What are ITSM, ITIL, and Ivanti?

Creating a successful and efficient IT service management (ITSM) model is key to any modern business.

ITSM began with the Information Technology Infrastructure Library (ITIL), which provides best practice guidance and an extensive set of processes and policies for improving IT service delivery and customer satisfaction.

However, there have been many advances in ITSM since the emergence of ITIL. Ivanti is one of the leading ITSM solutions that has been popular not just in recent years, but for almost 3 decades. Bendata brought us HEAT (Helpdesk Expert Automation Tool) with it’s Call Logging application for DOS and then HEAT for Windows. Later on the company went through name changes from Bendata to HEAT Software, and finally Frontrange Solutions (FRS), plus there was a spin-off company, Cherwell, before finally both were acquired by Ivanti, bringing us Ivanti Neurons for ITSM (formerly Ivanti Service Manager).

Ivanti integrates multiple best-in-class tools into a single unified platform and allows organizations to customize the tools to meet their specific business needs. With Ivanti, organizations can reduce their total cost of ownership, simplify IT service management processes, and reduce manual effort. This platform also helps organizations better manage their IT assets and more efficiently manage their IT service delivery processes. Ivanti also provides a secure, compliant environment for storing sensitive data and provides built-in reporting tools to easily track IT performance goals.

In summary, Ivanti is an innovative ITSM solution that can help organizations to improve the quality of their IT services, reduce operational costs, and maximize operational efficiency. It is the perfect solution for organizations looking to optimized IT service delivery and ensure customer satisfaction.

Next time you’re considering an Ivanti Consultant or Developer, it’s helpful to remember the history as there are too many junior Ivanti Developers/Consultants/Project Managers that give themselves the title “senior” with only a few years experience and only a few implementations. Even 15+ year veterans are often junior. How do I know this? After 100+ Ivanti Implementations and consulting and developing for over 27+ years with Ivanti/Frontrange/HEAT around the world, I have encountered too many “senior” consultants/developers that just don’t measure up to what you’d expect. So if you’re serious about getting the most out of your Ivanti Implementations be sure to talk to me first.

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Do you really need a Project Manager for your Ivanti Neurons for ITSM/ITAM Implementation?

Short Answer is NO, you don’t need a project manager. In fact, one of the most common mistakes made by companies implementing Ivanti Neurons for ITSM/ITAM aka Ivanti Service Manager (HEAT) is to assign a Project Manager.

Don’t get me wrong, there are many great project managers out there and there is a need to project manage many hardware type of implementations and large scale software development projects. For Ivanti HEAT Neurons ITSM however, one of the biggest mistakes you can make is assigning a Project Manager.

Do you really need a Project Manager for your Ivanti Neurons for ITSM/ITAM Implementation? – Independent ITSM Podcast covering Ivanti Service Manager ISM HEAT Latest Solutions & Best Practices

Short Answer is NO, you don't need a project manager. In fact, one of the most common mistakes made by companies implementing Ivanti Neurons for ITSM/ITAM aka Ivanti Service Manager (HEAT) is to assign a Project Manager. https://ivantiservicemanagerconsultant.wordpress.com/?p=2425 Don't get me wrong, there are many great project managers out there and there is a need for project manage for many hardware type of implementations and large scale software development.  For Ivanti HEAT Neurons ITSM however, one of the biggest mistakes you can make is assigning a Project Manager. From 26+ years Ivanti HEAT ITSM Implementation experience and 100+ Ivanti HEAT Neurons implementations globally for Fortune 500 and Global 500 companies in the UK, EU, Australia, New Zealand, APAC, Asia, Canada, and the USA, I can tell you without a doubt that less is more, and 99% of the time, project managers are not needed and typically get in the way of getting things done.

