New Features

Legend

A This feature automatically appears upon upgrade; usually smaller enhancements that do not disrupt daily use for existing customers.
C This feature is immediately available to all customers but must be specifically configured.
M This feature is not available to existing customers and must be manually configured. This is typical of certain types of metadata changes that could adversely affect existing deployments. This content may be available as a package in the Ivanti Marketplace.
N This feature immediately available to new installations and not to existing customers.
P This feature is restricted to, and relevant for, on-premise deployments only.
S This feature is restricted to, and relevant for, cloud deployments only.

Release 2020.4

New Features

Feature Description *

Help Topic Link

Integrating Microsoft Teams App with Service Manager You can integrate Microsoft Teams app with Ivanti Service Manager. With this, the end user can use Microsoft Teams as a communication channel to chat with Service Desk Analysts, create incidents, and view incidents' statuses. C Integrating Microsoft Teams App with Service Manager
Enterprise Self Service Welcome Page Organize your Self Service Mobile content with this new capability, which allows you to configure different Self Service Mobile pages for different departments/services. All these can be hosted on the New Enterprise Self Service Welcome page, which will act as a gateway for all the end user needs. C

Configuring the Enterprise Self Service Welcome Page

Using the Enterprise Self Service Welcome Page

Search UI in the Self Service Mobile portal is enhanced for better user experience.

Self Service Mobile users will now have better search experience in Self Service Mobile home page as well as in the Search workspace as the keyword searched is highlighted in the search results and a delete icon is provided the search bar to easily clear the text.

A

Search in Self Service Mobile Portal

Updated Self Service Chat Capability – Support for Rich Content

Self Service Chat now has visually improved content, where end users can now paste images and hyperlinks directly into the chat window. This increases productivity for analysts and better end users experience.

A

-

InSightVM and Ivanti Service Manager Integration

InsightVM and Ivanti Service Manager Integration allows you to reduce risk through automated workflow that eases collaboration between IT and Security team.

C

InSightVM and Ivanti Service Manager Integration

Auto-detected Security Vulnerabilities

New workflow block - Search and Link is supported

Customers can now directly pass parameter value from Service Request to “Search and Link” Block which will reduce the dependency of copying the value in Service Request object and then pass to Quick action block.

C

Search and Link

Support for MS Graph

You can use MS Graph for email configuration.

C

Email Configuration

Search Metrics Analytics

With Search Metrics, you can track the searched keywords and the volume of each search in the Self Service Mobile portal.

C

Search Metrics

System Configuration Wizard

For Service Manager System Configuration Wizard, the default behavior of the configuration of web server has been changed from HTTP to HTTPS.

A

-

Enhanced API Endpoints Security

The API endpoints accessing the Config Server are no longer exposed to the public internet. It will now be authenticated by API Key.

C

Refer to the Central Config API Authentication topic in the Configuration Database guide.

Release 2020.3

New Features

Feature Description *

Help Topic Link

Mobile Analyst Capability – CI/Asset

Customers can now use Mobile Analyst to view and edit CI/Asset details from mobile. They will have flexibility to create incidents for CI/Asset on-the-go.

This new workspace will help customers view list of CI/Assets based on saved search(es), open form view of individual CI/Asset, edit & save individual CI/Asset and create new incident for that CI/Asset.

C

Configuration Item

Updated Mobile Analyst Capability – Create Service Requests

Service Manager Analysts using the Ivanti Service Manager mobile app on their phones can now create Service Requests.

It is mandatory to apply content package available on Ivanti Marketplace to enable this functionality. Applicable for Cloud & On-Premises customers. We recommend that you use the Mobile Analyst capability on iOS or Android phones. Support for iPad and other tablet devices is planned for a future release.

Customers can access or download current version of the Mobile App available for Android and iOS to be able to leverage this functionality.

Existing customers: Please visit the Ivanti Marketplace to download the content package. Content package would be available for download by or before Thursday, September 10, 2020.

C

Working with Service Requests

Additional Style Editor element

New field - Text is added to Style Editor which allows you to set the text color of all common text including the user role text in the login page.

C

Styling the Login Page

Updated Self Service Chat Capability - Concurrent chat conversations for Analysts

Service Desk Analysts can better manage high customer interaction volume through Chat channels by being able to interact with multiple customers simultaneously.

Enhancements in the Self Service Chat capability is available for Cloud customers only.

C

Chatting with the End Users

PaginationSearch Web Method

The PaginationSearch web method retrieves one or more business objects based on the search criteria.

C

Using the PaginationSearch Web Method

Enterprise Service Management - Security Operations Content

Ivanti Service Manager already delivers support for non-IT use out-of-the-box. The Security Operations

capabilities are included to further leverage Ivanti Service Manager for non-IT tasks and workflows in Security Operation space focusing on Security Incident Management, Vulnerability Management, Governance and Compliance.

