Ivanti ITSM Blog

Ivanti Cloud Status Updates & Maintenance Notifications

Ivanti Cloud Status Updates consist of important Maintenance Notifications and Operational Status Updates for Ivanti London, UK, Ireland, Frankfurt, Australia APAC, Toronto Canada, and North Virginia and Washington Data Centres.

The Ivanti Status Cloud Page is a great way of staying on top of notifications for Ivanti Neurons, Ivanti Service Manager, and Ivanti Asset Manager Cloud Platforms. 

Only snag is that there is nO easy way to see landscape specific updates for your Data Centre.  UNTIL NOW!

For Ivanti Maintenance Notifications specific to your tenants be sure to visit status.a19consulting.com

a19 consulting ivanti best practice system - ivanti professional services - ivanti developer - ivanti service manager consultant - ivanti support - latest solutions and best practices

Is Ivanti a Professional Services Provider?

Ivanti is an IT powerhouse and supply software systems that require professional services. That is not the same as a professional service provider. Ivanti is in the sales business straight and simple.

A while back, in the Frontrange days for HEAT, there was a Professional Services Group, however that group disbanded and replaced with Sales, Project Managers, and Customer Service Managers.

Most if not all Ivanti Professional Services that are delivered today, for example for Ivanti Service Manager (HEAT) aka Ivanti Neurons for ITSM, are not delivered by Ivanti but delivered by Ivanti Business Partners and managed by an Ivanti Project Manager.

This should matter to you when you approach Ivanti for Product Support and Professional Services. Remember what I said earlier, Ivanti is in the Sales business. Sales as in products sold take priority, with Professional Services outsourced to Business Partners, not far behind. Of course by selling more product, more professional services are needed.

With that said, you need to be very careful of a) choosing the right business partner & implementation consultant and b) deciding on what products are a good fit for your company’s direction and business needs.

Case & Point, reporting. I just recently created dashboard reports and analytic metrics for a client that was told it couldn’t be done with out-of-the-box tools and other technology was needed. This is where you need to be careful.

Why purchase and invest in new software product, development resources, training, and additional services for non-native technology like Xtraction (a LANDesk Product), Reports (yep, that’s right, reports are not native and use the Microsoft SSRS engine), and Power BI (again Microsoft), when you can deliver all your reporting needs out of the box with Dashboards and Analytic Metrics.

More on Reporting CLICK HERE

Case & Point, professional services. Given the choice between and Ivanti Lead Implementation and Business Partner Lead, I would not choose Ivanti. Too many chefs in the kitchen, and too many agendas, constraints, and momentum lost in the red tape and project-micro-management. Choosing the right business partner is not an easy task either. It has more to do with the consultant than the business partner. There are lots of good and great business partners out there, but ultimately who will you engage with? who will drive the implementation and guide you? And will it be the same pre-sales consultant? Will there be a hand-off? And again, how many chefs will be in the kitchen?

It’s not easy to find experienced Ivanti HEAT Neurons consultants. Don’t I know it, with 25+ years Ivanti HEAT ITSM experience, and 100+ implementations going back to the HEAT for DOS days in 1996, I can tell you that some consultants with 15+ years experience may not have the competencies or skill set of what I’d consider a Junior Consultant. And I’m looking for a Junior Developer right now…. There are some highly skilled consultants too.

The best advice I can give you is to have a discovery session with the candidates to determine which consultant is the right fit and has the skill set, and more importantly the competency, in areas like Project Management, Architecture, Design, Development, Consulting, Best Practices, Implementation, Support, Advice, to take you to the next level!

You also want to check the consultant’s testimonials. Here are mine:

Are you getting the most out of your Ivanti HEAT Neurons Implementation?
You are NOT. Not until you talk to me. Guaranteed!

book-discovery-session-with-ivanti-heat-itsm-ivanti-service-manager-ivanti-asset-manager-developer-consultant-former-kifinti-solutions-consultant

Ivanti HEAT Neurons ITSM Dragons Den UK Canada Shark Tank US Australia

Lessons Learnt from Dragons’ Den UK and Shark Tank Australia

I started watching Dragons’ Den in Canada and then the US version of Shark Tank. When I ran out of episodes to watch I tuned in to Dragons’ Den UK (The Original) as well as the Shark Tank Australia Spin Off. Another German Spin Off that I tend to watch is “Die Höhle der Löwen” (The Lions’ Den)

What does all this have to do with Ivanti, HEAT, and ITSM? More than you think!

When it comes to proper business analysis and requirements gathering, key is asking the right questions (eliciting requirements), focusing on the topic at hand (Scope), targeting the audience (Decision Maker, Subject Matter Experts), laying down the rules of the Den, and setting expectations. (Project Management).

