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SMB240: Tips and Tricks: Get the most out of Ivanti Service Manager
1.
2. SMB240: Tips and Tricks:
Get the most out of Ivanti Service Manager
Alan Taylor, Ivanti & Jennifer Bouillion, Trinity Industries
3. Agenda
Tips for Efficiency
Tips for Reporting
Tips for System Administration
Summary
4. Tips for Efficiency
Templates to speed record creation
Include Tasks as part of the template versus
using a business rule or workflow
Schedule recurring Tasks/Changes
Templates to speed Request Offering
creation
Drag/Drop multiple fields onto the form
5. Templates
Beyond field values
Add additional
actions to templates
Tasks
Notifications
…
6. Recurring Changes & Tasks
Set up Daily, Hourly Weekly,
Monthly or Yearly Recurring
Activities.
9. Form Templates for Request Offerings
Drag/Drop multiple fields onto the form
10. Tips for Efficiency
Provide direct links to Request Offerings to
ease end user navigation
Related Item Searches
AppStore
11. Direct Links to Offerings
Aid in Dashboard Design
Links in Notifications
12. Related Item Searches
Find records related to other records
Find all Incidents where there is at least 1 related Problem
Find all CI’s with at least 10 Incidents that were created in the past week
14. Agenda
Tips for Efficiency
Tips for Reporting
Tips for System Administration
Summary
15. Tips for Reporting
ERD to help with Report Design
Dashboard, Analytic Metric or Report?
Dashboard parts that reference URLs to
minimize open windows/applications
17. Report, Dashboard or Analytic Metric?
Need to schedule for automated sending?
Graphical capability with drill down?
Need to trend data over time?
18. Agenda
Tips for Efficiency
Tips for Reporting
Tips for System Administration
Summary
19. Tips for System Administration
Formalize Change Management
Eliminates “Ad Hoc” changes
What, Why, How
Reduces Administration time/costs
Manage upgrades as Projects
Conditionally visible tabs, panels or fields
Streamlines the UI while allowing the form
to be dynamic based on use
20. Tips for System Administration
Use Development Projects
Easily move changes between environments
(e.g. QA to Production)
Enables the sharing of “apps”
Object Explorer
Review Layouts without having to switch
roles/Interfaces
Flex Controls
Consolidate data into single view
21. Agenda
Tips for Efficiency
Tips for Reporting
Tips for System Administration
Summary
22. Summary – 3 Things
EFFICIENCY
Automate w hen / w here possible
1
ANALYTICS
Delivering business value2
THOUGHTFUL MANAGEMENT
Minimize time required
for “care & feeding”
3
25. Click to add title
25
Trinity Industries is a diversified industrial company that owns
complementary, market-leading businesses providing products and
services to the energy, chemical, agriculture, transportation, and
construction sectors.
Our businesses play an important role in the overall economy by supplying
essential infrastructure-related products and services ranging from barges,
storage and distribution containers, construction aggregates, and highway
products, to wind towers, utility structures, railcars, railcar parts, and railcar
leasing, management, and maintenance services.
Trinity Industries, Inc.
26. Manager Approval Delegation
High Level Approval Delegation
Add Delegate field to Employee
Record
Add Delegate field to Service
Request
Add Delegate approval to the
workflow
27. Manager Approval Delegation
If the Manager Delegate field
is populated in the employee
record, that value will
automatically pull into the
delegate field on the form.
Employee Record
28. Manager Approval Delegation
If Manager Delegate “is not empty”
then route to Manager Delegate
Approval, otherwise route normally to
Manager Approval.
29. Service Request - Bulk Order
Bulk Order
Price List & Pick Lists
Order Quantities
Order Totals
Approvals based on
Order Total Cost
PickList
Price list items pulled into a pick list
Item Quantity
Price Per Unit
Item Total
Section Total
Example of Service Request
30. Service Request - Bulk Order
Pick the items needed from the pick list
Corresponding fields display based on items chosen
Enter the quantity of each item
Totals calculate based on quantity and price
Total cost is generated from each item total
PickList
Price list items pulled into a pick list
31. Service Request - Bulk Order
Automatically calculates the
Order Total based on each
section total.
32. Service Request - Bulk Order
The workflow can now route approvals
based total cost.
If order total cost is “grater than 5,000” then
route to Director Approval, otherwise route
to Manager Approval.