Dynamics 365 and Power Platform,
properly managed

Harrby provides ongoing support, governance, release management, and operational ownership across Dynamics 365 and Power Platform so your business-critical platform stays under control.

A structured managed service that defines how your platform should be operated, how change should move through environments, and how the platform should evolve sustainably.

OffCanvas module for Dynamics-365 (business application services).

Dynamics-365 Highlights

Slider placeholder content for business application services.

Dynamics 365 became the backbone of your business.

Does it feel like it?

For most organisations, Dynamics 365 didn't arrive as a clean, well-governed platform. It arrived as a solution to a specific problem — and then it grew.

A sales team needed CRM. Customer service needed case management. Finance needed better process control. Power Automate flows were added to patch gaps. Power Apps were built to extend what was there. Each change made sense at the time.

What tends to be left behind is a platform that has become genuinely business-critical but is increasingly difficult to support, change, or trust. Security roles nobody fully understands. Automations that run in production but haven't been reviewed in years. Data quality issues that erode confidence in the numbers.

Release processes that feel risky because there isn't a proper testing environment — or if there is, it's out of sync with production. The people who built early versions may have moved on. Documentation is patchy or missing. And when something breaks, it takes longer to diagnose than it should.

Dynamics 365 is only as strong as the operating model behind it.

A managed service that keeps

Dynamics 365 and Power Platform under control

Ongoing support, governance, release management, platform improvement, and operational ownership across Dynamics 365 Sales, Customer Service, Field Service, Finance, Business Central, and the Power Platform components that form part of your operating model.

A structured managed service that defines how your platform should be operated, how change should move through environments, how access should be controlled, and how the platform should evolve sustainably.

The right model depends on your internal capability, the complexity of your platform, and how much operational ownership you want to retain.

Engagement models

Harrby owns day-to-day platform operations

Shared ownership alongside your internal IT or digital team

Governance and support alongside your existing implementation partner

Five phases.

One continuous operating model.

The first three phases are completed once. Operate and Optimise never stop.

Most Dynamics 365 problems come from changes accumulating without structure. The Deliver phase addresses the debt. The Operate and Optimise phases prevent it from returning.

1 Discover

Harrby reviews applications in use, environment structure, Dataverse configuration, security role design, automation inventory, integration dependencies, support pain points, and documentation gaps. All risks and priorities are documented.

Once

2 Architect

Harrby defines the target operating model covering environment strategy, release process, security model, data governance, enhancement handling, and support boundaries. Ownership responsibilities are agreed.

Once

3 Deliver

Harrby addresses high-priority issues, improves configuration, establishes environment and release structure, lays governance foundations, and documents the platform to a manageable baseline.

Once

4 Operate

Ongoing management of support requests, incidents, minor enhancements, release coordination, security reviews, and governance. Responsibilities are clear and changes are traceable.

Continuous

5 Optimise

Continuous improvement through regular platform reviews, Microsoft release wave assessments, roadmap planning, process improvement support, and targeted capability uplift.

Continuous

Seven signs

it's time to bring Dynamics 365 under a managed service

If any of these sound familiar, the platform is probably already costing more to leave as-is than to change.

1 After rapid customisation or organic growth

Your platform has evolved through multiple rounds of changes and now contains too many security roles, views, automations, and configuration patterns for anyone to manage confidently. Every change feels risky.

2 When releases feel like they could go wrong

Changes are being made directly in production, or your development and test environments are out of sync. You don't have confidence in what's in each environment, or how to deploy safely.

3 When data quality is undermining decisions

Leaders can no longer rely on pipeline reports, service dashboards, or operational views because the underlying data is inconsistent — driven by field design, ownership models, or automation gaps.

4 Before a major uplift, integration, or audit

You need cleaner governance, documented access controls, and platform ownership clarity before a new module, system integration, compliance review, or business transformation project begins.

5 When internal teams need specialist backup

Your internal team understands the business but doesn't have deep Dynamics 365 or Power Platform specialisation. You need expert support without outsourcing everything.

6 When the original implementation partner has moved on

The team that built the platform is no longer involved. Documentation is thin, institutional knowledge is limited, and support is harder than it should be.

7 When you want improvement, not just maintenance

You need a partner who handles day-to-day operations and helps the platform evolve in a controlled way.

