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Conceived in the Microsoft Power Platform Diagram

Conceived in the Microsoft Power Platform

ServiceTeam empowers IT to deliver modern, effective and intelligent customer service utilizing the latest and greatest technology from Microsoft, the Power Platform. ServiceTeam 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 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 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 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 Dashboard Screenshot

Dashboards and Reports

ServiceTeam provides an array of dashboards, views and reports to let you easily monitor operations, spot trends and analyze historical information. Out-of-the-box 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, 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.

Workflows and Automation Streams Diagrams

Workflows and Automation Streams

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 lets you easily create business process flows and workflows to execute activities, tasks and data manipulations that would otherwise require human effort. ServiceTeam 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.

ServiceTeam Codeless Configuration Screenshot

Codeless Configuration

Tailor ServiceTeam 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 is highly extensible and lets you make changes and modifications—all without coding. Designed with simplification in mind, ServiceTeam 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, and then when necessary, easily configure based on your unique business scenario or customer requirements.

ServiceTeam ITSM Incident Management and Request Fulfillment Screenshot

Incident Management and Request Fulfillment

ServiceTeam 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 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 provides a standardized process where tickets are opened, triaged, worked on and closed. However, the ServiceTeam, 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.

Problem Management Diagram

Problem Management

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 lets you easily identify when incidents have become problems, associate problems to tickets, notify users of known issues and deflect tickets once a problem has been identified, analyze the root causes, and if necessary provide a temporary workaround via the knowledgebase. With ServiceTeam, you can also easily relate upcoming changes and deploy releases to prevent the same type of problem happening in the future. Plus, ServiceTeam provides maximum flexibility, letting you resolve problems based on your own internal processes.

Change Enablement Diagram

Change Enablement

Support a smooth transition from the old to the new. ServiceTeam enables effective change management from start to finish by supporting the proper assessment of risks, ensuring automated approval processes are kept and carried out, and letting you maintain and manage change schedules. 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 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 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 is a one-stop solution to enable change, successfully.

Self-Service Portal Screenshot

Self-Service Portal

Service Team lets your customers raise tickets and provides them with an intuitive way to efficiently and effectively resolve common and minor IT issues. With ServiceTeam, you can inform end-users about available services as well as notifications about known issues, current events, and company news. ServiceTeam 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 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.

Access, Controls and Multi-tenancy

Access, Controls and Multi-tenancy

To achieve cost-efficiency and service excellence, we engineered ServiceTeam 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 with multi-tenancy in mind including key roles and permissions.

Regardless of your customer needs, you can benefit from ServiceTeam’s 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 includes several roles by default such as service desk agent, service desk manager, and business user.

ServiceTeam ITSM Time Tracking Screenshot

Time Tracking

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 Time Entry feature lets you record time spent, categorize activities by work types, and mark time as billable or non-billable. The ServiceTeam Time Capture feature includes a stopwatch capability as well as the ability for time to be captured from activities. ServiceTeam also lets you establish an approval process, so no time gets billed to a client without authorization, ensuring that customer invoices meet contractual requirements.

ServiceTeam ITSM SLA Management and Ticket Service Metrics Screenshot

SLA Management and Ticket Service Metrics

SLAs and Ticket Service Metrics are the backbone of providing successful customer-centric services. ServiceTeam Ticket Service Metrics includes response and resolution monitoring, while ServiceTeam SLA Management ensures compliance and fulfillment of customer contracts and expectations.

With ServiceTeam, you can organize your client agreements into measurable KPIs and rules. Resolve tickets based on priority and criticality. 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 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.

Request Catalog Screenshot

Request Catalog

Boost customer satisfaction and save time. The ServiceTeam 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 request offerings can be customized with icons, images as well as links to documentation to improve customer access to services.

ServiceTeam ITSM Service Catalog Screenshot

Service Catalog

The ServiceTeam 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. 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 Service Catalog also lets you offer common or unique services to your customers.

