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ITSM Podcast covering Latest Solutions & Best Practices

ITSM Podcast covering Latest Solutions & Best Practices

By Gregor Anton, Freelance Consultant with 100+ ITSM/ITAM/CRM Implementations

CV: Gregor has been providing ITSM/ITAM/CRM Best Practices, Latest Solutions, Development, Consulting, Architecture, and Design since 1996, that's 27+ years, 100+ implementations, worldwide, in the UK, Europe, Australia, Singapore, Canada, USA with products such as but not limited to Ivanti Neurons for ITSM/ITAM, Ivanti Service Manager, Saleslogix CRM, HEAT. Disclaimer: Not endorsed by, affiliated with, or sponsored by Ivanti, or Infor. Any use of the software product names is descriptive of product experience/skillset and used to review the mentioned enterprise software products.
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Currently playing episode

What makes a great Ivanti HEAT Neurons Administrator/Developer/Consultant?

ITSM Podcast covering Latest Solutions & Best PracticesApr 07, 2022

00:00
11:04
Is iPaaS the future for Ivanti Integrations?

Is iPaaS the future for Ivanti Integrations?

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 API was, and to a degree still is, very difficult and time-consuming to implement and maintain, so Zapier was touted as a great solution and possibly the future of integrations. However, a lack of features (at least in the Ivanti universe) as well as cost were the main factors for its fizzling out.

I have to say that I was really impressed by the Workato integration that Ivanti demonstrated on a recent show-and-tell webinar.

Mar 14, 202411:43
When to consider a freelance contractor for your Ivanti Neurons ITSM/ITAM system

When to consider a freelance contractor for your Ivanti Neurons ITSM/ITAM system

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.

Feb 13, 202411:24
Ivanti ITSM Project FAQ by Service Desk Managers

Ivanti ITSM Project FAQ by Service Desk Managers

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 approach?

What are your rates?





Jan 16, 202419:33
Onsite vs Remote Ivanti Consultant/Developer?

Onsite vs Remote Ivanti Consultant/Developer?

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?


Nov 28, 202304:45
What is Ivanti Certification? And is it important?

What is Ivanti Certification? And is it important?

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?

Nov 21, 202305:09
How many Ivanti Consultants and Developers do you need for your ITSM Project?

How many Ivanti Consultants and Developers do you need for your ITSM Project?

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?

Nov 07, 202305:04
ChatGPT and ITSM
Mar 27, 202302:02
Do you really need a Project Manager for your Ivanti Neurons for ITSM/ITAM Implementation?

Do you really need a Project Manager for your Ivanti Neurons for ITSM/ITAM Implementation?

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.

May 18, 202208:50
What makes a great Ivanti HEAT Neurons Administrator/Developer/Consultant?

What makes a great Ivanti HEAT Neurons Administrator/Developer/Consultant?

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!


Apr 07, 202211:04
Developer or Consultant?

Developer or Consultant?

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.


Feb 19, 202203:33
Is Ivanti a Professional Services Provider?

Is Ivanti a Professional Services Provider?

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

Jan 18, 202212:30
About your ITSM Podcaster

About your ITSM Podcaster

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!

Jan 05, 202203:09
Dashboard Reporting & Christmas Lights
Dec 01, 202103:17
Software Asset Management 101

Software Asset Management 101

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.

Nov 19, 202108:11
What is IT Asset Management (ITAM)?

What is IT Asset Management (ITAM)?

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.

Oct 19, 202107:17
Lessons learnt from Dragons' Den UK and Shark Tank Australia

Lessons learnt from Dragons' Den UK and Shark Tank Australia

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 ;)

Oct 01, 202105:55
Password Resets – Incident or Service Request?

Password Resets – Incident or Service Request?

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!

  1. There are many passwords besides your Single Sign-On (SSO) password.
  2. Self Service Customer Portals can be configured to allow anonymous Incidents and Service Requests.
  3. You could always ask a colleague to log a ticket for you.
  4. You could just pick up the phone and use the Interactive Response System (IVR), Ivanti Voice to submit a password reset.
  5. 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.

Sep 16, 202107:10
Typical ITSM Implementation Timeframe

Typical ITSM Implementation Timeframe

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 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.


Sep 07, 202111:35
SLAs red headed step child

SLAs red headed step child

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.

Aug 25, 202106:44
What is the difference between an Incident, Problem, Service Request, and Change Requests?

What is the difference between an Incident, Problem, Service Request, and Change Requests?

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 used to review the ITSM and CRM products.

Jul 29, 202114:31
UAT Test Script Case Examples

UAT Test Script Case Examples

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.


Jul 07, 202110:59
Who owns UAT Test Scripts

Who owns UAT Test Scripts

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.

Jun 17, 202103:49
Email Summaries
Jun 01, 202107:02
Email: Productivity Tool or Time-Waster?
May 25, 202105:39
Common UAT Pitfalls

Common UAT Pitfalls

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.

May 18, 202127:44
What is Regression Testing?

What is Regression 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.


May 11, 202103:32
What is the difference between UAT Testing and System Testing?

What is the difference between UAT Testing and System Testing?

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.

May 10, 202103:14
What is Edge Computing? Shift Left Paradigm?

What is Edge Computing? Shift Left Paradigm?

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.

May 05, 202108:20
ITSM News: Ivanti to Acquire Cherwell to Enable End‑to‑End Service and Asset Management

ITSM News: Ivanti to Acquire Cherwell to Enable End‑to‑End Service and Asset Management

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!


Apr 26, 202103:26
What is User Acceptance Testing (UAT)?

What is User Acceptance Testing (UAT)?

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.


Apr 22, 202108:22
ITSM Implementation Milestones

ITSM Implementation Milestones

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.


Apr 21, 202111:10