All too often businesses struggle in the den, whether it’s their evaluation, skill set, lack of business planning, thinking too big (unrealistic expectations) or too small (lack of vision or saleability).

The same applies to Ivanti HEAT Neurons ITSM Implementations. All too often:

  • Developers/Consultants lack implementation experience
  • Developers lack consulting experience, and vice versa, Consultants lack development experience
  • Implementation plans are cookie cutter, blue sky, or virtually non-existent
  • Business requirements have more gaps than solutions
  • Technical requirements are flawed
  • Architecture and Solution Design are afterthought
  • Best Practices are a foreign word
  • Business Process Documentation is non-existent
  • Training is old school and lacks a modern approach

In Summary, I highly recommend you watch a few episodes of Dragons’ Den UK, Canada, and Shark Tank US & Australia, and think about how you can apply the questioning and process of the format to your Ivanti HEAT Neurons Implementation. Better yet. Find yourself a Dragon 😉 and ask yourself…

ARE YOU GETTING THE MOST OUT OF YOUR IVANTI HEAT ITSM IMPLEMENTATION?

Ivanti best practices consultant | ivanti service manager | ivanti itsm | HEAT IT service management | Ivanti Asset Manager | Ivanti ITAM

You are NOT. Not until you talk to me. Guaranteed!

book-discovery-session-with-ivanti-heat-itsm-ivanti-service-manager-ivanti-asset-manager-developer-consultant-former-kifinti-solutions-consultant

Lessons learnt from Dragons' Den UK and Shark Tank Australia Ivanti HEAT Neurons Podcast | Best Practices | Tips & Tricks | Latest Solutions

I started watching Dragons' Den in Canada and then the US version of Shark Tank.  When I ran out of episodes to watch I tuned in to Dragons' Den UK (The Original) as well as the Shark Tank Australia Spin Off.  Another German Spin Off that I tend to watch is "Die Höhle der Löwen" (The Lions' Den) What does all this have to do with Ivanti, HEAT, and ITSM?   More than you think! blog.a19consulting.com

How do you add SLA Metrics such as Compliance, Average Duration, Percentages, and Hours of Operation Calculations to Dashboards?

With skill and finesse!

They said it can’t be done with Dashboards. But they are WRONG…. So Wrong!

  • Yes, you can add Hours of Operation Calculations to dashboards!
  • Yes, you can add averages to dashboards!
  • Yes, you can add aged groups to dashboards!
  • Yes, you can add percentages to dashboards!
  • Yes, you can display data from multiple business objects on one dashboard!

That’s right. DASHBOARDS. Not Reports, not Xtraction, not Power BI, not some other non-native Ivanti Add-On.

Service Request SLA Compliance with Targets Met Hours of Operation Calculation Aging Aged Grouping Averages Percentages multiple business objects charts pies graphs analytic metrics dashboards Ivanti HEAT UK Australia
SLA Compliance Dashboard
Service Request SLA Compliance with Targets Met Hours of Operation Calculation Aging Aged Grouping Averages Percentages multiple business objects charts pies graphs analytic metrics dashboards Ivanti HEAT UK Australia
Resolution Timeframes Dashboard Part
Service Request SLA Compliance with Targets Met Hours of Operation Calculation Aging Aged Grouping Averages Percentages multiple business objects charts pies graphs analytic metrics dashboards Ivanti HEAT UK Australia
SLA Compliance Pivot with Percentage Dashboard Part

Why dashboards and not reports?

  • Reports are ugly outdated third-party with many limitations and no development effort committed to by Ivanti. In fact in 2017 Rapid Reports was introduced for native reporting to replace Reports. Dashboards are sexy and here to stay!
  • Reports are not native, meaning you can not drill-down to the record in Ivanti Service Manager (HEAT). With Dashboards you can!
  • Reports are OK for distribution. If you’re stuck in the 90s!! In today’s shift-left world, the focus is on enabling the Analyst, Manager, Executive with meaningful, timely (LIVE), interactive information in an easy to use simple intuitive interface. With Dashboards you get LIVE interactive meaningful well presented statistics!

With dashboards you can add Hours of Operation Calculations, averages, aged groups, and data from multiple business objects (Incident AND Service Request for example) and much much more.

Are you getting the most out of your Ivanti Reporting?
You are not! Not until you talk to us!

book-discovery-session-with-ivanti-heat-itsm-ivanti-service-manager-ivanti-asset-manager-developer-consultant-former-kifinti-solutions-consultant

ivanti enhancement request australia uk canada

ivanti heat enhancement request for current user function

Please vote for this QUICK WIN that addresses CURRENT GAP and SECURITY RISK:

QUICK WIN: We need a function for CurrentUserInContactGroup similar to CurrentUserInTeam()

Why? For elevated access, SECURITY reasons, and overall improved UI, user experience, and to satisfy business requirements and business processes.

