ITSM Podcast covering Latest Solutions & Best Practices

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. 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.

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 ITSM however, one of the biggest mistakes you can make is assigning a Project Manager.

From 26+ years Implementation experience and 100+ ITSM implementations, with products such as but not limited to Ivanti Neurons, Ivanti Service Manager, Saleslogix CRM, HEAT, globally for Fortune 500 and Global 500 companies in the UK, EU, Australia, New Zealand, South Korea, Singapore, Canada, and the USA, I can tell you without a doubt that less is more, and 99% of the time, project managers are not needed and typically get in the way of getting things done.

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. 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 Implementation experience and 100+ ITSM implementations, with products such as but not limited to Ivanti Neurons, Ivanti Service Manager, Saleslogix CRM, HEAT, globally for Fortune 500 and Global 500 companies in the UK, EU, Australia, New Zealand, South Korea, Singapore, Canada, and the USA, the topic of Ivanti HEAT Administration and Training is one that I've seen change over the years and encounter on a regular basis.

DISCLAIMER: I have never been employed by Ivanti. "Ivanti Consultant", and "Ivanti Developer" refer to job description, experience, and skill set with Ivanti's products. Also, note that I have never been directly employed by Ivanti, however, I have been employed by and sub-contracted for Frontrange Business Partners and sub-contracted for Ivanti Business Partners to work with Ivanti Project Managers and/or Ivanti Implementations. Why Ivanti? It's my ITSM product of choice!

DISCLAIMER: "Ivanti Consultant", and "Ivanti Developer" refer to job description, experience, and skill set with Ivanti's products.

There is a very important distinction between Ivanti HEAT ITSM Developers, Consultants, and Architects, and of course there are Ivanti Freelancers too. 

You also need to evaluate competency vs skill and number of years experience and number of Ivanti HEAT Implementations.

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.

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

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. Meet your Podcaster

CV: Gregor has been providing ITSM Best Practices, Latest Solutions, Development, Consulting, Architecture, and Design since 1996, that's 27+ years, 100+ ITSM implementations, worldwide, in the UK, Europe, Australia, South Korea, Singapore, Canada, USA with products such as but not limited to Ivanti Neurons, Ivanti Service Manager, Saleslogix CRM, HEAT ITSM. Plus some ServiceNow, Remedy, and SageCRM experience.

But wait, there is more... Systems Integrations with ERP solutions such as SAP, Sage, JDE, PWC, Microsoft Dynamic, and Discovery Tools such as SCCM, End Point Manager (EPM), proprietary banking systems, and others.

Customers include Fortune 500 and Global 500 enterprise clients, Frontrange Business Partners, Ivanti Business Partners, and private Swiss Banks, worldwide in the UK, Europe, Australia, New Zealand, South Korea, Singapore, Canada, and the USA.

DISCLAIMER: I have never been employed by Ivanti. "Ivanti Consultant", and "Ivanti Developer" refer to job description, experience, and skill set with Ivanti's products. Also, note that I have never been directly employed by Ivanti, however, I have been employed by and sub-contracted for Frontrange Business Partners and sub-contracted for Ivanti Business Partners to work with Ivanti Project Managers and/or Ivanti Implementations. Why Ivanti? It's my ITSM product of choice!

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?

DISCLAIMER: Not endorsed by, affiliated with, or sponsored by Ivanti. Any use of the software product names is descriptive of product experience/skillset or used to review the ITSM and CRM products.

We will be covering the history of ITAM, how ITAM has evolved in the last couple years, and what you need to know.

DISCLAIMER: Not endorsed by, affiliated with, or sponsored by Ivanti. Any use of the software product names is descriptive of product experience/skillset or used to review the ITSM and CRM products.

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 ITSM?   More than you think!

DISCLAIMER: Not endorsed by, affiliated with, or sponsored by Ivanti. Any use of the software product names is descriptive of product experience/skillset or used to review the ITSM and CRM products.

PS: Also not a Dragon, Shark, or Lion ;)

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?   

Can Password Resets even be logged by a user?   Of course!

There are many passwords besides your Single Sign-On (SSO) password. Self Service Customer Portals can be configured to allow anonymous Incidents and Service Requests. You could always ask a colleague to log a ticket for you. You could just pick up the phone and use the Interactive Response System (IVR), Ivanti Voice to submit a password reset. You could just pick up the phone and call the Service Desk who then logs the Ticket.  

