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What are the new Ivanti Cloud Data Centers?

In early 2021 Ivanti started moving their Ivanti Cloud Customers for Ivanti Service & Asset Manager to Azure Data Centers. The new data centers are below:

Europe

FFZ Frankfurt, Germany (Europe East)

IRZ Ireland (Europe West)

United Kingdom

LDZ London

APAC

NSZ New South Wales, Australia

Canada

TTZ Toronto (Canada)

Americas

NVZ North Virginia (Americas East)

WAZ Washington (Americas West)

PS: Click your data centre to see Ivanti Maintenance Notifications!

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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 example for Frankfurt FFZ, Australia NSZ, London UK, and Ireland:

Ivanti Cloud Status Page for Europe East | Frankfurt | FFZ

Ivanti Cloud Status Page for APAC | AUSTRALIA | NSZ

Ivanti Cloud Status Page for UK | LDZ

Ivanti Cloud Status Page for Ireland | IRL

Be sure to contact me or leave a comment for a link to your Data Center!

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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.

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Former Kifinti Solutions Consultant launches Ivanti HEAT ISM Podcast

Ivanti HEAT ISM Podcast covers popular Ivanti Service Manager (HEAT ISM), SDLC, ITSM, ITAM, and ESM Topics and is available on Anchor, Spotify, Google Podcasts, Apple iTunes, Breaker Audio, Castbox, Pocket Casts, Radio Public, Listen Notes, and of course via RSS Feed

your Ivanti Podcast Host

LONDON – April 27, 2021 – PRLog — “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.

I decided to create the Ivanti HEAT ISM Podcast as an extension to my Ivanti HEAT ITSM Blog as podcasts are more powerful than a blog entry and allow me to quickly share relevant Ivanti HEAT ISM Information,” says Gregor Anton, a former Kifinti Solutions Consultant.

Gregor
 is a unique and distinctive authority in the Enterprise Service Management space with his consulting and development experience and extensive insight to best practices going back to 1996 with the HEAT and now Ivanti Service Manager (ISM) and Ivanti Asset Manager (IAM) products.

Providing HEAT ITSM Best Practices and now Ivanti Best Practices, with his tried, tested, and true implementations, and upgrades, Gregor now focuses on his company, a19 Consulting, his a19 Ivanti Best Practices System, a19 Ivanti Mobile Applications (Android, iOS)Ivanti ITSM Blog, and now Ivanti HEAT ISM Podcast.

Gregor has been developing, streamlining, and implementing best practices and latest solutions for fortune 500 companies and Frontrange Business Partners (Change Control, Avante Solutions, Kifinti Solutions) and Ivanti Business Partners (Kifinti Solutions, DDS IT), worldwide.  The testimonials speak for themselves.

The ITxM Space (ITSM, IT Service Management, ITAM, IT Asset Management) has never been more exciting, as is the transformation to ESM (Enterprise Service Management).

Are you getting the most out of your Ivanti Implementation?
You are NOT.  GUARANTEED.
Not until you contact a19 Consulting to take your Ivanti Implementation to the next level!

PS:  Have an Ivanti Topic or Question you’d like us to cover?  Submit at http://podcast.a19consulting.com/

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Email Summaries

It is no secret that I strongly believe Email is a productivity tool from the last century and recommend against enabling one-off email notifications unless absolutely necessary.

A much better way and extremely advanced configuration is to create email summaries.

Some popular examples of email summaries are:

  • Daily SLA (Escalation) Email Summaries (combined with a19 SLA Indicator)
  • Daily Assignment (Task) Email Summaries
  • Daily Incident Email Summaries
  • Weekly Change Request Email Summary
  • Software Asset Management – License Reconciliation and Audit Summaries
  • Procurement Purchase Order Summary
  • Hardware Asset Management and Inventory Bar Code Scanning Summaries
  • Service Request Schedule Summary
  • Knowledgebase Activity Summary
  • Project Status Updates

Why would you opt out of one-off emails and implement email summaries? Email notifications become counter productive when there is a flood of email notifications for just 1 incident, service request, or task. Back in the day (last century) when ticket volumes were much lower, email made sense. In today’s fast paced Service Desk world, ticket volumes have gone up and turnaround times have gone down, requiring targeted emails, just-in-time (JIT), meaningful, precise and concise emails.

