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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/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:

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?


Follow The Sun

There are several ways to configure Follow The Sun with Ivanti Service Manager.

You can use Dashboards to view your Region’s Queue’s.  Workflows can be configured with your organization’s re-assignment criteria.

For example, at the end of business day in APAC, EMEA, and the Americas, HEAT SM can reassign unassigned tickets to the next region.

Ivanti Service Manager Follow The Sun Dashboard
Ivanti Service Manager Follow The Sun Dashboard

Ultimately you will want to keep your Follow the Sun configuration as simple as possible and focus on workflow for unassigned tickets, tickets in triage, and assigned tickets.  Additional criteria to consider are Priority, Ticket Classification, and Service Level Agreements (SLA’s).

Typically I hold a 2 hour workshop with my clients do review and streamline their follow-the-sun process and develop a solution with Ivanti Service Manager.

Feel free to Contact Me to schedule an Ivanti Service Manager ITSM Audit to review your system and processes.