Designed for Microsoft Customers, Partners and MSPs by a Microsoft Partner, ServiceTeam ITSM takes a fresh approach to the service desk agent experience with a simplified and high-performance interface focused on the activities most important to you. Native to the Microsoft Power Apps and Dynamics 365 environment, ServiceTeam ITSM lets you leverage out-of-the-box Power BI for management reporting, configure complex automated workflows, capitalize on existing skillsets and investments in Microsoft technologies and more. With ServiceTeam ITSM, you can achieve excellent customer service—supporting business growth by keeping your customers more than satisfied. ServiceTeam ITSM is comprised of two editions, Professional and Enterprise.
ServiceTeam ITSM empowers IT to deliver modern, effective and intelligent customer service utilizing the latest and greatest technology from Microsoft, the Power Platform. ServiceTeam ITSM is a Power App, that leverages Power BI and Power Automate to boost your business productivity and give you meaningful data for intelligent insight into your service environment. The Power Platform and Microsoft Dataverse let you say goodbye to application and data silos, while extending value and reducing costs.
ServiceTeam ITSM lets you benefit from a “best of platform” approach, whether you run your operations through Microsoft Power Apps or Dynamics 365 they work seamlessly together. ServiceTeam ITSM also lets Microsoft Partners and MSPs utilize a multi-tenant service management solution to get a 360-degree view of their customers, while also being able to leverage the familiarity of the Microsoft products they already depend upon to run their business. Additionally, the ServiceTeam ITSM suite of products provides next-gen IT Service Management, letting you streamline operations, increase profits and deliver first-rate customer service no matter your company size, maturity or structure.
ServiceTeam ITSM provides an array of dashboards, views and reports to let you easily monitor operations, spot trends and analyze historical information. Out-of-the-box Microsoft Power BI dashboards and reports visually communicate and deliver intelligent ITSM insights and answers to common questions for managers and key stakeholders. 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.
With ServiceTeam ITSM, you’ll gain clarity, visibility and a 360-degree view of your service environment. Plus, you can easily create your own Power BI dashboards and reports to capture data and insights particular to your unique business scenario.
Automation is the foundation of modern and cost-effective ITSM. To boost productivity, increase efficiency and improve responsiveness, great service management teams know that automating frequent and repetitive processes and tasks is the way to go.
Without coding, ServiceTeam ITSM lets you easily create business process flows and workflows to execute activities, tasks and data manipulations that would otherwise require human effort. ServiceTeam ITSM Automation Streams capability let you configure complex workflows that involve many automated and manual activities and tasks. Long running workflows such as onboarding users and customers can include pre-and post-step activities, time dependencies, and manual steps within a single stream. Automations can also run in parallel or with serial branches. Automation Streams configuration is all codeless, letting you create touchless service requests, which only notify you if there is an issue or error.
Tailor ServiceTeam ITSM to your own specific processes, policies and structure. Codeless configuration means you can adapt quickly, without requiring expensive outside experts, saving you time and money while providing affordable IT services your business needs today. ServiceTeam ITSM is highly extensible and lets you make changes and modifications—all without coding. Designed with simplification in mind, ServiceTeam ITSM makes it easy to add and edit data tables and columns, create and edit forms, create business rules to automate actions, configure workflows and more. Save time and money by utilizing standardized and ITIL-aligned processes and automations with ServiceTeam ITSM, and then when necessary, easily configure based on your unique business scenario or customer requirements.
ServiceTeam ITSM provides ITIL®-aligned best practices for services-centric IT processes right from the get-go. Intuitive dashboards and flexible workflows surface critical information, reduce errors and help agents resolve incidents and service requests faster. Regardless of whether customer tickets come via email, the self-service portal, phone or in-person, ServiceTeam ITSM tracks, prioritizes and assigns tickets, ensuring standardization and important information is collected.