What happens when HEAT ISM End Users get overwhelmed with emails?

  • Recipients interact with outdated information in emails
  • Recipients spend more time on emails than the actual resolution
  • Recipients create email filters and frankly set and forget or ignore one-off emails
  • Morale goes down and the Ivanti Implementation‘s emails are deemed a nuisance

How to solve the Ivanti service manager email notification dilemma?

Balance, just-in-time emails, with precise, concise information, and email summaries.

When should emails be one-off and when should emails be summarized?

One-off email candidates are any time-sensitive emails, typically high priority. P1 and P2 Incidents Updates, P1/2 Tasks Creations and Escalations, Urgent Service Request for example.

Email Summaries should be employed whenever to expect frequent email notifications on the same subject (think business object) throughout the day. For example summaries of new tasks assigned and outstanding, every morning, or daily incident SLA/Escalation breach warnings and breaches.

What information should be in the email? Email notifications should be precise and concise and contain minimal information, less is more for sure, especially for one-off emails as the information can change quickly. Symptoms for example may get updated and journal notes are added frequently for high priority incidents, so it’s best to redirect the user to a link to open the incident in the HEAT ISM Application.

Advanced Ivanti Service Manager Configuration

How do you implement email summaries? This is an extremely advanced configuration topic that requires scheduled workflows, saved searches, quick actions, and use of the ChildFold and ForEachChild functions to create a custom email summary business object that is used to trigger and manage HTML emails as well as provide the user with a link to the email summary within the HEAT ISM Application, and Email Summary Dashboard for a better overview for executives, managers, service desk analysts, and end users alike.

The simple answer is that if you are still unsure how to implement Ivanti Email Notification Summaries, then seek a seasoned Ivanti Consultant that can get it done.

The estimated effort for a simple email summary is anywhere from 5 to 10 days depending on criteria. Please be sure to contact me or set up a discovery session to take your Ivanti implementation to the next level!

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QR Code to Book Ivanti Service/Asset Manager (HEAT) Discovery Session
It is no secret that I strongly believe Email is a productivity tool from the last century and recommend against enabling one-off email notifications unless absolutely necessary.  A much better way and extremely advanced configuration is to create email summaries.  Do you have an Ivanti Podcast Topic or Question?  Submit it at podcast.a19consulting.com

PS: If you’re still reading this, here is another tip: Consider Targeted Mobile App Notifications and SMS Notifications as well!

PPS: Ask a19 Consulting about their a19 Email Summary Module for Ivanti Service Manager! The first 3 customers that mention my blog, get a special bonus.

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What Input Data is best for UAT?

While obvious to the most seasoned Quality Assurance Analysts and HEAT ISM Consultants, the gathering of UAT Sample Data can be confusing to some and is often poorly documented and executed.

Having the right sample data is key to successful User Acceptance Testing (UAT).

The worst thing you can do is test milli-vanilli and only make up input data without using real data. Using made-up sample data can be confusing to UAT Testers, difficult to follow, and lead to false test results.

UAT is all about validating business requirements and confirming that you can perform your day to day job functions. So why would you want to use some made up data? You don’t. You want to use real live actual data to verify that the new system or feature behaves exactly like your old system, whether HEAT Classic, another software system, Excel, manual forms, legacy application, and so on. In my 25+ years of Ivanti HEAT ISM Implementations I have not come across an implementation that didn’t have some sort of tracking tool or method, spreadsheet, or other artifact that can be used as sample data. Even handwritten logs could make up sample data, and I don’t remember the last time I have seen one of those.

Sample input data should be real data, from your existing system, whether it’s a database, excel sheet, paper forms, or another system or artifact. For example tickets from your old HEAT Classic system, Paper Forms from a manual system (Invoices, Logs, etc), if you’re going digital, or sample rows from an Excel sheet if that’s what you’re replacing. These are just some examples.

