Case Study: Microsoft Office Engineering saves time and improves service with Provance ITSM

Microsoft Office Engineering adopts service management solution to save time, improve service

Microsoft Office Engineering, the 10,000-person IT service management team for Microsoft Office, needed a more modern, efficient way to handle incidents, change control, service requests, and asset management while supporting more than 6,000 servers and about 20,000 help-desk tickets each month. The team wanted to move beyond Microsoft System Center Service Manager and adopt a more agile, digitally transformed service model.

Provance implemented Provance IT Service Management, built on Microsoft Dynamics 365 and integrated with Office 365, Azure Logic Apps, and Azure Monitor. Microsoft Office Engineering used it first for change requests, with plans to expand into service requests, incident management, and server onboarding, and the solution helped speed workflow automation, simplify approvals, and prepopulate issue data from Azure monitoring. Microsoft reported that users quickly adopted the self-service portal and that the new setup saved time, improved efficiency, and should boost productivity.

Microsoft

Brian Shaw

Senior Service Engineer for Office Engineering