Soluzioni di service management

Panoramica

Mentre create e supervisionate servizi per i dipendenti e funzioni aziendali essenziali all'interno e oltre l'IT, cambiamenti dirompenti stanno introducendo nuovi ostacoli significativi per la vostra organizzazione. Migliorare la produttività riducendo al contempo i costi è una sfida e richiede un approccio trasformativo.

La crescente richiesta di passare da un provisioning dei servizi manuale e isolato a flussi di lavoro automatizzati e integrati, e infine a un service management sicuro, completamente autonomo e basato sull'intelligenza per le imprese, è una realtà. Non importa a che punto si trovi la vostra organizzazione in questa trasformazione, Ivanti offre soluzioni di service management adattabili che soddisfano le vostre esigenze e crescono insieme alla vostra azienda.

La strategia di Ivanti si basa sull'integrazione perfetta di IT Service Management, IT Asset Management, asset discovery e IA, un mix fondamentale per le robuste operazioni aziendali odierne. La nostra soluzione sfrutta questa base unificata, estendendo il service management in tutta l'organizzazione, introducendo agenti self-service basati sull'IA e facendo progredire il vostro service management con il service mapping e l'integrazione aziendale tramite iPaaS. In definitiva, uniamo il service management con la gestione autonoma degli endpoint, colmando il divario tra IT e Sicurezza.

Piani di soluzione in sintesi

Il portfolio di service management di Ivanti si articola su tre livelli, dall'IT Service Management di base all'ESM a livello aziendale, con un componente aggiuntivo opzionale di Autonomous Endpoint Management che unisce IT e Sicurezza.

IT Service Management (ITSM)	Enterprise Service Management (ESM)	Autonomous Endpoint Management
Per l'organizzazione che necessita di service management, asset management e capacità di discovery IT moderni e all'avanguardia.	Per l'azienda pronta a offrire un service management intelligente in tutta l'organizzazione.	Estendete il service management con questo componente aggiuntivo che unisce IT e sicurezza.
		Add-on
Include: Portale Self-Service Incident Management Problem Management Change Management Release Management Request Management Event Management Configuration Management Knowledge Management Service Level Management Report/Dashboard Omnicanale/mobile IT Asset Management Vendor Management Contract Management Spedizioni Fatturazione Procurement Ciclo di vita degli asset Stock Management Asset Discovery Analyst AI Assist Correlazione degli incident Classificazione dei ticket Riepilogo tramite IA Traduzione automatica Scrittura assistita da IA Generazione di conoscenze Generazione di widget per dashboard Piattaforma Neurons Framework di esecuzione dei bot Bot universali (manuali) Insight e raccomandazioni Audit e governance	Include tutto ciò che è presente in ITSM, più: Agente IA Self-Service HR Service Management Facilities Service Management Governance, Risk and Compliance (GRC) Project Portfolio Management (PPM) Security Operations Management	Componente aggiuntivo Autonomous Endpoint Management: Gestione unificata dei dispositivi su Windows, MacOS, iOS, Android e IoT Provisioning del sistema operativo Distribuzione di app Catalogo self-service Supporto remoto Punteggio DEX e intelligence in tempo reale Rimedio a ciclo chiuso a livello di parco dispositivi
Componenti aggiuntivi opzionali: Service Mapping Enterprise Integration (iPaaS) Agente IA Self-Service Enterprise Service Management Utilizzo aggiuntivo dell'IA	Componenti aggiuntivi opzionali: Service Mapping Enterprise Integration (iPaaS) Utilizzo aggiuntivo dell'IA

IT Service Management (ITSM)

If your organization is focused on building your core IT service management capability, ITSM is the right solution package for you. With ITSM, your team can manage service delivery to achieve key outcomes, including:

• Aligning with industry best practices / ITIL processes.
• Providing full visibility of all assets.
• Delivering self-service and knowledge management.
• Optimizing software and hardware assets.
• Increasing agent productivity with AI assist.

The ITSM solution package includes the following core modules: IT Service Management, IT Asset Management, Asset Discovery, AI Agent Assist, and the Neurons Platform.

IT Service Management

Ivanti's core ITSM module provides enterprise capable, end-to-end service management capabilities throughout the service delivery lifecycle, from request capture to remediation.

• Built on industry standards with 11 ITIL 4-certified practices, Ivanti ITSM is designed to expand as your needs increase.
• Eliminate costly manual processes while making operations more efficient, compliant and secure with automated workflows.
• Monitor service delivery, quality and commitments with role-based dashboards that provide the real-time information, flexibility and tools needed to configure reports easily through a drag-and-drop interface.
• Get a single point of view of operational, financial and productivity metrics with out-of-the-box dashboards and reports to help you monitor and analyze how well you're meeting performance and business goals.
• Make better and more informed decisions about your IT landscape with additional inventory and asset data dashboards.
• Deliver a truly omnichannel experience that elevates the employee experience with built-in chat and self-service capabilities.

Asset Discovery

Ivanti's Discovery module delivers accurate and actionable asset information in minutes. With Discovery you can easily determine what users and endpoints connect to the network, when they connect and what software is installed on them.

• Gain real-time asset visibility with active and passive scanning and third-party connectors.
• Get actionable insights with normalized hardware and software inventory data, software usage information that automatically feeds configuration management and asset management databases and comprehensive service maps.
• Easily connect multiple data sources and finally have a single source of truth across the enterprise in minutes.

IT Asset Management

Ivanti's ITAM module consolidates your IT asset data and lets you track, configure, optimize and strategically manage your assets through their full lifecycle.

• Define and follow your own workflows or implement out-of-the-box processes with a configurable design.
• Get up-to-date asset information, easy request management and improved service delivery with an asset repository that easily integrates with your service management CMDB.

