DISCLAIMER: Not endorsed by, affiliated with, or sponsored by Ivanti, Cherwell, ServiceNow, Remedy, Infor, or Sage. Any use of the software product names is descriptive of product experience/skillset or used to review the ITSM and CRM products. What is Kaizen, you may ask? Kaizen as you may suspect, is Japanese for "Improvement". It's a concept of business activities to continuously improve all functions for all employees of a company. Mostly used in supply-chain,. Kaizen has been...

DISCLAIMER: Not endorsed by, affiliated with, or sponsored by Ivanti, Workato, Zapier, BMC Remedy.  Any use of the software product names is descriptive of the fact that we have experience with the mentioned ITSM and CRM products Although the term Integration Platform as a Service was invited in 2011, the first such services didn't surface in the Ivanti Neurons for ITSM/ITAM world until about 5 years ago with Zapier, a company that provides integrations for web applications. At that time...

If you would have asked that question 28 years ago, the answer would likely have been quite different. You see ITSM has come a long way since the early Helpdesk days. Back then most helpdesk systems were very basic ticket systems that recorded employee information, symptoms, ticket categories, and allowed you to prioritize and assign tickets. Sure you had some basic business automations like alerts and escalations, and perhaps even some scheduled reports.

DISCLAIMER: Not endorsed by, affiliated with, or sponsored by Ivanti, ServiceNow, Remedy, Infor, or Sage. Any use of the software product names is descriptive of product experience/skillset or used to review the ITSM and CRM products. FAQ Do you really need a dedicated Ivanti Consultant? How important is Ivanti Certification? What time zone are you in? What is the better approach, onsite or remote implementation? What is the typical time frame of an Ivanti ITSM Project? What is your...

Back in the day before Zoom, before Goto Meeting, before the Internet, onsite visits were the only approach. Nowadays you hardly find anyone requiring an onsite and if you do. You really need to ask yourself, why?

Lately on various Social Media Sites there have been quite a few proud posts of Ivanti "Consultants" getting their Certification for Ivanti ITSM. What is Ivanti Certification? And is it important?

Ivanti ITSM has come a long way in the 27+ years I have implemented the various products from HEAT, HEAT ITSM, Ivanti Service Manager, Ivanti Asset Manager, and now Ivanti Neurons for ITSM/ITAM. Surprisingly the Ivanti Professional Services approach has also changed. From in-house consultants, now outsourced to Ivanti Business partners. Is that good, is it bad? How many consultants/developers do you really need for your ITSM Project?

ChatGPT by definition is a large language model trained by OpenAI based on the GPT (Generative Pre-trained Transformer) architecture, designed to understand and generate human-like language, which allows ChatGPT to have conversations with people and answer their questions on a wide range of topics. The purpose of ChatGPT is to assist and provide helpful responses to users. On the surface it looks very promising, but as you dig deeper you will find there are still quite a few glitches and...

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?

Short Answer is NO, you don't need a project manager. In fact, one of the most common mistakes made by companies implementing Ivanti Neurons for ITSM/ITAM aka Ivanti Service Manager (HEAT) is to assign a Project Manager. https://ivantiservicemanagerconsultant.wordpress.com/?p=2425 Don't get me wrong, there are many great project managers out there and there is a need for project manage for many hardware type of implementations and large scale software development.  For Ivanti HEAT Neurons...

One of the most common Ivanti HEAT Neurons 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.   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...

There is a very important distinction between Ivanti HEAT ITSM Developers and Consultants.  You also need to evaluate competency vs skill and number of years experience and Ivanti HEAT Implementations. Be sure to tune in to my Ivanti HEAT Neurons Podcast or read my blog article at https://bitly.com/IvantiDeveloper

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.  This should matter to you.  Tune in to find out why! Blog.a19Consulting.com 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...

If you have any Ivanti Podcast Topics or Questions you'd like me to cover please contact me at http://podcast.a19consulting.com/ Meet your Podcaster Providing HEAT Best Practices and now Ivanti Best Practices, for Ivanti Service Manager, and Ivanti Asset Manager, since 1996, with tried, tested and true implementations and upgrades.   Worldwide in the UK, Europe, Australia, New Zealand, ANZ, APAC, Canada, and the US. Developing, streamlining workflows & business processes for fortune...

