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Project Service Automation (D365) - Key things you need to know about it

Introduction

Coming from the background of project management specially using related tools like MS Project and MS Project Server and with the experience of deployment and support Project Server for both private and government setups, I am excited to get the info to the readers of this fastest growing site on a similar topic where this module called "Project Service Automation (PSA)" provides similar features however on my favourite platform of MS Dynamics 365.

PSA supports professionals who manage projects and customer engagement process end-to-end. Capabilities required for setting up a project organization, engaging with customers, project scheduling/costing, managing and approving time expense, and closing projects. Plus Microsoft Social Engagement, Voice-of-the-Customer, Mobile Offline Sync, Gamification, Microsoft PowerApps capabilities. https://www.microsoft.com/en-gb/dynamics365/project-service-automation

Features
  1. Projects
  2. Project expenses and project estimates
  3. Resource Availability View and Resource Schedule Management
  4. Project price lists
  5. Project contracts
  6. Project invoices
  7. Approve project transactions
  8. Manage services, resources, work hours and competencies
Benefits
  1. Greater accuracy of estimates
  2. Improved collaboration through planning tools
  3. Repeatable service models for on-time, on-budget projects
  4. Raised retention rates by employee matching to jobs vs. skills
  5. Self-service training tools and portals means improved expertise

 

Using the service

Resource Description
Web browser interface Yes
Supported browsers Internet Explorer 10+
Microsoft Edge
Firefox
Chrome
Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Dynamics 365 allows access and functionality to be provided via mobile devices with via a web browser or mobile application. The solution supports a model that only requires configuration to be carried once regardless of how the solution is accessed.
Permissions in Office 365 How do permissions affect what users can do or see in Office 365? How are Exchange Online roles and permissions related to SharePoint Online Essentials roles and permissions, where do you assign these roles, and what can users do when they have these roles and permissions? This topic answers these questions and more.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing     
Dynamics is an application and meets the published standards as an application. Microsoft accessibility statement on can be found on the Microsoft Accessibility website (http://microsoft.com/enable). Microsoft publishes Voluntary Product Accessibility Templates (VPAT)
API Yes
What users can and can't do using the API

"The Web API provides a development experience that can be used across a wide variety of programming languages, platforms, and devices. The Web API implements the OData (Open Data Protocol), version 4.0, an OASIS standard for building and consuming RESTful APIs over rich data sources. (Further details can be found here -https://msdn.microsoft.com/en-gb/library/mt593051.aspx).

The web API is part of the Dynamics 365 Software Development Kit (SDK). The SDK contains a wealth of resources, including code samples, which are designed allow powerful vertical applications to be built using the Microsoft Dynamics 365 platform. It is a guide for developers writing solutions, server-side code, client applications and extensions, custom business logic, plug-ins, integration modules and custom workflow modules."

API documentation

Yes

API documentation formats

HTML
Other

API sandbox or test environment No
Customisation available Yes
Description of customisation Microsoft Dynamics 365 is a highly customisable and flexible business application. The bulk of the customisations can be carried out without requiring custom development. This includes amending and creating new entities, forms, view and workflow processes. For cases that do require custom development, Microsoft provides a software developer kit (SDK).

 

Service scope

Resource Description
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to Dynamics 365 Enterprise Plan 1, Dynamics 365 Enterprise Plan 2
Cloud deployment model Public cloud
Service constraints Full details of the Microsoft Dynamics 365 service can be found here - https://www.microsoft.com/en-gb/download/details.aspx?id=30185 and for Dynamics 365 Operations here https://docs.microsoft.com/en-us/dynamics365/#pivot=solutions&panel=solutions_operations
System requirements
  1. Processor - 1.9GHz x86- or x64-bit dual core processor
  2. Memory - 2-GB RAM
  3. Display - Super VGA with a resolution of 1024x768
  4. Bandwidth greater than 1Megabit per second (125 KBps/Kilobyte per second)
  5. Latency under 150 ms
  6. Windows 10 - Internet Explorer 11, Microsoft Edge
  7. Windows 8.1 - Internet Explorer 11
  8. Windows 8 - IE10, Windows7 -IE10, IE12
  9. Support for Mozilla Firefox, Google Chrome and Apple Safari
  10. Further information can be found here - https://technet.microsoft.com/en-us/library/hh699710.aspx

