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.
BENEFITS – IT Service Management
FEATURES – IT Service Management
IT Service Management comprehensively covers the features that will make the difference to your IT service:
BEST PRACTICE PROCESS FLOWS TO GUIDE YOUR TEAM
Contract Management
Asset Management
Incident Management
Change and Release Management
Service Catalog Management
What’s inside…
Customer Self Service Portal
Fixed Price SLA Agreements Tickets/Hours Consumption
Asset Record in Service Asset & Configuration Management (SACM)
Escalation models in Incident Management
Service catalog in Request Fulfilment
Logging in Request Fulfilment
Searching Knowledge Base (KB) in Request review
Priority Matrix in Change Management
Logging a change request
Build and Test in Release management
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.