![]() ![]() One of the most under utilized features of Ivanti Service Manager (HEAT Call Logging System) is the Self Service Portal. While Service Requests are positively viewed as a demand for IT services.ĭo you have an Ivanti Podcast Topic or Question? Submit it at More incidents, more issues, higher IT instability. ![]() The subject actually goes much deeper as Incidents are viewed negatively. You could just pick up the phone and call the Service Desk who then logs the Ticket. You could just pick up the phone and use the Interactive Response System (IVR), Ivanti Voice to submit a password reset. You could always ask a colleague to log a ticket for you. Self Service can be configured to allow anonymous Incidents and Service Requests. There are many passwords besides your Single Sign-On (SSO) password. Are they a break/fix or service request?Ĭan Password Resets even be logged by a user? Of course! Password Reset Requests do not make the differentiation any easier. Incidents (Break/Fix) and Service Requests (New/Change to Service) are often long debated by companies new to ITSM (IT Service Management). ![]()
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January 2023
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