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IT Service Management for Microsoft Dynamics CRM 4.0

In today's business environment, there are more channels than ever available to engage with customers. This also increases the complexity when it comes to effectively managing service levels to ensure customer satisfaction, while also keeping costs in line.

IT Service Management for Microsoft CRM, built on the Information Technology Infrastructure Library (ITIL) framework, enables IT to be more productive and improve customer service levels cost effectively.

IT Service Management for Microsoft Dynamics CRM from c360 supports the following processes:

Incident Management

Problem Management

Change Management

Knowledge Management

Contract Management

Service Level Management

Resolution Time Tracking

Configuration Management (CMDB, CIs)

Key Benefits:

Ticket resolution time reduced by 20%

Easily identify and resolve urgent situations

Improved first call resolution

Increased agent productivity

Visibility into all IT assets throughout the organization

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IT Service Management Media Library:

• Incident Management Screen Shot
• Ticket Assignment Screen Shot
• IT Service Management Data Sheet
• IT Service Management User Guide
• IT Service Management Release 2 - Recorded Overview
• IT Service Management Video (requires the TechSmith Screen Capture codec: http://www.techsmith.com)
• IT Service Management Webcast and Demo