With the release of Ivanti Neurons for ITSM 2022.1 the Self Service Home Page now has more configuration options for the widgets.
The latest solution Ivanti clients are now re-evaluating the homepage configuration, including the two buttons for “Report an Incident” and “Request an Item”
This may seem like a very simple solution but it is actually a huge improvement for end users and analysts. Differentiating between Incidents and Service Requests is simple for seasoned consultants however end users struggle with this concept (and so do some analysts). After all, to an end users (the customer), they just want to fill out a “ticket”.
That’s exactly what you can do now, with the latest solution by Ivanti to allow home page configuration.
You can now combine the two buttons into one button and call it “Service Catalog” for example.
That’s exactly what clients on the Ivanti Service Manager 2022.1 release in Australia, UK, and Europe have started doing. If you’re in Canada, the US, or South America, then you’ll need to wait until your scheduled upgrade. Check the latest Ivanti System notifications here.
Ivanti Clients are also choosing user-friendly Category/Subcategories such as “I have an issue with…” and “I need…” to differentiate between “Report an Incident” and “Request Offering” Templates. Client culture dictates the exact wording that users can relate to and easily pick the correct template, whether Incident or Service Request.
In addition to the above, the latest solutions for Self Service are improved load time, custom icons, improved widget controls.
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