Without fail almost every customer, in every part of the word, UK, EU, Australia, Canada, US is annoyed with the overwhelming number of Saved Searches, especially for the main business objects like Incident, Service Request.
It’s great that the system has so many OOTB saved searches, but what if you don’t use some features, like Chat for example.
How do you quickly and easily hide (not and never remove) saved searches?
First off, unfavorite. Secondly use the Admin console and set the “Hide Expression” to $(GetGlobal(“ChatEnabled”)!=True)
Global Constants are great for hiding / showing items as you need to. After all you don’t want to re-create saved searches or change all of them again if you can just set the Global Constant.
With the upgrade to Ivanti Service Manager 2022.1 there is one problem that you might be experiencing with Data Import Integrations not producing Error Stats attachments.
Ivanti is aware of the issue and is actively working on Problem #89360
Note that depending on your Data Centre, your tenants (STG/UAT/Production) may have been upgraded to the latest release. For example, Australia, UK, Europe have been upgraded, while Canada USA is just starting to roll out the 2022.1 release to DEV (STG/UAT). Check your Ivanti Maintenance Notifications here
UPDATE: As of May 2022 the issue with Integration Log Errors Stats attachment creation has been resolved.
With the release of Ivanti Neurons for ITSM 2022.1 the Self Service Home Page now has more configuration options for the widgets.
The latest solution Ivanti clients are now re-evaluating the homepage configuration, including the two buttons for “Report an Incident” and “Request an Item”
This may seem like a very simple solution but it is actually a huge improvement for end users and analysts. Differentiating between Incidents and Service Requests is simple for seasoned consultants however end users struggle with this concept (and so do some analysts). After all, to an end users (the customer), they just want to fill out a “ticket”.
That’s exactly what you can do now, with the latest solution by Ivanti to allow home page configuration.
You can now combine the two buttons into one button and call it “Service Catalog” for example.
That’s exactly what clients on the Ivanti Service Manager 2022.1 release in Australia, UK, and Europe have started doing. If you’re in Canada, the US, or South America, then you’ll need to wait until your scheduled upgrade. Check the latest Ivanti System notifications here.
Ivanti Clients are also choosing user-friendly Category/Subcategories such as “I have an issue with…” and “I need…” to differentiate between “Report an Incident” and “Request Offering” Templates. Client culture dictates the exact wording that users can relate to and easily pick the correct template, whether Incident or Service Request.
In addition to the above, the latest solutions for Self Service are improved load time, custom icons, improved widget controls.
ARE YOU leveraging the Latest Solutions for YOUR IVANTI IMPLEMENTATION?
You are NOT. Not until you talk to me. Guaranteed!
Here are the highlights for the upcoming Ivanti Neurons for ITSM, aka Ivanti Service Manager (powered by HEAT) 2022.1 release scheduled for March/April.
See the Ivanti Maintenance Notifications for release dates, which vary based on your data centre location (Europe, Ireland, Australia, USA, Canada) for cloud, and check the Ivanti Support Site for On-Premise release dates.
2022.1 Release Highlights
Modern User Experience for Analysts Updates
Accessibility Enhancements for Analyst Interface
Security Updates & Enhancements
Service Catalog Load Time Improvement
Knowledge Search Fix for searches with double quotes
A very frequently asked question when implementing Ivanti Service Manager (HEAT) evolves around the “Waiting for Resolution” Incident Status. What is its significance, should it be used, and how does it effect SLAs?
The “Waiting for Resolution” Status is typically used when a break/fix (Incident) has been completed but the ticket hasn’t been updated yet.
For example if there is a P1 Incident that has been resolved, setting the Status to “Waiting for Resolution” may prove to be rather useful to stop the SLA clock while gathering all incident resolution details from the SDAs and Task Owners, without getting penalized.
Remember that the SLA Clock is driven by the Incident Status and Waiting for Resolution pauses the SLA clock.
Software asset management (SAM) is a business practice that involves managing and optimizing the purchase, deployment, maintenance, utilization, and disposal of software applications within an organization.
Ivanti Asset Manager
Ivanti Asset Manager (IAM) is a much talked about “new” product that was released with ITxM 2018.3 and actively promoted with ITxM 2019.1.
ITxM 2019 in fact consists of Ivanti Service Manager (ISM) and Ivanti Asset Manager (IAM).
Ivanti Asset Manager has been around for a while and Ivanti Service Manager, formerly known as HEAT, has done Asset Management since its early HEAT for Windows days in the 1990’s.
Software Asset Management followed a little later with the HEAT ITSM using Software Inventory and Software Product Configuration Items (CI).
To someone new to ISM/IAM the SAM implementation looks like something of a “Frankenstein hodge podge”. There is a combination of Legacy, DSM, and IAM business objects, and relationships. That is by design. Upgrades from HEAT SM, DSM, and ISM to IAM vary, as do discovery tools and sources, plural, (more on that on a future post) and so do requirements as per business processes and standard operating procedures (SOP).
Getting Started with SAM
Strategy. Architecture. Processes. There really is not quick and easy way to just “install”SAM. Careful consideration, planning, and data analysis is required to determine where you are today, where you want to go, and the steps to take you there. While there are some common practices and implementation methods, every organization has variances that must be considered, carefully. What are your sources? What data are you capturing, where and how? What processes are manual versus automated. How are you tracking your licenses and entitlements today, what details, and at what level. Vendors, Manufacturers, Versions, Features, License Keys, etc. What does you procurement process look like? Alerts, renewal reminders? It’s best you start simple with data analysis, process analysis, document workflows, processes, entity relationships (ERD), and build a proof of concept, followed by a prototype to validate each step of the process.
If your Software Asset Management really is a simple slam-dunk, then all of the above steps will be very quick, but I can almost certainly guarantee you from experience that there are always variances. The devil is in the details as you say. And usually with the most complex and expensive software titles and products.
Contact me to streamline your asset scanning and overall asset management operating procedures
Note: Enhancement requests have been made to include scanning ability for android smart devices (smartphone, tablet) with APP. There is a workaround for using android smart devices, contact me to find out more.
IAM Asset Scanner UI
IAM Asset Scanner Role Functionality
The Out-of-the-box (OOTB) functionality allows for scanning bar codes and looking up Asset Tags, creating and adding assets, with Asset Type, Sub Type, Asset Name, Serial Number, Location, Assigned Model, and Manufacturer. The “Scan Log” is then attached to the new/updated Configuration Item (CI, now Asset)
a19 Consulting has taken the asset scanner to the next level customized the Asset Scanner UI with an asset scanning wizard that after scanning an asset tag walks you through creating a new asset orupdating an asset, plus the ability to scan packing slips for procurement, with pictures of the packing slips, and 1 or more Assets (CI’s) attached to the packing slips, which roll up into the Purchase Order and Invoices for reconciliation.
Before you consider upgrading your on premise Ivanti Service Manager (ISM) and/or Ivanti Asset Manager (IAM) you should consider the What’s New Releases, the Ivanti Release Schedule, Steps Involved, and Impact to your Service Desk Implementation.
For example if you are upgrading from the HEAT Classic Ticketing System then the changes and impact to your organization, business processes, and day to day operations, is substantial versus just a minor release upgrade.
Of course if you’re using SaaS (Software as a Service) hosted by Ivanti then you are privy to the most current version and should review the What’s New information and Ivanti Cloud Calendar for regression testing, training, and identifying a communication plan.
Here is a quick summary of the latest Ivanti Service Manager (ISM) and Ivanti Asset Manager (ISM) Releases. This is my personal cheat sheet.
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