Why are Project Managers NOT needed? Ivanti Projects require subject matter experts with years of Ivanti experience and competence. We’re talking Ivanti Service Manager, HEAT ITSM, not Project Management. We’re talking the kind of skills & competence a seasoned Ivanti HEAT Developer and Consultant has with at least 15 years Ivanti Implementation, Consulting & Development experience and at least 50 Ivanti Implementations as a lead, not a project manager, not assisting. It’s not unlike seeking medical advice from a professional. If you go to your local doctor, they’ll want to do tests or prescribe medication. If you go to a surgeon, they’ll want to cut you open. In other words, people tend to stick to what they know, what they were taught. Project Managers by nature are all about Scheduling, Status Calls, Status Updates, Targets, etc. Ivanti Architects/Consultants/Developers/Freelancers should be about results and getting things done. Without any red tape, back-seat drivers, or micro (project) managers. Lets face it, when you go to your doctor, there is no project manager needed either. Why? Because when you’re dealing with a professional, they don’t need baby-sitting. Sounds blunt? Well it is what it is. There are far too many projects that take 2 to 3 times as long due to the project management overhead that wants to talk about what’s being done without really helping the effort.

Project Managers are NOT subject matter experts

This is the biggest problem is that project managers want to act like subject matter experts when they simply are not. The old saying, a little bit of knowledge can be dangerous, is so true here. Especially when things get technical. Project managers have a tendency to want to make decisions or answer subject matter related questions. It’s not unlike going to the doctors office and the receptionist who manages bookings wants to give you medical advice… RUN!

When do you need a project manager? The only time you arguably could benefit from a project manager is when there are tasks that are outside of the technical scope of the Ivanti HEAT Neurons Implementation. Such as communications, end-user training, scheduling of resources, deciding on org structure and ticket routing/business processes, SOPs. And even that is better taken care of by the decision maker, which typically is the Service Desk Manager or IT Department Manager.

What if you have a large Ivanti Development Team? Arguably this could be an exception as well. If there are more than 5 Ivanti Developers or you are managing multiple Global Production Tenants, then there will be a need to coordinate & plan. But the better question would be..

1. Why is there such a large team in the first place?
   Most truly senior Ivanti Developers/Consultants/Architects can do the work of 5 junior developers.
2. Why doesn’t the most senior Ivanti Architect take charge and manage the project?
3. Why doesn’t the project owner, service desk manager, or IT Department manager oversee the project instead?
4. If you’re working with a business partner or Ivanti, why isn’t the assigned consultant senior enough to manage the big picture?

From 26+ years Ivanti HEAT ITSM Implementation experience and 100+ Ivanti HEAT Neurons implementations globally for Fortune 500 and Global 500 companies in the UK, EU, Australia, New Zealand, APAC, Asia, Canada, and the USA, I can tell you without a doubt that less is more, and 99% of the time, project managers are not needed and typically get in the way of getting things done.

The road to hell is paved with good intentions, including project managers with 10 years experience wanting to learn more about Ivanti and just not getting simple basic concepts or trying to take part in the decision making process with their limited Ivanti knowledge that they of course perceive different. Ultimately it should be the Project Decision Maker that drives the project and works closely with the Ivanti Architect.

When you want to get things done, you go to an Ivanti expert with hands-on-roll-up-your-sleeves-in-the-field experience. A professional Ivanti Architect or Consultant that can manage your project.

Are you getting the most from your Ivanti resources?
You are NOT. Not until you talk to me. Guaranteed!

Ivanti Integrations: Flat File or API?

Ivanti Integrations with Ivanti Service Manager (HEAT) aka Ivanti Neurons for ITSM/ITAM are a hot topic.

Since direct database connections are not available with cloud and the majority of customers are in the cloud vs on-premise, the questions is….

Flat File or API?

File-based Integrations have been around for a long time and for that reason are great not only for older and legacy systems but also because they are simply easy to create, maintain, and troubleshoot. Flat files are usually in CSV format, although some of you might remember the pipe delimited HAF files and heat structure files, I believe HSF. These files are scheduled typically daily, hourly, or as needed.