When? For situations where Contact Group members require elevated access.
Elevated Access such as Quick Actions, Command Buttons, Field visibility, Field Required Rules.

For example CAB Members for Change, Knowledge Advisory Group for Knowledge, and Approval Contact Groups for Approvals and Service Requests.

User Stories:

  • As a Contact Approval Group member for example I need to have access to override Approvals.
  • As a CAB Approval Group member for example I need to have access to edit certain fields on a change request, such as Scheduled Start/End Date, etc.
  • As a Knowledge Advisory Group member I should have the ability to Publish Knowledge Articles. The list goes on.

Current GAP, RISK, and Opportunity:
– Switching between Change Manager, Knowledge Manager, SDM, etc) is very cumbersome, limiting, and poses a SECURITY RISK.

For example a CAB Member should not have full Change Manager Access. Same applies to Approval Contact Group Members, Knowledge Advisory Board Members and so on.

Especially Approval Contact Group members have very specific members (Department Heads for example) that should have some additional functionality and security rights but as an Analyst or Self Service User.

Vote for Ivanti HEAT Neurons Enhancemetn Request - Ivanti UK Ivanti Australia Ivanti APAC Ivanti EU
ivanti enhancement request australia uk canada

Rapid Dashboards

As you may recall from a pervious post, the industry trend is Dashboards over Reports.

I recently logged this Enhancement Request with Ivanti. Please be sure to vote HERE!

Rapid Reports was a great enhancements to allow end users to quickly create list and form reports based on Saved Searches.

Another need that many customers have is “Rapid Like Dashboards”, more specifically, end users (Executive/Managers/Analysts) require on-demand dashboards to quickly produce a chart, graphic, pivot table, etc.

This functionality would be a huge quick win leveraging existing dashboard functionality.

The design would be a “Rapid Dashboard” button on list views, similar to rapid reports, with a popup of dashboard templates, for example:
Chart by Month
Chart by Owner Team
Top 10 Chart

where the underlying “Templates” are configured similar to dashboard parts.

ie. Chart by Month > Group by CreatedDateTime, by month etc.

The Rapid Dashboard Template would be configured similar to a dashboard part except “Saved Search” would not be available and based on the currently active Saved Search.

Here is a mock-up. Please be sure to vote!!

Ivanti Dashboard Reporting Rapid Reports SSRS Reports Ivanti Service Manager HEAT ITSM Consulting Australia UK Canada
Ivanti Australia HEAT Melbourne Sydney Adelaide Perth ANZ New Zealand APAC

Password Resets. Incident or Service Request?

Can Password Resets even be logged by a user? Of course!

  1. There are many passwords besides your Single Sign-On (SSO) password.
  2. Self Service can be configured to allow anonymous Incidents and Service Requests.
  3. You could always ask a colleague to log a ticket for you.
  4. You could just pick up the phone and use the Interactive Voice Response (IVR) System, Ivanti Voice to submit a password reset.
  5. You could just pick up the phone and call the Service Desk who then logs the Ticket.

Of course there are those famous hostage and drive-by situations (my favorite Source codes), but I won’t count those. And here you were about to laugh out loud proclaiming you can’t log a ticket without a password. Not mentioning any names. You know who you are. Shout out to my friend in Australia 😉

Now that we have that out of the way….

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?

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.

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
ivanti-best-practices-SDLC-software-development-life-cycle-a19-consulting-ivanti-professional-services-best-practice-systems

Which Software Development Life Cycle (SDLC) do you follow for your Ivanti HEAT Neurons Implementation Projects?

Back in the HEAT for Windows days the only SDLC methodologies that were on the HEAT radar and considered “the norm” were Waterfall and Iterative, and there was little to no discussion about SDLC.

In 2001 Agile entered the stage Lean followed soon thereafter in 2003, and in 2008 DevOps entered the stage. Depending on who you ask, the majority of software development is still Agile, some Lean, and DevOps is the latest contender.

Meanwhile, HEAT for ITSM emerged, was acquired by Ivanti, rebranded Ivanti Service Manager, and again rebranded to Ivanti Neurons for ITSM as part of another practice, the Shift-Left Methodology.

SDLC History

Iterative 1950s

Waterfall 1970

Spiral 1986

Agile 2001

Lean 2003

DevOps 2008

Service Request Parameters and Request Offering UNIQUE ID

Best Practice for designing Request Offerings is to always set a Unique ID for your Request Offering form controls.

Unique ID plays a critical Design & Architecture Role

Unique ID is the Parameter Name which in turn is used for searches, filters, and reporting for Service Requests.

Don’t Do This!

What if you don’t set unique id? You will be in a world of pain when you try to search, filter, or report on Service Request Parameters. In the example above you can see the unique id for the Approving Manager for example is combo_10. That’s not meaningful now is it.