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 inform Service Desk users and ensure important information is captured before activities or tasks are completed. ServiceTeam ITSM provides a standardized process where tickets are opened, triaged, worked on and closed. However, the ServiceTeam ITSM, ITIL-centric processes don’t impede service agent activity and responsiveness, as the service agent is given flexibility to manage and provide the necessary information.
Remove obstacles to adoption and achieve greater standardization and productivity. The ServiceTeam ITSM Outlook Add-In lets you serve up a dose of convenience to employees by letting them create tickets and request services right from Microsoft Outlook. And with the Outlook Add-In standardized email template, you can ensure more complete and structured tickets, reducing the service agents need to contact the end user while triaging tickets.
Facilitate root cause analysis, identify impacted services, inform users, deflect tickets and speed up resolution. With a 360-degree view of your service environment, ServiceTeam ITSM lets you easily identify when incidents have become problems, leverage a known error database, associate problems to tickets and services, notify users of known issues and deflect tickets once a problem has been identified, analyse the root causes, and if necessary, provide a temporary workaround. With ServiceTeam ITSM, you can also easily relate changes to services in your environment to problems so you can identify causes and potential impacts. ServiceTeam ITSM provides maximum flexibility, letting you resolve problems based on your own internal processes.
Support a smooth transition from the old to the new. ServiceTeam ITSM enables effective change management from start to finish by supporting the proper assessment of risks, ensuring automated approval processes are kept and carried out, letting you maintain and manage change schedules as well as broadcast change notices. Differentiate between types of changes, follow a business process flow to ensure requirements are met, and leverage out-of the-box Power BI reports to analyse success and fail metrics.
ServiceTeam ITSM makes communications and collaboration between teams easy. Allow approved and scheduled changes to be visible to service desk agents and use announcements to inform end users via the portal of impending changes and service interruptions. Leverage the real-time integration between ServiceTeam ITSM and Azure DevOps and Jira to breakdown silos, reduce time spent, streamline communications and solve problems more quickly. In fast-paced, always-changing environments, ServiceTeam ITSM is a one-stop solution to enable change, successfully.
Service Team ITSM lets your customers raise tickets and provides them with an intuitive way to efficiently and effectively resolve common and minor IT issues. With ServiceTeam ITSM, you can inform end-users about available services as well as notifications about known issues, current events, and company news. ServiceTeam ITSM also provides your customers with visibility and status of their incidents and service requests, reducing frustration and confusion as well as calls and emails to your service desk. The ServiceTeam ITSM Self-Service Portal is fast, mobile device responsive, lightweight and completely configurable. You can also brand and tailor the self-service portal for your customers.
To achieve cost-efficiency and service excellence, we engineered ServiceTeam ITSM to be the single source of truth for service-related data and information across your teams and customers. And to keep the right data and information in the right hands at the right time, we built ServiceTeam ITSM with multi-tenancy in mind including key roles and permissions.
Regardless of your customer needs, you can benefit from the ServiceTeam ITSM multi-tenancy, for example, an MSP can treat its customers as completely separate units, while still benefiting from standardization and economies of scale. Individuals are assigned permissions and roles to ensure only the data, information, tasks or activities are viewed or completed by those you’ve allowed, ensuring secure control of data visibility in more sensitive scenarios like HR on boarding and other scenarios. Although roles are easily configurable, ServiceTeam ITSM includes several roles by default such as service desk agent, service desk manager, and business user.
Increase profitability and gain insight into the “what’s happening” with customer accounts and employee activity by easily tracking time spent against incidents and service requests. The ServiceTeam ITSM Time Entry feature lets you record time spent, categorize activities by work types, and mark time as billable or non-billable. The ServiceTeam ITSM Time Capture feature includes a stopwatch capability as well as the ability for time to be captured from activities. Approved time entries can be recorded as consumption against entitlement. ServiceTeam ITSM also lets you establish an approval process, so no time gets billed to a client without authorization, ensuring that customer invoices meet contractual requirements.
