Why emergency services are turning to Provance for future-ready service management

04 Aug 2025

Why emergency services are turning to Provance for future-ready service management

Provance Technologies Stand: Microsoft Partner Pavilion, 4/D102

As emergency services navigate increasing operational pressures and rising expectations around service delivery, getting IT service management right is more important than ever. Provance is helping Microsoft-centric organisations meet that challenge with ServiceTeam - an AI-powered ITSM and ITAM solution designed specifically for secure, high-demand environments like policing.

Ahead of The Emergency Tech Show, we spoke to Tammy Briggs, Technical Account Executive about how Provance is helping emergency services improve resilience, reduce cost and stay focused on frontline priorities.

1. Can you introduce Provance and explain how you're helping Microsoft-centric organisations in the emergency services sector?

We understand the unique demands of public safety organisations. We’ve been a trusted provider of ITSM and ITAM software products for over 25 years, with more than 15 years as a Microsoft partner. Our deep expertise in Microsoft technologies and our commitment to public sector excellence have positioned us as a go-to ITSM and ITAM provider for Microsoft-centric emergency services organisations. Our experience with organisations such as the City of London and the City of London Police, prove out the value of leveraging the Microsoft ecosystem and our products to deliver secure, scalable and cost-effective ITSM and ITAM capabilities.

Emergency services face intense demands: they need dependable, flexible, and secure IT systems that can handle sensitive data, adapt to fluctuating workloads, and maintain peak performance across all teams - all while managing tight budgets. That’s where ServiceTeam comes in. Built on the Microsoft Power Platform, ServiceTeam is designed specifically for Microsoft-centric organisations. It integrates seamlessly with Dynamics 365, Microsoft 365, Azure, and Copilot, enabling robust data protection, streamlined operations and effortless scalability.

With AI-driven capabilities aligned with Microsoft's Responsible AI framework, and code-free configuration. By maximising existing Microsoft investments and skillsets, ServiceTeam delivers high-value ITSM and ITAM capabilities that help emergency services do more with less.

2. Your ServiceTeam ITSM solution is AI-infused and built natively on Power Apps - what benefits does that bring to blue light organisations?

Police can benefit greatly from deploying ServiceTeam. First, ServiceTeam’s AI-driven capabilities can significantly enhance IT operations, Microsoft’s own research found that Copilot (one of Microsoft’s AI tech products) accelerated case resolution by 11.5% and boosted self-help success rates by 36%, proving AI’s ability to optimise IT operations.

By using AI chatbots, businesses have cut customer service costs by up to 40% and sped up response times by 35%. ServiceTeam’s AI-driven approach keeps oversight by people central, yet minimal, delivering trustworthy and reliable AI-driven outcomes that police forces can rely on to deliver superior results.

Second, and in no way less important than my first point, ServiceTeam lives within Microsoft Azure, which is one of the most reliable and secure cloud platforms out there, used by governments and enterprises around the world. Azure has got:

Security infrastructure reinforced with 3,500 cyber security experts
$1bn investment by Microsoft in cyber security R&D
Global network of Azure data centres to deal with data residency requirements

That’s just to name a few of the benefits.

Through Azure, ServiceTeam ensures a secure and resilient IT environment supporting the needs of law enforcement. For example, essential for police forces handling sensitive information, ServiceTeam customer data is hosted within the customer’s own Azure tenant, not in an external service or third-party database, guaranteeing our customers full control and oversite. We don’t see or control our customers’ data.

Ultimately, ServiceTeam's AI-driven capabilities, combined with the power of Microsoft Azure, ensure robust security and data control while equipping police forces with a reliable, future-ready ITSM solution tailored for law enforcement needs.

3. You recently worked with the City of London Police - can you tell us how ServiceTeam ITSM supported their goals?

Like many government entities these days, The City of London and the City of London Police were facing budget challenges, being asked to do more with less, and they found the current solution they were using, ServiceNow, to be expensive and challenging to modify. Specifically, the City of London Police needed a solution whose security could be counted on as users often have security clearance and data needed to be kept from unauthorised access.

In 2022, they deployed ServiceTeam ITSM, because it:

Ensures top-tier security since it’s embedded in Azure. Unlike other solutions, the City of London and City of London Police data is hosted in their own Azure tenant, fully under their control. Provance never manages nor processes the data. Microsoft Entra safeguards access, ensuring only authorised individuals can view data.
Gave them the ability to easily configure, adapt and modify without having to engage outside experts or spend days coding, saving them money and reducing their workload.
Enabled ticket deflection by shifting repetitive inquiries and some issue resolution to users via ServiceTeam ITSM, freeing service desk agents for higher-priority tasks.
Provided better, more extensive reporting, helping City of London and the City of London Police optimise their services, cost-effectively.

4. What common service management challenges do emergency services face - and how can smarter tech like yours help solve them?

Emergency services face unique ITSM challenges because of their mission-critical nature, their high-pressure environments, and strict security requirements. ServiceTeam addresses these challenges through a combination of Microsoft-native integration, AI-driven automation and robust security.

We’ve found with our emergency services customers that they have some key challenges, including inefficient communication, fluctuating workloads, data security and compliance and talent acquisition struggles.

ServiceTeam leverages Microsoft Teams, Productivity Panes, Change Management, Self-Service Portal, Request Catalog and other capabilities to help support better and more effective communications.
ServiceTeam leverages AI to deflect tickets, provide better answers to questions, support intelligent workload management, sentiment analysis, streamlining and enhancing ticket processing, helping emergency IT service desks to operate at peak performance.
ServiceTeam leverages Microsoft Azure to provide robust security and compliance.
ServiceTeam reduces the reliance on in-house developers or external experts through its use of low-code/no-code configurability, which enables public sector teams to build and adapt solutions without deep technical expertise.

5. What are you looking forward to sharing at The Emergency Tech Show?

We are looking forward to sharing how AI-infused ServiceTeam, available in our upcoming 3.0 release, can help make emergency service personnel lives easier.

From improving service desk efficiency to leveraging Azure for secure data, ServiceTeam ITSM ensures that emergency personnel can work smarter, resolve issues faster, and maintain operational stability in high-pressure work environments. Attendees who come by to speak to us at the Microsoft pavilion will gain some insights into how ServiceTeam can provide practical, real-world benefits for emergency responders. It’s all about empowering IT teams with future-ready technology able to support critical missions.

6. You’ve built ServiceTeam to align with Microsoft’s platform ‘DNA’ - why is that so important for frontline organisations?

When you’re supporting frontline organisations, efficient communication, productivity, security and control aren’t just nice-to-haves - they’re non-negotiable. That’s why ServiceTeam is built on the Microsoft Power Platform and runs in the customer’s own Azure tenant. It means frontline organisations automatically benefit from Microsoft’s evolving technology and billions of dollars in investment right out-of-the-box.

Police and emergency services should focus their time on mission-critical operations not IT challenges. Choosing the ServiceTeam and Microsoft’s best-of-platform approach will translate to simplified IT operations, stronger protection for sensitive data, and the ability to scale AI solutions confidently, all the while letting them stay in full control of their environment. It’s about giving them the tools they need to provide exceptional IT service management, without compromising on security or compliance.