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Best Practices Ivanti Service Manager

ITxM Health Check Audit

ANNOUNCING

THE HANDS-ON, ROLL-UP YOUR SLEEVES,
LET’S GET-TO-WORK, HERE IS HOW-YOU-DO-IT,
TAKE YOUR IVANTI SERVICE MANAGER IMPLEMENTATION
TO THE NEXT-LEVEL

ITxM HEALTH CHECK AUDIT

The purpose of this intense 60 minute ITxM Health Check Audit is to review your current Ivanti Service Manager (HEAT ITSM, ISM) and/or Ivanti Asset Manager (IAM, ITAM) system and processes to provide you with a Road Map to ITxM Excellence

During the ITxM Health Check Audit you will learn how to:

  • Provide massive value with Ivanti Service Manager
  • Get extraordinary results from your Ivanti System
  • Decrease your support calls and emails
  • New and easy best practices for your Ivanti Implementation
  • Advanced workflows to streamline your Ivanti systems and processes
  • Cut your Ivanti ISM Project costs in half and double your return
  • Take your Ivanti Service Manager Implementation to the next level!
  • Plus… many more ideas, concepts, systems, and strategies

Success with Ivanti Service Manager is not a mystery…
It’s a SYSTEM!

See what others have to say:

“EXP had completed an Implementation of the Ivanti Service Manager and Asset Manager toolset. The implementation team from Kifinti Solutions were helpful in getting it up and running, but we needed someone that could take EXP to the next level and configure the tool so we could utilize all of its potential, with the latest solutions and Ivanti Best Practices. As EXP was also in a transition period where our processes and workflows were being redefined, Gregor and a19 Consulting were able to work with us to align our working processes with the workflows within the Ivanti Service Manager tool.”

— Steven Morin | EXP | Helpdesk Manager

Former Kifinti Solutions Consultant - gregor@kifinti.com now focusing on a19 consulting Best Practices and Ivanti Professional Services

Give me just 60 minutes of your time and
I GUARANTEE I will improve your Ivanti Implementation!

Gregor Anton | a19 Consulting

Only $159.00 USD

Why is it so inexpensive?

We are an independent consulting company going back to 1996 with HEAT IT Service Management and Ivanti Service Manager and have developed best practices systems for Ivanti Business Partners and Fortune 500 Clients for over 2 decades. This session acts as an ‘acid test’ for your company. A truly distinctive experience and one that can only be appreciated first hand.

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Ivanti Best Practices

Ivanti Best Practices: UAT

When it comes to Ivanti Best Practices there is no better source than that of a seasoned Consultant with the voice of experience of years of Ivanti Professional Services, Ivanti Implementations, Upgrades, with Ivanti Service Manager (powered by HEAT IT Service Management) and Ivanti Asset Manager.

One of the most crucial steps in System Development Life Cycle (SDLC) is User Acceptance Testing (UAT), a type of system and business objective validation, performed by the end users, and business objective sign off by the project owner; not to be confused with System Testing which is performed by the Ivanti Developer and/or ISM Administrator

Many Ivanti Service Manager implementations fall short when it comes to proper UAT Testing, be it due to a lack of resources, time, or budget, but more often than not due to a shortcoming of proper UAT Action Plan, UAT Test Cases and Scripts and a lack of Best Practices, Strategy, Coordination, and Planning.

Today we shall focus on Ivanti Best Practices for UAT.

UAT Best Practices

  • Daily Stand-Up Calls coordinated by the decision maker and UAT Test Lead with the UAT Test Team
    • Review of UAT Decision Tree
    • Review Test Results, questions, unexpected behaviour, workarounds, tester comments
    • Review Reference Data to-do list for PROD
    • Identify key areas for training (bullet points) 
    • Test Case Maintenance – identify new test cases or changes needed to existing test cases
    • Daily Email Summary to the ISM Consultant, bullet points, of areas that need to be addressed, identifying “show-stoppers” and “must-haves”, “questions”
  • Scribe – Appoint a person to take meeting notes, and keep track of any “nice-to-haves”, “parking lot items”, “knowledge articles” needed.  Typically this function falls on the Knowledge Manager/Trainer.
  • Weekly Calls with ISM Consultant to review the progress, test results, and discuss UAT remediation scope.
  • Focus on Job Functions, not features, not enhancements, not future phases. 
  • No Bug Hunts – The point of UAT is not to find bugs.  It’s to ensure day-to-day functions can be carried out and the steps for those job functions are documented for training purposes.   Any unexpected behaviour can be recorded in tester comments.
  • Keep it Simple – Focus on test cases at hand.  If there are any issues, make sure to record the reference #, 1 or 2 screenshots, bullet point tester comments, no need for long novels with pages of screenshots.  

For more information and to reserve your a19 Consulting – Ivanti Best Practice System Implementation be sure to contact us!

