Upgrading Neurons for ITSM from an Earlier Release

11 min

Landscapes

During the upgrade of Neurons for ITSM, you can upgrade the development (staging) or testing (UAT) landscapes and test them without affecting the production landscape. After you have verified that the development (staging) or testing (UAT) landscape upgrade was successful, go ahead with production landscape upgrade.

Reporting Feature

You must upgrade both Neurons for ITSM and the reporting feature at the same time. The versions of the software for both Neurons for ITSM and the reporting feature must be the same.

Licenses

The versions of Ivanti Service Management before the Release 2015.1 used a different licensing structure. When you upgrade to Neurons for ITSM Release version 2015.1, the system automatically uses the licenses that you used in the previous release.

In the System Configuration Wizard, on the Configuration Application page, there are fields to enter the license files. The system populates these fields automatically based on your previous license file. See Configuring the Configuration Database.

DSM Integration

If your Neurons for ITSM deployment includes a DSM integration, you must configure and verify your DSM integration for the new release.

For Ivanti Service Management releases prior to 2015.2, use the DSM Integration service component available in the Neurons for ITSM installer for DSM Integration.

For Ivanti Service Management releases 2015.2 and later, use the package from the Ivanti App Store for DSM Integration.

After you have upgraded Neurons for ITSM, access the Ivanti Software App Store and the DSM integration by doing the following:

Log into https://support.heatsoftware.com/.

Go to the Ivanti Software App Store by selecting App Store from the top menu.

From within the Ivanti Software App Store, open the DSM integration package.

Download the DSM integration package for Release 2019.1 and the accompanying instructions.

Follow the instructions to configure and verify your DSM integration.

For more information about DSM, see Working with DSM in the online help.

About Upgrading from Earlier Releases

The upgrade to the N version of Ivanti Service and Asset Manager should always be performed from the N-1 version. For example, upgrading the on-premise version from 2018.1.1 to 2019.1.0 should be done only after the upgrade path of 2018.3.1. Skipping any released version of the application during an upgrade might cause the upgrade to fail or the application to stop working after the upgrade.

2019.2 is a cloud-only release and has no updates for on-premise customers.

The system upgrade log file under c:\Logs\ReleaseTool will be “ApplyPatchConfigDB2019.3.1.log” for configuration database, which is expected for 2020.1 release.

When upgrading Neurons for ITSM, you must upgrade every release version between your currently installed and the latest available version in a sequential order. For example, if you are on ITSM version 2023.1 and want to install the latest version 2025.3, you need to install all the versions between 2023.1 and 2025.3 in a sequential order. Refer to the below table for information on all ITSM versions.

Upgrade From Release	Details	Install Release
2013.1.x	The current Ivanti Service Management version and the Inventory Management component, if present. See Uninstalling the Inventory Management Component.	2013.2.2
2013.2.x		2014.1.1
2014.1.x		2014.2.1
2014.2.x		2014.3.1
2014.3.x		2015.1
2015.1.x	Nothing.	2015.2
2015.2.x		2016.1
2016.1.x		2016.2
2016.2.x		2017.2
2017.2.x		2017.3.x
2017.3.x		2018.1.x
2018.1.x		2018.3.x
2018.3.x		2019.1.x
2019.1.x		2019.3.x
2019.3.x		2020.1.x
2020.1.x	Important steps to be performed. Click here to view the steps.	2020.2.x
2020.2.x	Nothing	2020.3.x
2020.3.x		2020.4.x
2020.4.x		2021.1.x
2021.1.x		2021.2.x
2021.2.x		2021.3.x
2021.3.x		2021.4.x
2021.4.x		2022.1.x
2022.1.x		2022.2.x
2022.2.x	Install the patch - HotFix_BUG_997037_994439-OnPrem.zip (install this patch after upgrading to 2022.3 and on fresh installation).	2022.3.x
2022.3.x	Click here for details.	2022.4.x
2022.4.x		2023.1.x
2023.1.x		2023.2.x
2023.2.x		2023.3.x
2023.3.x	Refer to Installing Neurons for ITSM	2023.4.x
2023.4.x		2024.2.x
2024.2.x		2024.3.x
2024.3.x		2025.2.x
2025.2.x		2025.3.x
2025.3.x	Refer to Finishing the System Configuration	2025.4.x

Installing upgrade versions in a sequential manner is mandatory. You cannot skip any version and install a higher version. For example, if you are on version 2023.2, you cannot directly install 2025.2. You have to install every version that is released in the sequence. However, the cache re-build is required only after installing the final version that you use to access the ITSM application.

Installing the Additional App Domain provided with the package is mandatory. To install, follow the instructions given in the Additional App Domain Deployment (Up to version 2025.3).

The installation process is the same for all hosts in your deployment except for the additional features installation. And this selection is made in step - 6 Your selection of features from the Setup dialog box depends on the role of the individual host in your deployment plan.

After the Additional App Domain powershell script is successfully run, the Cache Rebuild is automatically executed. If the Additional App Domain powershell script is not run in the same machine, then the Cache Rebuild should be executed manually. For instructions on how to execute Cache Rebuild, refer to Neurons for ITSM Cache Rebuild.

Upgrading from Ivanti Service Management Release 2017.3.x

If you are upgrading to Neurons for ITSM Version 2018.3, you must first upgrade to Neurons for ITSM Version 2018.1.1. You do not have to uninstall Ivanti Service Management Release 2017.3.x.

