ITSM Podcast covering Latest Solutions & Best Practices

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 continuousl...

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...

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 aler...

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...

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 y...

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. 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 all...

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...

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 ac...

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...

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...

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...

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. Jingle bells, jingle bells.. WAIT, say what?  Christmas Lights?   What do Christmas Lights have to do with ITSM products such as Ivanti HEAT Neurons??  EVERYTHING!!! https://itchronicles.com/business-...

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/ski...

We will be covering the history of ITAM (IT Asset Management), how ITAM has evolved in the last couple of 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...

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 Custo...

This question came in through my Podcast Question/Topic Form from Andre in Frankfurt, Germany. What is the typical Implementation Timeframe? 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. Ivanti Service Manager (HEAT ISM) Implementations really va...

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 SLA...

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 . DISCLAIMER : Not endorsed by, affiliated with, or sponsored by Ivanti. Any use of the software product names is descriptive of product experience/skillset or...

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 nee...

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.

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 is no secret that I strongly believe Email is a productivity tool from the last century and recommend against enabling one-off email notifications unless absolute...

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. Do you have a Podcast Topic or Question?  Submit it at podcast.a19consulting.com