SMB140: An Overview of Ivanti Service Manager Ian Aitchison Alan Taylor

1. SMB140 - An Overview of Ivanti Service Manager
Ian Aitchison and Alan Taylor

2. We believe the
empowerment of people
should be at the heart of IT

3. IT Service Management
The set of specialized organizational
capabilities for providing value to
customers in the form of services.

4. TIME
QUALITY OF
SERVICE
RISK
COST

5. A New Era of Service Management
MULTI
CHANNEL
PROACTIVE
Tools are highly advanced
Focus on prevention
Consumerization of IT
reshapes everything
7/24 access on
mobile devices
PERSONAL
Mobile, Phone, Web
THE NEW ERA

6. Customer Expectations Have Evolved
More Choice
▪ Do you present what you offer in a way that makes the
benefits clear – price, service, quality, availability?
More Control
▪ Customers are no longer happy to passively take what they
are given. They want products and services tailored to suit,
and delivered to them in the way they prefer
▪ Are you offering one-size-fits-all products and services or do
you tailor to meet specific needs and requirements?

7. Customer Expectations Have Evolved
Fast, Easy Access
▪ Customers are much less tolerant of ‘business hours’ these
days. They want information quickly and don’t want to work
too hard to get it.
▪ You don’t need to be ‘open all hours’, but you do need to
ensure it’s easy for people to find out what you offer, when
you’re available and how to contact you.
Individualized Attention
▪ Customers expect to be recognized and acknowledged.
They expect their preferences to be noted and acted on.

8. Challenges and Solutions
Mobility +
Consumerization of IT
Incident Overload
o Incident volume will
continue to rise >15% YoY
Automation & Integration
o Manual Processes / Activities
o Multiple products/vendors
o Silo’d applications
CIO
o Improving service quality across
the enterprise with reduced cost
Risk Management
o Poor visibility into impact of
Changes
o Lack of structured Change &
Release processes
o BYOD
o Multi-Channel Interaction

9. ▪ Product Portfolio

10. Provides the data and insights IT organizations need
to make smart business decisions and take action
to automate and secure your digital workplace
asset
management
service
management
security
management
user
management
supply
chain

11. ITxM
Supply
Chain
Security
AnalyticsandDashboards
Product Categories
User
Management
Service
Management
Application
Streaming
Mobile
Security
File & Profile
Migration
Patch
Management
Voice
Enablement
Environment
Management
Hardware Asset
Management
Endpoint Security
Configuration
Management
Physical, Virtual
& Mobile
Software License
Management
Mobility
Management
Remote
Control
Workflow
Automation
Application
Control
Terminal
Emulation
Privilege
Management
Self
Service
Discovery &
Inventory
Smart Device
Remote Control

12. HEAT Service Management
Incident Mgmt
Problem Mgmt
Change Mgmt
Request Fulfillment
Release Mgmt
Service Level Mgmt
Configuration Mgmt
Service Catalog
Service Portfolio
Knowledge Mgmt
APPLICATION MODULES
100% Web based Platform
Based on Industry Best Practices
Dashboard Reporting & Analytics
Easy Setup & Configure
Integrated Client Management
Voice & Workflow Automation
Flexible Deployment options
Mobile Access
KEY FEATURES
Event Mgmt
Finance Mgmt
Availability Mgmt
Portfolio & Project Mgmt

13. Service Manager Bundles
Help Desk Service Desk Service Management
Incident Management ✓ ✓ ✓
Problem Management ✓ ✓ ✓
Knowledge Management ✓ ✓ ✓
Self Service ✓ ✓ ✓
Service Catalog ✓ ✓ ✓
Mobile ✓ ✓ ✓
Survey ✓ ✓ ✓
Configuration Management Database (CMDB) ✓ ✓
Change Management ✓ ✓
Configuration Management ✓ ✓
Financial Management ✓
Event & Availability Management ✓
Release Management ✓
Service Level Management ✓
Portfolio and Project Management (PPM) ✓
Modules

14. Service Manager Attainment Model
Maturity
Functionality
Help Desk
Service Desk
Service Management
Incident, Problem & Knowledge Management,
Self Service, Service Catalog, Mobile, Workflow
Based Platform
Help Desk Bundle capabilities plus Change
Management and Configuration Management
Service Desk Bundle plus Release Management,
Event & Availability Management and Service
Level Management

15. Service Manager Platform
▪ Complete Application Creation Platform
▪ Design new business objects, forms, workflows, relationships, integrations, etc.
▪ Drag and Drop Workflow and Administration
▪ Many smaller organizations do not have development staff to support creation of automated workflows. No
programming is needed in HEAT SM, easily enabling customized service automation for any company
▪ Self-Service via web, mobile, chat, social, voice
▪ Consumerization of IT and BYOD have led to increased user expectations for service. Multiple, easy to access
channels for self-service make IT more responsive and empower user productivity.
▪ Multiple landscape support
▪ Development, UAT, production environments
▪ Packaging tools for migration
▪ Premise or Cloud Deployment
▪ Fast deployment in the cloud
▪ Easy migration as organizations mature, because the same code is used in cloud or on premise

16. Voice Automation
• Offload ~ 30% of Incidents with Agentless
Password Reset
• Create 24x7 Service Desk with Voice Self-Help &
Voice-Mail Generated Incidents
• Reduce Time to Resolution with Skills-Based
Routing & Screen-Pop Incident Detail
• Complete Contact Center Solution with Live
Dashboards & Detailed Reporting
• Cut Operating Expenses by up to 25% with
Broadcast Notifications
• Easy Deployment Extends Any Phone System
Application Administration,
Integration & Call Control
take place in cloud
Voice Packets
remain on local
network

17. Extending ISM: The App Store
Customers can easily find prepackaged Apps in the AppStore to extend Platform
functionality or integrate ISM with other products or common data sources
• Integrations = prebuilt connectors between the Ivanti Service
Manager Platform and adjacent technology or common data sources
• Exchange Calendar Integrations, Zapier Connector, Active
Directory Sync, Salesforce, SAP, Jira, Bugzilla
• Bomgar, Skype for Business, TFS, Rally, Landesk
• And more…
• Extensions = prebuild adjunct or stand-alone complementary
applications on the platform
• Major Incident, Project Management, Email Tagging, Reminders

18. ISM Center of Excellence
Rapid Time to Value at Lower Cost
Predefined implementation packages leveraging:
▪ Decades of experience
▪ Thousands of implementations
▪ Vertical specific configurations
Focused training to give users the skills needed to
operate without relying on outside services every
step of the way
ISM platform based on ITIL best practice
framework
Collaborative customer delivery across sales
engineering, services and support
ISM Platform

19. Thank You