Report, Respond, Remediate. Learn how Ivanti Cloud enhances IT Service Management and how organizations are able to: Reduce Risk, Cost and Exposure whilst Increase Governance, Improve User Satisfaction and Productivity.

Many organisations today are tasked with a new way of supporting both their end users and assets. This is stretching resources and capabilities for many organisations as they adapt to this change.

The office is the traditional hub of connectivity – not just to systems, but also to one another. Interaction and collaboration between employees now require technology at various levels; your laptop, home internet connectivity, collaboration tools such as Microsoft Teams as well as other business critical applications.

With many variables that all require remote monitoring and support, this can pose a challenge to traditional IT departments with requirements for multiple technologies and disperse IT teams.

Often reactive to IT issues, finding solutions, testing and implementing, this approach has always been time and resource intensive, not just to IT but to the end users and ultimately the business.

Broadening capacity and the capability to the Service Desk traditionally meant an increase in headcount, additional toolsets, training, sometimes all three. These can come with their own challenges and complexities when trying to maximise these investments, not to mention the financial implications. This is not fool proof of course and there would still be areas to address to ensure productivity, business continuity, security and compliance or resource optimisation.

‘Shift Left’

Escalating incidents to 2nd or 3rd line teams means a delay and increased complexity to resolve.

Not only does an escalation add to an already busy 2nd or 3rd line queue but other tools such as inventory or endpoint management tools, and security solutions need to be included into the 2nd or 3rd line armoury. Each of these comes with their own associated configurations, installs and individual profiles to manage users and assets.

It has long been a strategic goal to shift left for most (if not all) organisations, reducing the cost of incidents. Take for example a typical service desk incident. An end user is unable to send emails, they’re unable to locate the resolution in self-service, a call is made to the service desk. 1st line remotely controls the device - using operating system tools to analyse the problem. When no resolution can be found an escalation to 2nd line occurs. 2nd line remediates the problem by clearing outlook temporary files and checking connectivity. In this example we now publish this automated resolution to first line or even auto remediate once it’s detected.

A ‘shift-left’ approach, as shown below, is the idea of bringing a resolution much closer to the end user, quickly and efficiently.

Choose Ivanti: “Do a lot more, for a lot less”

A recent poll by SDI and Ivanti found that between 61-70% of incidents are resolved by 1st line and between 11-20% of incidents are escalated to 2nd line.

Ivanti Cloud is helping organisations to reduce the time it takes 1st line to solve incidents and reduce escalations to 2nd line by enabling 1st line and preventing issues occurring via Cloud Automation, all embedded within Ivanti Cloud.

With Ivanti Cloud you will always know what to do next:

  • Resolve issues before they escalate or morph into a growing number of IT tickets.
  • Eliminate hardware purchases before allocating more budget to something because you cannot locate it.
  • Understand the security risks present—right now, real time. What devices on your network are unmanaged or unused?

Timely information is always at a premium. Match that with the actions required to get the job done.

Ivanti Cloud has expanded to include ‘Self-Healing’ capabilities. These are automated Bots that continuously monitor more than 60 key areas (and growing).

Here are some examples in these areas where Ivanti Cloud can benefit organisations:

Security and Compliance

Software Enforcement – Are you sure that (corporate) devices are not being overloaded with non-business approved applications that could impact their performance? Are these applications a breach of your software policy, do they violate terms or even contain malware? Automating the identification and removal of ‘Blacklisted’ applications helps ensure security and compliance.

Resource Optimisation

Whether this is virtual machines or licensable software that is not being used, it is possible to automate their removal or provide alerts to the right teams to remediate.

Monitor logon performance for end users or servers, identify why, remediate, automatically raise an incident.

User Productivity

Does a user have a laptop that has a near full or failing hard disk? This is something a lot of end users are unlikely to be aware of until it’s too late and for a failing drive, could be severely impacting. Ivanti will alert IT by raising an incident with all the necessary details to address the issue before it becomes a problem.

Business Continuity

Identify key and critical business solutions such as CRM tools, internal applications or any SaaS application. Ivanti will continuously monitor defined websites for latency and reachability to make you aware should they fall below defined thresholds.

What about my ITSM solution?

Ivanti is truly making proactive IT the new norm by identifying problems before the end user is aware and becomes impacting while at the same time offering a remedy and implementing a solution.

Ivanti Cloud connects to Ivanti Service Manager and other ITSM solutions to ensure all issues and resolutions are logged throughout, ensuring no identified issue, resolution or change occurs without a ticket being logged with the resolution, too!

Ivanti Cloud makes it possible to identify and resolve issues remotely without user interaction, the end user may not even be aware of a remedy being applied to an issue before it becomes impacting.

Ivanti Cloud “shift left” approach is proactively working to avoid users having to raise tickets and incidents with the Service Desk. Coupled with widespread remote working, users can no longer wonder across to IT for a remedy which leaves them potentially out of action and having to wait to receive a new device in the most extreme case.

And to the Datacentre…

Ivanti Cloud has ‘Patch Intelligence’, allowing detailed analysis of patching requirements:

Real Time metrics that create impacting visuals in a number of areas that help ensure continuity and provide insight into security areas; real time status of SSL certificates, and an overview of your ‘Security Health’, for example.

Ivanti Cloud is the ‘Always on IT’ giving the insight, the visibility and the remedy that can be applied automatically. Providing business continuity whilst also increasing security and governance within the datacentre and maintaining user productivity all in one, securely hosted solution that supports multiple Operating Systems with remote control abilities and with zero infrastructure requirements.