API (Application Program Interfaces) Integrations have been a buzz since they first emerged in 2005. Still a great buzz word thrown around in sales presentations. But are they worth the effort? API integrations require a much greater technical effort to create, maintain, and troubleshoot. Arguably once set up, the API should be easy to support. Key word is “should”.

APIs are secure and real-time. This is a clear advantage, but Flat Files too are secure and can be “near” real-time. Just schedule more-frequently and push flat files for time-sensitive needs such as HR Terminations for example.

Where the lines get blurry is with support, troubleshooting, and compatibility.

Flat files are straight forward, easy to support & troubleshoot, and compatible with legacy systems. Arguably flat files are backward and forward compatible provided the structure doesn’t change. If structure changes on either end of the system (Source, Target) then flat files and APIs need to be updated. Arguably Flat Files win here too because flat files are easy to maintain and support.

But are APIs forward compatible? What if the Application changes? The API changes too. There aren’t any API standards per se across different applications. Applications change, APIs therefor change too and then there are dreaded “bugs” or “features” Something you don’t get with Flat Files. Flat files are based on structure. APIs are code. Development.

Until Codeless Integrations are available, something Ivanti is rumoured to have in the works, the hands down winner for me is Flat File Integrations!

What are your thoughts?

Ivanti Freelancer or Ivanti Business Partner?

Recently I wrote about the difference between Ivanti Developers and Ivanti Consultants. Today we’re going to dive a little deeper.

There are really 3 routes to go for your Ivanti Servicer Manager (powered by HEAT) aka Ivanti Neurons for ITSM/ITAM project:

Ivanti Professional Services

While you’d expect to get the best professional services from a vendor, you have to realize that Ivanti is in the sales business and Ivanti outsources all their professional services. In fact most of the so called “Consultants” and “Systems Engineers” are sales people with a couple years, 4 years at best experience with Ivanti Sales and ZERO hands-on implementation experience. How is that possible? Ivanti decided to disband their professional services group and outsource all their professional services work to Ivanti Business Partners. More on that here: Is Ivanti a Professional Services Provider?

Ivanti Business Partners

Choosing the right business partner is not an easy task either. It has more to do with the consultant than the business partner. There are lots of good and great business partners out there, but ultimately who will you engage with? Who will drive the implementation and guide you? And will it be the same pre-sales consultant? Will there be a hand-off? How many chefs will be in the kitchen?

It’s not easy to find experienced Ivanti HEAT ITSM Neurons consultants. Don’t I know it, with 26+ years Ivanti HEAT ITSM experience, and 100+ implementations going back to the HEAT for DOS days in 1996, I can tell you that some consultants with 15+ years experience may not have the competencies or skill set of what I’d consider a Junior “Developer”.

Ultimately the goal of an Ivanti Business Partner is to create a large team and even larger revenue model. Great for them, bad for you, because you are now dealing with too many people that likely have just a few years experience and could never handle an implementation on their own.

Ivanti Freelancer

There is no better alternative for RESULTS DRIVEN engagements than an Ivanti Freelancer that’s hands-on, intimately familiar with the Ivanti HEAT ITSM/ITAM products and can handle an implementation/project on their own.

You want someone with now just the right skill set, but more importantly competency, in areas like Project Management, Architecture, Design, Development, Consulting, Best Practices, Implementation, Support, Advice, to take you to the next level!

You’ll want an Ivanti Consultant/Developer that can back up their work with testimonials. Here are mine:

• Night and Day Compared to Ivanti and other HEAT Consultants 
• Five stars for Ivanti HEAT Experience, Technical Knowledge, and Consultative Approach
• a19 Consulting took our Ivanti HEAT ITSM System to the Next Level
• Unique & Distinctive Ivanti HEAT ITSM Authority
• Every other Ivanti HEAT Consultant said it couldn’t be done!

Are you getting the most out of your Ivanti HEAT Neurons Implementation?
You are NOT. Not until you talk to me. Guaranteed!

