What’s new in Ivanti HEAT Neurons for ITSM/ITAM 2023.1?

With the Cherwell convergence (or as I call it, the return of the prodigal son) there are some very exciting features coming up in the 2023.1 Ivanti Neurons for ITSM/ITAM release, however experience dictates that it will take a few months to flush out the gremlins.

• Visual Graphic Action Designer
• Trusted Agent (Windows)
• Webhooks (Insert)
• Advanced Monitors Updates (alphanumeric ID, group business objects)
• Simplified Expression Editor
• Stored Prompts Enhancements
• ITAM: Consumable Enhancements (assigned to financial owner or user)
• Microsoft Teams Integration Enhancements
  
• Other Feature Updates
  • Responsive Analyst improvements
  • Responsive Analyst fixes for localization
  • Analytic Metrics – label and percent options for Pie/doughnut chart
  • Self Service Chat Timeout removed from chat configuration workspace; analyst timeout is set to application timeout by default
  • Localization Workbench (BETA)

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What’s new in 2022.2 for Ivanti Neurons for ITSM/ITAM

• Low Code – No Code (Codeless Configuration)
  • Stored Expressions
  • User Specific Stored Values (Beta)
  • Variables (Beta)
• UI Enhancements
  • Flex Control: New URL
  • Attachment Viewer (for most file types)
  • Attachment Size Limits Global Constant
  • Request Offering List Control Enhancement:  Select All Option
  • System Level Global Constants Names/Data Types are now read-only
  • User friendly error messages for Service Requests

Ivanti Service Manager Cloud Upgrade to 2022.1 for FFZ Tenants postponed

FYI for Ivanti Service Manager Cloud clients of the Frankfurt Germany (FFZ) Tenants aka Europe East Data Centre. The scheduled 2022.1 Production release for March 25, 2022 has been postponed.

Ivanti Latest Solutions for Self Service

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”

Home Page buttons for Report an incident and Make a request

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.

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What’s new in 2022.1?

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

What’s new in 2021.4

• Visual Warning for Opened Records
  • Global Constants
    • EnableRecordLocking
    • RecordLockingTimeout
      
• Ivanti Neurons for Ticket Classification
  • Machine Learning to analyze ticket subject / summary and recommend Service, Category, and Subcategory
    
• Improved Compatibility for Screen Readers 
  

• Improved Logging & Reporting for Data Access
  • Allow Administrator to enable auditing of “View” events
    
• Compatibility Update
  • Internet Explorer 11 Support Ending
  • Starting with the 2022.1 release, Ivanti will discontinue support for Internet Explorer (IE) 11 and non-chromium Edge browsers. 

See the detailed PDF here

What’s New in ISM 2020.3

Ivanti Service Manager Releases – What's New – What you need to know before you upgrade from a19 Consulting – Ivanti Professional Services

What is ISM Brownout?

Code Freeze, aka Brownout, is a point in time in the development process after which any and all configuration changes must be coordinated with the lead consultant to mitigate risk of conflicting changes and new defects. 

The term comes from Electricity “brownouts”, a partial, temporary reduction in total system capacity, which results in the dimming experienced by incandescent lighting when the voltage sags

A best practice is to create an ISM Announcement, Alert, and Notification for ISM Administrators, as well as change the logo of your STG DEV tenant, as well as change the PROD logo for the Administrator, Admin Level 2, and Validation List Manager roles. (Not familiar with Admin L2 and Validation List Manager? Contact me for details.)

ISM Brownout
aka Code Freeze

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.

Ivanti Service Manager On-Premise Release Schedule

Upcoming Ivanti Service Versions

Ivanti Service Manager 2020.2 – July 24, 2020  

2020.3 – Planned October 2020
2020.4 – Planned December 2020

Current Version
2020.1 – Ivanti ITxM Download 2020.1

Previous Versions
2019.3.x – Ivanti ITxM Download 2019.3
2019.1 – Ivanti ITxM Download – 2019.1
2018.3.1 : Ivanti ITxM Download – 2018.3.1