IT Service Management

Modernise self-service. Improve user satisfaction. Empower your IT workers.

Modify and modernise your business processes with Ivanti IT Service Management solutions


Forget coding and customisation! Achieve the business processes you need with just one click.

Introducing Ivanti IT Service Manager (ITSM)

Ivanti IT Service Manager is comprehensive ITSM and ESM platform, recognised in the Gartner leader’s quadrant. It simplifies your ability to schedule, track and do work for customers both inside and outside your organisation.  

Ivanti ITSM is a core component of Fusion5’s overall Unified IT strategy. We’ve used it to not only standardised our internal practices, but those of over 60 of our customers. With its 4-step wizard, you can quickly publish new services - inexpensively and in line with the business strategy, all without generating code.


Simplify the creation of your corporate services portfolio

If your IT, HR, Facilities, Managed Services, or product development teams need to publish a new service catalogue item on your self-service portal for user consumption, is it a mission? Does it fall into the ‘too-hard’ basket?

Many organisations don’t have the right tools to custom develop forms and workflows, tweak access privileges and integrate them into a 3rd party system. Rather than facing a major and expensive undertaking they opt for manual processes.

Service catalogue automation the Ivanti ITSM way

Ivanti ITSM makes creating and publishing service items fast, simple, and more affordable than using a full-time employee to set it up. When a user or an employee fills in a form on the self-service portal, a non-human entity does most or all of the work.

Examples include:

  • New user provisioning (Active directory tasks, O365 + M365 tasks, mailbox creation, group policies)
  • User termination
  • Security access requests
  • Software requests and software installations
  • Cloud provisioning requests
  • Starting and stopping IT resources
  • Patch automation
  • SharePoint site creation
  • Teams creation
  • Any DevOps runbook


Calculate the business case for service automation

Service automation is one of the easiest business cases to justify an investment in. You take the number of times each task is performed per month and multiply it by the cost/effort of each. And presto, there’s your cost saving.

Then there’s all the intangible benefits such as reduced human error, better auditability, and a faster average time to resolve an issue or fulfil a request.

Architecturally, the runbook automation engine in the Ivanti ITSM platform is highly scalable and deeply integrated to both the workflow engine and business rules engines, making it easier and cheaper to achieve service automation.


Tackling telephony and ticketing system integration

If you’ve done this successfully, bravo! It’s no mean feat.

Personally, we prefer (and recommend) the Ivanti Service Manager approach. With an IVR that enables extension re-directs from any PABX or VOIP telephony system, Ivanti Service Manager provides all the call centre features you need - without the pain. It handles heavy call volumes at peak times, allows for zero touch password resets, fully integrates with softphone, has screen pops (in the ITSM tool itself), and skills-based routing. And Ivanti’s voice automation capabilities assist your frontline support team to handle and manage incoming calls.

“The flexibility of the Ivanti cloud platform (ESM) has allowed UNIFY to design and enhance our service management capability operating as an MSP in the areas of Identity Access Management, Security and Governance. With UNIFY’s expertise and Ivanti’s robust workflow engine we have been able to deliver consistent and repeatable service solutions to our customers”.

Adam Aurisch, Service Delivery Manager UNIFYHost for UNIFY Solutions

Streamline your business processes with these Ivanti ITSM modules and capabilities

  • Mobile Self-Service
  • Service Catalogue
  • Email Listener
  • Voice Automation
  • Incident Management
  • Event Management
  • Problem Management
  • Knowledge Management
  • Request Management
  • Change Management
  • Configuration Management
  • IT Financial Management
  • Release Management
  • Project Management
  • Portfolio Management
  • Task Management
  • Service Level Management
  • Surveys
  • Reporting and Dashboards
  • Business Rules Engine
  • Workflow Engine

Cloud or on-premises ITSM

Ivanti is one of the very few vendors that does not have multiple ITSM product lines. There’s no express, cloud or on-premises version. Instead, it’s a single product with a code base that works across all architectures. So, if you switch architectures down the line, there are no re-implementation costs. You can just lift and shift the basics along with any minor commercial model changes - and that’s it. You’re not locked in.

Your IT Service Management partner

Fusion5 has over 60 implementations under its belt. We’re the largest Ivanti Service Manager practice in the region. We specialise in multi-tenancy and onboarding multiple departments onto a single ESM platform.

“Fusion5 assisted us in our implementation of Ivanti Service Manager and without their expertise our implementation wouldn’t have gone so smoothly.”

Iain Teo, ICT Operations Manager, Archdiocese of Brisbane

More of Ivanti

A quick guide to IT Service Management


What is IT Service Management (ITSM)?

ITSM is a set of repeatable processes to help provide, support, and maintain organisational IT services.

What are the primary attributes of ITSM?

The primary process in ITSM is that of incident management, with the aim to manage, measure and ultimately improve the mean time to resolution. Faster resolution time means cost savings, operational efficiencies, and a better level of customer satisfaction.

What is the ITIL framework?

The ITIL framework is a set of recommendations released by the UK government in the early 1980s to help IT departments manage their budgets better and deliver more transparent reporting back to the business. There are a set of books and certifications detailing every ITSM process and how to optimise them. Most organisations try to adhere to these recommendations, but often struggle to work within the ITIL framework as it requires a tailored approach to balance best practice with business alignment.

What other frameworks with overlapping disciplines are related to ITSM and ITIL?

COBIT, Six Sigma and IAITAM in the strategic realm, TOGAF, SOA, PMBOK, Agile, Prince2 and DevOps in the execution realm, ISO/IEC in the operational realm. See graphic. *


How does ITSM help reduce IT costs?

ITSM saves time and enables you to do more with less. While IT has traditionally been considered a cost centre, ITSM and Unified IT frameworks can easily transform it into a profit centre, and enable your business to stay agile and innovative so you can rapidly adapt to changing markets and economies.


Great outcomes start with great conversations.