If you have a multiple server environment, you must shut off the notifications to the web servers before you upgrade the system. This is because when you make metadata changes as part of the upgrade, the system tries to synchronize them. As the versions are different, the system stops responding or takes a lot of time. See step 2 below.

Perform these steps on the system that hosts the Neurons for ITSM components:

Back up the following items:

Neurons for ITSM Configuration Database (ConfigDB)

Neurons for ITSM Application Database

Attachment folder (if used)

(Optional, if your system uses multiple servers) Deactivate the web servers by doing the following:

a. Log into the Configuration Database. See the Configuration Database guide for Neurons for ITSM for information about using the configuration database.

b. Open the Web Servers workspace. The system displays a list of web servers.

c. Open a web server record.

d. Clear the Server is Active check box.

e. Click Save.

f. Repeat for all of the web servers.

Access the installation folder on the Ivanti product CD or zip file and run IvantiServiceManager.exe. Right-click and select Run as Administrator to ensure proper installation.

The installer checks for the prerequisite software components. If any of those components is not installed, the system prompts you to install them now.

Click Install at the prompt. Installation of the prerequisite software can take several minutes. If you are prompted to restart the system, click Yes.

In the Upgrade Confirmation dialog box, click Yes. The system displays the Welcome dialog box. The installer checks for space and other requirements before displaying the Next button.

In the Welcome dialog box, click Next. The system displays the License Agreement dialog box.

Choose I accept the terms in the license agreement and click Next. The system displays the Destination Folder dialog box.

Click Next to accept the default installation folder, or click Change and select a different folder. The system displays the Setup Type dialog box.

Your selection of features from the Setup Type dialog box depends on the role of the individual host in your deployment plan.

For the Demonstration or Proof-of-Concept Deployment, choose Complete, click Next, and install all components.

For the Minimum Production Deployment , choose Complete, click Next, and install all components.

For the Enterprise Production Deployment, your choice depends on the role of the host:

Production processing server: Choose Custom, click Next, and install all components except for the Operations Console.

Staging or UAT processing servers: Choose Complete, click Next, and install all components.

Web servers: Choose Custom, click Next, and only install the Ivanti Service Manager application server.

For the Enterprise Production Deployment, note the following:

If your deployment includes different processing servers for production, staging, and UAT, you must install the License Manager in every one of those landscapes.

You can choose Complete and install all Neurons for ITSM features on all of your servers, but doing that takes up more disk space than necessary.

When installing components, note the following:

To not install a component, click the down arrow next to the server icon next to the category name, highlight the component, right click, and select This feature will not be available.

If your deployment includes DSM, you do not need to install the DSM integration service because that component has been incorporated into Ivanti Service Management since Release 2015.2.

Click Next. The system displays the Ready to Install the Program dialog box.

Click Install. The system begins installing Neurons for ITSM and displays a status dialog box, showing the installation progress of each module over the next few minutes.

Click OK if the system displays a dialog box saying that reboot is required after installation.

If the system displays a dialog box saying that some of the files that need to be updated are currently in use, choose Automatically close and attempt to restart applications and click OK.

When the installation is completed, the system displays the System Configuration Wizard.

Go through the pages in the wizard making any changes that might be necessary.

If you already have an existing administrator account, you do not need to create a new account. Just enter the information for your existing administrator account.

On the Upgrade System page, do not select Do not create backup prior to upgrade check box unless you already made a backup.

Notice that the system table version and metadata package version for the configuration database are not the latest versions. See the
image
.

Click the top Upgrade System button.

When prompted, enter the administrator role credentials for the configuration database and click OK.

If your deployment has additional databases to upgrade, repeat steps 15 and 16 until:

a. All of your databases have been upgraded:

Configuration database

Application database (IvantiSM)

b. All of your environments have been upgraded:

Production

Staging

Development (optional combination of staging and UAT)

Click Finish.

Restart the host server.

(Optional) If you also installed the Neurons for ITSM reporting feature, you must upgrade it to the match the release number of your Neurons for ITSM system. Access the installation folder on the Ivanti Software product CD or download folder and run ReportingService.exe to upgrade Neurons for ITSM reporting feature.

Upgrading from Ivanti Service Management Release 2014.3 or Earlier

About Upgrading From Ivanti Service Management Release 2014.3 or Earlier

Uninstalling the Inventory Management Component

About Upgrading From Ivanti Service Management Release 2014.3 or Earlier

Beginning with Ivanti Service Management Release 2015.1, the Inventory Management component is known as Ivanti HEAT Discovery. As a result, before you can upgrade to the current version of Neurons for ITSM, if you are upgrading from Release 2014.3 or earlier, you must first uninstall the Inventory Management component.

Uninstalling the Inventory Management Component

Perform the following steps on the system that hosts Neurons for ITSM:

Click the arrow at the bottom of the Start menu to view the Apps menu.

Mouse-over the Uninstall Ivanti Service Management icons to find the one for the Inventory Management component.

Click Uninstall Ivanti Service Management.

In the confirmation dialog box, click Yes.

Upgrading from Ivanti Tryvium 2020.1 Release to 2020.2 Release

Perform the following steps before installing 2020.2 from 2020.1 release.

Open the Configuration console.

Under Security Controls, select Security and Sessions.

Under Concurrent Session, change the value of Named User, Privileged User, and Non Privileged User to 0.

Save the changes and refresh the page and re-validate the values are changed.

Now you can install 2020.2 Neurons for ITSM.

After installation is complete, you can change the concurrent users values as it was earlier.