How do you add SLA Metrics such as Compliance, Average Duration, Percentages, and Hours of Operation Calculations to Dashboards?

With skill and finesse!

They said it can’t be done with Dashboards. But they are WRONG…. So Wrong!

  • Yes, you can add Hours of Operation Calculations to dashboards!
  • Yes, you can add averages to dashboards!
  • Yes, you can add aged groups to dashboards!
  • Yes, you can add percentages to dashboards!
  • Yes, you can display data from multiple business objects on one dashboard!

That’s right. DASHBOARDS. Not Reports, not Xtraction, not Power BI, not some other non-native Ivanti Add-On.

Service Request SLA Compliance with Targets Met Hours of Operation Calculation Aging Aged Grouping Averages Percentages multiple business objects charts pies graphs analytic metrics dashboards Ivanti HEAT UK Australia
SLA Compliance Dashboard
Service Request SLA Compliance with Targets Met Hours of Operation Calculation Aging Aged Grouping Averages Percentages multiple business objects charts pies graphs analytic metrics dashboards Ivanti HEAT UK Australia
Resolution Timeframes Dashboard Part
Service Request SLA Compliance with Targets Met Hours of Operation Calculation Aging Aged Grouping Averages Percentages multiple business objects charts pies graphs analytic metrics dashboards Ivanti HEAT UK Australia
SLA Compliance Pivot with Percentage Dashboard Part

Why dashboards and not reports?

  • Reports are ugly outdated third-party with many limitations and no development effort committed to by Ivanti. In fact in 2017 Rapid Reports was introduced for native reporting to replace Reports. Dashboards are sexy and here to stay!
  • Reports are not native, meaning you can not drill-down to the record in Ivanti Service Manager (HEAT). With Dashboards you can!
  • Reports are OK for distribution. If you’re stuck in the 90s!! In today’s shift-left world, the focus is on enabling the Analyst, Manager, Executive with meaningful, timely (LIVE), interactive information in an easy to use simple intuitive interface. With Dashboards you get LIVE interactive meaningful well presented statistics!

With dashboards you can add Hours of Operation Calculations, averages, aged groups, and data from multiple business objects (Incident AND Service Request for example) and much much more.

Are you getting the most out of your Ivanti Reporting?
You are not! Not until you talk to us!


ivanti enhancement request australia uk canada

Rapid Dashboards

As you may recall from a pervious post, the industry trend is Dashboards over Reports.

I recently logged this Enhancement Request with Ivanti. Please be sure to vote HERE!

Rapid Reports was a great enhancements to allow end users to quickly create list and form reports based on Saved Searches.

Another need that many customers have is “Rapid Like Dashboards”, more specifically, end users (Executive/Managers/Analysts) require on-demand dashboards to quickly produce a chart, graphic, pivot table, etc.

This functionality would be a huge quick win leveraging existing dashboard functionality.

The design would be a “Rapid Dashboard” button on list views, similar to rapid reports, with a popup of dashboard templates, for example:
Chart by Month
Chart by Owner Team
Top 10 Chart

where the underlying “Templates” are configured similar to dashboard parts.

ie. Chart by Month > Group by CreatedDateTime, by month etc.

The Rapid Dashboard Template would be configured similar to a dashboard part except “Saved Search” would not be available and based on the currently active Saved Search.

Here is a mock-up. Please be sure to vote!!

Ivanti Dashboard Reporting Rapid Reports SSRS Reports Ivanti Service Manager HEAT ITSM Consulting Australia UK Canada
ivanti heat reporting australia uk europe canada ssrs rapid reports dashboards analytics kpis

9 out of 10 Consultants make this Ivanti HEAT ITSM Reporting MISTAKE!

Over the last 25 years I have seen a lot of changes for Ivanti HEAT ITSM. One change is Reporting.

Back in the HEAT for Windows and early HEAT ITSM days, Crystal Reports was king. In 2014, HEAT switched to Microsoft SSRS Reports with its ITSM platform. That was 7 years ago and SSRS hasn’t changed much. Back in 2014, SSRS was a great tool, but the downside has been and continues to be that it is third-party (Microsoft) product with the designer tool desktop-based requiring hours and days of software development (translation: you need a SRRS Developer).

But before I digress further (Edit: see my PS Note!!)

The Biggest Reporting Mistake that Ivanti HEAT Consultants, business partners, and Customers make is…

Using Reports! Dashboard Reporting is far superior and optimal for every-day on-demand analytics & reporting. Especially in today’s fast-paced high-tech environments. Traditional old school (SSRS) Reports are a thing of the past. Who really shows up to a meeting nowadays with a hardcopy report, or a softcopy for that matter! If you know a HEAT customer that does, then please contact me!!

The world has changed, and so has Reporting!

Software is intuitive and users want less and less clicks. The industry is shifting left and so is Reporting. A shift-left towards Interactive On-Demand Dashboard Reporting that you can bring up in a Team, Managerial, or Executive Meeting to slice-and-dice the data, and drill right down to the ticket level, not days after submitting a development change request but live in the meeting!

Traditional (SSRS) Reports
An eyesore!!!

Why Dashboards? Dashboards can be configured easily and quickly, for various user-roles (Executive, Manager, Analyst, etc.), based on Saved Searches, with Filters, Drill-Downs, and best of all with an Agile Approach and Shift-Left Methodology in mind. Enabling the customer (analyst, manager) to report against the KPIs that are top-of-mind now and best of all without the need for a developer, additional software, or long development cycles.

Ivanti HEAT Neurons ITSM Dashboard Reporting

Dashboards are quick and simple configurations that take from just a few minutes to a couple hours for a complex dashboard part. Best of all dashboards are native to Ivanti!

But wait there is more…

Rapid Reports entered the stage in 2017 and is a hybrid of reports and dashboards in that Rapid Reports are native to Ivanti, no additional software is required, are somewhat easy to configure, based on Saved Searches, and ideal for traditional detailed reporting needs & ticket details (List & Form View).

What about Xtraction?

If anyone recommends Xtraction to you. RUN!!! Analytic Metrics are far better and mature compared to the buggy and costly Xtraction add-on, a LANDesk product, that just like (SSRS) Reporting will cost you time, money, and effort, and leave you disappointed.

In Summary, as much as I like billable consulting time, I would NEVER recommend report development over dashboards.

Not convinced? Here is a comparison. Before you waste another cent on HEAT Reporting that is guaranteed to disappoint, be sure to contact me!

Ivanti HEAT Neurons ITSM Reporting Matrix Rapid Reports Dashboards
Ivanti HEAT Reporting 101

PS: Some history for Crystal Reports (CRW) was originally developed for the Accounting Software package Accpac. Sound familiar? Accpac was acquired from Computer Associates in 2004 by Sage and as of 2012 Accpac is better known as Sage 300 ERP. In any event, the reporting tool became so popular that it was launched as a separate product. Personally I miss the CRW with HEAT.

PPS: Rapid Reports was introduced to Ivanti Service Manager in 2017, adding native reporting capabilities, just around that time the discussion of phasing out SSRS Reports started. No verdict on roadmap yet but that’s okay, there are much better solutions than (SSRS) Reports!

Also with the Cherwell acquisition there is a high likelihood that Cherwell’s Report Writer will be considered as a future replacement.

With Ivanti’s new momentum and roadmap commitment to making searches more “google-like” for 2022, and Cherwell’s Acquisition in early 2021 we are bound to see some exciting dashboard reporting improvements! And hopefully finally SSRS Reports will be replaced!!