This document provides tips and tricks for improving efficiency, reporting, and system administration in Ivanti Service Manager. Key points include: 1. Templates can be used to speed record creation and include recurring tasks. Dashboards can include direct links to request offerings. 2. The Entity Relationship Diagram (ERD) can help with report design. Reports, dashboards, and analytic metrics each have different purposes and capabilities. 3. Formalizing change management and treating upgrades as projects can reduce administration time and costs. Conditionally visible fields allow dynamic forms. The summary emphasizes automating processes where possible, delivering business value through analytics, and minimizing time required for system administration and maintenance.

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.

7. Monthly Schedule Example

8. Monthly Schedule Example

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

13. AppStore

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

16. ERD

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

23. Connect, Create, Collaborate
 HEAT Community
 HEAT AppStore
 HEAT’s YouTube Channel
 Product videos
 How To’s

24.  Customer Presentation

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.

33. #Interchange17

34. Thank you