The Provance Blog

The Provance Blog will provide you with expert advice, insights and opinions in regard to IT Service Management, Microsoft, Microsoft Dynamics 365 and Microsoft System Center.  

A Deeper Dive Into SLA Management: All About OLAs and Underpinning Contracts

  Operations Level Agreements (OLA) help to ensure that IT support staff are meeting the service level expectations of other support staff, management and colleagues in other departments. OLAs are the very foundation by which common agreement is obtained and good IT services practices are enforced. The external equivalent of ...Read More »

Modern IT Service Management By John Clark

  An often asked question, according to John Clark, Modern Service Management Architect of Microsoft, is; Why doesn't Microsoft have a dominant IT Service Management tool in the marketplace. He says that the Microsoft Intelligent Cloud Platform along with their modern approach and perspective on IT Service Management provides the ...Read More »

A Deeper Dive Into SLA Management: The Why and How for Status Changes

  For a Managed Service Provider (MSP), a Service Level Agreement (SLA) is a contract between them and their customer, ensuring both have an agreed upon understanding about scope, responsibility, response and resolution times, as well as costs associated for breaches. Whether you're a MSP or an internal service provider, ...Read More »

A Deeper Dive Into Service Level Management: Monitoring Service Health

  Paramount to delivering great customer service is monitoring the health of IT by services. The Provance ITSM Service Health dashboard lets you not only monitor incidents, requests, changes, events and problems by a service but it lets you compare your service performance against pre-set baselines ensuring you are always ...Read More »

A Deeper Dive Into Service Level Management: How to Configure SLAs

  There is no question that with the rise of digital technologies, there’s been a corresponding rise in demand for better customer service, which is not only impacting how companies must respond to their customers, but how IT must now respond to their colleagues, or in the case of Managed ...Read More »
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