One of the most common Ivanti HEAT Implementation challenges identified by clients is “Admin Training“. What seems like an easy quick fix is actually more complicated. It takes more than just Ivanti Training Academy access, Ivanti Business Partner training, and guidance from a seasoned professional. The root cause is really finding the right individual.
But before we get to that, it is important to understand the history of Ivanti Neurons for ITSM, aka Ivanti Service Manager aka HEAT.
Back in the HEAT for Windows days, prior to the emergence of ITSM, long before Ivanti acquired Frontrange and the HEAT Product line, the HEAT product was much simpler. There was less configuration, less complexity, less features, less configuration tools, and the architecture was quite simple. In turn training was somewhat cut & dry. Just a few days of admin training and a couple more days of advanced training. Those days are over.
One thing that hasn’t changed, is the need for the right individual to perform Ivanti HEAT Administration. It’s not for everyone.
Fast forward to today, Ivanti Neurons for ITSM (aka Service Manager aka HEAT) has evolved extensively and in turn the learning curve has increased so much so that many HEAT Admins struggled with HEAT ITSM Admin, and struggle even more so with Ivanti Service Manager aka Ivanti Neurons for ITSM Admin.
Even Ivanti HEAT Developers/Consultants/Freelancers have struggled. There are many long-time Developers/Consultants/Freelancers that with 10 years experience are still considered junior. Ivanti Business Partners struggle finding and retaining Ivanti HEAT Architects and true senior developers/consultants worthy of bearing the title. Arguably we shouldn’t look at the title but evaluate skill set and competence based on # of years experience AND Ivanti HEAT Implementations and even that is not the best measurement as there is quite a range of experience/skill/competence to be considered. Simply put, some consultants are rock stars that get away with playing the same tune over and over again while others are rock stars that made a difference and “rocked” the world with something new that nobody else could or perhaps can pull off again.
So what makes a great Ivanti HEAT Administrator? First and foremost. Self-starters. This is quite a paradox really because the best HEAT Administrators are self-taught and didn’t require what many clients ask for, training. Don’t get me wrong, everyone has to start somewhere and needs a little bit of help, a push, and some documentation. Ultimately though the best Ivanti HEAT Administrators are self-taught and hit the ground running. There really is no substitute for experience. There is no rock-star school or training for the rock idols everyone wants to be like. There are just some basic lessons on how to play the guitar and the rest is up to the individual. No different than online help and the Ivanti Training Academy. You get it or you don’t.
However it’s not all or nothing. There are varies levels of HEAT Administration. Just like there are varies levels of rock stars, including those playing for fun in basements or at the neighbour hood pub.
What are the levels of Ivanti HEAT Administrators?
There are really three types of HEAT Administrators. 1. Those that take care of basic data administration (validation tables, picklists, employee team associations, role changes), create/modify saved searches and quick actions, research the occasional error, maybe dabble in more advanced configuration with the help of some knowledge articles or Ivanti support. 2. Intermediate Administrators that make basic form changes, create business rules, perhaps even relationships and basic data imports. 3. Advanced Administrators that make major configuration changes, introduce new features & functionality, advanced data import connections & integrations, workflows, automation, request offerings, etc. These admins are mostly self taught and have an ability to pick up configuration without much if any training.
Sounds easy enough right? In theory yes. In practicality it’s not as easy and there is one type of individual that trumps all of the Ivanti HEAT Admin levels and makes the Advanced Admin’s head explode with configurations & developments that everyone else, including Ivanti, said it couldn’t be done. Lets face it there are HEAT Administrators and then there are long-time seasoned developers & consultants that can carry out advanced administration in their sleep where others struggle. What’s as common as dirt to them is like an atomic bomb to others. Simply put, there are mechanics that perform oil changes, then there are those working from their home, or a small shop, or a big company, versus mechanics that travelled the globe with not one but several word class racing teams. Every level is important. What sets the levels apart are the results thanks to skill set, experience, competence, self-motivated, problem solver. You don’t become great at something because you take a training course. You problem solve and put in the time & effort to learn on your own. After all, practice is the mother of skill.
With 26+ years Ivanti HEAT Experience and 100+ Ivanti HEAT Implementations worldwide in the UK, Europe, Australia, Canada, and the US, the topic of Ivanti HEAT Administration and Training is one that I’ve seen change over the years and encounter on a regular basis. Bottom line is that sometimes you need more than training. Perhaps it’s time that you considered getting an expert in to take your Ivanti HEAT System to the next level. After all there are three things to consider. 1. The things you know you know. 2. The things you know you don’t know. 3. The things you don’t know that you don’t know. With that said…
ARE YOU GETTING THE MOST OUT OF YOUR IVANTI HEAT ITSM NEURONS IMPLEMENTATION?
You are NOT. Not until you talk to me. Guaranteed!