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How To: IT Service Management to TFS Work item Synchronisation
The Provance IT Service Management team has created an integration with Team Foundation Server (TFS) (now Azure DevOps). 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 […]
How To: 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 for organizations following ITIL principles. […]
IT Infrastructure Library (ITIL): 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 when a ticket transfers ownership to […]