Disclaimer: Not endorsed by, affiliated with, or sponsored by Ivanti “Ivanti Consultant”, “Ivanti Developer”, “Ivanti Project Manager” refer to job description, experience, and skill set with Ivanti’s product line and are merely descriptive. 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
I have run into an interesting scenario and discussion with a Service Owner that insists that the SLA clock should Run when Waiting for Approval, more specifically waiting for the requester's manager's approval.
Can Password Resets even be requested by a user? Of course! Read on for 5 ways... ncidents (Break/Fix) and Service Requests (New/Change to Service) are often long debated by companies new to ITSM (IT Service Management)
Unique ID plays a critical HEAT Design & Architecture Role. Parameter Name is used for searches, filters, and reporting for Service Requests
You've likely seen me post Holiday message on Instagram. 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!
Disclaimer: Not endorsed by, affiliated with, or sponsored by Ivanti. This is a review of experiences with Ivanti's ITSM 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 the fact that I have experience with the above-mentioned ITSM and CRM products. "Ivanti Consultant" refers to job description, experience, and skill set
Why would you opt out of one-off emails and implement email summaries? Email notifications become counter productive when there is a flood of email notifications for just 1 incident, service request, or task.
Having the right sample data is key to successful User Acceptance Testing (UAT). Sample input data should be real data, from your existing system, whether it's a database, excel sheet, paper forms, or another artifact. For example tickets from your old HEAT Classic system
Recommendation and best practice is a minimum of 5 tests per UAT Test Script. Anything less is a risk that the client need to evaluate. Anything more may be overkill, but it's better to test more than less, that's for sure.
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