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Ivanti adds greater automation capabilities to Enterprise Service Management portfolio

By Catherine Knowles
Wed 19 Aug 2020
FYI, this story is more than a year old

Ivanti has released enhanced capabilities for the Ivanti Enterprise Service Management portfolio, with new biometric authentication, integrated self-service chat, and new asset discovery and automation bots.

According to the company, the new releases give service desks greater visibility, in real time, to actionable information across their device estate to improve the accuracy, speed and efficiency of services delivered.

This leads to better outcomes and can resolve up to 80% of issues before users report them through the use of automation bots.

Leveraging Ivanti Neurons, announced last month, Ivanti has added hyper-automation bots to self-heal and self-secure devices and provide proactive support.

Furthermore, the Ivanti Enterprise Service Management 2020.2 release includes the following: automatic asset discovery and population of asset management and configuration management databases; biometric authentication and push notification enhancements to mobile applications; and integrated self-service chat for internet browsers and mobile applications.

It also includes extended out-of-the-box content for facilities management, adding to HR, and other department use cases beyond IT, providing automated workflows; and automation connectors to the Epic EMR (Electronic Medical Record) software application and IBM environments to further improve efficiency and quality of end-to-end processes.

Ivanti executive vice president and chief product officer Nayaki Nayyar commented on the announcement.

She says, “Today’s users, whether working remote or in the office, expect a personal and immediate resolution for issues impacting their ability to remain productive.

“The combination of Ivanti Enterprise Service Management with Ivanti Neurons augments service desk analysts with automation bots that detect and resolve issues and security vulnerabilities proactively, predictably, and autonomously.

"This is one of the ways we transform service desk operations and enable significantly better user experiences and outcomes.”

University of Southern Queensland (USQ) also commented on the solution and the benefits the organisation has seen.

Director of client services for ICT services, within the Enterprise Services Division, Naomi Lutvey says, “With Ivanti, virtually every department in the University now has access to a dedicated staff knowledge base HR, facilities, legal, faculty, student service teams, marketing teams, etc.

“It’s allowed us to move ahead very, very quickly and demonstrate the reasons why we wanted to track and manage remote devices without staff needing to be connected to a VPN.

"It's configurable. I can't emphasise that enough. There is no coding, it's all configuration. And the flexibility which that has allowed us is enormous.”

Ivanti Service Manager 2020.2, Ivanti Asset Manager 2020.2, Ivanti Automation 2020.2, and Ivanti Neurons are available now.

Ivanti provides solutions for IT and Security Operations to help businesses discover, manage, secure and service from cloud to edge.

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