ISV Add-On Product Information

Smart ITSM add-on by Dynamics 365

Product Verticals: All Industries
Business Processes: Call Center Integration, Customer Management, Customer Service, Help Desk, Service Work Order Tracking

Email | Print
× [erforms id="41727"]


For the digital transformation to be successful, the business and IT areas need to be aligned and integrated.
Inefficiencies in processes and services need to be eliminated and metrics need to be established and monitored to promote efficient transitions and operations.


What is Smart ITSM for Dynamics 365?

The Smart ITSM is an add-on that enables Dynamics 365 Customer Service with the best practices for IT service management (ITSM - Information Technology Service Management) that are part of the ITIL (Information Technology Infrastructure Library).


Avoid wasted deployment time and use best practices

Smart ITSM adds the following capabilities to Dynamics 365 Customer Service:

  • self-service portal
  • Portfolio Management and Service Catalog
  • Service Request Management
  • Asset Management
  • Configuration Item Management
  • Ticket Management
  • Problem Management
  • Predefined SLAs
  • Change management
  • Release Management
  • Notifications
  • Approval of Service Requests, Changes and Releases
  • Management panels with performance indicators, allowing the optimization of services


ITIL processes attended

Smart ITSM + Microsoft Dynamics 365 Customer Service meet all ITIL Operation processes:

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • Service Management
  • Service Level Management
  • Service Catalog Management
  • Service Portfolio Management
  • Service Asset & Configuration Management
  • Knowledge Management
  • Change Management
  • Release & Deployment Management

Smart ITSM Incident Management

Dynamics 365 Customer Service - Omnichannel


About Smart Consulting

Our mission is to improve your business performance by building efficient processes and systems that users love to use.


ITSM Pricing, Implementation and Consulting

Contact our Dynamics 365 experts and understand how our services can maximize your results.


Show Buttons
Hide Buttons