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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / CRM for Change Management
Microsoft Dynamics CRM (Archived)

CRM for Change Management

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Posted on by meugen 65

We are investigating a way to use CRM4.0 for Change and Tickets Management. Is anyone aware of such use of CRM? maybe some links to whitepapers or technet documentation would be very usefull.

many thanks,

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  • Community Member Profile Picture
    Community Member on at
    Re: CRM for Change Management

    HI Meugen

    We have worked on similar projects where event and change management has been implemented as part ofa major government project, if you could supply a little more detail, then i could understand the requirement further

    Cheers

    Alistair

    www.crmdeployment.co.uk

     

  • meugen Profile Picture
    meugen 65 on at
    Re: CRM for Change Management

    So, here are details:

    1. we have MS CRM3.0 with posibility to upgrade it to CRM4.0

    2. there is a request to use CRM4 to implement a sort of Change Management and ticketing system for our small environment: 30 servers and 20 applications developed in-house.

    3. Change and ticketing mgmt should be based on typical ITIL process: approvals and implementation phases and so on and so forth....

    Tell me if you need more info from my side..

    thanks,

     

  • Community Member Profile Picture
    Community Member on at
    Re: CRM for Change Management

    Meugen

    I see that seems pretty straight forward, I would recommend the move to v4.0 due to the better workflow functionality which will help you drive your process.  What i'm not quite sure on is is this help desk type senario purly for internal infastructure or customer infastructure, I think what I am trying to get to is will the cases, or work tickets be associated to a single customer i.e. internal or a number of customers that are external to the organisation.

    The approach that I would take is to use the core account and contact entities for modeling the customer data , use service contract to manage the number of tickets (if this is just internal you can get away from using the service contracts unless departments are billable) and then customise the case entity to be you case / work ticket.

    Let me know if that helps

    Alistair  

  • meugen Profile Picture
    meugen 65 on at
    Re: CRM for Change Management

    Well, the customers will be from inside of organization. so, nothing outstanding. and this is necessary for tracking all our changes and incidents which might appear during the development, preproduction and production phase.

    many thanks for your help,

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