Review of Kifinti Solutions | Ivanti Business Partner Spotlight | by former Kifinti Solutions Consultant

As a former Kifinti Solutions Consultant, I am quite familiar with Kifinti Solutions, having developed, streamlined, and implemented my best practices and latest solutions on a contract basis for Kifinti Solutions, a Frontrange Business Partners and now Ivanti Business Partner.

These days I prefer working directly with clients, eliminating the business partner overhead, and allowing me to deliver more, while focusing on my best practice system. The testimonials speak for themselves.

ARE YOU GETTING THE MOST OUT OF YOUR IVANTI IMPLEMENTATION?

You aren’t. Not until you talk to me! GUARANTEED!”

Discovery Session with former Kifinti Solutions Consultant, long time Ivanti Neurons Consultant
book discovery session with ivanti neurons heat itsm ivanti service manager ivanti asset manager developer consultant former kifinti solutions consultant

TestimonialS from the City of Brampton

The City of Brampton was a19 Consulting‘s main account while on contract for Kifinti Solutions, prior to founding the a19 Best Practice System.  Among the a19 Best Practices implemented were Change Notifications, SLA Indicator, Email Summaries and Templates, a19 Auto Ticket Generator, SCCM Integration, Software Asset Management with License Reconciliation, and over 19 Service Request Offerings including HR Onboarding and Offboarding Service Requests.

Overall, call and email volumes dropped by over 50% upon implementation of the a19 Self Service and a19 Request Offering Best Practices.

Everyone else said it couldn’t be done

In addition to the IT Service Desk implementation, and Self-Service Kiosksa19 Consulting implemented a Parking Booking & Reservation system for the Municipal Services Department’s Ivanti CRM System.

“Gregor was able to implement what everyone else at Kifinti Solutions said couldn’t be done! A booking and reservation system for our parking authority. Now citizens of the City are able to reserve daily, weekly, monthly, and yearly parking passes. Gregor delivered what other consultants said was impossible.
— Shelley, City of Brampton, Municipal Services Manager

PRO-ACTIVE INSTEAD OF RE-ACTIVE

Brampton, Ontario – Canada’s “Flower City” – is also Canada’s second fastest growing city. One-third of the population has moved in within the last ten years.

When a municipality grows rapidly the city services and support systems can suffer, or even collapse, without the proper leadership and support.

No longer a small town, Brampton needed to provide its constituents with big city services.  A mandate came from the mayor and the city council for a new proactive approach to municipal services.

The mandate was given to the Senior Management Team, with Rob Meikle, Brampton’s new Chief Information Officer, as the lead.  The focus was to overhaul the city’s customer service strategy, from top to bottom and move quickly to make the necessary changes.   “One of the first things I asked my staff,” says Meikle, “was for metrics on the volume of calls and the type of calls coming to the IT Help Desk so that we could have a pulse on what was happening. Shockingly none of that information existed.”

Meikle described the key issue as not only generating statistics but changing the way the city government did business.  He says:  “I set a goal to create a culture of customer service that emphasizes that regardless of how small the item you are working on, or how large, the main thing is to provide pro-active, excellent service.”

Meikle adds, “We believe that customer service is an integrated delivery supply chain.  So we describe our vision as a combination of providing excellent services to both internal city workers and to the external customers who deal with the city.  You add those two together and you get excellent municipal services.  This for me was a mindset and a cultural change.”

Meikle says one of the key changes was re-branding the IT Help Desk as the IT Service Desk. He adds, “a help desk implies, break, fix and react. Our goal now is to proactively manage our business so that the services that we deliver and enable continue in a seamless and more than acceptable fashion.

“I realized,” says Meikle, “that if I’m going to drive customer service transformation that I needed to start in my own backyard.  The implementation of a robust IT service management system would be fundamental to our success.”

“We have approximately 70 locations across the city,” says Ann Perry, Senior Advisor, IT Service Management.  “This includes everything from fire stations, transit locations, recreation centres, public facing service counters, works departments, etc.

“For the most part, IT systems support and enable our internal business partners to provide those services to the citizens which should appear seamless, unless, of course, something goes wrong. This is why it was critical to implement an IT Incident Management solution that could monitor and manage those incidents and requests with speed and accuracy.”

Says Ms Perry, “We had already implemented ITSM software from HEAT. However, to improve our internal service delivery with ITSM, we turned to Kifinti Solutions, an Ontario based company that specializes in helping customers implement and integrate ITSM solutions.

Kifinti’s flexible approach worked well and helped our team understand what we really need to be more efficient and effective in our day to day operations. Kifinti has also maximized ITSM capabilities far beyond our expectations.

Kifinti’s services have helped us integrate the HEAT ITSM modules to manage our Incident, Changes and Asset Management processes. This integration has provided us with a better understanding of our day-to-day operations and produced metrics to identify service gaps so we can focus our efforts on improvements to our IT service delivery and support.”

It’s a long way from those days when Meikle first arrived. Lots of information and analysis now exist that didn’t before.

The Kifinti implementation provides a host of reporting possibilities on a regular basis, all important for keeping the people who run Brampton up to date. The system provides analytical reports on a monthly basis and even an executive dashboard, a top of the screen panel that lets people see at a glance what’s happening and what’s changing.

Says Meikle “The strategy in Brampton is now to anticipate problems and fix them before they happen; to be proactive instead of reactive. And that is now our definition of success.”

Press Releases by former Kifinti Solutions Consultant

a19 Consulting releases a19 Asset Scanner | Apple iOS Mobile App | Ivanti Service and Asset Manager

Nov 20, 2020

Scanning Assets with Ivanti Service Manager and Ivanti Asset Manager just got easier! No special hardware required. All you need is an iPhone or iPAD. An Ivanti ITSM first!

a19 Consulting releases a19 Asset Scanner | Floating Barcode Reader | Android Mobile Application | for Ivanti Service Manager and Ivanti Asset Manager

Nov 09, 2020

Former Kifinti Solutions Consultant publishes Android Mobile Application in the Google Play Store to make Barcode Asset Scanning with Ivanti Service Manager easier than ever.

Former Kifinti Solutions Consultant releases a19 Best Practices iOS Mobile App

Oct 18, 2020

The a19 Best Practices iOS Mobile Application offers Ivanti Service Manager and Ivanti Asset Manager Best Practices, Latest Solutions, Tips & Tricks

Former Kifinti Solutions Consultant releases a19 Best Practices Android Mobile App

Oct 13, 2020

The a19 Best Practices Android Mobile Application offers Ivanti Service Manager and Ivanti Asset Manager Best Practices, Latest Solutions, Tips & Tricks

Former Kifinti Solutions Consultant launches ITxM Health Check Audit

Sep 29, 2020

Providing Ivanti Best Practices (formerly HEAT ITSM), since 1996, Gregor now focuses on his company a19 Consulting and provides Ivanti Professional Services.

Former Kifinti Solutions Consultant releases a19 UAT Test Scripts Module for Ivanti Best Practices System

Sep 24, 2020

The a19 UAT Test Scripts module significantly improves your Ivanti Service Manager Implementation, upgrades, and collaboration internally, and with your Ivanti Consultant.

Ivanti Asset Manager Best Practice System Released

Dec 13, 2019

Ivanti Consultant has released the Ivanti Asset Manager Best Practice System to complement the Ivanti Service Manager Best Practice System leveraging Ivanti Service Manager (HEAT) and Asset Manager experience since 1996

Ivanti HEAT Neurons Podcast Episodes

Former Kifinti Solutions Consultant releases a19 UAT Test Scripts Module for Ivanti Best Practices System Ivanti HEAT Neurons Podcast | Best Practices | Tips & Tricks | Latest Solutions

This episode is also available as a blog post: https://ivantiservicemanagerconsultant.wordpress.com Gregor, a former Kifinti Solutions Consultant, is without doubt a unique and distinctive authority in the Ivanti ITSM space with his consulting and development experience and extensive insight to best practices going back over 24 years with the HEAT and now Ivanti ISM/IAM products. Providing HEAT Best Practices and now Ivanti Best Practices, since 1996, with his tested and true implementations and upgrades, Gregor now focuses on his company a19 Consulting which provides Ivanti Professional Services and Ivanti Best Practices. A19 UAT TEST SCRIPTS MODULE FOR IVANTI SERVICE MANAGER (HEAT) The a19 UAT Test Scripts module significantly improves your Ivanti Service Manager Implementation, Upgrades, and collaboration internally and with your Ivanti Consultant. Gone are the days of using Excel for UAT Test Scripts, or worse, heading into darkness without UAT Test Scripts! Long time Ivanti Consultants, Ivanti Business Partners, and Ivanti Customers alike only dream of having a simple UAT Test tool that cuts their implementation time and cost. Lets face it, when you’re implementing Ivanti Service Manager, you want to focus on strategy and quick execution. Validation Testing is the #1 problem with most ISM Implementations, upgrades, customizations, and integrations due to a lack of UAT Test Scripts. The #2 problem is a lack of process. With an average of over 100 test cases, you need a tool that redefines your Ivanti Service Manager Validation Process. The #3 problem is collaboration. How do you keep your team’s morale up and focused on the key areas for testing when you don’t have a proper UAT Testing System that’s real-time, easy-to-use, and clearly defines key roles, responsibilities, and lets the Subject Matter Experts focus on their area of expertise when you don’t have a proper system?! On top of that, you need precise, concise, timely, and relevant Test Cases and Results to make informed decision and identify actions needed, all while keeping a bird’s eye view with relevant dashboards, analytics, simplified ISM Change Control, and an executive summary. http://www.a19consulting.com
One of the biggest issues with writing UAT (User Acceptance Testing) test cases, is knowing where to start and insisting on building your test script around the software.  The fact is, you do not need access to Ivanti Service Manager (ISM, powered by HEAT IT Service Management) and it is actually encouraged not to use ISM at all when devising UAT Test Scripts. In this Ivanti HEAT ISM Podcast Episode we will cover UAT Test Cases, Examples, the biggest problems with UAT Test Cases, and how to overcome them. Be sure to the original Ivanti HEAT ITSM Blog Post at blog.a19consulting.com
  1. UAT Test Script Case Examples
  2. Who owns UAT Test Scripts
  3. Ivanti Neurons Tenants – Holy Trinity
  4. Email Summaries
  5. Ivanti Neurons Update

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