ITIL 4 Diagram

ITIL®- Aligned

ServiceTeam is organized by standard ITIL process areas, such as Incidents and Service Request items. ServiceTeam is ITIL-aligned in the following areas:

  • Incident Management
  • Problem Management
  • Change Enablement
  • Request Fulfillment
  • Release Management
  • Service Continuity
  • Service Portfolio
  • Service Catalog
  • Service Level
  • Event Management

ITIL (The Information Technology Infrastructure Library) is the de facto global standard for IT Service Management.

ServiceTeam ITSM Tickets Screenshot

Tickets

The ServiceTeam Ticket capability was engineered to focus on the agent experience. Triage incoming tickets to determine priority, urgency and issue type. ServiceTeam 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 infuses flexibility into the ticket resolution process, letting agent activity define ticket status. ServiceTeam lets you determine a set of ticket related questions and answers in advance to ensure accurate, reportable and timely data acquisition.

The ServiceTeam 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. You can also take advantage of the ability to uniquely leverage the ServiceTeam ticket template capability per customer, including differentiating templates, segmentation and routing depending on your unique customer needs.

Release Management

Release Management

Facilitate internal and external communications, keep software updates and deployments organized with ServiceTeam. Plan, schedule, manage and control software releases and configuration changes through the various stages and environments. ServiceTeam 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.

Centralizing data using Provance services platform Diagram

Deploy the Provance Services Platform for Data Integrations

The Provance Services Platform seamlessly connects with your data ecosystem, providing you with painless in-depth integrations to the technologies you depend on. Using the power of Microsoft Dataverse, ServiceTeam 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, Power BI, Azure DevOps, Azure Active Directory, Jira, SolarWinds and more to keep the CMDB accurate and automatically updated.

Discovery Gateways Diagram

Discovery Gateways

The ServiceTeam 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 to import and transform amy standard attributes and custom collected data from anywhere, anytime.

Events Diagrams

Event Gateways

The ServiceTeam 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 tickets and can be associated with Automations, PowerShell Scripts, Orchestrator runbooks or any other automations enabled via ticket templates. Conversely, all ServiceTeam 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.

 

DevOps Gateway Diagram

DevOps Gateways

The ServiceTeam 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.

Automation Gateways Diagram

Automation Gateways

The ServiceTeam 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.

Which ServiceTeam ITSM Edition is Right For You?

ServiceTeam Essentials

Available Now!

You’ll receive all these great capabilities:

  • Incident
  • Service Request
  • Ticket Service Metrics from Service Plans (Closures, Hours, Priority Matrix)
  • Workflows
  • Service Desk Agent Dashboards
  • Service Desk Management (Power BI) Reports
  • Request Catalog
  • Codeless Configuration
  • Business Rules
  • Timeline Insights
  • Time Entry
  • Advanced Access Control & Multi-tenancy
  • Mobile Responsive
  • Gateways – Contacts (Azure AD & AD)
  • Self-Service Portal
  • ITIL-Aligned

ServiceTeam Professional

(Coming Q3 2021)

You’ll receive all Essentials capabilities plus:

  • Problem
  • Business and Technical Services
  • SLA Management including Entitlements
  • Configuration I Management
  • Change notices
  • Extensive Service Desk Management (Power BI) Reports
  • Service Catalog
  • Automated Time Capture
  • Agreement/Contract Management
  • Gateways – Devices

ServiceTeam Enterprise

(Coming Q1 2022)

You’ll receive all Professional capabilities plus:

  • Operating Level Agreements
  • Monitoring and Event Management
  • DevOps Work Item integration
  • Change Enablement
  • Release Management
  • Extensive Service Desk, Service Delivery, Configuration Management (Power BI) Reports
  • Virtual Agent
  • Gateways – Events & DevOps
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Latest Webcast : Introducing ServiceTeam®— Keep Customers, Stay Competitive and Simplify ITSM

What helps a Microsoft Partner go from good to great? Excellent customer service. A great ITSM  solution will help you keep operational costs low and profits high, while keeping customers more than satisfied. Watch our on-demand webcast to learn how our ServiceTeam® ITSM Power Apps solution can help you.

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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.

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