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.
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/developers/freelancers. 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 Developer. And I’m looking for a Junior Developer right now….
The best advice I can give you is to have a discovery session with the candidates to determine which consultant/developer/freelancer 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:
- Night and Day Compared to Ivanti and other HEAT Consultants
- Five stars for Ivanti HEAT Experience, Technical Knowledge, and Consultative Approach
- a19 Consulting took our Ivanti HEAT ITSM System to the Next Level
- Unique & Distinctive Ivanti HEAT ITSM Authority
- Every other Ivanti HEAT Consultant said it couldn’t be done!
Are you getting the most out of your Ivanti HEAT Neurons Implementation?
You are NOT. Not until you talk to me. Guaranteed!
PS: Be sure to read Ivanti Developer or Consultant?
ITSM/ITAM/ESM Blog 
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