Categories
Best Practice System Ivanti Best Practices Press Releases UAT

Former Kifinti Solutions Consultant releases a19 UAT Test Scripts Module for Ivanti Best Practices System

Gregor, a former Kifinti Solutions Consultant, is without doubt a unique and distinctive authority in the Ivanti ITSM space with his consulting and development experience and extensive insight to best practices going back over 24 years with the HEAT and now Ivanti Service Manager (ISM) and Ivanti Asset Manager (IAM) products.

Kifinti Solutions consultant Gregor releases Ivanti Best Practices System for a19 consulting Ivanti Professional Services
Gregor Anton
a19 Consulting
 
“Give me just 19 minutes of your time,
and I guarantee
I will streamline your
Ivanti Service Manager implementation”

Providing HEAT Best Practices and now Ivanti Best Practices, since 1996, with his tried, tested, and true implementations and upgrades, Gregor now focuses on his company a19 Consulting which provides Ivanti Professional Services and Ivanti Best Practices.

ivanti best practices by a19 consulting ivanti professional services former kifinti solutions consultant heat it service management gregor ivanti service manager
Ivanti Best Practices

Developing, streamlining, best practices and latest solutions for fortune 500 companies and Frontrange Business Partners (Change Control, Avante Solutions, Kifinti Solutions) and Ivanti Business Partners (Kifinti Solutions, DDS IT), worldwide.

Ivanti Best Practices - UAT Testing - Test Cases - Ivanti Service Manager - Ivanti Asset Manager - HEAT - a19 Consulting - Ivanti Professional Services

a19 UAT Test Scripts Module for Ivanti Service Manager (HEAT)

The a19 UAT Test Scripts module significantly improves your Ivanti Service Manager Implementation, Upgrades, and collaboration internally and with your Ivanti Consultant.

Gone are the days of using Excel for UAT Test Scripts, or worse, heading into darkness without UAT Test Scripts!

Long time Ivanti Consultants, Ivanti Business Partners, and Ivanti Customers alike only dream of having a simple UAT Test tool that cuts their implementation time and cost.

Lets face it, when you’re implementing Ivanti Service Manager, you want to focus on strategy and quick execution. Validation Testing is the #1 problem with most ISM Implementations, upgrades, customizations, and integrations due to a lack of UAT Test Scripts.

The #2 problem is a lack of process. With an average of over 100 test cases, you need a tool that redefines your Ivanti Service Manager Validation Process.

The #3 problem is collaboration. How do you keep your team’s morale up and focused on the key areas for testing when you don’t have a proper UAT Testing System that’s real-time, easy-to-use, and clearly defines key roles, responsibilities, and lets the Subject Matter Experts focus on their area of expertise when you don’t have a proper system?!

On top of that, you need precise, concise, timely, and relevant Test Cases and Results to make informed decisions and identify actions needed, all while keeping a bird’s eye view with relevant dashboards, analytics, FAQs, announcements, simplified ISM Change Control, and an executive summary.

The Latest Ivanti Solutions and Best Practices just got more exciting with the a19 UAT Test Scripts Module for the a19 Ivanti Best Practices System by long time Ivanti Service Manager (HEAT by Frontrange) Consultant and Developer Gregor Anton from a19 Consulting.

Gregor and a19 Consulting were able to work with us to align our working processes with the workflows within the Ivanti Service Manager tool, leveraging a19 Ivanti Best Practices and latest solutions. The implementation team from Kifinti Solutions were helpful in getting it up and running, but we needed someone that could take EXP to the next level and configure the tool so we could utilize all of its potential.” says Steven Morin, Helpdesk Manager, at EXP.

Contact Gregor at a19 Consulting

and take your UAT Testing to the next level!

Just see what others had to say! Click here to find out.

Press Release

Categories
Best Practices

Best Practices: File Naming Convention

An often overlooked best practice is that for file naming conventions, albeit not an Ivanti Service Manager Best Practice, it certainly is a best practice you should consider for your Ivanti Service Manager and Ivanti Asset Manager Projects.

Files should always be renamed with a prefix of the last modified date in YYYY-MM-DD format, for sorting purposes, and contain a meaningful name and version number.

The file name itself should be meaningful to the subject matter and topic at hand, for example if you’re working on UAT Test Scripts for Ivanti Service Manager then you could use 2020-05-19 HEAT ISM – UAT Test Scripts as the complete file name. Leading Date, Subject Mater, and Topic.

Descriptions such as “final” and “complete” should also be discouraged as 99% of the time there will be revisions.

This best practice ensures files are easily found, sorted, and clearly indicate the last modified date, version, and file contents.   

Note that the file saved date/time often changes as files are sent via email, download again, copied, or saved by mistake.

