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:

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.

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.

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.

On-Premise (Self hosted) and Cloud Ivanti Neurons, Ivanti Service Manager (ITSM), and Ivanti Asset Manager (ITAM) customers have 3 tenants (environments) that I like to call the "Holy Trinity".

https://blog.a19consulting.com

STG - Stage Environment for Development and System Testing by the Ivanti Consultant / Administrator only

UAT - User Acceptance Testing Environment for End User validation of business requirements by the UAT Test Team

PROD - Production Environment

Any configuration changes to Ivanti Neurons ITSM/ITAM should always follow the SDLC (System Development Life Cycle), that is development & system testing in Stage, then push to UAT for End User Acceptance Testing, and finally upon UAT Sign-Off push the changes to PRODUCTION.

https://www.a19consulting.com

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 absolutely necessary.  A much better way and extremely advanced configuration is to create email summaries.

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

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.

I get this question alot from my ITSM clients that use the Ivanti Service Manger (formerly HEAT) toolset.

Ivanti Neurons is the latest name change and rebranding of Ivanti’s Product Line.

What was launched as a separate product, “Ivanti Neurons”, and replaced Ivanti Cloud, now has become the new name for the Ivanti Products for ITSM, ITAM, UEM, etc.  You could call it a “shift left name change”

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

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.