Dynamics 365 and Power Platform

by the numbers

One service model. Every workload managed, governed, and continuously improved.

6 Core capability areas

Environment strategy, security model, data model, business logic, integrations, and continuous improvement managed as one service.

3 Delivery models

Fully managed, co-managed, or partner-aligned, matched to your internal capability and existing relationships.

1 Structured release path

Development, testing, and production environments aligned through safer deployment and release controls.

∞ Continuous

Controlled enhancements, roadmap guidance, and structured release wave management.

Outcomes for your organisation

Structural improvements that come from bringing Dynamics 365 and Power Platform under a managed, governed operating model.

Better visibility of customers, cases, and pipeline

Sales, service, and leadership teams work from a more consistent view of accounts, contacts, opportunities, cases, activities, and operational performance — because the platform underpinning those views is properly configured and maintained.

Consistent processes across teams

Leads, opportunities, cases, work orders, and related records move through clearer and more controlled process stages. Users follow the same path rather than finding workarounds.

Cleaner data and reporting you can rely on

Validation rules, ownership controls, field rationalisation, and governance reduce duplicate records and poor data quality. Reports reflect what is actually happening in the business.

Less manual work for frontline staff

Business rules, automation flows, notifications, and targeted Power Automate processes reduce repetitive administrative work so staff spend time on actual work rather than data entry.

Change that doesn't create incidents

Environment discipline, release structure, and documented deployment processes mean updates and improvements are less likely to break things in production — and faster to diagnose when something does go wrong.

A platform that can grow with the business

Environment strategy, release governance, documentation, and improvement discipline make it possible to add new capabilities, modules, and integrations without destabilising what already works.

What Harrby manages in Dynamics 365 and Power Platform

Nine service areas covering every layer of your Dynamics 365 environment, managed as a connected whole.

Environment and Release Strategy

Development, test, and production environment design, solution layering, managed solution practices, deployment coordination, and release controls. This is the foundation that makes everything else safer to change.

Core Dynamics 365 Applications

Operational support and improvement across Dynamics 365 Sales, Customer Service, Field Service, Finance, and Business Central — and the Power Platform components connected to them, including Power Automate flows, Power Apps, and Dataverse configuration.

Security Roles and Access Model

Security role design, business unit structures, team-based access, privilege rationalisation, and sensitive record access controls. Security roles in Dynamics 365 grow complex quickly. Harrby keeps them maintainable and auditable.

Data Model, Forms, and Views

Table design, relationships, field rationalisation, forms, views, lookup behaviour, and ownership models aligned to how users actually work. A well-designed data model reduces support noise and improves reporting quality at the source.

Business Rules and Power Automate

Business rules, workflow rationalisation, Power Automate flow governance, notifications, reminders, and stage-based process guidance. Harrby keeps automation documented, version-controlled, and understood.

Power Apps Governance

Canvas and model-driven app review, lifecycle management, sharing controls, and connection governance. Power Platform sprawl is a growing challenge in Microsoft environments. Harrby treats it as part of the platform operating model.

Integration Touchpoints and Dependencies

Visibility of external systems, data flows, operational dependencies, and change impact assessment for connected applications. Before anything changes in Dynamics 365, integration risk is understood.

Monitoring, Support, and Minor Enhancements

Issue triage, recurring incident review, minor improvements, supportability uplift, and roadmap-aware service improvement. Support that also improves the platform over time, rather than just keeping it running.

Documentation and Platform Governance

Configuration notes, environment diagrams, security design documentation, and controlled change processes. Good documentation is what makes a platform supportable when circumstances change.

What's inside the boundary. What isn't.

Clear scope means Harrby manages Dynamics 365 predictably within agreed responsibilities.

In scope

What Harrby manages

  1. Dynamics 365 environment and release strategy management
  2. Security role design, access model support, and privilege rationalisation
  3. Dataverse tables, forms, views, relationships, and configuration improvement
  4. Business rules, workflows, and Power Automate flow governance
  5. Power Apps lifecycle support and platform governance
  6. Issue triage, recurring incident review, and minor enhancement handling
  7. Integration touchpoint awareness and change impact assessment
  8. Documentation, governance standards, and operating model support
  9. Microsoft release wave review and roadmap input

Out of scope

Handled separately

  1. Large-scale reimplementation or new module build
  2. Custom development outside the agreed managed service model
  3. Third-party application support not included in the engagement
  4. Legal, financial, or process advisory outside technical platform support
  5. Major data migration exercises
  6. 24x7 application support
  7. Unmanaged shadow systems outside the agreed Dynamics operating model
  8. Project-only work not transitioned into a supportable service model

Who this service fits best

Organisations where Dynamics 365 has become business-critical but the operating model hasn't kept pace with the platform.

