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.