State of the Union: Service Management Kevin J Smith Matt Hooper Ian Aitchison

2. 0
SMB50 - State of the
Union: Service
Management
Kevin J Smith SVP
Matt Hooper Evangelist
Ian Aitchison Sr Product Director, ITSM

3. Roadmap Content Disclaimer
This information is intended to outline our general product
direction, is not a commitment, promise or legal obligation
to deliver any material, code, or functionality, and should
not be relied on in making a purchasing decision. The
development, release, and timing of any features or
functionality described for our products remains at our sole
discretion. IVANTI reserves the right to modify future
product plans at any time. These new software options may
be purchased separately when and if available.

4. I T Service
Management

5. Overview
The past, present and
future of ITSM

6. IT Ops,
DevOps,
Event Mgnt
Modern User
Experience
Enterprise Service
Mgnt
ITSM is evolving through demand,
opportunity and innovation
CORE ITSM Incident,
Request, Change
Problem, Knowledge
Self Service
CMDB
Service Asset Config Mgnt
Tech
Innovation
AI, Bots,
VoiceUI

10. • The Evolution of ITSM
Expectations Now
• Cloud or Premise
• Modern User Experience
• Social, chat, conversation
• Automated and Integrated
• Strong self sufficiency
• More than ITSM
• PPM, ESM, ITAM
• Faster deployment
• 100% Browser&Mobile
• Appstore model
ExpectationsThen
• ITIL
• Highly configurable
• Code Scripting
• Integrated
• Self Service Portals
Expectations Next
● IT Ops Integration OOTB
● Supermodern UI and self service
● Bots for self service
● AI/ML/Knowledge
● Suitable for all business usage
● B2B integration OOTB
● ESM/DevOps/SecOps

11. Learn More …

12. Ivanti ITSM - Big Changes

13. Recent Big Changes
join forces
+

14. Accelerates
SaaS and
premise vision,
platform, and
offerings
2
Accelerates unique
vision
for unified systems,
service and security
management
1
Increases scale
and execution,
provides improved
geographical and
vertical reach
3
better together
&

16. IT Service
Management
Asset
Management
Endpoint
Security
Unified Endpoint
Management

17. Service
Management
Service Manager
IS NOW
Service DeskService Desk
IS NOW

18. ITSM Strategy

19. The Challenge
How to bring the best ITSM capabilities to ALL our customers?

21. Priority One - Customer Value for All

22. We Listen

23. You Told Us

25. Customer Success in 2016

26. ●Service Catalog
Customer Stories

27. ●Automation
Customer Stories

28. ●More Mature
Best Practices
Customer Stories

29. You Told Us

32. ITSM Bright Future
Cloud execution
Single interface
Process
Workspaces UI
Best of Both
Super-Modern Single UI
Powerful Cloud & Premise
Process State-Engine
Automation, Innovation
Service Manager
Service DeskService Desk
Service
Management
Service Manager

33. ITSM Integration Strategy
Both products supported, sustained, and receive new
features
Active Roadmaps
No End of Life
We are building the Best of Both for all Ivanti ITSM
customers
Built on Ivanti Service Manager

34. Service
Management Service Manager
Status-Process Overlay
Portfolio Integration
Workspaces Style UI
Service Desk Customers Move at a Time That Suits You

35. Service
Management Service Manager
Status-Process Overlay
Portfolio Integration
Workspaces Style UI
Service DeskService Desk
Service Desk Customers Move at a Time That Suits You

36. Migration IntroNot implemented yet?
Want a fresh start?
Move Now
Re-Implementation
Limited Data Migration Tooling
Most/All re-implementation
design or OOTB
Implemented and Live on
Service Desk?
Keen to get advantages of
Service Manager features yet
keep ITSM workflow?
Move Later
Wait for Migration Process and
Tooling and new features.
Some re-implementation design
Deeply integrated, very mature
processes, no demand or
capacity to move?
Don’t Move
No pressure to move
Review progress over time.
Continue to receive SD updates
and new features

37. Service Desk Premise
Service Manager CloudService Desk as a Service
Service Manager Premise
Enterprise
Standard
Service Management
Service Desk
Help Desk
Enterprise Service Management
Standard Service Desk
Help Desk
Like for Like
License at no cost
Like for Like
License at no cost

