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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.
ServiceTeam ITSM: The Power of Provance ServiceTeam ITSM and Microsoft Outlook®: Sometimes Simple is Best
It’s inevitable. As technologies evolve and add more capabilities, complexity can grow and often at the expense of productivity. One of our Provance customers asked us if we could add a button in Outlook to allow its end users to submit tickets more easily and conveniently into the system. Portal adoption is very low, and […]
ServiceTeam ITSM: Knowledge Centered Support to Improve Experience
You know the drill. You have several agents busy each day trying their best to solve customer problems. They are customer-centric folks by nature, but often are not empowered to give your customers the full power of the knowledge within the team. Amp up agent expertise with Knowledge Centered Support Knowledge centered support is a […]
Microsoft Dynamics: 9 Ways ITIL®-Backed ITSM Solutions Are Different Than Microsoft Dynamics® 365 Customer Service—Case Management
To the untrained ear, IT Service Management (ITSM) and Case Management seem a lot alike. They are both disciplines that incorporate processes to deal with customer service. They both handle incidents (called “cases” in case management). They both even tend to have processes in place for meeting Service Level Agreements. One might be led to […]
IT Service Management: How ServiceTeam® ITSM Helps Managers Leverage Power BI Reports for Service Desk Optimization
“If you don’t know where you’re going, you might not get there.” —Yogi Berra Professional Baseball catcher, coach, and manager. Organizations need goals to be successful, but just having goals is not enough. Being able to translate those goals into actions and then optimizing those actions is equally important. One of the areas that can […]
IT Service Management: Great IT Service Management: You Can’t Manage What You Don’t Measure
In the first blog post in the Great IT Service Management series, What You Need to Know—What You Need to Do, Howard M. Cohen, 35-year veteran of the IT industry, wrote about what a great Service Manager can do to achieve great customer service. In the second blog post, The Most Important Tools, Howard M. […]
IT Service Management: Great IT Service Management: The Most Important Tools
How would you define the term “digital transformation?” Does it conjure up images of brand-new computer equipment and innovative new gadgets? Eliminating paper and doing everything digitally? Screens, flashing indicator lights, and robots? Not really. It’s really not so much about technology! Digital transformation is all about people and how people change the way they […]