Tip: Create a “complete workflow” artifacts of examples from start to finish in the process. One of my clients recently added procurement workflows to the Ivanti HEAT System and created a PDF of sample data for the relevant process, from inception of the procurement request, approval, quote, shipment, receipt, asset tagging, stock administration, invoice, and payment. The artifact was through and included sample data from every step. Some digital, others print outs, and even handwritten notes on the invoices. All of which were important sample data for User Acceptance Testing. It was a one time effort by the Subject Matter Expert (SME) and was invaluable throughout UAT, Training, and overall for discussion purposes. Intangibles were positive user morale, adoption, and a clear understanding of UAT Testers as to what data to use and how the new system would benefit them relating back to how they were doing things before and how that was going to change in the new way of doing things. In other words, the sample data artifacts were valuable Training Knowledge and used for review and discussion purposes, and during ongoing UAT Status Calls and meetings.

Bottom line, use real data that represents the typical type of data to expect and the UAT Team members can relate to. Tip: Ask yourself if the data could be used for training purposes. If it can, then include it as an artifact for training documentation. If it can’t, then ask yourself if the sample data is a good representation of a typical day in the life of the end user.

Furthermore, keep in mind that when there are changes, upgrades, or issues, you will want to have sample UAT Test Data to fall back to.

Is 2 tests per UAT script enough?

Recently a customer asked me if 2 tests per User Acceptance Test (UAT) Script are enough.

This is a good question, UAT testing is key to successful Ivanti HEAT implementations and rollouts of major features/functionality.

How many UAT Tests should be performed per Test Case?

As many as it takes for you and your team to feel comfortable that you can perform your day-to-day job function.

Recommendation and Best Practice is a minimum of 5 tests per UAT Test Script.  Anything less is a risk that the client need to evaluate. Some detailed, complex, and high impact UAT Test Scripts may require at least a dozen of tests for the various scenarios that you have identified. It is better to test more than less, that’s for sure. Perform as many tests as it takes for you and your team to feel comfortable that you can perform your day-to-day job function.

Experience dictates that if UAT (validation of business requirements) isn’t thorough then the likelihood of post-implementation issues, gaps, and problems is much much higher, and can take more time and effort to address than during UAT.   

Intangibles like morale and perception of the new Ivanti HEAT Service Manager system/features can also be negatively impacted.

Also note that you are not bug hunting, so you don’t need to test every single feature and menu item, however you are testing that you can perform your daily job function, so test all the features related to the use case (business process) that apply.

It’s not unlike ordering a fleet of vehicles simply by kicking tires and doing a lap around the parking lot versus more extensive test-drives tailored to the company wide business needs. Sure, everything “might” appear fine, and “might” go fine upon delivery. But those are huge risks to take for a high dollar, high impact, high exposure item that ultimately could lead to work slow down or stoppage.

No matter how detailed your UAT Test Scripts, you need to have a good range of test case scenarios (sample input data) for every test script. Sample input data should be real data, from your existing system, whether it’s a database, excel sheet, or paper forms. For example tickets from your old HEAT Classic system, Paper Forms from a manual system, if you’re going digital, sample rows from an Excel sheet if that’s what you’re replacing. Bottom line, use real data that represents the typical type of data to expect and the UAT Team members can relate to. Tip: Ask yourself if the data could be used for training purposes. If it can, then include it as an artifact for training documentation. If it can’t, then ask yourself if the sample data is a good representation of a typical day in the life of the end user.

The time and effort required is usually negligible. Minutes per test.

A great amount of time and effort has gone into the Ivanti HEAT project, and UAT is a critical milestone in the Software Development Life Cycle (SDLC). So make it count and be thorough on your validation of business requirements, UAT that is.

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Who owns UAT Test Scripts?

Sometimes confusion arises over who owns the User Acceptance Testing (UAT) Test Scripts.