AI-Agent Assist

Harness AI-driven automation, such as incident correlation, smart ticket classification and summarization, auto translation, AI assisted writing, knowledge generation and dynamic dashboard widgets to accelerate service delivery, reduce manual effort and drive exceptional outcomes across your organization.

Neurons Platform

The platform provides comprehensive visibility and control over an organization's IT environment, enabling IT teams to manage and protect endpoints, execute routine tasks (bots) and enhance user experiences.

Enterprise Service Management (ESM)

If your organization needs to enhance cross-functional communication, reduce redundancies and promote a unified approach to service delivery, you are ready to begin moving to true Enterprise Service Management. With ESM your team can manage service delivery to achieve key outcomes, including:

• Support for core service management workflows outside of IT.
• Support for core strategic processes to enable enhanced service management.
• A common service management experience across the enterprise.
• Efficient operations from a common database of shared services and configuration items.
• Enhanced employee experience and improved analyst productivity with Self Service AI Agent powered by agentic AI.

The Enterprise solution package includes all the capabilities provided in the ITSM package, plus the following modules: HR Service Management, Facilities Service Management, Project and Portfolio Management (PPM), Governance, Risk and Compliance (GRC), Security Operations Management and Self Service AI Agent.

HR Service Management

Streamline and automate your HR service delivery with efficient case management, onboarding, self-service and back-to-work management that support a more productive employee experience with HR Service Management.

• Gain in-depth, actionable HR and employee insights using built-in analytics and reporting.
• Elevate HR service delivery while lowering operational costs. Increase employee satisfaction and productivity with on-demand self-service assistance.
• Provide a consistent, integrated service management experience for employees, managed by the same configuration database as ITSM.

Facilities Service Management

Meet the needs of your business by automating workflows related to day-to-day work orders, work assignments, maintenance tasks and facilities-related projects with Facilities Service Management.

• Automate workflows with pre-configured tools tailored to facilities' everyday needs.
• Streamline the request process with an omnichannel self-service portal. Increase productivity and drive down overhead with work order management and recurring maintenance tools.
• Analyze project costs, operational performance and more with robust reporting tools.
• Optimize operations from anywhere and anytime via a mobile app, web browser and printouts and e-mail that are tracked in the system.

Project and Portfolio Management

Take the guesswork out of project execution so you can create a predictable project delivery machine that delivers results on time, under budget and organization-wide with Project and Portfolio Management.

• Automate workflows with collaboration tools to increase productivity.
• Align corporate strategy with project plans and budgets using cross-portfolio views and control.
• Right-size resources and optimize project delivery.
• Analyze project costs and related factors with robust reporting tools and dashboards.
• Shorten time-to-value for rapid innovation throughout the business.

Governance, Risk and Compliance

Unify your GRC management so all authority documents, citations, controls and risks are tracked in a single system, simply, with Governance, Risk and Compliance.

• Centralize regulatory documentation into a single system for quick and easy mapping of citations to security and compliance controls.
• Align regulatory requirements such as HIPAA, NERC-CIP, SOX, GDPR and others with security best-practice frameworks such as ISO 27001, NIST 800-53, CMMC and others to eliminate duplication and improve visibility into governance status.
• Manage risk proactively to minimize the chance of a security breach, ransomware attack or data theft.

Security Operations Management

Seamlessly integrate across the Ivanti Neurons platform and use the tools already in place with Security Operations Management, built upon the industry-leading Ivanti ITSM and ITAM environment.

• Gain a central place to track remediation activities across Service Management, Operations and Development, linked within the CMDB.
• Create security events as security incidents that follow best practice change management processes to track and manage the entire security incident lifecycle, from investigation to remediation.
• Log, track and manage remediation of vulnerabilities classified and prioritized for you.
• Truly integrate Security Operations Management with the ability to bring in events from critical security solutions or within the Ivanti platform using REST APIs and out-of-the-box integrations.
• Log vulnerabilities and security events within the software development process.
• Gain visibility of events, across Risk, CIs and Types to clearly see the status and remediation activities with configuration dashboards.

Self Service AI Agent

Stop struggling with manual workflows and endless tickets. Transform your service management into an intelligent operation that empowers your organization to move faster and work smarter.

• Natural-language interface for requests and troubleshooting dramatically reduces friction for employees by replacing forms and portals.
• Persona-based AI agents plan, orchestrate and execute tasks autonomously to reduce manual effort, accelerate resolution times and minimize escalations. These intelligent agents act as digital teammates with domain expertise, understanding context and following role-specific policies.
• Incident Creation Agent. Minimize manual work and do away with form-based ticket creation. Generate incidents from natural language input, helping users quickly create incidents in just seconds.
• Service Request Agent. Minimize dependence on conventional self-service portals by enabling service initiation and completion through natural language. Understand user intent and direct requests to the appropriate service, leveraging current workflows and approval processes.
• Knowledge Search Agent. Reduce MTTR by providing immediate access to accurate, current information. Seamlessly search both internal and authorized external knowledge bases using one conversational platform. Results are intelligently ranked, prioritizing trusted and verified content.
• Q&A Agent. Increase efficiency by getting quick, real-time answers and updates whenever you need them. Track the progress of incidents and service requests, and easily manage records: Add notes, modify statuses or update descriptions, all through simple natural language commands.

Autonomous Endpoint Management

When endpoint management, digital experience monitoring and security operate in isolation, problems slip through the cracks. Autonomous Endpoint Management connects it all through native integration with your ITSM workflows. That means IT and security finally speak the same language. You'll get one ecosystem, one source of truth and one streamlined operation driven by intelligent endpoint management that leverages AI-driven automation, predictive analytics and proactive protection.