Professional and Business Services

Consulting firms, law practices, advisory businesses, and managed service providers running Dynamics 365 Sales and Customer Service — where pipeline visibility, client management, and case governance are commercial priorities.

Distribution and Field Operations

Logistics, field service, and distribution businesses where Dynamics 365 Field Service or Sales supports scheduling, account management, and operational reporting — and where data quality directly affects commercial decisions.

Government and Public Sector

Commonwealth and State agencies, local government, and government-adjacent organisations using Dynamics 365 for case management, service delivery, or operational tracking. Governance, audit readiness, and security role clarity are required by default.

Finance and Operations Teams

Organisations using Dynamics 365 Finance or Business Central where data integrity, process consistency, and release governance matter — and where errors in production can have immediate business impact.

Organisations With Inherited Platforms

Businesses that have taken on a Dynamics 365 environment through acquisition, partner transition, or internal change — where documentation is thin, institutional knowledge is limited, and support is harder than it should be.

Growing Mid-Market Organisations

Businesses scaling their Dynamics 365 and Power Platform footprint who want structured governance and specialist support as they grow.

The Harrby difference

What separates a managed service from a set of reactive fixes and occasional project work.

Business and technical thinking together

Dynamics 365 is a business applications platform: it reflects processes, not data alone. Harrby shapes configuration around how sales, service, finance, and operations teams work, rather than defaulting to out-of-box design.

Governance proportional to risk

Governance is proportional to the risk and complexity of what is being changed. Enough structure to make change safe and traceable, without turning every improvement into a project.

Clear documentation and handover

Customers receive environment diagrams, configuration notes, security design records, and operating guidance — so internal stakeholders know how the platform works and why it is built the way it is.

Experience across greenfield and brownfield environments

Whether the platform is new, inherited, or heavily customised, Harrby knows how to stabilise and improve without introducing unnecessary disruption. Most engagements start with a brownfield review.

Power Platform as part of the model

Power Automate, Power Apps, and Dataverse governance are part of the platform operating model. Power Platform sprawl is one of the most underestimated risks in Microsoft environments.

Advisory and managed services in one engagement

Roadmap guidance, Microsoft release wave assessment, design input, and day-to-day platform support — from one partner, under one service model.

Example engagements

Representative outcomes from Harrby's Managed Dynamics 365 and Power Platform service.

Stabilising an Inherited Dynamics Environment

Challenge

A mid-market services organisation took on a Dynamics 365 Customer Service environment that had been heavily customised over several years by a previous implementation partner. Documentation was minimal, security roles were entangled, several automations ran in production without anyone fully understanding what they did, and the development environment was significantly out of sync with production.

Approach

Harrby conducted a full platform review, inventoried all automations and customisations, rationalised security roles, re-established environment discipline, introduced a managed deployment process, and documented the platform to a supportable baseline.

Outcome

The organisation could make changes with confidence, understand what was running in their environment, and onboard new staff without relying on institutional knowledge from people who had left.

Sales and Service Process Improvement

Challenge

A distribution business was using Dynamics 365 Sales and Customer Service inconsistently across regional teams. Duplicate account and contact records were common. Opportunity stages were being skipped. Case management had no meaningful SLA visibility. Leadership had lost confidence in pipeline and service reporting.

Approach

Harrby rationalised the data model, introduced duplicate detection and validation, redesigned opportunity and case forms to match actual working patterns, improved ownership models, and built Power BI-connected views that reflected real operational data.

Outcome

Improved user adoption, cleaner data within three months, and pipeline and service reports that leadership could use for commercial decisions.

Co-Managed Platform for an Internal Team

Challenge

A government-adjacent organisation had a capable internal IT team but no deep Dynamics 365 specialist capability. They needed support for release governance, security role management, Microsoft release wave assessment, and enhancement delivery — without outsourcing full platform ownership.