The UAT Test Scripts are owned by the Customer, this is a best practice as the intended use for the UAT Test Scripts is to validate business requirements, which should be aligned to the customer’s operating procedures.   The consultant is external and does not own the business process, operating procedures, or business requirements.   

The HEAT Consultant owns the Solution Design Documentation and System Test Scripts.

This Ivanti Service Manager (HEAT ISM) Podcast Episode clears up some misconceptions about UAT Test Scripts and is based on my blog post from February 18, 2021 which you can visit at https://ivantiservicemanagerconsultant.wordpress.com/2021/02/18/who-owns-uat-test-scripts/

Keep in mind that the UAT Test Scripts are not training guides to the system, but rather steps to validate the business requirements by the owning team. It is up to the owners of the scripts, to maintain the scripts and word the steps in a way that is meaningful to their users.

Are UAT Test Scripts considered Training Material? No. UAT Test Scripts could form a basis for Training Material, however Software has come a long way and the old ways of creating extensive training materials with step by step instructions and days of classroom training are in the past. Web applications nowadays are intuitive and require very little training. Albeit there is always a learning curve for any new application. If more detailed training materials are needed, over and above the training videos and workshop recordings provided by the HEAT Consultant, then a best practice is to have the customer’s training lead or knowledge manager to work with the consultant to tailor customer specific training materials.

Going back to the Analogy used in my blog post “Common UAT Pitfalls“, that of test-driving a car. You as the customer are ultimately responsible for determining the best vehicle make, type, and test driving (UAT Testing) it with your set of criteria. You never want to rely on the, potentially biased, dealership (Consultancy) to tell you what to test-drive. The dealership may give you some tips as to what road to use, just as the HEAT Consultant provides you with some sample UAT Test Scripts, but ultimately the customer is the decision maker and responsible for making the purchases and test-driving before you sign on the dotted line. So be sure to take the system for more than just 1 test-drive and test thoroughly with all conditions and criteria you require.

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Common UAT Pitfalls

User Acceptance Testing (UAT) is where some Ivanti HEAT ISM Projects tends to fall apart. Today I will cover the most common UAT Pitfalls, recommendations, and best practices to put your Ivanti HEAT Project back on track!

Perspective

First and foremost you want to do a review of where the HEAT Implementation Project is at. The typical implementation milestones such as Scope of Work, Requirements Gathering, Solution Design, Prototype, and Business Requirements Sign-Off and/or Prototype Sign-Off have been met. That alone should give the customer confidence. And if it doesn’t, then now is a good time to re-iterate all the successes and milestones met.

Drawing from and relating to previous implementations at the same customer site also gives perspective, for example, if several UAT Test Teams have completed their UAT Test Scripts within 5 days and one team is struggling and taking weeks on in, then that is worth sharing to the struggling team and having other UAT Teams share their experiences and successes.

Try to use analogies wherever possible to explain and clarify where things are at. I like using the analogy of purchasing a car. The customer has requirements, such as family of 4, active life style, living in a 4 season climate, with a medium size budget. The UAT Test Scripts are the test drive. The family is the UAT Team. The consultant wears hats of the sales person and mechanic. Ultimately the family needs to go for a test drive , mom or dad are the ultimate decision makers and lead (UAT Lead) the family, perhaps with their oldest child (the UAT Lead), and all aspects of the requirements are discussed with the sales person and perhaps the mechanic (consultant). The sales person (Consultant) gives some advice on what route to take (sample UAT Test Scripts), and helpful advice as to how the car handles and what features the car has. Ultimately though the Customer needs to test drive the vehicle. Get in, familiarize yourself with the control, adjust the mirrors, seat, and so on. Not unlike familiarizing yourself with the new HEAT System and/or features. And then you take the vehicle for a spin, on the highway, on a city road, on rough terrain, in a parking lot to practice emergency braking, parallel parking, check the trunk, storage space, and all aspects of the day-to-day use of the vehicle (the UAT Test Scripts) and then comes back to the Salesperson with questions. It is very seldom that after carefully studying the market and available vehicles that the customer will come back saying the car is undriveable. So why is it that some User Acceptance Testing sessions go haywire? Keep Reading!