Save yourself the time, energy, money, and disappointment of working with Ivanti or Ivanti Business Partners! Contact me for a FREE Discovery Session to learn more:

Ivanti Developer or Consultant?

This is a very common question I get from Ivanti prospects. In fact I rebranded for this reason. It’s not that I like showing of many titles like “Ivanti HEAT Architect“, “Ivanti Developer“, “Ivanti Consultant“, “Ivanti Project Manager”, there is actually a very important distinction. Another reason is that I do it all!

Developers are coders and typically focus on software development, coding, and Ivanti HEAT configuration. Whereas Consultants may be functional, technical, or both, bringing years of industry experience to the table and using their knowledge & experience to advise management in areas such as but not limited to SOPs, standard industry practices, workflows, business processes.

Nowadays most “Consultants” are either A) “Developers” with a hefty daily “consulting” rate that far exceeds a developer’s typical rate. or B) “Consultants” with little hands-on development or Ivanti Implementation experience. By “little experience” I mean less than 10 years and less than 25 Implementations.

It really comes down to competence vs skill. Sure, Ivanti HEAT is “configurable” however the Ivanti ITSM tool has come a long way and does tend to require someone with Development AND Consulting experience to consultant with clients to make informed configuration, architectural, business, functional, and technical decisions.

Experience plays an important factor too, as does the the number of Ivanti HEAT ITSM Implementations. After all, there are many freelancers, and developers disguised as consultants with 5 or 10 years experience however more often than not it’s the same 1 year repeated 5 or 10 times, working on 1 Ivanti HEAT Implementation.

Last but not least you need to consider industry experience, customer revenue & location. You want to find a developer/consultant/freelancer that has experience in many industries. Why many industries and not your industry exclusively? There’s a saying, “What’s as common as dirt in one industry, is an atomic bomb in another!”, that is, you want to leverage best practices & ideas from other industries. Customer Revenue (i.e. Fortune 500 or Global 500) play an important role as well, after all an Ivanti HEAT ITSM Implementation with thousands of employees and dozens of Service Desk staff has different sets of challenges and solutions than a service desk team of 5 supporting hundreds of employees. And this is where location plays an important role as well, multi-national, versus international, vs domestic operations. If you have offices in the UK, EU, Middle East, Africa, Australia, Canada, and the US for example then you likely have another set of challenges, reporting requirements, and solutions that apply to you versus someone based in a city/municipality for example.

Make no mistake about it, combined, experience, and number of implementations as well as solid Testimonials are key to when searching for a competent Ivanti HEAT ITSM “Developer” or “Consultant” or “Ivanti Freelancer”.

PS: Be sure to read “Is Ivanti a Professional Services Provider?“

Is Ivanti a Professional Services Provider?

Ivanti is an IT powerhouse and supply software systems that require professional services. That is not the same as a professional service provider. Ivanti is in the sales business straight and simple.

A while back, in the Frontrange days for HEAT, there was a Professional Services Group, however that group disbanded and replaced with Sales, Project Managers, and Customer Service Managers.

Most if not all Ivanti Professional Services that are delivered today, for example for Ivanti Service Manager (HEAT) aka Ivanti Neurons for ITSM, are not delivered by Ivanti but delivered by Ivanti Business Partners and managed by an Ivanti Project Manager.

This should matter to you when you approach Ivanti for Product Support and Professional Services. Remember what I said earlier, Ivanti is in the Sales business. Sales as in products sold take priority, with Professional Services outsourced to Business Partners, not far behind. Of course by selling more product, more professional services are needed.

With that said, you need to be very careful of a) choosing the right business partner & implementation consultant and b) deciding on what products are a good fit for your company’s direction and business needs.

Case & Point, reporting. I just recently created dashboard reports and analytic metrics for a client that was told it couldn’t be done with out-of-the-box tools and other technology was needed. This is where you need to be careful.