For example, Task #8043 has two attachments and without proper file naming conventions it is unclear which file is the latest for the Ivanti Service Manager UAT Test scripts:

  1. Copy of 2020-09-11 – Sample UAT Test Scripts Complete.xls
    should be
    2020-09-11 HEAT ISM – UAT Test Scripts v2
  2. 2020-09-11 – Sample UAT Test Scripts Complete.xls
    should be
    2020-09-14 HET ISM – UAT Test Scripts v3

In Summary, for file naming conventions use the format YYYY-MM-DD Subject Matter – Topic – v#.

Categories
Best Practices SDLC UAT

What is UAT Testing?

  • The purpose of User Acceptance Testing (UAT) is to test use cases, that is specific day-to-day operations in the life of an end-user and their required tasks to perform their job function
  • UAT Testing differs from System Testing in that System Testing is focused on software functionality.   UAT Testing is focused on job function, that is day to day operations can be performed.  Therefor access to Ivanti Service Manager (powered by HEAT) is not needed to build UAT Test cases, in fact it is discouraged to use HEAT as your focus should be on building use cases about day to day operations, operating procedures, such as Logging an Incident, searching for customers, assigning 2nd level support, and so on.
ivanti best practices regression testing user acceptance testing uat ivanti service manager ivanti asset manager a19 consulting ivanti professional services best practice systems
  • Regression testing refers to testing of existing functionality to ensure that recent changes do not adversely affect existing features.  For example, when implementing Asset Management, the existing Incident functionality is tested to test use cases such as creating an incident, creating a task, updating incidents, closing tasks, incidents, etc. In addition to UAT Test Scripts, you will want to do a comparison of existing workspaces, existing functionality, and existing features, to ensure existing functionality has not been impacted.

If you’re looking for sample UAT Test Scripts, be sure to contact us!

Categories
Best Practices Ivanti Ivanti Project

Smart Goals

There is more to Ivanti Service Manager Consulting Projects than software & systems. You need to take a holistic approach and carefully plan your implementation, upgrades, and enhancements. It starts without the software, and requires strategy over tactics. It all starts with goals. S.M.A.R.T. Goals.

ivanti-best-practices-a19-consulting-smart-goals-project-tip-latest-solutions-former-Kifinti-consultant
Ivanti Project Best Practice
More than just IT
  • SMART is an acronym for Specific, Measurable, Attainable, Realistic, and Timebound
  • Goals should be as specific as possible, even if this means breaking them down, by including answers to the popular “W” questions: Who, What, When, Where, Which, Why
  • If a goal is not measurable, it is not possible to know whether a team is making progress toward successful completion. If it’s an Ivanti Project that’s going to take a few months to complete, then set some milestones by considering specific tasks to accomplish.

    A goal needs to be achievable, but at the same time it must not be too easy.
  • A goal that supports or is in alignment with other goals would be considered a relevant goal, focusing on something that makes sense with the broader business goal or Ivanti Project.
  • A time-bound goal is intended to establish a sense of urgency. After all a goal that lacks realistic timing, changes are you’re not going to succeed with your Ivanti Project.

Smart Goal Example

For example, if you’re creating UAT Test Case Scripts, your Smart Goals would be:

  • Specific:
    • Who: UAT Test Lead, designated UAT Team, and Subject Matter Experts (SMEs) as outlined by Roles & Responsibilities Matrix
    • What: Create day to day use case scenarios for job functions for the Ivanti Asset Manager Procurement process
    • When: Over the next two weeks with a Target Date of September 19
    • Where: Go-To Meeting and the Ivanti Breakout Meeting Room
    • Which: Standard Business Operating Procedures with guidance from SMEs and Decision Maker
    • Why: The UAT Test Case Scripts will be used for User Acceptance Testing (UAT) by the broader UAT team to ensure day to day job functions for the Asset Scanning, Procurement Process, Sales Order Life Cycle, Fulfillment, and Invoice Workflow can be carried out with the newly implemented Ivanti Asset Manager system by a19 Consulting.
  • Measurable: Milestones, at least three internal meetings, and breakout sessions for the SMEs for the below categories, with at least 6 test cases that are aligned to the Standard Operating Procedures; Regression Testing, Asset Scanning, Procurement.
  • Achievable: Focus on day-to-day job functions as outlined by the SOPs and seek guidance from SMEs and the decision maker as needed.
  • Relevant: Day to day job functions only as per the SOPs. Do not use the software, this would be system testing, focus is on job functions and satisfying day to day operational tasks.
  • Time-bound: Target Date September 19, with first meeting on September 10, follow up meeting on September 15, and review September 17th.

Remember T.ogether E.veryone A.chives M.ore!

Categories
Ivanti Asset Manager Ivanti Service Manager Ivanti Service Manager Upgrades Software Inventory Tracking

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.