Not having UAT Test Scripts
This by far is the biggest issue that can de-rail HEAT Projects. Validation of Business Requirements is essential, as is a proper UAT Test Plan. UAT Test Scripts are a must have to achieve Implementation Success! Who owns the UAT Test Scripts? The customer. The consultant owns the System Test Scripts and Solution Design. Business Processes, Standard Operating Procedures, Business Requirements, and validation of business requirements (UAT) are owned by the customer. Hence that’s why the consultant does not own the test scripts. Simply put, if you are purchasing a car, you typically have a checklist of requirements that you came up with, not the sales person. You don’t walk unprepared into a car dealership and then sign-off after reading the pamphlet. Do your due diligence!

Not following UAT Test Scripts
Having UAT Test Scripts is a step in the right direction, however execution is key. UAT scripts must be followed to ensure you’re validating business requirements, and the UAT Lead must work closely with the UAT Test team to ensure team members understand what is expected and asking them why they aren’t following a proven process? When you walk into the car dealership, you don’t just start up the car and say ok I’ll take it. You go for a test drive.

Not following the UAT Support Structure
As with any process or procedure, it is important to understand the support structure. The UAT Team Members must know who to turn to when there are questions or issues. The UAT Lead is responsible for coordinating UAT Test Scripts with the Team and ensuring Team Members know what is expected. In the event of questions, the UAT Lead should channel that question to the correct individual, if the UAT lead is unable to answer. Note that T.ogether E.veryone A.chieves M.ore, so be sure to have regular UAT Team Meetings where the UAT Team Members can review their finding s and ask for support (HEAT How-To, Procedural, etc) amongst the TEAM and with the UAT Lead and getting direction from the Decision Maker.

When you purchase a car as a family, then everyone gets a chance to participate in the test-drive, unless of course the kids are toddlers, but even then you need to include them in the test-drive, and strap them into the baby-seat to see if it is up to your requirements. So when family members identify an issue, it goes to the parent. Ultimately it’s the parents that sign off, make and own the decision.

No Collaboration
Some UAT Testers tend to work in silos, creating a list of all the problems the find whereas the best practice is to encourage collaboration, as per the above support structure, and emphasize solutions, not problems.

If your team insists of creating a separate list of problems in outdated tools such as Word, Excel, Notepad, or handwritten, then it’s time to re-emphasize the importance of collaboration and discussing the issues at the next UAT Team Meeting rather than letting the frustrating build up.

When the family members decide to raise problems at every turn of the test-drive, then it’s time to have a family meeting and address the concerns. Is it really a problem with the vehicle? Is there something else going on? Is there some confusion around an aspect of the vehicle?

No Internal Meetings
One of the best practices for UAT is to ensure you have regular standup UAT meetings, daily at first, until you have momentum and are able to move to weekly. These meetings are essential for collaboration and ensuring everyone is working together to find solutions, not problems. Not unlike family meetings, the parents need to be on the same page and the family deserves to know what’s going on and have some input on the decision and test drive results.

Learning Curve
Any new software product or major feature has a learning curve. HEAT is no different. Moving from Excel to HEAT ISM, even moving from HEAT Classic to HEAT ISM has a learning curve, as do major functionality enhancements to HEAT. Without the support structure, collaboration, internal meetings, that that learning curve can be detrimental. It is important that any issues, no matter how big or small or channeled to the UAT Lead and/or Training Lead. If needed, the UAT/Training Lead should make a list of questions for the HEAT Consultant so that areas requiring assistance are addressed. Tip: This is where the a19 UAT Test Scripts Module comes in, by entering Comments for the consultant.

When you’re test-driving a vehicle, there is a leaning curve too, so what do you do, first you do a visual inspection around the car, then inside inspection, check the side mirrors, rear view mirror, familiarize yourself with the control, adjust the seat, and then get familiar with how the car handles. Just like with any new HEAT System or new Ivanti Service/Asset Manager features. It’s quite intuitive. Of course unless you’ve never driven a car or never even used a PC or Google. Then the learning curve will be harder and you need some basic training.

