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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Create service catalog...
Microsoft Dynamics CRM (Archived)

Create service catalog for IT Service

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Posted on by JuanFaustino 10

Hi,

I thiking to use Dynamics on my IT department and need create many types of service by type request. My question is if I could use workflow to acomplish this.

For example, If a user request for new phone, there is many active to do for many departments. So, if a user request for new phone, follow actives need be execute in correct sequence:

1. Supervisor aprove

2. Check inventory, if need put purchase order to by new.

3. Configure phone

4. Send phone and update inventory

5. User confirm that received new phone

We have 350 type of service, like example above. So, I use workflow with case identity? This is best choice?

Thanks,

Juan

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  • Verified answer
    ashlega Profile Picture
    ashlega 34,477 on at

    Hi Juan,

     in theory, you can use a workflow to create tasks, wait for completion, and so on.

     You can also use business process flows, but only a limited number of those.

     Given the number of services (and, presumably, the size of this implementation), I'd probably look at some of the existing solutions, such as ITSM by Provance:

    www.provance.com/.../its-all-about-process

     At least that way you'll get an idea of how they approached this even if you decide to do it yourself after that.

     Problem is,  if you are thinking of creating 350 workflows(1 workflow per service type), that's going to involve a lot of work to configure and test everything. Yet it can end up being very difficult to maintain moving forward.

     In the ideal scenario, all the required workflows would be created by the system, and you'd just need to set up the services somehow (that's, possibly, what solutions like Provance would be offering, but I don't really know if that's how they work)

  • David Shuster Profile Picture
    David Shuster on at

    Hi, we are a small Managed Service Provider and initially I was planning to customise our Dynamics 365 for the help desk and very light project management function. However, I have come across this ITSM solution that looked like a good idea.

    www.provance.com/.../provance-itsm-for-msps

    Unfortunately, their price starts from $900/month and they work with larger IT companies with 20-30 staff minimum and we are 5 strong, so the price is the over kill.

    Do you maybe know any similar solutions to Provance ITSM that are more tailored to small MSPs or Professional Services IT companies?

    Thanks.

    David

  • JuanFaustino Profile Picture
    JuanFaustino 10 on at

    Hi David, I didn't find one solution for small business, in Brazil is more hard to find. I going to look for solution at november, but probably I will make myself some little customization on Dynamics.

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