38. ITSM Integration Strategy
No License Cost to Migrate
Like for Like
(Premise to Premise, or Cloud to Cloud)

39. Service Manager

40. ISM 2017.1 | May 19, 2017
Ivanti Branding
Sustainment
Search Relevancy
Xtraction Data Model and Connector for ISM

41. Three New Feature Streams
Consolidate : Best of Both ISM Features
-Ivanti Portfolio Integration
-UI Advance for Service Desk and Service Manager
-Status/Process Feature Set
Elevate : New ISM core Features
-Ad Hoc Reporting
-Knowledge
-Resource Mgnt
Innovate : future dramatic innovation in ITSM
-The HUB (intelligent agent)
-Conversational UI / Bots
-AI
The information presented on this roadmap is for information purposes only and
is not a commitment, promise, or legal obligation to deliver any material, code, or
functionality and should not be relied upon in making a purchasing decision.

42. Service Desk

43. Service Desk
Release 2017.1

44. In 2017.1 | May 3, 2017
UPDATES TO CATALOG FEATURES
- Custom Display Order
- Category Hierarchy
- Slide-In Request
MOBILE FINGERPRINT AUTHENTICATION
DROPDOWN COMPLEX SELECTION
RESPONSE LEVEL SUPPORT
BUTTON TEXT CHANGE
File WHITELISTING
SKYPE FOR BUSINESS ADAPTER update
Xtraction Gadgets

46. Display-Order
Catalog Items
▪ Granular control of service display order
▪ Admin can set Display Order numerically
▪ Overrides Alphabet Order where used
▪ Explore and navigate complete catalog
hierarchy – multiple levels
▪ Easier search and selection
Navigate
Catalog
Hierarchy Request Window Slide-in
▪ Easily view the request window
without cancelling
▪ Never lose your place again
2017.1
EndUser
Workspaces

47. Drop Down Complex Selection
▪ See additional details in raise user field
▪ Rapid access for accurate support
▪ Great for ticket creation / analyst usage
2017.1
Analyst
Workspaces

48. Multilingual
Dashboards
Bulk Action
Enhancement
Analyst
Keyboard
Usage
Copy Rules
Group
Switching
Workload
Distribution
Complex
Request
Templates
Calendar
Gadgets
Data Center
CMDB
Discovery
Building Best of Both
DesignApp Innovation

49. INNOVATION!
Because the Best of Both
Isn’t Enough

50. Innovation

51. Key Trend - AI
Chat User
Interface
Artificial
Intelligence
Bots
Knowledge
Voice User
Interface
Social User
Interface
AutomationEnd User
Analyst
Business
Productivity

52. Design Mockup

53. Design Mockup

54. ▪Video Taster for Feedback

55. The Future of ITSM

56. ●Speed is
Strategic
Customer Stories

57. ●Personal IT
Customer Stories

58. ●Everything
is 24X7
Customer Stories

59. ●Learning
Systems
Customer Stories

60. ●Unification
of IT
Customer Stories

61. Complete Gartner Online Survey
Get a Free Drone!
It’s that simple!

62. Learn More …

63. Learn More …

64. Our Manifesto -
The Unification of IT

65. SMB50 - State of the
Union: Service
Management
Ian Aitchison Kevin J Smith Matt Hooper

67. ISD Roadmap 2016/2017
2H
2017
Q3
2016
Q4
2016
1H
2017
Q2
2016
• Actions Panel
• History
• Two Column
Forms
• Stacked Form
Display
• Multi-Select
• Decimals
• Enhanced
Theme
• User Profile
• New Triage
• Recurring Activity • Knowledge Bot
• Default
Dashboards
• Dashboard
Publishing
• Menu
Publishing
• 3-button forms
• Lists > 10
• New
Authentication
The information presented on this roadmap is for information purposes only and
is not a commitment, promise, or legal obligation to deliver any material, code, or
functionality and should not be relied upon in making a purchasing decision.
Update May 7 2017 Key : Workspaces Feature Non-Workspaces Feature Content Feature
• Agent Power :
Inventory & R/C
• Knowledge
Search
• Query Filter
• Impact Analysis
• Copy Fields
• Test2Live
Enhancements
• User admin.1
• Integrated Login
• API Doc
Catalog
- Hierarchy
- Display Order
- Slide In request
Response Levels
Complex Lists
Fingerprint Auth
• S4B Adapter 2
Whitelisting
• Design App : Chat
Copy Rules
Export to CSV
Group Switching
Bulk Action Filtering
Calendar Gadgets
Keyboard optimized
Template
Enhancements
(Workload Distributor)
• Complex Requests