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Ivanti Update and 2020 Strategic Direction

Ivanti is well positioned to build on a solid ITSM foundation and will deliver expanded capability in areas such as mobility, customer experience, enterprise service management, and artificial intelligence. We expect that Ivanti will continue its commitment to its cloud platform while also delivering value to its on-premises customers.

Core features and capabilities of Ivanti Service Manager include:

  • Service management processes and best practices based on ITIL
  • Asset management
  • Financial management
  • Vendor and contract management
  • Project and portfolio management

In addition to these core features, Ivanti delivers other capabilities:

  • A new capability is Ivanti Cloud, which provides real-time, user-data management and live agent overview. Ivanti reports that the software is able to inspect laptop battery health proactively and reach out to agents before end users reach out to the help desk.
  • AI-based Smart advisors grab information from end users, analyze it, and provide suggestions and feedback. This feature saves time for IT analysts in their research.
  • Mobile capabilities extend the service desk to field technicians and allow them to manage incidents, tasks, and service requests on mobile devices.
  • Ivanti Service Manager enables self-service management and includes a catalog of services that users can request from IT, HR, Facilities, and more.
  • Workflow design with drag-and-drop capabilities for designing request offerings in service catalog makes ticketing easier. For example, a technician can assign the ticket to HR, define the priority level, send a transactional survey, and seek approvals.
  • Xtraction, a technology that was acquired in 2017, is a dashboard reporting tool to consolidate data from multiple resources and facilitate decision making.

Source: Ivanti IT Service Management at SoftwareReviews, Accessed March 2, 2020

Our Take

Self-service is the future of IT operations. Many ITSM vendors are leveraging AI and machine learning capabilities to facilitate self-service, though IT leaders can be hesitant to adopt new technologies without widespread market adoption and proof of viability. Ivanti has put much effort into such initiatives by adding new capabilities through acquisitions and mergers, and it has been very committed to adding more features and extending ESM.

Ivanti does not expect its recent management changes to affect its roadmap, but organizations need to consider such leadership changes amongst their vendors as they may shift their roadmap and strategy. The result may not be applicable to prospective and current clients. It is too early to tell how this leadership change will affect Ivanti ITSM’s trajectory. Info-Tech will be watching closely for new announcements by Ivanti, potential influences on its products, and any change in direction. Follow us closely.

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