05 February 2012

IT Service Manager for Microsoft Dynamics CRM

Gap Consulting's IT Service Manager for Microsoft Dynamics™ CRM is the ideal service management solution for all sizes of business.  IT Service Manager is based on the Information Technology Infrastructure Library (ITIL) framework and utilises the recognised concepts of Incident, Problem, Change and Configuration management.

Built for today's service desk environment, where CRM functionality is also a must, IT Service Manager can bring all your key business processes under control.



The self-service portal provides the capability for the end user to raise new cases and view their status, and newly enhanced Microsoft Dynamics CRM dashboards give the ultimate insight to your service desk's performance. Our portals can also be extended to provide additional features to service users, further streamlining your operations and offering additional 'value-add' possibilities.
  • Integrated Incident, Change, Problem and Configuration Management
  • Automated calculation of Incident and Change priority based on urgency and impact as reported by customer through portal
  • Automated Service Level Management and escalation;  ‘stop the clock’ capability when ‘waiting on customer’ or similar condition. Calculate business days based on your organisation
  • Activity Plans to manage recurring processes consistently
  • Service Monitoring area to create regular monitoring checks
  • Developed using a single code base for all deployment scenarios including CRM Online, On-Premise, and Partner Hosted.

  • Take control of your website maintenance with built-in content management
  • Make more informed decisions using powerful visual reporting tools
  • Bring your organisation together by easily extending Microsoft Dynamics CRM into other key business areas and avoid the deployment of multiple applications
  • Available for all deployment scenarios including CRM Online, On-Premise, and Partner Hosted.
1. How much does IT Service Manager cost?

Gap Consulting IT Service Manager for Microsoft Dynamics CRM 2011 costs £4,995 exclusive of VAT (if in UK).  This includes 1 day remote installation effort, 0.5 days remote training, 0.5 days basic portal branding and software maintenance for year one.  You have the option to renew software maintenance in year 2 at 20% of the current software cost.


2. How many environments does an IT Service Manager licence cover?

You will require 1 licence per Microsoft Dynamics CRM 2011 Organisation, regardless of how many environments you have for that CRM 2011 Organisation.
For example, if you move your Development Organisation through a System Test, UAT, and Live environment, then you still only need 1 licence. If you have two different Organisations, running different solutions then you would require 2 licences.


3. What Microsoft Dynamics CRM licences do I require?

You will need to licence your CRM server/s and your internal CRM users.  If your self-service portal services your end customers, you will need a CRM external connector licence.  If your self-service portal services your employees, and is therefore internally facing, you will need CRM ESS (Employee Self-Service) licences for those employee users.

Within the solution we will provide you with an Adxstudio Portals licence which will deliver the online registration site.  We are happy to provide licensing advice for your full Microsoft Dynamics CRM solution so please Contact Us if you want to discuss your options.


4. Can I implement IT Service Manager myself?

Gap Consulting implement all Manager Suite solutions to ensure the integrity of the install for support purposes.
For more information about IT Service Manager for Microsoft Dynamics CRM, please call us on 0800 019 2406 or use our Contact Us form.

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