Case Study: PAR improves employee IT service experience with Provance IT Service Management

PAR Undergoes a Digital Transformation in ITSM to Improve Their Employee Experience

PAR, a U.S.-based provider of cloud-based point-of-sale, payment, and food safety solutions for restaurant chains and food retailers, needed to replace an inefficient legacy ITSM system that lacked modern self-service, analytics, automation, and ITIL best-practice capabilities. The company also wanted to move away from a time-consuming email-based support process and improve how employees requested and tracked IT help.

Provance implemented Provance IT Service Management powered by Microsoft Dynamics 365, helping PAR launch service requests, a self-service portal, incident and problem management quickly and ahead of schedule. PAR adopted about 90% of the solution out of the box with minimal customization, improved service desk efficiency, and enabled employees to use the portal instead of email; managers also gained instant access to analytics that made them more proactive and better able to support employee experience.

Par

Bernie Salvaggio

Director of Information Technology