Ivanti IT Service Management (ITSM)
Ivanti IT Service Management (ITSM) focuses on automating and streamlining IT service delivery within organizations.It helps manage incidents, problems, changes, and requests efficiently using ITIL-aligned processes.The platform enhances productivity, improves service quality, and ensures better customer satisfaction.
Key Features of Ivanti IT Service Management (ITSM)
- Incident & Problem Management: Centralized logging, prioritization, and resolution workflows to reduce downtime.
- Change & Release Management: Controlled change approvals, impact analysis, and automated release coordination.
- Service Catalog & Request Fulfillment: User-friendly catalog with self-service requests and automated fulfilment.
- CMDB (Configuration Management): Single source of truth for assets, relationships, and dependencies.
- Service Level Management: SLA tracking, alerts, and reporting to meet business commitments.
- Automation & Orchestration: Task automation, runbooks, and integrations to speed up routine operations.
- Knowledge Management: Central knowledge base for faster resolutions and user self-help.
- Reporting & Analytics: Dashboards, KPIs, and insights for continuous improvement.
- ITIL-aligned Processes: Pre-built templates and best-practice workflows for ITIL adoption.
Basic understanding of IT service management and ITIL concepts is recommended.Familiarity with helpdesk or ticketing systems helps in grasping workflows easily.Knowledge of databases, networking, and general IT operations adds extra advantage.
Skills Needed Before learning Ivanti IT Service Management (ITSM)
- Basic ITSM & ITIL knowledge: Understand incident, problem, change, and request concepts.
- Helpdesk/ticketing familiarity: Experience with ticket workflows and user support processes.
- Fundamental IT skills: Basic networking, databases, and general IT operations understanding.
Ivanti IT Service Management (ITSM) Course Content
- Overview: Platform architecture, UI, roles, and navigation.
- Core ITSM Processes: Incident, Problem, Change, and Request management workflows.
- CMDB & Asset Management: CIs, relationships, discovery basics, and reconciliation.
- Service Catalog & Self-Service: Catalog design, request fulfillment, and approvals.
- Automation & Orchestration: Workflows, runbooks, scheduled tasks, and integrations.
- Knowledge & SLA Management: Knowledge articles, publishing, SLA configuration and reporting.
- Administration & Security: User/role management, permissions, and configuration best practices.
- Reporting & Dashboards: KPI creation, built-in reports, and dashboard design.
- Labs: Real-world scenarios: ticket handling, change approval, CMDB updates.
- Exam & Deployment Prep: Review, best practices, migration tips, and certification guidance.
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