The power of Microsoft Dynamics 365

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Provance ITSM runs natively within the Microsoft Dynamics 365 platform, providing the exact same flexibility, capabilities and usability benefits. Intuitive and simple-to-use, Dynamics combines CRM and ERP capabilities, delivering applications that work seamlessly together to help you manage business functions across Field Service, Customer Service, Project Service Automation, Sales, Marketing and Operations. With Provance ITSM and Dynamics 365, you can build on the familiarity of a Microsoft solution and keep important information together on a single platform. From Office 365 to Azure Artificial Intelligence to Power Automate and Power BI—no other ITSM solution is supported by the depth of innovative platform technology that Microsoft delivers.

Dashboards and Reports

Provance ITSM out-of-the-box dashboards and reports lets you monitor operations, balance workloads, spot trends and analyze historical information. Analytical reports allow you to identify key issues, such as the root cause of errors and failures and take immediate action, preventing additional downtime, loss and multiple incidents as a result. Efficiency reports give visibility into how long it takes for resolution and departmental efficiency. Plus, Word and Excel template functionality lets you collect, aggregate and present data and customer service details, while the integration to Power BI lets you create visually stunning reports.

Automation

To increase efficiency and reduce error, you can automate frequent and repetitive parts of your processes. Without coding you can easily create business process flows and workflows to programmatically execute activities, tasks and data manipulations that would otherwise require human effort.  Automation Streams let you configure complex workflows that involve many activities using a combination of manual tasks and automation calls. Customize paths taken. Wait for a set date or time--long running workflows such as onboarding can include step activities as well as post event activites within a single stream. Automations can also run in parallel or with serial branches. Automation Stream configuration is all codeless, letting you create touchless service requests, which only notify you if there is an issue or error.

Codeless Configuration

Tailor Provance ITSM to your own specific processes, policies and structure. Provance ITSM is not only highly extensible, you can make changes and modifications without coding and scripting. Graphical interfaces make it possible to add and edit data entities and fields, create and edit forms, and create business rules to automate actions based on specified conditions. Business process workflows are completely customizable while helping you to ensure the most important information is collected.

PinkVerify™ Certified for 11 ITIL® Processes

Provance ITSM holds the prestigious PinkVerify certification. Provance ITSM is organized by standard ITIL process areas, such as Incidents, Change Requests and Configuration Items. PinkVerify is an internationally recognized IT Service Management assessment service, created by The Information Technology Infrastructure Library (ITIL), which is the de facto global standard for IT Service Management. The Pink Verify accreditation provides independent verification that Provance ITSM has achieved a level of alignment with the ITIL processes, through its workflows, functionality, terminology and documentation.

Incident Management, Problem Management, Change Management, and Request Fulfillment

Provance ITSM lets you gain ITIL® best practices for services-centric IT processes right from the get-go. Optimized for different needs and different functions, intuitive dashboards and business process flows increase efficiency and reduce time spent. Automated issue escalation and auto routing of incidents and service requests ensure a faster resolution with minimal end-user effort. Step-by-step guidance reduces errors and produces consistency. ITSM Notifications across ITSM entities inform Service Desk users or ensure important information is captured before activities or tasks are completed.

IT Asset Management

IT Assets are the foundation upon which all IT services are built. Enormous synergy and economies of scale can be realized by combining and consolidating these overlapping processes, technologies and data. Provance IT Asset Management lets you take control of costs and reduce risk with the management of assets across the entire life cycle, from request to disposal. Read more about Provance IT Asset Management, which is available integrated to Provance ITSM, or as a standalone application powered by Power Apps or Dynamics 365.

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Self-Service Portal

Effectively and efficiently inform end-users about available services and assets as well as notifications about current events, company news and known issues. Deflect tickets and provide your customers with a way to efficiently and effectively resolve common and minor IT issues. The Provance ITSM Self-Service portal is fast, responsive, lightweight and completely configurable, you can also tailor and personalize a separate self-service web portal for each of your customers

Knowledge Management

Easily create knowledge base articles and publish to the self-service portal or to internal teams. Provance ITSM automatically suggests articles during data entry resulting in faster service and improved end-user satisfaction. There is no need to navigate to different areas to look for articles as tickets also display links to relevant articles—giving you the information you need right within the same view. You can also import or connect to third-party knowledge bases.