 

Onboarding and offboarding

Resource Description
Getting started Provides user documentation, onsite training and access to support lines.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction At any point user can export data from Microsoft Dynamics 365. This use the Software Development Kit (SDK), manually export data using the data export functionally
End-of-contract process     No more than 180 days after expiration or termination of Customer’s use of an Online Service, Microsoft will disable the account and delete Customer Data from the account. 
Transfer of Customer Data. Unless Customer has opted out of the Standard Contractual Clauses, all transfers of Customer Data out of the European Union, European Economic Area, and Switzerland shall be governed by the Standard Contractual Clauses. Microsoft will abide by the requirements of European Economic Area and Swiss data protection law regarding the collection, use, transfer, retention, and other processing of personal data from the European Economic Area and Switzerland. For more see http://trustoffice365.com/

 

Scaling

Resource Description
Independence of resources The service operates multiple scale groups in each data centre and automatically provisions new customers into a scale group. The architecture of scale groups is designed to meet the many needs of operating a service at scale, including security, scalability, performance, tenant isolation, serviceability, and monitoring. Each customer has their own individual database, separate from other customers’ databases. Data processing is logically segregated through capabilities specifically developed to help build, manage, and secure multitenant environments.

 

User support

Resource Description
Email or online ticketing support Email or online ticketing
Support response times

Microsoft provides support: 
P1: Critical - Response Time: 2hr 
P2: Major - Response Time: 4hr
P3: Important - Response Time: 8hr
P4: Minor - Response Time: Varies on request

User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 9 to 5, 7 days a week
Web chat support accessibility standard

None or don’t know

How the web chat support is accessible N/a
Web chat accessibility testing For users with disabilities we have the Disability Answer Desk (DAD), and for enterprise customers with accessibility questions or accessibility related compliance questions we have theenterprise Disability Answer Desk (eDAD). See https://www.microsoft.com/en-us/accessibility/
Onsite support Yes, at extra cost
Support levels Technical support options come in various costs and benefits, depending on the needs of the customer. Further details regarding the support plans can be found here - http://www.microsoft.com/en-us/dynamics365/support. Also Premier Support is available at further cost. https://www.microsoft.com/en-us/microsoftservices/support.aspx
Support available to third parties No

Analytics

Resource Description
Service usage metrics Yes
Metrics types Organization Insights provides quick view of key Dynamics 365 metrics such as the number of active users and page requests.
Reporting types Real-time dashboards

 

Using the service

Resource Description
Knowledge of data storage and processing locations Yes
Data storage and processing locations European Economic Area (EEA)
EU-US Privacy Shield agreement locations
User control over data storage and processing locations No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Physical access control, complying with SSAE-16 / ISAE 3402
Encryption of all physical media
Other
Other data at rest protection approach For data at rest, the service deploys BitLocker with AES 256-bit encryption on servers that hold all messaging data, including email and IM conversations, as well as content stored in SharePoint Online and OneDrive for Business. BitLocker volume encryption addresses the threats of data theft or exposure from lost, stolen, or inappropriately decommissioned computers and disks. Your organization’s files are distributed across multiple Azure Storage containers, each with separate credentials, rather than storing them in a single database.
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

 

Resellers

Resource Description
Supplier type Reseller providing extra support                                                                                                   
Organisation whose services are being resold Microsoft

