The Best of Both Worlds: Service Management Powered by Ivanti Ian Aitchison

3. SMB100 - The Best of Both Worlds:
Service Management Powered by Ivanti
Ian Aitchison, Snr Product Director

4. Roadmap Content Disclaimer
This information is intended to outline our general product
direction, is not a commitment, promise or legal obligation
to deliver any material, code, or functionality, and should
not be relied on in making a purchasing decision. The
development, release, and timing of any features or
functionality described for our products remains at our sole
discretion. Ivanti reserves the right to modify future product
plans at any time. These new software options may be
purchased separately when and if available.

5. Recent Changes

6. Owners of HEAT Software3
New investors focused on growth1
Brings capital and expertise2
better together
&

7. Established in 1985
Privately owned by Thoma Bravo LLC
Headquartered in Salt Lake City, UT. USA
1,200+ employees in 22 countries
18,500+ customers, 29 million endpoints
777+ partners
7 acquisitions since 2012
History
Established in 2015 by combining
FrontRange and Lumension Software
Privately owned
Headquarters in Milpitas, CA. USA
~500 employees in 10 countries
7000+ customers, 15+ million endpoints
500+ partners
$120 million in revenue

10. Recent Big Changes
join forces
+

11. Accelerates SaaS
vision, platform,
and offerings
2
Accelerates unique
vision
for unified systems,
service and security
management
1
Increases scale
and execution,
provides improved
geographical and
vertical reach
3
better together
&

13. IT Service
Management
Asset
Management
Endpoint
Security
Unified Endpoint
Management

14. Service
Management
Service Manager
IS NOW
Service DeskService Desk
IS NOW

15. ITSM Strategy

16. The Challenge
How to bring the best ITSM capabilities to ALL our customers?

18. Priority One - Customer Value for All

19. We Listen

20. You Told Us

22. You Told Us

25. ITSM Integration Strategy
Both products supported, sustained, and receive new
features
Active Roadmaps
No End of Life
We are building the Best of Both for all Ivanti ITSM
customers
Built on Ivanti Service Manager

26. ITSM Bright Future
Cloud execution
Single interface
Process
Workspaces UI
Best of Both
Super-Modern Single UI
Powerful Cloud & Premise
Process State-Engine
Automation, Innovation
Service Manager
Service DeskService Desk
Service
Management
Service Manager

27. Service
Management Service Manager
Status-Process Overlay
Portfolio Integration
Workspaces Style UI
Service Desk Customers Move at a Time That Suits You

28. Service
Management Service Manager
Status-Process Overlay
Portfolio Integration
Workspaces Style UI
Service DeskService Desk
Service Desk Customers Move at a Time That Suits You

29. Migration IntroNot implemented yet?
Want a fresh start?
Move Now
Re-Implementation
Limited Data Migration Tooling
Most/All re-implementation
design or OOTB
Implemented and Live on
Service Desk?
Keen to get advantages of
Service Manager features yet
keep ITSM workflow?
Move Later
Wait for Migration Process and
Tooling and new features.
Some re-implementation design
Deeply integrated, very mature
processes, no demand or
capacity to move?
Don’t Move
No pressure to move
Review progress over time.
Continue to receive SD updates
and new features

30. Service Desk Premise
Service Manager CloudService Desk as a Service
Service Manager Premise
Enterprise
Standard
Service Management
Service Desk
Help Desk
Enterprise Service Management
Standard Service Desk
Help Desk
Like for Like
License at no cost
Like for Like
License at no cost

31. ITSM Integration Strategy
No License Cost to Migrate
Like for Like license convert
(Premise to Premise, or Cloud to Cloud)
Separate Offer for Premise to Cloud
Contact your Ivanti Rep

33. What is the future for ITSM with Ivanti?

34. Service Desk

35. Release LDSD 2016.1
Q1
2016
2H
2017
Q3
2016
Q4
2016
1H
2017
• Dashboard
Design
• New Gadgets
• New Shortcuts
• Bulk Actions
• Theming
• Memory & Mail
Optimization
• LDMS 10/2016
Support
• Design App :
Service Portfolio
Lifecycle
The information presented on this roadmap is for information purposes only and
is not a commitment, promise, or legal obligation to deliver any material, code, or
functionality and should not be relied upon in making a purchasing decision.
Key : Workspaces Feature Non-Workspaces Feature Content Feature