Approach

Harrby operated under a co-managed model with clear boundaries: Harrby owned release coordination, security design, governance, and complex changes; the internal team retained routine administration and user management.

Outcome

Stronger platform control, a sustainable improvement cadence, and an internal team that understood the platform well enough to make informed decisions — rather than being dependent on a single point of knowledge.

What customers value

Feedback from organisations that have moved their Dynamics 365 environment to a governed, managed operating model.

"Harrby helped us move from a heavily customised system that only two people understood to a platform we could actually support, document, and improve. That shift alone changed how we operated."

Business Applications Leadership

"They balanced process understanding with technical depth — which made a real difference. The fixes weren't just technical. They made the system more usable for the people who had to work in it every day."

Operations and Service Environment

"We needed governance, practical support, and a roadmap partner in one place. Harrby delivered all three without turning every change into a project with a six-week timeline."

Customer Platform Stakeholder

Pricing approach

Managed Dynamics 365 and Power Platform pricing is shaped by platform complexity, the number of modules in scope, customisation depth, support demand, and the operating model required.

Essentials

Smaller Dynamics environments needing core support, safer change handling, and practical governance uplift.

Business

Organisations running multiple modules or structured processes requiring regular improvement, release governance, and platform oversight.

Enterprise

Complex or regulated environments needing co-managed operations, stronger governance, broader Power Platform coverage, and closer roadmap alignment.

Final pricing reflects application scope, environment count, security and customisation complexity, Power Platform footprint, enhancement demand, onboarding effort, and whether the service is fully managed or co-managed.

Frequently asked questions

Common questions about Harrby's Managed Dynamics 365 and Power Platform service.

Yes — this is the most common starting point. Harrby regularly begins by reviewing and stabilising an existing implementation before moving into longer-term support and platform improvement. We are experienced with brownfield environments of all complexity levels.

Yes. Power Automate, Power Apps, and Dataverse governance are included as part of the platform operating model. Power Platform sprawl is one of the more underestimated risks in Microsoft environments and we treat it accordingly.

We focus on Dynamics 365 Sales, Customer Service, Field Service, Finance, and Business Central, along with the Power Platform components connected to them. More specialised modules are assessed during the discovery review.

Yes. Some customers use Harrby as their primary managed services partner while working with a separate implementation partner for project work. We define clear boundaries to avoid overlap and gaps.

Microsoft releases two major Dynamics 365 update waves per year. Harrby reviews each wave, assesses the impact on your environment, and helps you manage the rollout in a controlled way rather than having changes land without preparation.

We support environments with significant customisation depth. During onboarding we assess the current complexity, identify higher-risk areas, and recommend where simplification would improve long-term supportability — without forcing unnecessary rework.

Yes. Harrby can deliver scoped projects such as new module implementation, process redesign, Power Platform uplift, or integration development — and then transition those outcomes into the managed service once stable.

Onboarding begins with a platform review covering applications in use, environment structure, security model, customisation inventory, automation review, integrations, and support patterns. From there we define priorities, address high-risk issues, establish governance, document the environment, and transition into steady-state managed operations. Most organisations are in managed operations within four to eight weeks.

Start with a Dynamics 365 Platform Review

A structured review of your current Dynamics 365 and Power Platform environment covering applications in use, environment and release model, security design, customisation complexity, automation inventory, integrations, and support pain points.

The review surfaces risks, identifies where the platform is working against the business, and defines the right managed service scope and operating model for your organisation.

What the review covers

  • Applications and modules currently in use
  • Environment and release model health
  • Security role design and access control risks
  • Dataverse configuration and data model quality
  • Power Automate and Power Apps inventory and governance
  • Integration dependencies and change impact risks
  • Documentation gaps and support pain points
  • Recommended priorities and engagement approach

Ready to bring control to Dynamics 365?

Harrby works across fully managed, co-managed, and inherited environment models. The right structure depends on your internal capability and what you need the platform to do.

Talk to Harrby about Dynamics 365 Explore Managed Microsoft 365

Speak with the Harrby team

Find the right contact below.

Sales and Consulting

sales@harrby.com

Service scope, pricing, platform strategy, and roadmap discussions.

Support and Managed Services

support@harrby.com

Support transition, operating model design, and ongoing platform management.

General Enquiries

hello@harrby.com

Starting the conversation. We'll direct you from there.