Data importing and exporting

Resource Description
Data export approach CSV, Other                                                                                                                                                                     
Data export formats CSV
Other
Other data export formats Data in various open formats be exported from Dynamics365
Use the web service APIs documented in Dynamics 365 SDK.
Files in XML Spreadsheet, TXT, CSV, XLSX
Data import formats CSV
Other
Other data import formats Data in various open formats be imported into Dynamics365
Use the web service APIs documented in Dynamics 365 SDK
Files in XML Spreadsheet, TXT, CSV, XLSX

 

Availability and resilience

Resource Description
Guaranteed availability Availability guaranteed at 99.9% through contractual agreement with Microsoft
Approach to resilience Data-setup resilience information available from Microsoft on request. Please see http://aka.ms/Office365DR
Outage reporting The service reports outages via the service status portal https://portal.office.com/servicestatus/servicestatus.aspx, Alert or Mobile Application

 

Audit information for users

Resource Description
Access to user activity audit information Users have access to real-time audit information                                                                            
How long user audit data is stored for Between 6 months and 12 months
Access to supplier activity audit information Users receive audit information on a regular basis
How long supplier audit data is stored for Between 6 months and 12 months
How long system logs are stored for Between 6 months and 12 months

 

Security governance

Resource Description
Named board-level person responsible for service security  Yes
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Other
Other security governance standards FISMA/FedRamp, EU Model Clauses, HIPAA/HITECH, ISB 1596, ISO 27018, SASE16 SOC1 & SOC 2
Information security policies and processes

An ISMP has been established to enable the service to maintain and improve its management system for information security. Through establishment of the ISMP, the service plans for and manages protection of its assets to acceptable security levels based on defined risk management processes. In addition, the service monitors the ISMS and the effectiveness of controls in maintaining the confidentiality, integrity and availability of assets to continuously improve information security. 

The ISMS framework encompasses industry best-practices for information security and privacy. The ISMS has been documented and communicated in a customer-facing Information Security Policy, which can be made available upon request (customers and prospective customers must have a signed NDA or equivalent in place to receive a copy). 

The service performs annual ISMS reviews, the results of which are reviewed by management. This involves monitoring ongoing effectiveness and improvement of the ISMS control environment by reviewing security issues, audit results, and monitoring status, and by planning and tracking necessary corrective actions. 

The Microsoft Cloud Security Policy is available via the Service Trust Platform aka.ms/stp

Operational security

Resource Description
Configuration and change management standard Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach The service has developed formal standard operating procedures (SOPs) governing the change management process. These SOPs cover both software development and hardware change and release management, and are consistent with established regulatory guidelines including ISO 27001, SOC 1/SOC 2, NIST 800-53, and others. 
Microsoft also uses Operational Security Assurance (OSA), a framework that incorporates the knowledge gained through a variety of capabilities that are unique to Microsoft. OSA combines this knowledge with the experience of running hundreds of thousands of servers in data centers around the world.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach In support of the Information Security Policy, the service runs multiple layers of antivirus software to ensure protection from common malicious software. Servers within the the service environment run anti-virus software that scans files uploaded and downloaded from the service for viruses or other malware. Additionally, all mails coming into the service run through the Exchange Online Protection engine, which uses multiple antivirus and antispam engines to capture known and new threats against the system. Microsoft has its own Security Response Center (MSRC) that also supplies information to all our customers covering the whole range Microsoft products.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach

The service employs sophisticated software-defined service instrumentation and monitoring that integrates at the component or server level, the data center edge, our network backbone, Internet exchange sites, and at the real or simulated user level, providing visibility when a service disruption is occurring and pinpointing its cause. 
Proactive monitoring continuously measures the performance of key subsystems of the the service services platform against the established boundaries for acceptable service performance and availability. When a threshold is reached or an irregular event occurs, the monitoring system generates warnings so that operations staff can address the threshold or event.


Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach Microsoft provides independent validation of assertion with regards to incident management processes. Please see http://aka.ms/Office365SIM

 

Secure development

Resource Description
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

 

Public sector networks

Resource                                                    Description                                                                     
Connection to public sector networks     No

 

Standards and certifications

Resource                                                     Description                                                                       
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 11-09-2016
What the ISO/IEC 27001 doesn’t cover None
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 29-04-16
CSA STAR certification level Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover None
PCI certification No
Other security accreditations Yes
Any other security accreditations EU Model Clauses
EU-U.S. Privacy Shield
ISO 27001
SOC 1
SOC 2
FIPS 140-2
HIPAA/HITECH
CCSL (IRAP)

 

 

Identity and authentication

Resource Description
User authentication needed Yes
User authentication 2-factor authentication
Identity federation with existing provider (for example Google Apps)
Username or password
Other
Other user authentication

Modern authentication brings Active Directory Authentication Library (ADAL)-based sign-in to Office client apps across platforms, enabling sign-in features such as Multi-Factor Authentication (MFA), SAML-based third-party identity providers with Office client applications, and smart card and certificate-based authentication. 

Cloud identity authentication - Users with cloud identities are authenticated using traditional challenge/response. 

Federated identity authentication - Users with federated identities are authenticated using Active Directory Federation Services 2.0 or other Security Token Services. 

MFA for the service - users are required to acknowledge a phone call, text, or an app notification on their smartphone after correctly entering their password. 

https://technet.microsoft.com/en-us/library/office-365-user-account-management.aspx

Access restrictions in management interfaces and support channels

The service comes with a set of administrator roles that you can assign to users in your organization. Each admin role maps to common business functions, and gives those people permissions to do specific tasks the the service admin center.

https://support.office.com/en-gb/article/About-Office-365-admin-roles-da585eea-f576-4f55-a1e0-87090b6aaa9d?ui=en-US&rs=en-GB&ad=GB

https://support.office.com/en-gb/article/Assign-admin-roles-in-Office-365-eac4d046-1afd-4f1a-85fc-8219c79e1504?ui=en-US&rs=en-GB&ad=GB

Differences between the mobile and desktop service Dynamics 365 allows access and functionality to be provided via mobile devices with via a web browser or mobile application. The solution supports a model that only requires configuration to be carried once regardless of how the solution is accessed.
Access restriction testing frequency At least once a year
Management access authentication 2-factor authentication
Identity federation with existing provider (for example Google Apps)
Username or password

 

Data-in-transit protection

Resource Description
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Legacy SSL and TLS (under version 1.2)
Other
Other protection between networks For data in transit, all customer-facing servers negotiate a secure session by using TLS/SSL with client machines to secure the customer data. This applies to protocols on any device used by clients, such as Skype for Business Online, Outlook, and Outlook on the web. See also http://aka.ms/Office365CE
Data protection within supplier network     TLS (version 1.2 or above)
IPsec or TLS VPN gateway
Other
Other protection within supplier network Please see http://aka.ms/Office365TI and http://aka.ms/Office365CE


Asset protection

Resource Description
Asset protection
Knowledge of data storage and processing locations
Yes
Data storage and processing locations European Economic Area (EEA)
EU-US Privacy Shield agreement locations
User control over data storage and processing locations No
Datacentre security standards Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Physical access control, complying with SSAE-16 / ISAE 3402
Encryption of all physical media
Other
Other data at rest protection approach For data at rest, the service deploys BitLocker with AES 256-bit encryption on servers that hold all messaging data, including email and IM conversations, as well as content stored in SharePoint Online and OneDrive for Business. BitLocker volume encryption addresses the threats of data theft or exposure from lost, stolen, or inappropriately decommissioned computers and disks. Your organization’s files are distributed across multiple Azure Storage containers, each with separate credentials, rather than storing them in a single database.
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001
 

Please do leave feedback/comments below including any experience on the same topic that you would like to share. Thanks.

Dynamics365Authority.com is an ultimate source of all the key references on MS Dynamics 365 + Office 365 + MS Azure etc.- please use the CONTACT US form to connect with Urish Arora.

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