Ivanti is wasting no time at all getting us all the much anticipated upgrades this year. This newest version has a lot of great features for you to take advantage of. Take a look below at all the new things this version – hopefully you will see something you’ve been waiting for.
Updated Self Service Chat Capability – Concurrent chat conversations will now be available for Analysts Service Desk Analysts. Now you’re analysts can better manage higher Chat volume by being able to interact with multiple customers simultaneously. Please note though, this is available for Cloud customers only.
Updated Mobile Analyst Capability – Service Desk Analysts using the Ivanti Service Manager mobile app on their phones can now create Service Requests in addition to Incidents! Applicable for Cloud & On-Premises customers. Currently Ivanti recommends using the Mobile Analyst capability on iOS or Android phones. Support for iPad and other tablet devices is planned for a future release. You will need to visit the Ivanti Marketplace to download the content package. Ivanti plans on the package being available for download by or before Wednesday, September 16. Please note that it is mandatory to apply content package available on Ivanti Marketplace to enable this functionality.
Enterprise Service Management – Security Operations Content Ivanti Service Manager already delivers support for non-IT use out-of-the-box. The Security Operations capabilities are included to further leverage Ivanti Service Manager for non-IT tasks and workflows in Security Operation space focusing on Security Incident Management, Vulnerability Management, Governance & Compliance. Ivanti is bringing you new forms and field descriptions, new security request offerings, pre-built workflows, analyst dashboards, confidentiality for security incidents, security knowledge management as well as 7 OOTB SSRS reports.
Import Discovery Data from Ivanti Neurons – With 2020.3 release, Ivanti Service Manager customers can easily enable population of the CMDB from Ivanti Neurons. Applicable for Cloud customers only. Please note, it is mandatory to apply the Ivanti Service Manager content package from the Market Place to enable this capability. Ivanti is planning on having this the package available for download by or before Tuesday, September 15.
Product Documentation –Ivanti has always had online help available within ISM, but starting with 2020.3 release, when selecting Help from within the application, users will be re-directed to the latest help pages available online. This will ensure that users always have access to the latest Help information. Please note that the documentation will be available in supported localized languages.
End User License Agreement (EULA) Update – For Cloud Customers only With 2020.3 release, Ivanti is updating how they track acceptance to the End User License Agreement (EULA).Updates would include incorporating DocuSign to streamline the process of notifying administrators of changes to the EULA. Acceptance Dialog will appear when Administrator-level users log in. Only applicable to Administrators of Ivanti Service Manager and Asset Manager.
I know I am most excited about the ability to create Service Requests as a Mobile Analyst and the updated Product Documentation! Hopefully at least one of your wishlist items made it to this release.
Our experts at Dataseti are always here to help you- whether its questions about the new features or help with getting the Content Packages installed.
- Krystina Aquino, Project Manager / Consultant