This includes new forms and field descriptions, new security request offerings, pre-built workflows, analyst

dashboards, confidentiality for security incidents, security knowledge management as well as 7 OOTB SSRS reports. Applicable for Cloud and On-Premises customers.

New and Existing customers: Please visit the Ivanti Marketplace to download the content package. Content package would be available for download by or before Monday, September 14. 2020.

C

Working with Security Operations

Import Discovery Data from Ivanti Neurons

Ivanti Service Manager customers can easily enable population of the CMDB from Ivanti Neurons.

Applicable for Cloud customers only.

Existing customers: It is mandatory to apply the Ivanti Service Manager content package in order to enable this capability. Please visit the Ivanti Marketplace to download the content package. Content package would be available for download by or before Thursday, September 10, 2020.

C

Import Discovery Data from Ivanti Neurons

Accessing Knowledge articles in the Self Service Mobile portal through URLs

You can access a specific knowledge article in the Self Service Mobile portal through URLs.

C

Login using URLs

Product Documentation – Online Help Updates

Ivanti Service Manager and Asset Manager also has help available within the application; accessible by clicking the Help icon in the upper right corner of the application.

Starting with 2020.3 release, when clicking Help from within the application, users will be re-directed to the

latest help pages available online. This will ensure that users always have access to the latest Help information.

A

-

Release 2020.2

New Features

Feature Description

*

Help Topic Link

Chat with Support

Self Service Mobile users can now chat with Support staff to ask queries or report issues. Users who are enabled to service the Chat users can take up Chat requests and help with the queries or issues or even raise an Incident if unable to solve.

C

Chat with Support

Biometric

Self Service Mobile and Mobile Analyst users can now enable finger print or face ID to access Service Manager mobile application.

Supported on iOS and Android mobile devices.

C

Biometric Authentication Login

Push Notifications

Self Service Mobile and Mobile Analyst users can now receive notifications on their Service Manager mobile application.

Supported on iOS and Android mobile devices.

The data you configure in the Quick Action - Mobile Push Notification will be routed through third-party servers (Firebase Cloud Messaging), please refrain from using sensitive data or any personal identifiable information. This Quick Action can be used in Business Rules or Workflows.

C

Mobile Notifications

Configuring Mobile Notifications

Deploying Software from a Request Offering

If you have Ivanti Automation and Ivanti Endpoint Manager, you can configure a request offering that automatically installs software on an end user's computer.

C

Deploying Software from a Request Offering

CMDB Turnkey

Ivanti Service Manager and Asset Manager customers can bring in data from Ivanti Cloud into CMDB and Asset repository with more flexibility and control.

CMDB Turnkey is available to Cloud customers only at this time.

C

-

Enhanced content for Human Resource capabilities

The Human Resource capabilities are enhanced to include additional templates for Self Service users, HR Knowledge, and Report workspaces.

C

Working with Human Resource

Enhanced content for Facilities Management

The Facilities Management capabilities are enhanced to include templates specific to request facilities by Self Service users. Workflows are designed to cater to Facilities Management to manage and track facilities requests, work orders, facilities assets, and location.

C

Working with Facilities Management

Enhanced Mobile Analyst capability

Mobile Analysts can now manage and track Service Requests from their mobile devices.

C

Working with Service Requests

Release 2020.1

New Features

Feature Description *

Help Topic Link

OAuth support for Exchange Web Services

OAuth Authentication support is provided to replace Basic Authentication when connecting Ivanti Service Manager to Exchange Web Services/Office 365.

However, customers who continue to use local Exchange servers will have both OAuth and Basic Authentication options available.

Note: In 2020.1 release, the OAuth support is limited only to Exchange Web Service Protocol for Incoming and Outgoing Server configuration.

A

Working with Email Servers

Working with Email Inboxes

Single-sign-on

Customers can now leverage Single-Sign-On (SSO) when accessing Ivanti Service Manager through the iOS or Android mobile app.

Note: Support for Self-Signed Certificate configurations via iOS devices is not available from Apple for ADFS or any other SSO. Use only trusted CA signed SSL certificates.

C

Working with Single-on Authentication

Enhanced content for Human Resources

The Human Resources capabilities are enhanced to leverage Ivanti Service Manager for non-IT tasks and workflows. This includes updated forms and field descriptions as well as 16 new request offerings; delivering 34 HR-specific request offerings.

C

Working with Human Resource Capabilities

Updated Mobile Analyst capability

The Mobile Analyst capabilities introduced with 2019.3 is further enhanced, Service Desk Analysts using the Ivanti Service Manager mobile app on their phones can now create incidents and tasks.

Also, the Mobile Analyst capability is now available for use in On-Premise deployments.

However, for on-premise customers this is the first release.

C

Working with Mobile Analyst