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c360 ITSM

“Tailor your ITSM solution to work the way you work and integrate to the systems you need”

Customization

Adapt quickly to changing markets with a CRM solution that is designed with the flexibility to grow and change with your business. Quickly deploy and customize your CRM application to fit your business needs with point-and-click customization.

  • Change quickly using visual tools that allow business units to rapidly customize Microsoft Dynamics CRM at the business analyst level. Create and change entities, forms, workflows and more to keep pace with changing business needs.
  • Change deeply in on-premise deployments with standard .NET development tools and skill sets in IT to make upgradable customizations quickly and efficiently. Leverage the native SOA architecture and standard web services to unify customer processes across enterprise applications.
  • Change completely by using Microsoft Dynamics CRM as a platform for relationship management solutions that reach beyond the traditional boundaries of CRM. Customize and extend your ITSM solution with sophisticated and flexible development tools based on standard technologies. The c360 ITSM solution is built on the MS Dyamanics xRM platform, allowing you to call upon a deep pool of existing developer talent to help make your customization effort fast and cost-effective.

    The platform is the heart of the solution. When you use the extensive SDK, you are building on top of this system. This architectural platform supports smaller deployments and can scale for application service provider models as well. The robust security model protects the platform from unauthorized access across the Web. The main platform components are as follows:
    • Microsoft SQL Server
    • Web Services
    • System Services (workflow, metadata, and integration)
    • A query processor that supports the entity model
    • Secured ad hoc queries that leverage web services to abstract from direct access to the physical database
    • Plug-ins for business logic extensibility
    • Reporting services
    The server platform is responsible for creating domain-specific objects. These objects include ticket, contact, lead, opportunity, account, business unit, and more. The goal of the platform is to implement the service-specific rules by manipulating and combining the underlying domain objects.

    The platform does not impose business-specific logic, but imposes only generic domain constraints. However, the interaction between those objects within the domain can be assumed to implement more extensible logic such as the quote-to-order-to-invoice processing and pricing logic.

    The server platform also controls access to objects through security, controls access to the database, and raises events for workflow processes and custom business logic implementations. The platform layer provides for both incoming and outgoing e-mail processing through Microsoft Exchange.

    Therefore, you have a stable, proven development platform to build upon as you customize your ITSM solution to meet your specific business needs.

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