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How To: The Power of Provance IT Service Management and Office 365: Take Advantage of Skype for Business (now Microsoft Teams)
The widespread use of digital technology is not only transforming the way we engage with each other, but also changing our expectations regarding what is considered good service. Rising customer expectations are now creating a new service-driven economy. Regardless of whether your customers are internal or external, it is now more important than ever that […]
How To: The Power of Provance IT Service Management and Office 365: Take Advantage of Outlook
Increase end user satisfaction and your organizational productivity by capitalizing on the features of Outlook® to manage your IT services—whether you’re providing internal IT services or you’re a managed service provider (MSP). The Provance IT Service Management solution is not only ITIL® PinkVerify™ certified but is powered by Microsoft Dynamics® 365 and natively integrates with all […]
General: The Power of Provance IT Service Management and Office 365: Take Advantage of OneNote and SharePoint
There’s no question that change requests, problem management and incident handling can get very complicated. Why not simplify it by using OneNote® and SharePoint®? The ITIL® PinkVerify™ certified Provance IT Service Management solution is powered by Microsoft Dynamics® 365 (Dynamics CRM) and natively integrates with Office 365™. You can increase productivity by keeping important resources together […]
Hardware Asset Management: The Power of Provance IT Service Management and Office 365: Take Advantage of Word and Excel
Why should you reinvent the wheel? You can easily gain efficiency across teams, leveraging your investments, while also improving the end user experience just by simply using tools that are familiar to most: Microsoft’s Word and Excel. We know that for you process is paramount. The ITIL® PinkVerify™ certified Provance IT Service Management solution natively integrates […]
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 […]