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Short Answer is NO, you don't need a project manager. In fact, one of the most common mistakes made by companies implementing Ivanti Neurons for ITSM/ITAM aka Ivanti Service Manager (HEAT) is to assign a Project Manager. Don't get me wrong, there are many great project managers out there and there is a need for project manage for many hardware type of implementations and large scale software development.  For Ivanti HEAT Neurons ITSM however, one of the biggest mistakes you can make is assigning a Project Manager. From 26+ years Ivanti HEAT ITSM Implementation experience and 100+ Ivanti HEAT Neurons implementations globally for Fortune 500 and Global 500 companies in the UK, EU, Australia, New Zealand, APAC, Asia, Canada, and the USA, I can tell you without a doubt that less is more, and 99% of the time, project managers are not needed and typically get in the way of getting things done.
One of the most common Ivanti HEAT Neurons Implementation challenges identified by clients is "Admin Training".  What seems like an easy quick fix is actually more complicated.  It takes more than just Ivanti Training Academy access, Ivanti Business Partner training, and guidance from a seasoned professional.   With 26+ years Ivanti HEAT Experience and 100+ Ivanti HEAT Implementations worldwide in the UK, Europe, Australia, Canada, and the US, the topic of Ivanti HEAT Administration and Training is one that I've seen change over the years and encounter on a regular basis. Tune in or read my blog post to find out.
There is a very important distinction between Ivanti HEAT ITSM Developers, Consultants, and Architects, and of course there are Ivanti Freelancers too.  You also need to evaluate competency vs skill and number of years experience and Ivanti HEAT Implementations. Be sure to tune in to my Ivanti HEAT Neurons Podcast or read my blog article at From 26+ years Ivanti HEAT ITSM Implementation experience and 100+ Ivanti HEAT Neurons implementations globally for Fortune 500 and Global 500 companies in the UK, EU, Australia, New Zealand, APAC, Asia, Canada, and the USA, I can tell you without a doubt that Developers and Consultants are not the same and the lines are quite blurry when it comes to skills and competence.
Ivanti is an IT powerhouse and supply software systems that require professional services. That is not the same as a professional service provider. Ivanti is in the sales business straight and simple.  This should matter to you.  Tune in to find out why! Most if not all Ivanti Professional Services that are delivered today, for example for Ivanti Service Manager (HEAT) aka Ivanti Neurons for ITSM, are not delivered by Ivanti but delivered by Ivanti Business Partners and managed by an Ivanti Project Manager. This should matter to you when you approach Ivanti for Product Support and Professional Services. Remember what I said earlier, Ivanti is in the Sales business. Sales as in products sold take priority, with Professional Services outsourced to Business Partners, not far behind. Of course by selling more product, more professional services are needed.
If you have any Ivanti Podcast Topics or Questions you'd like me to cover please contact me at Meet your Podcaster Providing HEAT Best Practices and now Ivanti Best Practices, for Ivanti Service Manager, and Ivanti Asset Manager, since 1996, with tried, tested and true implementations and upgrades.   Worldwide in the UK, Europe, Australia, New Zealand, ANZ, APAC, Canada, and the US. Developing, streamlining workflows & business processes for fortune 500 companies and Frontrange Business Partners (Change Control, Avante Solutions, Kifinti Solutions) and Ivanti Business Partners (Kifinti Solutions, DDS IT). Best Practices Internationally for a multitude of sectors, such as Software, Government, Financial, Healthcare, Pharmaceutical, Military, Transportation, Events Management, Travel & Entertainment, Mining, Telecom, Education, Utility, Insurance, Legal, Retail, Manufacturing, Engineering, and Oil & Gas ARE YOU GETTING THE MOST OUT OF YOUR IVANTI SERVICE MANAGER IMPLEMENTATION? You aren’t. Until you contact  Guaranteed! Testimonials Five stars for Ivanti HEAT Experience, Technical Knowledge, and Consultative Approach! “Our engagement with Gregor and a19 Consulting has been highly successful in scoping Ivanti HEAT design changes, meeting with key business stakeholders and delivery of service improvement. Technical expertise and ability to project manage the implementation of changes meets all expectations.  We are very confident in Gregor and a19 Consulting to assist in the delivery of required changes and their industry expertise in advising of best practice Ivanti HEAT configuration set-ups to follow.” Jamie Davidson | Sodexo Australia | Infrastructure & Support Manager Taking Ivanti HEAT to the NEXT LEVEL! “EXP had completed an Implementation of the Ivanti Service Manager and Asset Manager toolset. The implementation team from Kifinti Solutions were helpful in getting it up and running, but we needed someone that could take EXP to the next level and configure the tool so we could utilize all of its potential, with the latest solutions and Ivanti Best Practices. As EXP was also in a transition period where our processes and workflows were being redefined, Gregor and a19 Consulting were able to work with us to align our working processes with the workflows within the Ivanti Service Manager tool.” Steven Morin | EXP | Helpdesk Manager | Canada and USA