36. LDSD Release 2016.2
Q1
2016
2H
2017
Q3
2016
Q4
2016
1H
2017
Q2
2016
• Dashboard
Design
• New Gadgets
• New Shortcuts
• Bulk Actions
• Theming
• Memory & Mail
Optimization
• LDMS 10
Support
• Actions Panel
• History
• Two Column
Forms
• Stacked Form
Display
• Multi-Select
• Decimals
• Enhanced
Theme
• User Profile
• New Triage
• Recurring
Activity
• Design App :
Service Portfolio
Lifecycle
The information presented on this roadmap is for information purposes only and
is not a commitment, promise, or legal obligation to deliver any material, code, or
functionality and should not be relied upon in making a purchasing decision.
Key : Workspaces Feature Non-Workspaces Feature Content Feature

37. ITSM Roadmap
Q1
2016
Q3
2016
Q2
2016
• Dashboard
Design
• New Gadgets
• New Shortcuts
• Bulk Actions
• Theming
• Memory & Mail
Optimization
• LDMS 10
Support
• Actions Panel
• History
• Two Column
Forms
• Stacked Form
Display
• Multi-Select
• Decimals
• Enhanced
Theme
• User Profile
• New Triage
• Recurring
Activity
• Design App :
Service Portfolio
Lifecycle • Design App Kbot
The information presented on this roadmap is for information purposes only and
is not a commitment, promise, or legal obligation to deliver any material, code, or
functionality and should not be relied upon in making a purchasing decision.
Update : Sept 2 2016 Key : Workspaces Feature Non-Workspaces Feature Content Feature
• Agent Power :
Inventory & R/C
• Knowledge
Search
• Query Filter
• Impact Analysis
• Copy Fields
• Test2Live
Enhancements
• User admin.1
• New OOTB
• API Docs

38. ITSM Roadmap
Q1
2016
Q3
2016
Q4
2016
Q2
2016
• Dashboard
Design
• New Gadgets
• New Shortcuts
• Bulk Actions
• Theming
• Memory & Mail
Optimization
• LDMS 10
Support
• Actions Panel
• History
• Two Column
Forms
• Stacked Form
Display
• Multi-Select
• Decimals
• Enhanced
Theme
• User Profile
• New Triage
• Recurring
Activity
• Design App :
Service Portfolio
Lifecycle • Knowledge Bot
• Default
Dashboards
• Dashboard
Publishing
• Menu
Publishing
• 3-button forms
• Lists > 10
• New
Authentication
The information presented on this roadmap is for information purposes only and
is not a commitment, promise, or legal obligation to deliver any material, code, or
functionality and should not be relied upon in making a purchasing decision.
Key : Workspaces Feature Non-Workspaces Feature Content Feature
• Agent Power :
Inventory & R/C
• Knowledge
Search
• Query Filter
• Impact Analysis
• Copy Fields
• Test2Live
Enhancements
• User admin.1
• Integrated
Login
• API Doc

39. In 2017.1 | May 3, 2017
UPDATES TO CATALOG FEATURES
- Custom Display Order
- Category Hierarchy
- Slide-In Request
MOBILE FINGERPRINT AUTHENTICATION
DROPDOWN COMPLEX SELECTION
RESPONSE LEVEL SUPPORT
BUTTON TEXT CHANGE
File WHITELISTING
SKYPE FOR BUSINESS ADAPTER update
Xtraction Gadgets

41. Display-Order
Catalog Items
▪ Granular control of service display order
▪ Admin can set Display Order numerically
▪ Overrides Alphabet Order where used
▪ Explore and navigate complete catalog
hierarchy – multiple levels
▪ Easier search and selection
Navigate
Catalog
Hierarchy Request Window Slide-in
▪ Easily view the request window
without cancelling
▪ Never lose your place again
2017.1
EndUser
Workspaces

