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)

What are ITSM, ITIL, and Ivanti?

Creating a successful and efficient IT service management (ITSM) model is key to any modern business.

ITSM began with the Information Technology Infrastructure Library (ITIL), which provides best practice guidance and an extensive set of processes and policies for improving IT service delivery and customer satisfaction.

However, there have been many advances in ITSM since the emergence of ITIL. Ivanti is one of the leading ITSM solutions that has been popular not just in recent years, but for almost 3 decades. Bendata brought us HEAT (Helpdesk Expert Automation Tool) with it’s Call Logging application for DOS and then HEAT for Windows. Later on the company went through name changes from Bendata to HEAT Software, and finally Frontrange Solutions (FRS), plus there was a spin-off company, Cherwell, before finally both were acquired by Ivanti, bringing us Ivanti Neurons for ITSM (formerly Ivanti Service Manager).

Ivanti integrates multiple best-in-class tools into a single unified platform and allows organizations to customize the tools to meet their specific business needs. With Ivanti, organizations can reduce their total cost of ownership, simplify IT service management processes, and reduce manual effort. This platform also helps organizations better manage their IT assets and more efficiently manage their IT service delivery processes. Ivanti also provides a secure, compliant environment for storing sensitive data and provides built-in reporting tools to easily track IT performance goals.

In summary, Ivanti is an innovative ITSM solution that can help organizations to improve the quality of their IT services, reduce operational costs, and maximize operational efficiency. It is the perfect solution for organizations looking to optimized IT service delivery and ensure customer satisfaction.

Next time you’re considering an Ivanti Consultant or Developer, it’s helpful to remember the history as there are too many junior Ivanti Developers/Consultants/Project Managers that give themselves the title “senior” with only a few years experience and only a few implementations. Even 15+ year veterans are often junior. How do I know this? After 100+ Ivanti Implementations and consulting and developing for over 27+ years with Ivanti/Frontrange/HEAT around the world, I have encountered too many “senior” consultants/developers that just don’t measure up to what you’d expect. So if you’re serious about getting the most out of your Ivanti Implementations be sure to talk to me first.

Seeking API Developer

Seeking Ivanti (HEAT) Neurons API Developer


  • API Development Experience Ivanti Service Manager (Powered by HEAT) aka Ivanti Neurons for ITSM
  • Attention to detail
  • Self Starter
  • Excellent Communication Skills


  • Configuration of Ivanti Service Manager and Ivanti Asset Manager as per Solution Design Specifications
  • Good understanding of Incident Management, Configuration/Asset Management, CMDB, Business Rules, Workflows, Service Requests, Request Offerings
  • API Development with AAD, DialPad

Apply Here

Ivanti 2022.2 What's New Release Service Manager Neurons for ITSM ITAM Asset Manager UK EU Australia Canada Latest Solutions

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 Neurons for ITSM 2022.2 Release Schedule Latest Solutions Ivanti Service Manager HEAT

Ivanti HEAT ITSM ITAM Service Manager Asset Manager Kifinti Solutions a19 Consulting Australia UK Europe US Canada Toronto London Sydney Melbourne

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

Ivanti HEAT ITSM ITAM Service Manager Asset Manager Kifinti Solutions a19 Consulting Australia UK Europe US Canada Toronto London Sydney Melbourne

What are the new Ivanti Cloud Data Centers?

In early 2021 Ivanti started moving their Ivanti Cloud Customers for Ivanti Neurons, Ivanti Service Manager (HEAT ITSM), and Ivanti Asset Manager (ITAM) to Azure Data Centers. The new data centers are below:


FFZ Frankfurt, Germany (Europe East)

IRZ Ireland (Europe West)

United Kingdom

LDZ London


NSZ New South Wales, Australia


TTZ Toronto (Canada)


NVZ North Virginia (Americas East)

WAZ Washington (Americas West)

Click your data centre to see Ivanti Maintenance Notifications!

Upcoming Data Centre Moves:

Oregon (ORE) Scheduled to be moved August 2021 to Washington (WAZ) and North Virginia (NVZ).

