Ivanti Service Desk Documentation Frequently Asked Questions

Version 78

    Verified Product Versions

    Service Desk 7.7.xService Desk 7.8.xService Desk 2016.xAsset Manager 2016.x

    Note: from 2016.1, we are streamlining our documentation. You can now browse our Online Interactive Documentation section on our Help Portal

    We no longer release PDF or printed documentation on

     

    Ivanti Service Desk Documentation

     

    Welcome to the Community section for Ivanti Service Desk documentation.

     

    In the Spot Light:

    2016.2

    What's New

    Overview of what is new in this release of Ivanti Service Desk

    New Features

    Descriptions of changed functionality and how to use the new features
    Supported Platforms and Feature Compatibility
    Versions of platforms and integrated applications that are supported
    Upgrade Guide
    Upgrade guide from v7.6 or later to v2016.1
    Issues Fixed
    Lists all defects fixed in release

     

     

    Content Packs

    DocumentWritten in:
    Gamification2016
    Experience points reward the user for their use of the software by being allocated every time they perform positive actions
    Service Enhancement Management Content Pack7.8.3
    Continual Service Improvement is widely accepted to be an essential and important part of the culture for any successful IT team
    Customer Happiness Tracking7.8.2
    This content pack contains descriptions of how to create objects, windows and processes to add process-driven feedback mechanisms to your Service Desk implementation
    SnapIT7.8.1
    Enables Ivanti Service Desk customers to implement SnapIT features
    Social7.7.3
    Provides full instructions for creating a new social design in your Ivanti Service Desk
    Multilingual7.7.3
    Enables Ivanti Service Desk customers to implement multilingual features
    Support Appointments7.7.3
    Set up a system where users can book time to visit the IT team and get the help they need
    IT Asset Management7.7.3
    Document describes how to implement Asset Management in your Service Desk implementation.
    Project Portfolio Management7.7.3
    Document describes how to build a workflow that can be used to manage processes.
    Time Tracker Content Pack7.7.3
    Provides the functionality to collect on average how many man hours are being spent on various activities data for use in reporting and real time feedback.
    Service Desk Reporting7.5
    Series of Crystal Reports that can be modified for use with any version of Service Desk from 7.5

     

     

     

     

     

     

    Manuals for Versions 2016 and older:

    Note: Not every document is updated for every release, especially minor point releases, so only the latest changed version is available here.

    Only Documents not available on our Help Portal will be uploaded on Ivanti Community

    To download a full set of Documents in any supported language see our Product Documentation Site

     

    Release Documentation

    Document

    What's New

    2016

    7.8.37.8.27.8.17.8
    Overview of what is new in this release of Ivanti Service Desk

    New Features

    2016

    7.8.37.8.27.8.17.8
    Descriptions of changed functionality and how to use the new features
    Technical Specifications and Architecture Guidelines

    2016

    7.8.37.8.27.8
    Infrastructure guidelines and deployment examples
    Supported Platforms and Feature Compatibility

    2016

    7.8.37.8.27.8.17.8
    Versions of platforms and integrated applications that are supported
    Issues Fixed

    2016

    7.8.37.8.2 7.8.17.8
    List of issues fixed in this release of Ivanti Service Desk

     

    Installation

    Document
    Setup Guide

    2016

    7.8.37.8.27.8.17.8
    Information about installing Ivanti Service Desk
    Upgrade Guide

    2016

    7.8.37.8.27.8.17.8
    Upgrading to the latest version
    One Touch

    2016

    7.8.37.8
    Configuring the One Touch client deployment
    Performant System Design

    2016

    7.8.3
    Advice on configuring and designing a performant system

     

    Design and Administration

    Document
    Designer Guide2016

    7.8.3

    7.8.27.8.17.8
    Designing your system; Object, Window, Process, and Query designers; creating templates, using calculations
    Administrator Guide2016

    7.8.3

    7.8.27.8.17.8
    Maintaining users, service level management, categories and lists, email integration, reports, creating connections, importing data
    Web Access Administrator Guide

    2016

    7.8.3

    7.8.27.8.17.8
    Administrator guide for the Web Access platform, which enables you to administrator the Web Desk and Self Service web applications
    Knowledge Management2016

    7.8.3

    7.8.27.8.1
    Configuring and using Knowledge Management in Service Desk
    CI Consolidation and Graphical Viewer2016

    7.7.2

    7.7.1, 7.7
    Consolidating CI data across data sources, graphical representations of your consolidated CIs
    Service Catalog2016

    7.8.3

    7.8.27.8
    Enables end users to request the business services they are entitled to from a web page
    Desktop Management2016

    7.8.3

    7.8.17.8
    Integration with desktop management systems, such as Ivanti Management Suite
    Event Manager2016

    7.8.3

    7.8.17.8
    Configuring Service Desk so that events from external systems can create and progress Service Desk processes, and enabling automated request fulfilment
    Integrating with Service Desk20167.8.3

    This document highlights some of the many ways in which you can integrate Ivanti Service Desk more tightly with your organization's other business applications and with external applications.

    Management Information20167.8.3
    Displaying Management information about trends in specified metrics
    Resource Manager (retired)n/a

    7.7.1

    Integration with Microsoft Outlook calendars
    RSS Generator2016

    7.8.3

    Creating RSS feeds from Service Desk queries
    Telephony Integration2016

    7.8.3

    7.8
    Integration of your telephony system into Service Desk
    Test To Live2016

    7.8.3

    Transferring system design from Test systems to Live systems.
    Prebuilt Content2016

    7.8.3

    7.8.2
    Description of the processes, reports, queries, and other features delivered in the standard database
    Design Ideas2016

    7.8.3

    Ideas for extending the design of your Service Desk system

     

    End User Guides

    Document
    Web Desk User Guide2016

    7.8.3

    7.8.27.8.17.8
    User guide for the Web Desk application that provides analyst functionality through a web browser
    Self Service User Guide2016

    7.8.3

    7.8.27.8.17.8
    Provides end users with appropriate access to Service Desk through a web page
    Mobile Web Desk User Guiden/a

    7.8.3

    Accessing the Service Desk using a mobile device
    Workspaces (Previously BridgeIT)2016

    7.8.3

    7.8.27.8.17.8
    Provides end users with appropriate access to Service Desk through a mobile device