses a couple of issues with dialogs. One technical and one usability oriented. One challenge in dialogs, and particularly when closing tickets (cases), we often need to ask the agent a number of Yes/No questions such as "First Contact Resolution", "Resolved Remotely etc. This is particularly the case ...Read More »

Escalation of Tickets in Provance IT Service Management

  Introduction ITIL and Provance IT Service Management work with two types of escalations. Functional Escalation Hierarchical Escalation The two types of escalation are used for different purposes and it is important to understand these differences to properly handle ticket fulfillment and resolution. Functional Escalations A functional escalation is used ...Read More »

Quick Wins with IT Asset Management

  As a follow up to a great blog post by Gord Watts, entitled How to Fund and Equip Your IT Asset Management Program, I wanted to point out some outcome oriented case studies from a few of our many customers Let me walk you through four examples taken from recent ...Read More »
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