SLAs and Ticket Service Metrics are the backbone of providing successful customer-centric services. ServiceTeam ITSM Ticket Service Metrics includes response and resolution monitoring, while ServiceTeam ITSM SLA Management ensures compliance and fulfillment of customer contracts and expectations.
With ServiceTeam ITSM, you can organize your client agreements into measurable KPIs and rules. Resolve tickets based on priority and criticality. Configure unique SLAs by customer. Customize service plans and requirements by ticket types (incident, service request or problem), subscriptions and configuration items. Leverage countdown clocks, color-coded icons, escalations and notifications to warn of impending ticket service metric breaches. Incident assignments, holds and duration within support tiers are visually displayed, allowing agents and management to quickly view status of ticket processing, resolution targets and more. Since SLA agreements provide a mechanism to define your obligation to your customer, ServiceTeam ITSM lets you document and track Subscriptions—to comply with the services to be provided and their associated entitlements—and Service Plans—to identify business closures, service hours and priority calculations.
Boost customer satisfaction and save time. The ServiceTeam ITSM Request Catalog lets you build comprehensive and standardized self-service requests that can be automated, allowing customers to choose service requests from a group of common request offerings. Offerings can include common tasks and everyday requests. Predefined question templates can be used to ensure standardization and accuracy. Accessible from the Self-Service Portal, the ServiceTeam ITSM request offerings can be customized with icons, images as well as links to documentation to improve customer access to services.
The ServiceTeam ITSM service catalog lets you easily and effectively maintain accurate service information—from the services offered, to service criticality, to customer benefits, to critical dates—all within a single view. Follow business process flows based on service type (business, technical and managed). Define and track service lifecycles. Associate tickets, problems, announcements and change notices with business, technical and managed services for better understanding and communications. The service health dashboard displays key measurements 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. The ServiceTeam ITSM Service Catalog also lets you offer common or unique services to your customers.
ServiceTeam ITSM is organized by standard ITIL process areas, such as Incidents and Service Request items. ServiceTeam ITSM is ITIL-aligned in the following areas:
ITIL (The Information Technology Infrastructure Library) is the de facto global standard for IT Service Management.
The ServiceTeam ITSM Ticket capability was engineered to focus on the agent experience. Triage incoming tickets to determine priority, urgency and issue type. ServiceTeam ITSM lets you apply standardization and automation to ticket processing—speeding up the processes of triage, assignment routing, and resolving tickets, while also ensuring that tickets opened in a freestyle format can still be aligned to a common standard—without impeding service agents productivity.
ServiceTeam ITSM infuses flexibility into the ticket resolution process, letting agent activity define ticket status. ServiceTeam ITSM lets you determine a set of ticket related questions and answers in advance to ensure accurate, reportable and timely data acquisition. The ServiceTeam ITSM Timeline Insights capability automates the collection of three types of information, predefined measures, field tracking and status tracking, which helps you understand advanced ticket analytics and audit history, such as ticket and traffic reporting. ServiceTeam ITSM lets you associate tickets to business, technical and managed services. You can also take advantage of the ability to uniquely leverage the ServiceTeam ITSM ticket template capability per customer, including differentiating templates, segmentation and routing depending on your unique customer needs.
Facilitate internal and external communications, keep software updates and deployments organized with ServiceTeam ITSM. Plan, schedule, manage and control software releases and configuration changes through the various stages and environments. ServiceTeam ITSM lets you easily manage relentless configuration changes as part of a release and deployment process. The real-time integration with Microsoft Azure DevOps and Jira, helps break down the silos between the Development and the Services teams, streamlining communications and reducing time spent on problem resolution.
Benefit from hands-free approval management by leveraging the ServiceTeam ITSM built in approval streams feature, which helps you manage approvals automatically and effectively. You can customize your approval process with the ability to have parallel, serial or pre-conditional steps to ensure consistent, timely, accurate and easily tracked approvals. Master approval allows for control and visibility into the “who?” and “have they approved?” to ensure a smoother approval process. End users can use email and out-of-the-box Microsoft Team’s approval application to accept, reject or provide additional information for maximum flexibility.
