IT Service Management for Microsoft Dynamics 365 Customer Service

IT Service Management

Support ITIL compliance with a specialist customer service solution for IT companies

IT companies operate in a competitive industry, with their differentiator often focusing on customer experience, speed and quality of service delivered plus reliability. ITIL provides best practice structures and approaches so that IT service providers can deliver customers’ KPIs and SLAs.

IT Service Management is a functionally rich CRM solution for IT companies who wish to adopt ITIL in providing service to their customers. All built within leading Microsoft Dynamics 365 Customer Service technology, with a focus on best practice, productivity and collaboration.

ITSM functional overview

BENEFITS – IT Service Management

Improve customer satisfaction

The modern customer expects transparency, collaboration and communication with their service provider with minimal effort. By providing a rich and personalized self-service portal, IT companies can reduce low-level tickets and offer a modern experience.

Improve agent satisfaction and productivity

Modern and motivated agents expect to use a single system that combines market-leading customer service technology and meets specific IT support requirements.

Better reliability and service quality

Customer agreements, SLAs and service level management functionality allows you to set calendars, scope, create and track performance status, include documentation and set up authorizations and workflows.

Improve competitive position

Maintaining best practice through systematic processes, (including change requests, problem management, management and selection of service assets etc.) will result in a smoother and more transparent customer experience, closing the door to any need to look for an alternative provider.

FEATURES – IT Service Management

IT Service Management comprehensively covers the features that will make the difference to your IT service:

A solid Framework based on ITIL best practices

A methodology of work to boost productivity and quality

A standardization of Contract and SLAs

A flexible solution to tailor to specific customer service challenges and scenarios

Clear business process flows

To support and guide the daily work of your IT Service team

Customizable Self Service Portal

Gives customers better visibility of their agreements, track service requests and incidents, access the Service Catalog and follow releases

BEST PRACTICE PROCESS FLOWS TO GUIDE YOUR TEAM

Contract Management

Asset Management

Incident Management

Change and Release Management

Service Catalog Management

What’s inside…

ITSM Customer Self Service Portal

Customer Self Service Portal

ITSM Fixed Price SLA Agreements Tickets/Hours Consumption

Fixed Price SLA Agreements Tickets/Hours Consumption

ITSM Asset Record in Service Asset & Configuration Management (SACM)

Asset Record in Service Asset & Configuration Management (SACM)

ITSM Escalation models in Incident Management

Escalation models in Incident Management

ITSM Service catalog in Request Fulfilment

Service catalog in Request Fulfilment

ITSM Logging in Request Fulfilment

Logging in Request Fulfilment

ITSM Searching Knowledge Base (KB) in Request review

Searching Knowledge Base (KB) in Request review

ITSM Priority Matrix in Change Management

Priority Matrix in Change Management

ITSM Logging a change request

Logging a change request

ITSM Build and Test in Release management

Build and Test in Release management

ITSM Problem categorization and prioritization with applied SLA

Problem categorization and prioritization with applied SLA

Why choose Prodware?

With thousands of professional services customers that we have helped, Prodware’s global experience in CRM technologies means that we can match our Microsoft Dynamics expertise with industry-specific features to further boost your customer service experiences.

We are an international company present in 13 countries across the EMEA region allowing our customers to benefit from a local service supported by a global infrastructure.

Have a project? Let’s talk!

* Please select one of these options:

* Required: