Ivanti HEAT Neurons Podcast

My podcasts cover popular Ivanti Neurons, Ivanti Service Manager (HEAT ISM), SDLC, ITSM, ITAM, and ESM Topics.

Why Podcasts? Sometimes podcasts are a great medium to share information. Podcasts are quick and easy to create, powerful, and also convenient to listen to on the morning commute, lunch break, or while travelling. Plus you can download Podcasts for offline listening.

Personally I like to download a few hours worth of Podcasts whenever I’m travelling or stuck somewhere and want a break from reading or watching videos.

You can find my Podcast on

Password Resets – Incident or Service Request? (Re-recorded Sep 24) Ivanti HEAT Neurons Podcast | Best Practices | Tips & Tricks | Latest Solutions

Incidents (Break/Fix) and Service Requests (New/Change to Service) are often long debated by companies new to ITSM (IT Service Management). Password Reset Requests do not make the differentiation any easier.  Are they a break/fix or service request?    Can Password Resets even be logged by a user?   Of course! There are many passwords besides your Single Sign-On (SSO) password. Self Service can be configured to allow anonymous Incidents and Service Requests. You could always ask a colleague to log a ticket for you. You could just pick up the phone and use the Interactive Response System (IVR), Ivanti Voice to submit a password reset. You could just pick up the phone and call the Service Desk who then logs the Ticket.   The subject actually goes much deeper as Incidents are viewed negatively.  More incidents, more issues, higher IT instability.  While Service Requests are positively viewed as a demand for IT services. Do you have an Ivanti Podcast Topic or Question?  Submit it at podcast.a19consulting.com
  1. Password Resets – Incident or Service Request? (Re-recorded Sep 24)
  2. Typical Ivanti Implementation Timeframe
  3. SLAs red headed step child
  4. Ivanti Cloud Status Updates & Maintenance Notifications
  5. What is the difference between an Incident, Problem, Service Request, and Change Requests?
  6. UAT Test Script Case Examples
  7. Who owns UAT Test Scripts
  8. Ivanti Neurons Tenants – Holy Trinity
  9. Email Summaries
  10. Ivanti Neurons Update

Press Release can be found here

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