Terminology
When implementing a new system, there often is new terminology or a change in terminology, be it technical or business related. You’ve made it this far, so any new terminology has without a doubt been covered in the many workshops, design sessions, prototype reviews, and at sign-off.

Any questions about terminology should be logged by the UAT Lead, reviewed with the Decision Maker, and if needed, reviewed with the HEAT ISM Consultant. Often it’s just simple changes in terminology, like gas tank or fuel tank. Trunk or boot of the car. If you haven’t heard one term before well then you don’t raise that as a flag and stop driving the car and say it’s unusable. You just ask for clarification and keep on plugging away. It’s not the end of the world, but if you’re confused then raise your hand and talk to the UAT Lead.

Resistance to Change
Change is inevitable. The only constant is change. Yet it’s human instinct to resist change. Change needs to be enforced by the Decision Maker and supported by the UAT Lead. Sometimes the best answer is to re-emphasize “the new way of doing things” and gradually over the time, users will adapt. Like when you purchase an SUV because it fits all the business requirements but many family members really had their heart set on a Sports Car or family members were used to the old gas guzzling family car that had lots of good memories, was no longer economical and the family had outgrown.

Not following or understanding business process/procedure
The key to remember is that the Business drives Technology, and not the other way around. Focus needs to be on the business requirements and operating procedures. Be sure to seek guidance from the Decision Maker if any business operating procedures are unclear. When you’re test driving a car, then you test various aspects of your day-to-day use of the car. Highway driving, city driving, off-road, parking, etc. Everyone on the UAT Test Team (participants) should be well acquainted with their role. New drivers will need more help than others.

Not understanding the UAT Test Script
Some UAT Testers might find UAT Test Scripts hard to follow. Remember these scripts are built by the decision maker and/or UAT Lead, so be sure to raise any questions and make note of any improvements to the UAT Test Scripts. UAT Test Scripts aren’t written in stone and can be updated as needed. Some UAT Test Scripts need no explanation at all, while others may require explanation of a standard operating procedure, steps to take, and input date. If you take a car for a test drive and milli-vanilli decide to do emergency braking on the highway, well that’s going to shock and confuse everyone. So make sure you are clear on what and why you’re testing.

Not having UAT Test Data
While you may get away with using milli-vanilli data (arbitrary data), the best practice is to always use real data and examples from your existing system, whether that system is a sophisticated computer system, excel, or hand written artifacts. You will want to have real life data available that accurately reflects the type of input the tester will be using in day-to-day operations. Simple put, if you’re replacing your Helpdesk Ticket System, use ticket data. If you’re replacing sales order, use sample sales orders. Similar to regression testing, put your old system on the left hand side and the new system on the right hand side and then go through the motions in your old system and replicate in the new system. When you’re test-driving a car, your test data is your current way of doing things, plus some artifacts such as the oversized golf clubs or family bikes or skis that need you need to make sure fit.

Focusing on nice-to-haves versus MUST-HAVES
The key intention of UAT is to validate business requirements (must-have-requirements), not to minimize the number of clicks, or nit-pick UI Design. There is always room for UI Improvement (nice-to-have requests) and that time is after UAT is complete and business requirements have been signed off. This tends to be where some UAT Testers get stuck, focusing on the window dressing instead of the architecture and foundation. When you purchase a car, the accessories are just that. Sure the super expensive surround sound is nice, but is it needed? Are the fuzzy dice, bumper stickers, upgraded paint job, and fancy wheel covers really imperative when conducting road test?

Training Material
Keep in mind that the UAT Test Scripts are not training guides to the system, but rather steps to validate the business requirements by the owning team. It is up to the owners of the scripts, to maintain the scripts and word the steps in a way that is meaningful to their users.

Software has come a long way and the old ways of creating extensive training materials with step by step instructions and days of classroom training are in the past. Web applications nowadays are intuitive and require very little training. Albeit there is always a learning curve for any new application.