You always want to set a your Unique ID to a meaningful name.

Do That!

But that’s not all… You have many request offerings which have many service request parameters. So you need to use consistent unique id’s across all your request offerings.

Use a Data Dictionary for your Service Request Parameters and use it whenever you’re defining Unique IDs to look up existing Unique IDs and to add new ones.

Data Dictionary

Contact me for a copy of my Data Dictionary!

ivanti implementation packages - former kifinti solutions consultant -best-practices-heat-ivanti-service-manager-ism-itsm-itam-ivanti asset manager

Typical Ivanti Implementation Timeframe

This question came in through my Podcast Question/Topic Form from Andre in Frankfurt, Germany as well as Adrian from Melbourne, Australia.

This question came in through my Podcast Question/Topic Form from Andre in Frankfurt, Germany. What is the typical Ivanti Implementation Timeframe? Ivanti Service Manager (HEAT ISM) Implementations really vary based on business requirements.  There is no quick silver bullet or cookie-cutter Scope of Work, and Estimates can vary greatly between Ivanti Business Partners, and independent consultants. Be sure to listen to what I have to say and my unique insights thanks to 25+ years of Ivanti Service Manager (HEAT) experience. podcast.a19consulting.com

What is the typical Ivanti Implementation Timeframe?

Andre, Ivanti ITSM Project Manager, Frankfurt Germany

Ivanti Service Manager (HEAT ISM) Implementations really vary based on business requirements. There is no quick silver bullet or cookie-cutter Scope of Work, although unfortunately Ivanti and Business Partners, use templates across the board for clients with different needs and business requirements. Worse yet, I see quite a bit of overselling with no clear Implementation roadmap or plan, and far too many implementations go off track due to poor execution, delivery, or budget exhaustion on what was sold as a slam dunk and clearly isn’t.

Implementation Considerations

First and foremost you will want to do a self-assessment of which ITIL processes (Incident, Change, Service Requests, Problem) are a must-have or nice-to-have and build a time-lined roadmap. As well you want to review top obstacles and challenges, see my Ivanti Implementation Poll to see what area of focus resonate.

Once you have established a high-level roadmap you will want to work with a seasoned Ivanti Service Manager Consultant to solidify a scope of work and provide you with estimated effort.

Estimated Effort

Estimates can vary greatly between Ivanti Business Partners, and independent consultants. One factor is the overhead that Ivanti Business Partners have and the guaranteed referrals that Ivanti Business Partners get from Ivanti, and their associated price tag. Independent consultants tend to have much better rates, without the overhead, and without bureaucratic structure, you benefit from working directly with a consultant rather than a team with varying opinions and agendas.

Case and point, while working with several Ivanti Business Partners, it was not uncommon to spend 2 hours a week on status calls with the Ivanti Project Manager, Ivanti Account Manager, Ivanti Territory Manager, Ivanti Customer Service Manager, and Ivanti Business Partner Sales Person. That translated into 8 hours per month of consulting time, and worse yet, days of additional effort as managers had their own agendas and the customer instead of getting the consultative experience, ended up confused and unable to make informed decision based on expert advice.

Ivanti Implementation Packages

With my 25+ years of Ivanti HEAT ISM consulting experience, worldwide, the following Ivanti Implementation Packages have been designed to give customers a direction and starting point but come with the caveat that as mentioned above, estimated effort sizing is required based on the roadmap and deliverables. As always a free no-obligation Discovery Session is needed to tailor an Implementation package to your business requirements.

ivanti implementation packages - former kifinti solutions consultant -best-practices-heat-ivanti-service-manager-ism-itsm-itam-ivanti asset manager

Starter Package | 19 Days

This package is designed for organizations newly implementing Ivanti Service Manager, wanting to fine-tune their system, streamline existing processes, build simple integrations, or requiring basic configurations changes for fundamental ITIL processes.

Critical Path Package | 50 Days

An extension to the starter package, for organizations wanting to take the Ivanti Service Manager Implementation to the next level with advanced configurations and processes, complex integrations, and in-depth configuration of fundamental ITIL processes.

For example one of the following: Procurement, Hardware Asset Management, Software Asset Management, Change Requests, HR Onboarding/Off Boarding.

Ultimate Success Package | 100 Days

For those organizations serious about leveraging Ivanti Service Manager to the max and taking their Ivanti Implementation to the highest level, with advanced configurations, advanced processes, complex, integrations, in-depth automations, workflows, and several complex integrations.
For example one or more of the following: Procurement, Hardware Asset Management, Software Asset Management, Change Requests, HR Onboarding/Off Boarding.

In Summary, my Ivanti Implementation Packages are designed as a guide and starting point for establishing a scope of work and roadmap to excellence.

A Discovery Session is needed to asses which package is best.