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.

DISCLAIMER: Not endorsed by, affiliated with, or sponsored by Ivanti. Any use of the software product names is descriptive of product experience/skillset or used to review the ITSM and CRM products.

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 & Exceptions.

There are two types of "Exception" configurations for your Hours of Operation (HOP) Calendar, aka Business Hours:

Recurrent Manual Dates

DISCLAIMER: Not endorsed by, affiliated with, or sponsored by Ivanti. Any use of the software product names is descriptive of product experience/skillset or used to review the ITSM and CRM products.

DISCLAIMER: Not endorsed by, affiliated with, or sponsored by Ivanti. Any use of the software product names is descriptive of product experience/skillset or used to review the ITSM and CRM products.

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 the software system.

This ITSM Podcast Episode clears up some misconceptions about UAT Test Scripts

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.

Gregor share his experience with ITSM Implementations, more specifically Common User Acceptance Testing pitfalls.

CV: Gregor has been providing ITSM Best Practices, Latest Solutions, Development, Consulting, Architecture, and Design since 1996, that's 27+ years, 100+ ITSM implementations, worldwide, in the UK, Europe, Australia, South Korea, Singapore, Canada, USA with products such as but not limited to Ivanti Neurons, Ivanti Service Manager, Saleslogix CRM, HEAT ITSM. Plus some ServiceNow, Remedy, and SageCRM experience.

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.

CV: Gregor has been providing ITSM Best Practices, Latest Solutions, Development, Consulting, Architecture, and Design since 1996, that's 27+ years, 100+ ITSM implementations, worldwide, in the UK, Europe, Australia, South Korea, Singapore, Canada, USA with products such as but not limited to Ivanti Neurons, Ivanti Service Manager, Saleslogix CRM, HEAT ITSM. Plus some ServiceNow, Remedy, and SageCRM experience.

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.

It never ceases to amaze me how many people mistake UAT Testing and System Testing.

CV: Gregor has been providing ITSM Best Practices, Latest Solutions, Development, Consulting, Architecture, and Design since 1996, that's 27+ years, 100+ ITSM implementations, worldwide, in the UK, Europe, Australia, South Korea, Singapore, Canada, USA with products such as but not limited to Ivanti Neurons, Ivanti Service Manager, Saleslogix CRM, HEAT ITSM. Plus some ServiceNow, Remedy, and SageCRM experience.

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.

What is Edge Computing? Shift Left Paradigm?  

Nirvana vs Realistic Expectation

DISCLAIMER: Not endorsed by, affiliated with, or sponsored by Ivanti. Any use of the software product names is descriptive of product experience/skillset or used to review ITSM/ITAM/ESM/Discovery products.

DISCLAIMER: Not endorsed by, affiliated with, or sponsored by Ivanti. Any use of the software product names is descriptive of product experience/skillset or used to review the ITSM and CRM products.

This is exciting news! Looking forward to reconnect with former Bendata/Frontrage HEAT Employees that went to the dark side and joined Cherwell! As well as former Change Control / Burntsand and present Avante Solutions / Kifinti Solutions Consultants!

This ITSM podcast episode focuses on UAT, Test Cases, Scripts, common UAT mistakes and problems, and how to overcome them. 

CV: Gregor has been providing ITSM Best Practices, Latest Solutions, Development, Consulting, Architecture, and Design since 1996, that's 27+ years, 100+ ITSM implementations, worldwide, in the UK, Europe, Australia, South Korea, Singapore, Canada, USA with products such as but not limited to Ivanti Neurons, Ivanti Service Manager, Saleslogix CRM, HEAT ITSM. Plus some ServiceNow, Remedy, and SageCRM experience.

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.

Today'spodcast is on the topic of Implementation Milestones. CV: Gregor has been providing ITSM Best Practices, Latest Solutions, Development, Consulting, Architecture, and Design since 1996, that's 27+ years, 100+ ITSM implementations, worldwide, in the UK, Europe, Australia, South Korea, Singapore, Canada, USA with products such as but not limited to Ivanti Neurons, Ivanti Service Manager, Saleslogix CRM, HEAT ITSM. Plus some ServiceNow, Remedy, and SageCRM experience.

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.