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At Provance, we go out of our way to bring you great service. That’s in our digital DNA. Your IT success is our success.
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 […]
In a recent post by John M. Clark, ITSM Architect at Microsoft, he details the results of a recent “Hackathon” between ITSM professionals in which it was revealed that Microsoft IT Service Management (ITSM) offerings and services, including the Provance ITSM solution, can and have aligned to the modern ideals of IT4IT. Modern Service Management […]
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 […]
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. […]
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 […]
At Provance, we go out of our way to bring you great service. That’s in our digital DNA. Your IT success is our success.