Provance IT Service Management update includes new quality control features for Tickets, ITSM Notifications and TFS integration capability
Provance today announced an update to the Provance IT Service Management solution including a new ITSM Notification feature, the addition of Accelerator and Dynamic Information Intake capabilities to the ticket template functionality as well as the ability to integrate to Microsoft Visual Studio Team Services (also known as Team Foundation Server/TFS). Provance IT Service Management is powered by Microsoft Dynamics® CRM.
“Both IT and their customers gain when incidents and requests are handled more efficiently,” said Per Mikkelsen, VP of Products and Partner Services at Provance. “The new ticket templating features along with the new ITSM Notifications feature, when used collectively, guides Service Desk Agents through the complete ticketing lifecycle, ensuring more standardization, quality control and efficient handling of issues.”
The Ticket Template Accelerator applies standardization and automation to the process of opening and resolving tickets, ensuring that tickets opened in a freestyle format can still be aligned to a common standard. The Dynamic Information Intake feature allows the ability to define a set of questions and answers to ensure accurate, reportable and timely data acquisition. The net result is better reporting and analysis through standardization and the ability to ingrain process as part of the practice.
ITSM Notifications display notifications or alert messages across assets, services, contacts and ITSM records. Notifications can help improve team communication by allowing messages to be associated with entities. For instance, if steps are missed, or questions remain unanswered, ITSM Notifications remind agents of the need to complete.
“Although Provance IT Service Management has the five pillars of ITIL best practices built right in,” said Roger Labelle, Director of Product Management at Provance. “It’s completely configurable and doesn’t need any coding. Whatever your requirements, all these new features can be configured to suit your needs.”
The Provance IT Service Management integration with Visual Studio Team Services enables collaboration between DevOps and Services teams by allowing Team Services tasks to be generated from an ITSM ticket, for example if development is required as part of a Change Request, the Change Request process can wait for the Team Services work item to be completed before progressing to the next stage. This results in reduced time spent and streamlining of communications for faster problem resolution.
Provance IT Service Management strongly leverages your existing Microsoft investments and runs natively on the Microsoft cloud platform, taking advantage of the performance, security and reliability of Dynamics CRM, as well as the integration with Microsoft Office 365®, Power BI and other Microsoft productivity tools. Provance IT Service Management can also connect to Microsoft management solutions such as System Center and Operations Management Suite (OMS).