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.