42. Drop Down Complex Selection
▪ See additional details in raise user field
▪ Rapid access for accurate support
▪ Great for ticket creation / analyst usage
2017.1
Analyst
Workspaces

43. Multilingual
Dashboards
Bulk Action
Enhancement
Analyst
Keyboard
Usage
Copy Rules
QR Code
Workload
Distribution
Complex
Request
Templates
Calendar
Gadgets
Data Center
CMDB
Discovery
Building Best of Both
DesignApp Innovation
In focus, over the next year

44. ISD Roadmap 2016/2017
2H
2017
Q3
2016
Q4
2016
1H
2017
Q2
2016
• Actions Panel
• History
• Two Column
Forms
• Stacked Form
Display
• Multi-Select
• Decimals
• Enhanced
Theme
• User Profile
• New Triage
• Recurring Activity • Knowledge Bot
• Default
Dashboards
• Dashboard
Publishing
• Menu
Publishing
• 3-button forms
• Lists > 10
• New
Authentication
The information presented on this roadmap is for information purposes only and
is not a commitment, promise, or legal obligation to deliver any material, code, or
functionality and should not be relied upon in making a purchasing decision.
Update May 7 2017 Key : Workspaces Feature Non-Workspaces Feature Content Feature
• Agent Power :
Inventory & R/C
• Knowledge
Search
• Query Filter
• Impact Analysis
• Copy Fields
• Test2Live
Enhancements
• User admin.1
• Integrated Login
• API Doc
Catalog
- Hierarchy
- Display Order
- Slide In request
Response Levels
Complex Lists
Fingerprint Auth
• S4B Adapter 2
Whitelisting
• Design App : Chat
-Copy Rules
-Export to CSV
-Group Switching
-Bulk Action
filtering
-Calendar Gadgets
-Keyboard
optimized
-Template
enhancements
(Workload
Distribution)
• Complex Requests

45. Service Manager

46. 2016 Year in Review
Project / Project
Portfolio Module
Resolution
Aware UI
Mobile Self Service
Service Catalog
Filters
Entitlements
Service Catalog
Shopping Cart
Ease of Use
Link Field Constraints
Grid Filter
HTML
Workspace
Reusable
Gantt Charts
AutoFix
Simplify Expressions
Web Service
Scripts
Quick Action
Local WSDL
Discovery
Merge CI
Linux Expanded
Support
Mail
EWS Protocol
UnRead flag
Connection Validation
Administrator
Object Explorer
Business Object Editor
Projects / Packages
Year in Review

47. Year in Review - Continued
Ticket
Synchronization
Jira, TFS,
ServiceNow, etc.
UEM
DSM Live Integration
Directory Monitor
Realtime File Uploads
Active Directory Import
Login
Customization
Amazon AWS
AMI provisioning
AMI discovery
Performance
Memory Management
Speed
Cost
API Throttling
Tenant Load
Balancing
Email
Workflow
Attachments
S3 Storage
SaaS Operations
Self Service Portal
SOC 2

48. Three New Feature Streams for ISM 2017
Consolidate : Best of Both ISM Features
-Ivanti Portfolio Integration
-UI Advance
-Status/Process Feature Set
Elevate : New ITSM Features
-Ad Hoc Reporting, Knowledge
-Resource Mgnt
-Workspaces UI
Innovate : future dramatic innovation in ITSM
-The HUB (intelligent agent)
-Conversational UI / Bots
The information presented on this roadmap is for information purposes only and
is not a commitment, promise, or legal obligation to deliver any material, code, or
functionality and should not be relied upon in making a purchasing decision.

49. Three New Feature Streams for Service Manager
Consolidate : Best of Both ISM Features
-Ivanti Portfolio Integration
-User Interface Advance
-Status/Process Feature Set
UEM
Integration
Accelerate
New UI for All
Roles
Status/
Process
Design &
Usage
New Security
with ITSM
Import
Remote Control
Workflow Actions
Catalog Request =
Deployed SW and
Recovered SW
Self Service UI
beyond Mobile
Object Matching
More Objects
Analyst usage
Mobile Apps
Multiple visual
lifecycles with
Status/Action
definition
The information presented on this roadmap is for information purposes only and
is not a commitment, promise, or legal obligation to deliver any material, code, or
functionality and should not be relied upon in making a purchasing decision.