The Provance Services Platform seamlessly connects with your data ecosystem, providing you with painless in-depth integrations to the technologies you depend on. Service Desk agents can easily see related services within a customers’ environment, such as Microsoft Office 365 services to deliver better and more knowledgeable customer services. Using the power of Microsoft Dataverse, ServiceTeam ITSM creates a comprehensive CMDB, which allows you to have 360-degree view of your services and configuration items. Whether you are a Microsoft Customer, Partner, or MSP, you can take advantage of an array of built-in gateways to various Microsoft and non-Microsoft products, including Azure Monitor, Azure Intune, System Center (SCCM, SCOM), Power BI, Azure DevOps, Azure Active Directory, Jira, SolarWinds® Network Performance Monitor, N-able™ N-central®, Martello Vantage DX™ Analytics, and more to keep the CMDB accurate and automatically updated.
The ServiceTeam ITSM discovery gateways keep data synchronized between all sources, whether contacts, configuration items, Device CIs, or Service CIs come from Azure Active Directory, Azure Intune, System Center Configuration Manager or SolarWinds. You can also configure ServiceTeam ITSM to import and transform any standard attributes and custom collected data from anywhere, anytime.
The ServiceTeam ITSM event monitor gateways provide service desk agents with a real-time, automated and bi-directional integration with Azure Monitor, System Center and SolarWinds. Events will automatically create ServiceTeam ITSM tickets and can be associated with Automations, PowerShell Scripts, Orchestrator runbooks or any other automations enabled via ticket templates. Conversely, all ServiceTeam ITSM incidents and configuration items can be viewed within Azure Monitor or within System Center Operations Manager, providing administrators with greater insight and a historical record of incidents and change requests to continuously fine-tune how alerts should be treated.
The ServiceTeam ITSM DevOps gateways facilitate communications between service desk teams and development groups, allowing both teams to be operating in their primary applications while communicating collaboratively. Reduce time spent, streamline communications and solve problems more quickly by breaking down the silos between DevOps and the Services teams with a real-time integration. ITSM related tasks can be populated directly into Azure DevOps or Jira, while developers also easily track and provide updates on their work items back to the Services team.
The ServiceTeam ITSM Automation gateways allow customers to leverage existing automation tools such as PowerShell or Azure Runbooks to replace manual processes. Automation gateways schedule and run automation tasks on-demand, providing responsive standardized, cost-effective solutions. Automation gateways can run in conjunction with automation streams to manage complex and long-running workflows, such as employee onboarding, provisioning and deprovisioning.
per user, per month
Capabilities Include:
per user, per month
You’ll receive all Professional capabilities Plus:
Change Management – Includes:
DevOps:
Other:
Take advantage of ServiceTeam ITSM for better productivity, improved agent and customer satisfaction, and reduced costs
Imagine service management as a strategic driver of success within your business — quick, nimble, and evolving to take full advantage of the Microsoft technologies that run your business.
What if your ITSM solution saved costs and helped drive business? ServiceTeam ITSM eliminates the need for painful integrations and expensive customizations.
ServiceTeam ITSM doesn’t just give you intelligent insight, it provides the answers you need to achieve great customer service without impacting the bottom line.
ITIL-Aligned, ServiceTeam ITSM lets you leverage ITSM best practices and processes while still using familiar Microsoft tools, such as Office 365 and Power BI.
We needed a big-time tool to be the cornerstone of our Managed Services offering, but we also needed a partner that understood our business. Provance ITSM provides everything our Fortune 100 clients need and they understand where we are going as a Microsoft Azure Expert Managed Services Provider. Not only are they providing the back-end for our managed offerings, they are innovating with us to make sure we continue to be a trusted leader in the Managed Services space.” – Alex Brown, CEO at 10th Magnitude
Alex Brown,
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