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.
Author:Freelance ITSM Consultant
Freelance Consultant, Developer since 1996 with 100+ ITSM/ITAM/ESM Implementations
Extensive Implementation Experience with ITSM products such as but not limited to Ivanti Neurons, Ivanti Service Manager, and HEAT ITSM
Past Customers include Fortune 500 & Global 500 Enterprise Clients, Frontrange Business Partners, Ivanti Business Partners, and private Swiss banks.
Roles and Responsibilities from Project Management, System Architecture, Design, Development, Consulting (technical & functional)
Worldwide in the UK, Europe, Australia, New Zealand, South Korea, Singapore, Canada, and the USA
Disclaimer: Not endorsed by, affiliated with, or sponsored by Ivanti
"Ivanti Consultant" refers to job description, experience, and skill set with Ivanti's product line and is merely descriptive of the fact that I have experience with Ivanti's ITSM products.
I have never been directly employed by Ivanti,
I have been employed by Frontrange Business Partners and sub-contracted by Ivanti Business Partners to work with Ivanti Project Managers and/or Ivanti Implementations
Over the last 2+ decades implementing HEAT IT Service Management and Ivanti Service & Asset Manager, the following implementation milestones, aka rollout milestones, or roadmap have been deeply ingrained and proven to be the ultimate success factor and project structure.
From Scope of Work to Go-Live (Rollout) there are many steps that need to be carefully planned, communicated, and enforced.
THE HANDS-ON, ROLL-UP YOUR SLEEVES, LET’S GET-TO-WORK, HERE IS HOW-YOU-DO-IT, TAKE YOUR ITSM IMPLEMENTATION TO THE NEXT-LEVEL
ITSM Health Check Audit
The purpose of this intense 60 minute ITxM Health Check Audit is to review your current Ivanti Neurons, Ivanti Service Manager (ITSM) and/or Ivanti Asset Manager (ITAM) system and processes to provide you with a Road Map to ITxM Excellence
DISCLAIMER: Not endorsed by, affiliated with, or sponsored by Ivanti. Any use of the software product names describes the fact that we have experience with the mentioned ITSM products and offer related consulting services in a freelance capacity.
During the ITxM Health Check Audit you will learn how to:
Provide massive value with Ivanti Neurons, Service & Asset Manager
Get extraordinary results from your ITSM System
Decrease your support callsand emails
New and easy best practices & latest solutions for your ITSM Implementation
Advanced workflows to streamline your ITSM 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 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.”
— EXP | Helpdesk Manager
Give me just 60 minutes of your time and I GUARANTEEI will improve your ITSM Implementation!
Gregor Anton | a19 Consulting
Only $159.00 USD
DISCLAIMER: We have never been employed by Ivanti, however, we have sub-contracted for Frontrange Business Partners and sub-contracted for Ivanti Business Partners.
When it comes to ITSM Best Practices there is no better source than that of a seasoned Consultant with the voice of experience of years Implementation experience.
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 Developer and/or Administrator
Many ITSM 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 ITSM 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 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 ITSM 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.
An often overlooked best practice is that for file naming conventions.
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 ITSM then you could use 2020-05-19 ITSM – 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 ITSM UAT Test scripts:
Copy of 2020-09-11 – Sample UAT Test Scripts Complete.xls should be 2020-09-11 ITSM – UAT Test Scripts v2
2020-09-11 – Sample UAT Test Scripts Complete.xls should be 2020-09-14 ITSM – UAT Test Scripts v3
In Summary, for file naming conventions use the format YYYY-MM-DD Subject Matter – Topic – v#.
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 your ITSM system 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.
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.
There is more to ITSM 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.
SMART is an acronym for Specific, Measurable, Attainable, Realistic, and Time–bound
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 ITSM 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 ITSM 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 ITSM Project.
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 Procurement process
When: Over the next two weeks with a Target Date of September 19
Where: Go-To Meeting and the Breakout Meeting Room
Which: Standard Business Operating Procedures with guidance from SMEs and Decision Maker
Why: We need to validate the the business processes and requirements.
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.
With ITSM Implementation experience going back to 1996, the ITSM Best Practice System is a result of years of experience, knowledge, and proven methods.
ITSM and CRM Experience
Extensive Implementation Experience with ITSM and CRM products including but not limited to Ivanti Neurons, Ivanti Service Manager, Saleslogix CRM, and HEAT ITSM. As well as ServiceNow, Remedy, SageCRM.
Disclaimer: Not endorsed by, affiliated with, or sponsored by Ivanti, ServiceNow, Remedy, Infor, or Sage. Any use of the software product names describes the fact that we have experience with the mentioned ITSM and CRM products.
100+ ITSM and CRM Implementations since 1996. That’s over 27 years of hands-on consulting, development, integration, and project management experience.
a19 Consulting has been providingProfessional Services for Fortune 500 & 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: We have never been directly employed by Ivanti, although we have been sub-contracted by Frontrange Business Partners and sub-contracted by Ivanti Business Partners to work with Ivanti Project Managers for many Frontrange and Ivanti Projects over the last 27+ years.
Implementations around the world have benefited from our ITSM 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 ITxM 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.
