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.

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ChatGPT and ITSM
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
Dashboard Reporting & Christmas Lights
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?? […]
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 […]
What is IT Asset Management (ITAM)?
We will be covering the history of ITAM, how ITAM has evolved in the last couple 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.
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" […]
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! There are many passwords besides your Single Sign-On […]
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 […]
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, […]
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 […]
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 […]
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.
Email Summaries
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 […]
Email: Productivity Tool or Time-Waster?
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
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 […]