Service Level Management

SLA Management

Organize your client agreements into actionable tasks and rules. Countdown clocks, color-coded icons and notifications warn of impending SLA breaches, keeping you on task and letting you determine issue resolution priority based on the service level required. Plus, incident assignments, holds and duration within support tiers are visually displayed, allowing agents and management to quickly view status of SLA events, agent completion and more.

Release and Deployment

Release and Deployment Management

Plan, schedule, manage and control software releases and configuration changes through the various stages and environments. Provance ITSM lets you facilitate internal and external communications, keeping software updates and deployments organized, and therefore on-time and on-budget. Relentless configuration changes may be managed as part of a release and deployment process. The real-time integration with Microsoft Azure DevOps, helps break down the silos between the Development and the Services teams, streamlining communications and reducing time spent on problem resolution.

Service Catalog

The Provance ITSM service catalog lets you easily and effectively maintain accurate information—from the service criticality to customer benefits to critical dates—all within a single view. The service health dashboard displays key metrics by service, giving you a snapshot of the health of all the services. Plus, service mapping lets you see a quick visualization of the hierarchy between a business service and its technical services.

Tickets

Provance ITSM lets you easily triage incoming tickets before incident, problems, change or service requests are created. The Provance ITSM Ticket Template feature lets you apply standardization and automation to tickets—speeding up the process of opening and resolving tickets, while also ensuring that tickets opened in a freestyle format can still be aligned to a common standard. There is also the ability to define a set of questions and answers to ensure accurate, reportable and timely data acquisition.

Leverage the Microsoft Cloud with Deep Integration to Microsoft Technologies

As the most Microsoft-centric ITSM solution on the market, Provance ITSM leverages all three of the Microsoft Clouds: Dynamics 365, Office 365 and Azure. It also provides built-in connections to various Microsoft products, including System Center, Azure Monitor (formerly OMS), Power BI, Azure DevOps and Azure Active Directory. With Provance ITSM the integration to Microsoft technologies runs deeper than other ITSM solutions, for example, Provance ITSM and Dynamics 365 offers full integration with Outlook such as the tracking of activities, creating new records and viewing dashboards. You can also leverage PowerApps to build customized business apps as well as Microsoft Flow and Logic Apps, which let you connect Microsoft and non-Microsoft apps and data to Provance ITSM. Read more about Provance ITSM integrations to Microsoft solutions.

Microsoft System Center Connector

Microsoft System Center Connector

Out-of-the-box connectors lets you automatically integrate data from System Center for better management:

System Center Operations Manager

  • Allows network device definitions to create CIs and infrastructure assets for both IT Asset Management and IT Service Management.

System Center Operations Manager Alerts

  • Adds Operations Manager alerts to ITSM events, allowing incidents to be created automatically.

System Center Configuration Manager

  • Allows discovered computers to create CIs and computer assets for both IT Asset Management and IT Service Management
Microsoft Azure Monitor

Microsoft Azure Monitor (formerly Operations Management Suite)

The out-of-the-box Microsoft Azure Monitor (formerly known as Operations Management Suite (OMS)) Connector provides you with a real-time, automated and bi-directional integration with Provance ITSM. Azure Monitor alerts will automatically create ITSM tickets (incidents, change requests or problems). Alerts can also be associated with ticket templates to trigger automations such as Azure Automations, Power Shell Scripts, Orchestrator runbooks or any other automations enabled in Provance ITSM. All Azure Monitor created Provance ITSM Incidents and related Configuration Items (CIs) can be viewed within Azure Monitor, providing administrators with greater insight and a historical record of incidents and change requests to continuously fine-tune how alerts should be treated. And once a ticket is resolved, both Azure Monitor and Provance ITSM will keep a record, giving you more accuracy, efficiency and better management of problems.

Microsoft Azure DevOps

Microsoft Azure DevOps (Visual Studio Team Services) Integration

Reduce time spent, streamline communications and solve problems more quickly by breaking down the silos between DevOps and the Services teams with the real-time integration between Provance ITSM and Microsoft Azure DevOps (formerly known as Visual Studio Team Services). ITSM related tasks can be populated directly into Azure DevOps, while developers also easily track and provide updates on their work items back to the Services team through Provance ITSM.

The Power of the Platform

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Learn how you can use Microsoft Dynamics 365 as a one-stop solution for IT service delivery when you deploy Provance ITSM.


With Provance IT Service Management, we saw everything we had hoped for in going beyond Service Manager … Provance delivered it all and delivered it in spades.

Brian Shaw, Senior Service Engineer for Office Engineering Microsoft
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