Design Ideas

The Ivanti Service Desk design components enable you to control the on-going design of your Service Desk system and so implement a wide range of approaches to match your service management requirements. Often there is more than one way to achieve the same result, and the best choice often depends on your own business and how you want Service Desk to help you to run your IT and service departments.

The IT Infrastructure Library (ITIL) provides a rich set of guidelines and best practices around the IT Service Management operation. Service Desk is designed to help you to follow the ITIL guidelines, but also enables you to modify and implement your own version of ITIL processes and activities.

This document gives recommendations and suggestions for design changes that you can make to the standard implementation of Ivanti Service Desk using the design and configuration tools that are provided as a part of the application. Much of the content of this document is provided by customers, implementation consultants and product experts.

This document refers to some terms and concepts as described in the IT Infrastructure Library V3 (ITIL 3).

This document is for people who are familiar with the Service Desk design and administration tools. For more information about these, see What are the Designers? and the System administration section of this help system.

Further suggestions are also available from the Ivanti User Community (

You can find advice and suggestions about:

General Design Considerations

Availability Management

Capacity Management

Change Management

Event Management

Financial Management

Incident Management

IT Service Continuity and Disaster Recovery

Knowledge Management

Problem Management

Release Management

Request Fulfilment and Service Requests

Service Asset and Configuration Management

Service Level Management

Service Portfolio Management

Working with External Data Sources for Advanced ITIL Activities

The Design Ideas Database