If more detailed training materials are needed, over and above the training videos provided by the HEAT Consultant, and workshop recordings of all HEAT Project Sessions to date, then a best practice is to have the customer’s training lead or knowledge manager to work with the HEAT Admin to clarify and if needed, work with the HEAT consultant to tailor customer specific training videos.

However, that shouldn’t stop UAT testing. As always keep moving forward and test what you can, collaborate with your team, and ask for help from the UAT Lead, who can always get help with HEAT specific functionality question from the HEAT Admin.

More often then not, it’s just a matter of getting used to the new way of doing things, reading between the lines, and trust that the most important interface, the chair to keyboard interface, will figure it out.

It’s not unlike getting used to a new card that you’re test driving, it will handle differently then what you’re used to, the gas tank may be called fuel tank and placed on the opposite side of what you’re used to, but doesn’t stop you from the road test. You continue as needed and trust that you will figure out the changes. Owner manuals are time consuming to read, hardly every read, and just collect dust in the glove compartment. A few questions, some help from others, from the experienced drivers, and voila you are mastering the road test in no time.

Waiting until the final hour to ask for help
Some implementations tend to go very smooth while others tend to stagnate with the UAT Team either not testing, focusing on nice-to-haves versus validating must-have requirements, and any combination of the above pitfalls, and then ultimately raising a red flag out of the blue with a long list of issues, that could have been easily addressed as per the above recommendations and best practices.

You don’t wait until the day of the paper signing to mention that rattling noise or performance issue during the test-drive, you mention it right here and then. But it can happen, and if it does, then you go for another test drive and move forward!

Gaps
Although technically not a pitfall the UAT Team might stop testing all together or raise flags when gaps are identified. Ironically Gap Analysis is the intention of UAT, to validate the Business Requirements and identify any show stoppers (gaps). When a gap is identified, it should be raised to the UAT Lead to verify, and if confirmed, reviewed with the decision maker, to prioritize. Showstopper versus implement-later versus nice-to-have. For example, that ski-rack that you need, and isn’t available. Is that a show stopper? If it’s the middle of summer and you can wait until December? Not having 4 wheel drive for country roads in winter conditions for a work truck could be a major gap. And you know what we do with gaps right, we address them, and fill them. Such as ask for the 4 wheel drive model. However make sure you adequately prioritize gaps and just focus on needs, not wants.

HEAT ISM Ivanti Service Manager Asset Manager UAT User Acceptance Testing

In summary, the best practice for Ivanti HEAT ISM UAT is to ensure that UAT Support Structure is followed, UAT Test Scripts are actively used and maintained, real test data is used from your existing system, and the team looks for solutions, not problems, collaborates regularly, and focuses on must-have versus nice to haves, and moving forward with the new way of doing things, realizing there is a learning curve, and the decision makers have signed-off after many workshops, prototypes, and discussions to move ahead and need you to validate that the day-to-day requirements have been met.

It’s not unlike test-driving a new car you want to purchase. You take it for a spin, and take it through the motions of your day-to-day activities. Parking, driving on the highway, check the storage space, handling, ask your significant others opinion, collaborate on your findings, and then focus on must-haves. The nice-to-haves like the fuzzy dice on the rear-view mirror aren’t important. Those you can get to later, after you did some emergency braking, speed tests, and the likes and find the new car is up to snuff. Sure, you need to get used to how it drives, there is a learning curve to any new car. And if the ski rack you want isn’t available now, in mid-summer, well no biggie, not the end of the world. Also rest assured that the decision makers have done their research, kicked the tires, and had many discussions with the dealership to make sure it’s the right fit. And of course the dealership is committed to address any reasonable concerns or issues.

This Ivanti Service Manager (HEAT ISM) podcast is the audio portion of the video created on February 18, 2021. The full blog post and video can be viewed here: https://ivantiservicemanagerconsultant.wordpress.com/2021/02/18/common-uat-pitfalls/