Why purchase and invest in new software product, development resources, training, and additional services for non-native technology like Xtraction (a LANDesk Product), Reports (yep, that’s right, reports are not native and use the Microsoft SSRS engine), and Power BI (again Microsoft), when you can deliver all your reporting needs out of the box with Dashboards and Analytic Metrics.

More on Reporting CLICK HERE

Case & Point, professional services. Given the choice between and Ivanti Lead Implementation and Business Partner Lead, I would not choose Ivanti. Too many chefs in the kitchen, and too many agendas, constraints, and momentum lost in the red tape and project-micro-management. Choosing the right business partner is not an easy task either. It has more to do with the consultant than the business partner. There are lots of good and great business partners out there, but ultimately who will you engage with? who will drive the implementation and guide you? And will it be the same pre-sales consultant? Will there be a hand-off? And again, how many chefs will be in the kitchen?

It’s not easy to find experienced Ivanti HEAT Neurons consultants/developers/freelancers. Don’t I know it, with 25+ years Ivanti HEAT ITSM experience, and 100+ implementations going back to the HEAT for DOS days in 1996, I can tell you that some consultants with 15+ years experience may not have the competencies or skill set of what I’d consider a Junior Developer. And I’m looking for a Junior Developer right now….

The best advice I can give you is to have a discovery session with the candidates to determine which consultant/developer/freelancer is the right fit and has the skill set, and more importantly the competency, in areas like Project Management, Architecture, Design, Development, Consulting, Best Practices, Implementation, Support, Advice, to take you to the next level!

You also want to check the consultant’s testimonials. Here are mine:

• Night and Day Compared to Ivanti and other HEAT Consultants 
• Five stars for Ivanti HEAT Experience, Technical Knowledge, and Consultative Approach
• a19 Consulting took our Ivanti HEAT ITSM System to the Next Level
• Unique & Distinctive Ivanti HEAT ITSM Authority
• Every other Ivanti HEAT Consultant said it couldn’t be done!

Are you getting the most out of your Ivanti HEAT Neurons Implementation?
You are NOT. Not until you talk to me. Guaranteed!

PS: Be sure to read Ivanti Developer or Consultant?

How to embed an image in Global Constants and business object fields

Binary Max field for pictures

If you want to add an image to a business object then you can use the Binary/Max field type which is a good way of displaying a screenshot or picture that you can open with a single click, opposed to attachments that you need to save locally first.

HTML text fields with Base 64 Code

Another way is to use an HTML field, first select Text as the field type you want to add and then change it to HTML.  Now you can paste images which which will be converted to Base 64.   To view the base 64 code click source edit to copy it and voila!

Global Constants

Now you can copy and paste the base 64 code OR entire HTML code to Global Constants such as a “generic” Email Footer for example for ALL outgoing email notifications.

Tip:  If you do not have any HTML fields, then you can create an Email with Ivanti Service Manager and use the email body (it’s HTML) 

and then click source edit to reveal the base 64 code

and then copy the code into the Global Constant.

Calling Global Constants

In your email notification body, or anywhere else in ISM you can call the Global with the function GetGlobal()

UPDATE January 2023:  It seems that Ivanti has made some changes and now you need to 1) You may not be able to generate base64 images and find an online tool to do this for your.   2)  You need to select Text as the attribute type for your global constant, HTML is no longer a valid option.

Ivanti Cloud Calendar

Must Have for Ivanti Developers

The Ivanti Cloud Change Calendar is a must have for Ivanti Developers and Administrators to view upcoming changes to their ISM Cloud tenants (STG/UAT/PROD).

To access the change calendar, follow these steps:

1. Log into the Ivanti Support Portal at https://support.ivanti.com
2. At the top of the screen, click ‘Profile and Account’
User-added image
3. Click ‘Cloud Calendar’

Ivanti Service Manager – Cloud Change Calendar

4. Hover the mouse over a calendar entry to see more details about that record.