Jingle bells, jingle bells.. WAIT, say what?  Christmas Lights?  What do Christmas Lights have to do with Ivanti HEAT Neurons??  EVERYTHING!!! If your dashboards aren't lighting up like a Christmas tree, and yes I mean green for good and red for bad, for your KPIs and Metrics, including Hours of Operation Calculations, Averages, Percentages, Trends, and complex groupings, then you need to listen to this podcast!
Software asset management (SAM) is a business practice that involves managing and optimizing the purchase, deployment, maintenance, utilization, and disposal of software applications within an organization.  Sounds great, but where do you start?  And what tools are available in Ivanti Service & Asset Manager?  Based on my Ivanti HEAT ISM Blog Post at Do you have an Ivanti Podcast Topic or Question?  Submit it at
In this Podcast, based on the Ivanti ITSM Blog Post of the same title,  we will be covering the history of ITAM, how ITAM has evolved in the last couple years, and what you need to know.  Be sure to take your ITAM Implementation to the Next Level and contact a19 Consulting for a FREE Discovery Session. Implementing ITAM since 1996
I started watching Dragons' Den in Canada and then the US version of Shark Tank.  When I ran out of episodes to watch I tuned in to Dragons' Den UK (The Original) as well as the Shark Tank Australia Spin Off.  Another German Spin Off that I tend to watch is "Die Höhle der Löwen" (The Lions' Den) What does all this have to do with Ivanti, HEAT, and ITSM?   More than you think!
Incidents (Break/Fix) and Service Requests (New/Change to Service) are often long debated by companies new to ITSM (IT Service Management). Password Reset Requests do not make the differentiation any easier.  Are they a break/fix or service request?    Can Password Resets even be logged by a user?   Of course! There are many passwords besides your Single Sign-On (SSO) password. Self Service can be configured to allow anonymous Incidents and Service Requests. You could always ask a colleague to log a ticket for you. You could just pick up the phone and use the Interactive Response System (IVR), Ivanti Voice to submit a password reset. You could just pick up the phone and call the Service Desk who then logs the Ticket.   The subject actually goes much deeper as Incidents are viewed negatively.  More incidents, more issues, higher IT instability.  While Service Requests are positively viewed as a demand for IT services. Do you have an Ivanti Podcast Topic or Question?  Submit it at
This question came in through my Podcast Question/Topic Form from Andre in Frankfurt, Germany. What is the typical Ivanti Implementation Timeframe? Ivanti Service Manager (HEAT ISM) Implementations really vary based on business requirements.  There is no quick silver bullet or cookie-cutter Scope of Work, and Estimates can vary greatly between Ivanti Business Partners, and independent consultants. Be sure to listen to what I have to say and my unique insights thanks to 25+ years of Ivanti Service Manager (HEAT) experience.
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: Recurrent Manual Dates Continue reading at
Ivanti Cloud Status Updates consist of important Maintenance Notifications and Operational Status Updates for Ivanti Neurons, Ivanti Service Manager, and Ivanti Asset Manager Cloud Platforms. The Ivanti Status Cloud Page is a great way of staying on top of notifications. Only snag is that there isn't an easy way to see landscape specific updates for your Data Centre. For Ivanti Maintenance Notifications specific to your tenants be sure to visit Ivanti Cloud Maintenance Notifications for Ireland | IRL Ivanti Cloud Maintenance Notifications for London UK | LDZ Ivanti Cloud Maintenance Notifications for Frankfurt Germany | FFZ Ivanti Cloud Maintenance Notifications for APAC | AUSTRALIA | NSZ Ivanti Cloud Maintenance Notifications for Toronto Canada | TTZ Ivanti Cloud Maintenance Notifications for North Virginia (America East) | NVZ Ivanti Cloud Maintenance Notifications for Washington (America West) | WAZ
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. This podcast is based on the blog post found here and was expanded to include Change Requests which are a topic of their own. Have a topic you'd like to have covered?   Contact Gregor at
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 Ivanti Service Manager (ISM, powered by HEAT IT Service Management) and it is actually encouraged not to use ISM at all when devising UAT Test Scripts. In this Ivanti HEAT ISM Podcast Episode we will cover UAT Test Cases, Examples, the biggest problems with UAT Test Cases, and how to overcome them. Be sure to the original Ivanti HEAT ITSM Blog Post at
This Ivanti Service Manager (HEAT ISM) Podcast Episode clears up some misconceptions about UAT Test Scripts and is based on my blog post from February 18, 2021 which you can visit at
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". 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.
Email Summaries

Email Summaries


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 an Ivanti Podcast Topic or Question?  Submit it at
Ivanti Neurons Update

Ivanti Neurons Update


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”. for more information visit
This podcast is based on the Ivanti HEAT ISM Blog Post of the same title.  Do you have an Ivanti Podcast Topic or Question?  Submit it at
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