SUCCESS STORY: ENA manages large scale ITSM with Provance IT Service Management and Microsoft Dynamics 365 with the help of AlfaPeople

Solution

AlfaPeople, a Provance Global partner, worked with Education Networks of America (ENA) to introduce Microsoft Dynamics 365 as an overarching platform  capable of managing their large scale IT Service Management business and phase out the use of BMC Remedy as well as to replace ENA’s existing CRM solution from Salesforce for the national sales & marketing team.

To understand ENA’s business requirements, face-to-face workshops were conducted to determine:

• Current business processes for ITSM, Sales & Marketing
• How ITIL® adoption can help streamline operations
• Services provided and how to structure these in a service catalogue
• SLA requirements
• Reporting requirements

These requirements were translated into Microsoft Dynamics 365 and updates to the Provance IT Service Management solution were made to accommodate ENA’s customer centric processes.

To ensure a smooth go live and to answer user questions, end super user and configuration training was conducted. Post go live, AlfaPeople has been able to offer support where needed and to continue the relationship with ENA.

Benefits and Outcome

Provance IT Service Management powered by Microsoft Dynamics 365 has provided ENA a centralized location for both internal and external service desk, a central platform for additional in-house application development and a great traditional CRM solution for the sales and marketing team.

Since implementing Provance IT Service Management & Dynamics 365, ENA has been able to provide enhanced SLA functionality ensuring support commitments are met, increase visibility into common issues, and ensure that records are monitored and escalated when breached.