50. Endpoint Management Integration
• Remote Control
• Keyboard commands
• Screen capture
• Switch monitors
• Remote execute, ftp, chat,
restart
• Clipboard history
• Lockout
• zoom
• EndUser Catalog Request
• Follows request / approval
workflow
• Passes Deploy request to
UEM
• UEM deploys
• Relationship with User /
Computer / Software is
defined
• Option to Uninstall later

51. New UI Advancement
The ‘workspaces’ concept
Modern, responsive, all form-
factors, animated, integrated
All Roles – End User First
Mobile Apps and Mobile Browser
Cloud and Premise

52. 2017.1 Coming May 2017

53. 2017.3 coming October 2017

54. Mockup : State-Process overlay on top of ISM Workflow

55. Three New Feature Streams for Service Manager
Ad Hoc
Reporting
Resource
Management
Knowledge Integration
Build, Publish,
Schedule reports
Resource
Management –
OOTB and
AppStore
Employee
calendar and
scheduling
Improved Search
Mobile Search
KCS verification
Tunable Search
KCS loops
REST API
support
Many more
AppStore
integrations!
Elevate : New ISM core Features
-Ad Hoc Reporting
-Knowledge
-Resource Mgnt
Optimization
Performance
SOC2 Cert for
cloud
High availability
uptime
The information presented on this roadmap is for information purposes only and
is not a commitment, promise, or legal obligation to deliver any material, code, or
functionality and should not be relied upon in making a purchasing decision.

56. What is Ad Hoc Reporting?
▪ Native component
▪ Works in list or layout view
▪ Visual designer
▪ Uses layout to define query
▪ End user doesn’t need to understand SQL
▪ Flexible output
▪ Charts, Graphs, HTML, PDF

57. Resource Management
Resources are people and
things (CI)
Resources can be allocated
and reserved for projects and
unscheduled tasks
Resources can be assigned
as roles or individuals
Reservation vs Actual
utilization reporting

58. Three New Feature Streams for Service Manager
The HUB
Conversational
UI
AI
Local point of
presence for end
user.
Dynamic popup
advice and help
and notification
Bringing Self
Service to the User
Self Service
Chat
Bots
Voice UI
Semantic
knowledge
Learned action
Recommendation
Self Service and
Analyst benefit
Automation
Innovate : future dramatic innovation in ITSM
-The HUB (intelligent agent)
-Conversational UI / Bots
-AI
The information presented on this roadmap is for information purposes
only and is not a commitment, promise, or legal obligation to deliver
any material, code, or functionality and should not be relied upon in
making a purchasing decision.

59. Design Mockup

60. Design Mockup

61. Video Taster for Feedback

63. ISM Roadmap
Q1
2017
The information presented on this roadmap is for information purposes only and
is not a commitment, promise, or legal obligation to deliver any material, code, or
functionality and should not be relied upon in making a purchasing decision.
Update May8 2017
Q2
2017
Q3
2017
Q4’17 onward
Search Relevancy
Sustainment
Branding
Xtraction for ISM
Resource Mgnt
Ad Hoc Reporting.1
Object Matching
New Workspaces UI .1
Sustainment
Updates
New Workspaces UI .2
New Process.2New Process.1
Ad Hoc Reporting.2
KCS more
UEM Int Next.Gen
Sec Ops
Intelligent
Agent/HUB
AI
Appstore
Updates Appstore Updates Appstore Updates
2017.1
2017.3
2017.2
UEM Integration Apps
•CMDB Mapping
•Automation OOTB
•Context Actions
Continual Cloud Optimization, Performance, Uptime, Certification
Quality, test-driven agile development, tight sustainment

64. Questions?

65. PLEASE
DO THE GARTNER PEER-REVIEW
SURVEY

66. Thank You