If you have any questions about your scheduled date or the necessary changes for this move, please consult ISM/IAM Cloud Initiative 2021 FAQ Guide or contact us at SaasORE@ivanti.com.

All VPN customers, please check for communication from VPNORE@ivanti.com to discuss the necessary VPN related changes.
For all other questions, please contact Ivanti Global Support.

PS: Be sure to check out the Ivanti Maintenance Notifications

Question from an ITSM client regarding their Ivanti Service Manager tenant: If needed, are we able to create a separate instance for the AP ticketing?
  1. Q & A. Separate Ivanti Service Manager (ISM) instance for AP?
  2. Do you really need a Project Manager for your Ivanti Neurons for ITSM/ITAM Implementation?
  3. What makes a great Ivanti HEAT Neurons Administrator/Developer/Consultant?
  4. Ivanti Developer or Consultant?
  5. Is Ivanti a Professional Services Provider?
Ivanti Cloud Status Page FFZ Franfurt - Neurons - Service Manager - Asset Manager - HEAT Kifinti Solutions Latest Solutions a19 Consulting

Ivanti Maintenance Notifications by Landscape

The Ivanti Status Cloud Page is a great way of staying on top of notifications. Only snag is that there isn’t an easy way to see landscape specific updates for your Data Centre.

For example if your Ivanti Cloud tenant is in Frankfurt Landscape (FFZ), you still see all Landscape on the status page. Sure you could subscribe to email alerts for your landscape only, but lets face it, email isn’t a productivity tool, so I’ve gone ahead and created status pages that filter the rss feed, for Frankfurt, Australia APAC, London UK, Ireland, Toronto Canada, North Virginia USA East, and Washington USA West

Ivanti Cloud Status Updates consist of important Maintenance Notifications and Operational Status Updates for Ivanti Neurons, Ivanti Service Manager, and Ivanti Asset Manager Cloud Platforms. The Ivanti Status Cloud Page is a great way of staying on top of notifications. Only snag is that there isn't an easy way to see landscape specific updates for your Data Centre. For Ivanti Maintenance Notifications specific to your tenants be sure to visit status.a19consulting.com Ivanti Cloud Maintenance Notifications for Ireland | IRL Ivanti Cloud Maintenance Notifications for London UK | LDZ Ivanti Cloud Maintenance Notifications for Frankfurt Germany | FFZ Ivanti Cloud Maintenance Notifications for APAC | AUSTRALIA | NSZ Ivanti Cloud Maintenance Notifications for Toronto Canada | TTZ Ivanti Cloud Maintenance Notifications for North Virginia (America East) | NVZ Ivanti Cloud Maintenance Notifications for Washington (America West) | WAZ

For Ivanti Maintenance Notifications specific to your tenants click and book mark the following:

ivanti heat neurons - holy trinity - stg uat production tenants - ivanti service manager ITSM - Ivanti Asset Manager ITAM

Tenant Review – Holy Trinity

On-Premise (Self hosted) and Cloud Ivanti Neurons, Ivanti Service Manager (ITSM), and Ivanti Asset Manager (ITAM) customers have 3 tenants (environments) that I like to call the “Holy Trinity”.

STG – Stage Environment for Development and System Testing by the Ivanti Consultant / Administrator only

UAT User Acceptance Testing Environment for End User validation of business requirements by the UAT Test Team

PROD – Production Environment

Any configuration changes to Ivanti Neurons ITSM/ITAM should always follow the SDLC (System Development Life Cycle), that is development & system testing in Stage, then push to UAT for End User Acceptance Testing, and finally upon UAT Sign-Off push the changes to PRODUCTION.

ivanti neurons

Ivanti Neurons Update

Ivanti Neurons is the latest name change and rebranding of Ivanti’s Product Line.

What was launched as a separate product, “Ivanti Neurons”, and replaced Ivanti Cloud, now has become the new name for the Ivanti Products for ITSM, ITAM, UEM, etc.  You could call it a “shift left name change”.