Service management and ITSM (itil compliant)

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Posted on by tavares

I'm assessing opportunity to use Service management in Dynamics (added to ADX studio) as an ITSM tool to cover request and incident management for my IT Department.

I'd like to know if you could share any experience regarding this use in your organization?

does anyone compare this use case with ServiceNow express for instance?

thanks for your feed-back!

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David Shuster on at

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RE: Service management and ITSM (itil compliant)

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

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tnohelty on at

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RE: Service management and ITSM (itil compliant)

We are also looking to use D365 as a possible solution for our IT managed services team that provides help desk services to our customers. As a Microsoft partner, we always like to use and showcase Microsoft products. We are hoping that Service and/or Field Service would provide enough capabilities to provide some basic ITIL processes. I have been unable to see any videos or demos that would show these kind of capabilities. If anyone could point me to videos or technical resources that would show the products working in that type of environment I would really appreciate it. Thanks

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Wayne Walton 13,728 on at

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RE: Service management and ITSM (itil compliant)

I would say that ServiceNow is deeper for what you want, but Dynamics 365 is more flexible. If you're only looking for service management, D365 might be a little too generic. But if you're looking to integrate processes with other groups in your org that also need access to the kinds of data your service desk will store, D365 would be a better baseline.

We use D365 with Portals for our service requests both internal and external. But we are integrating that into our sales data and the like for external requests, and there seemed no point in putting together another platform for internal requests. I gets the job done.

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Community Member on at

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RE: Service management and ITSM (itil compliant)

Sorry for resurrecting an old thread but any thoughts on this? Please note at this point in time we would now be talking about Dynamics 365 for Enterprise

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