Are you getting the most out of your ITSM Implementation?
You aren’t. Until you talk to me. Guaranteed!
Give me just 19 minutes of your time and I GUARANTEE to improve your ITSM Implementation
Gregor Anton | a19 Consulting | ITSM/ITAM/ESM/CRM | Best Practice Systems
The most important decision you need to make to take your ITSM Implementationto 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 Customers and contact us,we are here to help.
for Freelance ITSM Projects carried out for the Ivanti ITSM toolsets.
Night and Day Compared to Ivanti and other HEAT Consultants & Developers
Ivanti HEAT ITSM To The Next Level
Five Stars All The Way
Very knowledgeable and the years of experience with Ivanti ITSM products are apparent in how thorough the consultation has been!
Best in Class
Unique and Distinctive Ivanti HEAT ITSM Authority
Everyone else said it could not be done!
ITSM Discovery Session
The purpose of the discovery session is to set the wheels in motion, get to know one another, and determine the who, where, what, when, and why of your ITSM Project needs with the goal of establishing a roadmap to help you achieve maximum results and ROI by streamlining your business processes and fine-tuning your ITSM system.
Attendees should be the project owner/decision maker.
Topics covered range from Incident Management, Change Management (Change Control), Problem Management, CMDB, Hardware Asset Management, Asset Bar Code Scanning, Software Asset Management, Software Inventory and Entitlements, Procurement, Service Requests, Request Offerings, Customer Self-Service Customer Support Portals, Email Summaries, Reports, SLAs, OLAs, Dashboards, Analytic Metrics, Workflows, Training strategy.
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 and UAT Test Cases and Scripts.
Today we will focus on a sample high level UAT Action plan:
Refresh UAT with PROD (ISM Administrator)
Push Asset Scanner Packages to UAT (ISM Consultant)
Create UAT Test Cases/Scripts (ISM Administrator/Knowledge Manager; with assistance from ISM Consultant)
Create Documentation for ISM Users (ISM Administrator/Knowledge Manager with assistance from ISM Consultant)
Test Data Preparation (ISM Administrator)
Test Run (ISM Administrator)
UAT Run (ISM Administrator+ Storage Managers)
Remediation (ISM Consultant)*
UAT Run (ISM Administrator+ Storage Managers)*
Including Validation of Documentation and Knowledge Article Creation (ISM Administrator/Knowledge Manager)
Confirm Business Objectives – Sign Off (Project Owner)
Schedule Push to PROD (ISM Consultant)
Communication Plan (Core Team)
ISM Change Control Announcement
ISM Change Control Email with Documentation
Before – for example 3 days before
At PROD Push
After – optional – follow up
PROD Push (ISM Consultant)
Validate PROD Push (Core Team)
PROD Emergency Support – 1 to 2 hours after push – (ISM Consultant)
Providing ITSM Consulting to Fortune 500 enterprise clients and Ivanti business partners (Avante Solutions, Kifinti Solutions, DDS IT, and others), worldwide, since 1996, we have developed an ITAM Best Practice System to complement our ITSM Best Practice System to deliver superior results by implementing simplified standard business processes and improved simplified interface that enables you to do more with less and cut implementation and consulting costssignificantly.
“It takes time to develop an overnight successful Best Practices System. In our case over 2 decades of ITSM Consulting.” says Gregor Anton, a former Kifinti Solutions Consultant, and unique and distinctive authority in the Enterprise Service Management space with his consulting and development experience and extensive insight to best practices going back to 1996 with the HEAT and now Ivanti Service Manager (ISM) and Ivanti Asset Manager (IAM) tools.
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.
Providing ITSM Best Practices with his tried, tested, and true implementations, and upgrades, Gregor now focuses on his company, a19 Consulting, and his a19 Best Practices System.
Gregor has been developing, streamlining, and implementing 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.
The ITAM Best Practices complement the already successful Ivanti Service Manager Best Practices System that Gregor has developed.
Hardware Asset Management features include improved Asset Scanning and Procurement Processes, an integration to Softchoice and many other Vendors, as well as Product Catalog Maintenance features. Software Asset Management also takes a front seat with Vendor integration, contract and entitlement management, and best practices to guide through Software version maintenance, to name just a few features.
“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 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.
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).
Are you getting the most out of your ITAM Implementation?
“Give me just 19 minutes of your time and I GUARANTEE to improve your ITAM Implementation“
Gregor Anton, Consultant since 1996 with 100+ ITxM Implementations
The most important decision you need to make, to take your ITSM 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 ITSM Customers and contact us, we are here to help.
Unique and Distinctive ITxM Authority
“I worked with Gregor at DDS IT, an Ivanti Business Partner that engaged a19 Consulting to provide ITSM Professional Services to our clients and in-house staff in New Zealand and Australia, with Ivanti Service Manager (formerly HEAT IT Service Management by Frontrange).
Gregor, is without doubt a unique and distinctive authority in the ITSM space with his consulting and development experience and extensive insight to best practices going back to 1996 with the HEAT and now Ivanti ISM/IAM products.”
Neill Evans | Solutions Architect | DDS IT | Ivanti Business Partner