Jeroen Paters
Customer Engagement Lead Prodware Corp
Zaltbommel, The Netherlands
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I have been a fan and evangelist of Microsoft CRM from the early days of version 1.2, when we were 1 of just 3 partners in the Netherlands launching Dynamics CRM. Since then my involvement with the platform has encompassed several roles (solution architect, pre-sales consultant and business consultant), you might say that Dynamics 365 Customer Engagement and I have grown up together in our careers! Every day I apply my deep understanding of the platform and my experience with prospects and customers in order to support organizations with their digital transformation journey, putting customer-centricity at the front and center. Currently I am focusing on the Customer Service and Field Service applications of the CE platform on an international level, reflecting client needs with developing relevant and innovative IP – such as IT Service Management, whilst maintaining my passion of helping customers in their projects.
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The benefits of a IT Service Management solution in Dynamics 365 Customer Service
In this session our speaker will show how implementing a solid ITIL framework within Microsoft Dynamics 365 Customer Service brings to life the end goal of the best practice theory of the IT Service Management maturity model. Within a tailored IT Service Management app demonstration, the presenter will illustrate key stages of the model to match features such as Self Service (using the PowerApps Portal), Service Catalogue, Incidents, Requests, Problem and Change Management. This is a great way for users to understand where they are now, where they need to be and how Microsoft Dynamics 365 CE and PowerPlatform technology supports their journey.
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