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What makes a great Ivanti HEAT Administrator/Developer?

One of the most common Ivanti HEAT Implementation challenges identified by clients is “Admin Training“. What seems like an easy quick fix is actually more complicated. It takes more than just Ivanti Training Academy access, Ivanti Business Partner training, and guidance from a seasoned professional. The root cause is really finding the right individual.

But before we get to that, it is important to understand the history of Ivanti Neurons for ITSM, aka Ivanti Service Manager aka HEAT.

Back in the HEAT for Windows days, prior to the emergence of ITSM, long before Ivanti acquired Frontrange and the HEAT Product line, the HEAT product was much simpler. There was less configuration, less complexity, less features, less configuration tools, and the architecture was quite simple. In turn training was somewhat cut & dry. Just a few days of admin training and a couple more days of advanced training. Those days are over.

One thing that hasn’t changed, is the need for the right individual to perform Ivanti HEAT Administration. It’s not for everyone.

Fast forward to today, Ivanti Neurons for ITSM (aka Service Manager aka HEAT) has evolved extensively and in turn the learning curve has increased so much so that many HEAT Admins struggled with HEAT ITSM Admin, and struggle even more so with Ivanti Service Manager aka Ivanti Neurons for ITSM Admin.

Even Ivanti HEAT Developers/Consultants/Freelancers have struggled. There are many long-time Developers/Consultants/Freelancers that with 10 years experience are still considered junior. Ivanti Business Partners struggle finding and retaining Ivanti HEAT Architects and true senior developers/consultants worthy of bearing the title. Arguably we shouldn’t look at the title but evaluate skill set and competence based on # of years experience AND Ivanti HEAT Implementations and even that is not the best measurement as there is quite a range of experience/skill/competence to be considered. Simply put, some consultants are rock stars that get away with playing the same tune over and over again while others are rock stars that made a difference and “rocked” the world with something new that nobody else could or perhaps can pull off again.

So what makes a great Ivanti HEAT Administrator? First and foremost. Self-starters. This is quite a paradox really because the best HEAT Administrators are self-taught and didn’t require what many clients ask for, training. Don’t get me wrong, everyone has to start somewhere and needs a little bit of help, a push, and some documentation. Ultimately though the best Ivanti HEAT Administrators are self-taught and hit the ground running. There really is no substitute for experience. There is no rock-star school or training for the rock idols everyone wants to be like. There are just some basic lessons on how to play the guitar and the rest is up to the individual. No different than online help and the Ivanti Training Academy. You get it or you don’t.

However it’s not all or nothing. There are varies levels of HEAT Administration. Just like there are varies levels of rock stars, including those playing for fun in basements or at the neighbour hood pub.

What are the levels of Ivanti HEAT Administrators?

There are really three types of HEAT Administrators. 1. Those that take care of basic data administration (validation tables, picklists, employee team associations, role changes), create/modify saved searches and quick actions, research the occasional error, maybe dabble in more advanced configuration with the help of some knowledge articles or Ivanti support. 2. Intermediate Administrators that make basic form changes, create business rules, perhaps even relationships and basic data imports. 3. Advanced Administrators that make major configuration changes, introduce new features & functionality, advanced data import connections & integrations, workflows, automation, request offerings, etc. These admins are mostly self taught and have an ability to pick up configuration without much if any training.

Sounds easy enough right? In theory yes. In practicality it’s not as easy and there is one type of individual that trumps all of the Ivanti HEAT Admin levels and makes the Advanced Admin’s head explode with configurations & developments that everyone else, including Ivanti, said it couldn’t be done. Lets face it there are HEAT Administrators and then there are long-time seasoned developers & consultants that can carry out advanced administration in their sleep where others struggle. What’s as common as dirt to them is like an atomic bomb to others. Simply put, there are mechanics that perform oil changes, then there are those working from their home, or a small shop, or a big company, versus mechanics that travelled the globe with not one but several word class racing teams. Every level is important. What sets the levels apart are the results thanks to skill set, experience, competence, self-motivated, problem solver. You don’t become great at something because you take a training course. You problem solve and put in the time & effort to learn on your own. After all, practice is the mother of skill.

With 26+ years Ivanti HEAT Experience and 100+ Ivanti HEAT Implementations worldwide in the UK, Europe, Australia, Canada, and the US, the topic of Ivanti HEAT Administration and Training is one that I’ve seen change over the years and encounter on a regular basis. Bottom line is that sometimes you need more than training. Perhaps it’s time that you considered getting an expert in to take your Ivanti HEAT System to the next level. After all there are three things to consider. 1. The things you know you know. 2. The things you know you don’t know. 3. The things you don’t know that you don’t know. With that said…


You are NOT. Not until you talk to me. Guaranteed!

Question from an ITSM client regarding their Ivanti Service Manager tenant: If needed, are we able to create a separate instance for the AP ticketing?
  1. Q & A. Separate Ivanti Service Manager (ISM) instance for AP?
  2. Do you really need a Project Manager for your Ivanti Neurons for ITSM/ITAM Implementation?
  3. What makes a great Ivanti HEAT Neurons Administrator/Developer/Consultant?
  4. Ivanti Developer or Consultant?
  5. Is Ivanti a Professional Services Provider?
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What is the Ivanti Global Academy?

The Ivanti Global Academy is a comprehensive and self-paced training environment that starts at about $5000USD and offers basic HEAT Admin and foundational Ivanti Service Manager courses, videos, and exams.

If you’re new to Ivanti HEAT ISM then this will be a good starting point to cover the basics. To take your Ivanti Service Manager (HEAT) Implementation to the next level, you will want to save yourself time, energy, stress, and money, and contact a seasoned Ivanti HEAT Consultant.

You know the best way to gain the knowledge of someone with 25+ years of Ivanti HEAT Experience?

25 years of experience… There are no shortcuts!

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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.