MAYKOR-GMCS told about Service Desk based on Microsoft Dynamics 365

MAYKOR-GMCS with the support of Microsoft conducted a seminar on a topic "Service Desk from a package". The events took place on May 31 at the Microsoft Technology Center in Moscow.

The Microsoft expert opened the business program and talked about new approaches to customer service and the capabilities of Microsoft Dynamics 365 platform. In particular, it was Customer Service and Field Service modules for building preventive maintenance and a Social Engagement module for monitoring social networks.

Alexander Alimov, Project Manager of Business Solutions Department, MAYKOR-GMCS, spoke about a package Service Desk solution based on Microsoft Dynamics 365. This solution helps the IT service department ensure effective service in a short time and in accordance with the global standards ITSM and ITIL. In addition to the basic functionality, MAYKOR-GMCS specialists showed innovative service scenarios. It was a partial robotization of application processing through the integration of Service Desk with a chat-bot. Also, the participants learned how to use Microsoft Social Engagement to track negative or demanding messages in social networks and send them to the Service Desk.

A customer of MAYKOR-GMCS shared his practical experience of using Service Desk solution. While discussing further development of Service Desk, the participants noted robotization (RPA) and IoT among the most promising technologies.