Jingle bells, jingle bells.. WAIT, say what?  Christmas Lights?  What do Christmas Lights have to do with Ivanti HEAT Neurons??  EVERYTHING!!! https://itchronicles.com/business-metrics/itsm-esm-christmas-lights/ If your dashboards aren't lighting up like a Christmas tree, and yes I mean green for good and red for bad, for your KPIs and Metrics, including Hours of Operation Calculations, Averages, Percentages, Trends, and complex groupings, then you need to listen to this...

Software asset management (SAM) is a business practice that involves managing and optimizing the purchase, deployment, maintenance, utilization, and disposal of software applications within an organization.  Sounds great, but where do you start?  And what tools are available in Ivanti Service & Asset Manager?  Based on my Ivanti HEAT ISM Blog Post at blog.a19consulting.com Do you have an Ivanti Podcast Topic or Question?  Submit it at podcast.a19consulting.com

In this Podcast, based on the Ivanti ITSM Blog Post of the same title,  we will be covering the history of ITAM, how ITAM has evolved in the last couple years, and what you need to know.  Be sure to take your ITAM Implementation to the Next Level and contact a19 Consulting for a FREE Discovery Session. Implementing ITAM since 1996 www.a19consulting.com

I started watching Dragons' Den in Canada and then the US version of Shark Tank.  When I ran out of episodes to watch I tuned in to Dragons' Den UK (The Original) as well as the Shark Tank Australia Spin Off.  Another German Spin Off that I tend to watch is "Die Höhle der Löwen" (The Lions' Den) What does all this have to do with Ivanti, HEAT, and ITSM?   More than you think! blog.a19consulting.com

Incidents (Break/Fix) and Service Requests (New/Change to Service) are often long debated by companies new to ITSM (IT Service Management). Password Reset Requests do not make the differentiation any easier.  Are they a break/fix or service request? The subject actually goes much deeper as Incidents are viewed negatively.  More incidents, more issues, higher IT instability.  While Service Requests are positively viewed as a demand for IT services. Do you have an Ivanti Podcast Topic or...

This question came in through my Podcast Question/Topic Form from Andre in Frankfurt, Germany. What is the typical Ivanti Implementation Timeframe? Ivanti Service Manager (HEAT ISM) Implementations really vary based on business requirements.  There is no quick silver bullet or cookie-cutter Scope of Work, and Estimates can vary greatly between Ivanti Business Partners, and independent consultants. Be sure to listen to what I have to say and my unique insights thanks to 25+ years of Ivanti...

When it comes to Service Level Agreements (SLAs) there is one important configuration that's overlooked or forgotten. Holidays and Exceptions You've likely seen me post Holiday message on Instagram for the US, Canada, UK, Australia, Europe, Singapore, etc.  Make no mistake about it, Holidays are important.   Your SLA clock is likely ticking away when Incident, Service Request, and Task SLAs should be paused! It's somewhat of a straight forward process to configure SLA Holidays &...

Ivanti Cloud Status Updates consist of important Maintenance Notifications and Operational Status Updates for Ivanti Neurons, Ivanti Service Manager, and Ivanti Asset Manager Cloud Platforms. The Ivanti Status Cloud Page is a great way of staying on top of notifications. Only snag is that there isn't an easy way to see landscape specific updates for your Data Centre. For Ivanti Maintenance Notifications specific to your tenants be sure to visit status.a19consulting.com Ivanti Cloud...

In this podcast Gregor covers the differences between Incident, Problem, Service Request, and Change Requests from a perspective of ITIL definition, helpdesk implementation, Ivanti Service Manager architecture, perception, and reporting. This podcast is based on the blog post found here https://ivantiservicemanagerconsultant.wordpress.com/2021/02/23/what-is-the-difference-between-an-incident-problem-and-service-request/ and was expanded to include Change Requests which are a topic of their...

One of the biggest issues with writing UAT (User Acceptance Testing) test cases, is knowing where to start and insisting on building your test script around the software.  The fact is, you do not need access to Ivanti Service Manager (ISM, powered by HEAT IT Service Management) and it is actually encouraged not to use ISM at all when devising UAT Test Scripts. In this Ivanti HEAT ISM Podcast Episode we will cover UAT Test Cases, Examples, the biggest problems with UAT Test Cases, and how to...