Service Manager

This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.
To view the help for the latest version of Service Manager, click here

Getting Started with Service Manager

Before using Service Manager, we recommend that you read general information about how the system works:

•Types of Ivanti Users: Lists the different Service Manager user types.

•Using the Ivanti Self-Service Portal: Describes the Self-Service Portal.

•Tips for Using the Online Help: Contains information about using the online help.

•About the Service Manager Consoles: Describes the Service Desk Console and the Configuration Console.

•Logging into Service Manager: Describes how to log in to the Self-Service Portal.

•About Passwords: Explains how to change your password and what to do if you forget your password.

•Changing Your Language or Locale: Describes how to change your language or locale.

•Navigating Through Ivanti: Describes the main parts of the Self-Service Portal.

•Using Search: Describes how to search.

•Answering the Survey: Explains the survey.

•Using Workspaces: Describes the various workspaces of the Self-Service Portal.

•Announcements and FAQs: Contains information about announcements.

•About Alerts: Explains alerts.

•Working with Notifications: Explains how to view notifications.

•Using the Social Board: Explains how to use the Social Board and the Chat Zone.

•Using the Watch List: Explains the watch list.

This topic provides a high-level overview of how to get started using Service Manager.

•Setting Up Your Organization

•Using Business Objects

•Working with the Service Catalog

Setting Up Your Organization

During installation, you entered information about your organization (see Setting Up the Application). After installation, you can modify this information.

•Entering Account Information

•Setting Up Hours of Operation

•Working with Currencies

•Working with Departments

•Working with Localization

•Working with Organization Charts

•Working with Dates, Times, and Time Zones

For information about the system requirements for Service Manager, see the System Requirements and Compatibility Matrix for Service Manager. 

Using Business Objects

Everything begins with business objects. After you create your own business object, there are several things you can do with it.

•Working with Business Objects: A business object is the basic building block.

•Using Fields: A field contains the values that you use within a business object.

•Using Lists: A list shows your data in a tabular format.

•Using Forms: A form shows your data in a format that users can enter data into.

•Using Layouts: A layout, also known as a workspace, is where you place the list or form.

•About Workflows: A workflow creates a set of actions that occur when an action occurs, such as when a record is saved or a status is changed.

Working with the Service Catalog

The Service Catalog is the backbone of Service Manager. Setting this up for end users involves many pieces:

•Working with Services: Create your overall service, such a transportation or communications.

•About Request Offerings: Create a request offering that is available to users.

•Working with Service Level Management: Create the service level agreements and service level packages that define your request offering.

•Working with Service Requests: Once your request offering is published, users see it as a service request.