Ivanti Asset Manager

Ivanti Asset Manager (IAM) is a much talked about “new” product that was released with ITxM 2018.3 and actively promoted with ITxM 2019.1.

ITxM 2019 in fact consists of Ivanti Service Manager (ISM) and Ivanti Asset Manager (IAM).

Ivanti Asset Manager has been around for a while and Ivanti Service Manager, formerly known as HEAT, has done Asset Management since its early HEAT for Windows days in the 1990’s.

Software Asset Management followed a little later with the HEAT ITSM using Software Inventory and Software Product Configuration Items (CI).

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Software Asset Management

IAM Business Objects

To someone new to ISM/IAM the SAM implementation looks like something of a “Frankenstein hodge podge”. There is a combination of Legacy, DSM, and IAM business objects, and relationships. That is by design. Upgrades from HEAT SM, DSM, and ISM to IAM vary, as do discovery tools and sources, plural, (more on that on a future post) and so do requirements as per business processes and standard operating procedures (SOP).

Getting Started with SAM

Strategy. Architecture. Processes. There really is not quick and easy way to just “install”SAM. Careful consideration, planning, and data analysis is required to determine where you are today, where you want to go, and the steps to take you there. While there are some common practices and implementation methods, every organization has variances that must be considered, carefully. What are your sources? What data are you capturing, where and how? What processes are manual versus automated. How are you tracking your licenses and entitlements today, what details, and at what level. Vendors, Manufacturers, Versions, Features, License Keys, etc. What does you procurement process look like? Alerts, renewal reminders? It’s best you start simple with data analysis, process analysis, document workflows, processes, entity relationships (ERD), and build a proof of concept, followed by a prototype to validate each step of the process.

If your Software Asset Management really is a simple slam-dunk, then all of the above steps will be very quick, but I can almost certainly guarantee you from experience that there are always variances. The devil is in the details as you say. And usually with the most complex and expensive software titles and products.

a19 Consulting - Ivanti Professional Services - itsm - itam - sam - ivanti service manager - ism - ivanti asset manager - iam - hardware software asset management - software entitlement - reconiciliation hot seat audit
a19 ITxM Audit
Ivanti Service & Asset Manager

Before you tackle the gargantuan task of software asset management be sure to contact a19 Consulting Professional Services and put yourself in the hot seat with the a19 Software Asset Management audit.

Categories
Ivanti Ivanti Asset Manager Ivanti Service Manager

Ivanti Best Practices

With Ivanti Implementation experience going back to 1996, the Ivanti Best Practice System is a result of years of experience, knowledge, and proven methods.

Ivanti Professional Services

a19 Consulting has been providing Ivanti Professional Services for Ivanti Service Manager (formerly HEAT IT Service Management by Frontrange), since 1996, and it shows!

Developed by a veteran Ivanti Consultant and Systems Developer, who has consulted for and mentored Frontrange Business Partners (Change Control, Avante Solutions) and Ivanti Business Partners (Kifinti Solutions, DDS IT) alike.

Implementations around the world have benefited from the Ivanti Best Practice System

The ITxM Space (ITSM, IT Service Management, ITAM, IT Asset Management) has never been more exciting, as is the transformation to ESM (Enterprise Service Management).

Lets take your Ivanti Implementation to the next level, with the latest solutions, best practices, workflow automation, integrations, and so much more!

Best Practices for almost every sector, including, but not limited to Government, Financial, Insurance, Communications, Information Technology, Energy, Utilities, Education, Retail, Manufacturing, Pharmaceutical, Medical, Aerospace, Entertainment, Food, Health Care, Transportation, Engineering.

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a19 Consulting
Ivanti Best Practices
Ivanti Professional Services
for Ivanti Service and Asset Manager (ISM/IAM)

Worldwide Since 1996

from Austria and Australia to Brussels, Calgary, Denver, Edmonton, Frankfurt, Georgia, Halifax, Italy, Kelowna, London,  Montreal, New York, Ottawa, Penticton, Quebec, Rochester, Singapore, Toronto, Utah, Vancouver, Winnipeg, Yellowknife, Zurich

Are you getting the most out of your Ivanti Implementation?

Former Kifinti Solutions consultant Gregor releases Ivanti Best Practices System for a19 consulting Ivanti Professional Services

Are you getting the most out of your
Ivanti Implementation?
You aren’t. Until you talk to me.
Guaranteed!

Give me just 19 minutes of your time and
I GUARANTEE to improve your
Ivanti Service Manager Implementation

Gregor Anton | a19 Consulting | Best Practice Systems

The most important decision you need to make to take your Ivanti Implementation to the next level is contacting us. Before it’s too late. Our resources book up weeks and sometimes months ahead of time, for good reason. Join other Ivanti Customers and Ivanti Business Partners and contact us, we are here to help.