Where is IT Asset Management in ITIL?

1
Where is IT Asset Management in ITIL?
Nicole Conboy, NCA IT Service Asset Management
Consultant
2
What is IT Asset Management?

• Inventory Collection
• What
• Asset Tracking
• Where / Who
• SW License Management
• How Used
• IT Asset Management
• How Much
• Configuration Management
• How Related

200
1000
1000
122
?
Net Book Value
3
How do you do IT Asset Management?

• Inventory Collection
• Snapshot of IT assets (wall to wall)
• Requires an inventory repository
• Use of scan tools will increase accuracy and
  efficiency
• Asset Tracking
• Requires Change Management (or IMAC) to authorize
  changes and notify asset data base administrator
• Requires an asset repository and scan tools/site
  visit to verify DB
• Requires user verification for accuracy (use
  Incident Management)
• HW and/or SW IT Asset Management (full lifecycle
  management)
• Uses ITIL Incident, Change, Release,
  Configuration, Capacity, Financial and Service
  Level Management processes
• Requires interface to Contract Management
  (Warranty, Maintenance)
• Understand TCO of IT Assets
• Requires accurate reports

4
What about Software License and Configuration
Management?

• Software License Management (metering and
  monitoring)
• Requires Asset DB, Metering/Monitoring tools,
  Discovery tools, DSL
• Uses ITIL Change, Financial, Capacity,
  Configuration and Release Management processes
• Requires interface to Contract Management,
  Procurement
• Requires HW Asset tracking
• Configuration Management
• Requires CMDB (with functionality to define
  relationships)
• Discovery tools will increase accuracy
• Uses NW diagrams and build information
• Includes documentation
• Requires Change and Release Management for
  accuracy
• Service Level Management will ensure success
  through continuous improvement, SLAs, UCs and
  OLAs

5
ITIL processes assisting with IT Asset Management
Configuration Management Plan and Identify CIs, Control CMDB, Track CI Status through lifecycle Audit/Verify CI Data, Produce reports
Change Management Authorizes changes to CIs/assets
Financial Management for IT Assists with determining budgets, depreciation methods Allocates cost types to assets (CIs) Uses HW/SW costs/details for use in cost models, plans, TCO
Release Management Orders HW/SW for release maintains DSL and DHS Maintains Documentation (licenses, contracts, procedures)
Capacity Management Determines correct capacity of resources (CIs) for business (plans) Monitor usage and allocate licenses accordingly
Incident Management Service Request Standard Change, procedures to update CMDB Report CI discrepancies
Service Level Management Define requirements, deliverables for IT Asset Services Create SLA, UC, OLA
6
ITILs Software Asset Management book

• Assists with business case and benefits
• Provides guidance on implementation
• Identifies potential CIs and attributes to track
• Describes license types
• Discusses tools
• Not prescriptive!

7
Implementing Asset/Configuration Management
8
Why invest in IT Asset or Configuration
Management?

• Legal compliance i.e. Sarbanes-Oxley, Privacy
• Software license compliance
• Assist high-availability
• Improve management of IT resources (people,
  tools)
• Increase user efficiency
• Reuse of assets/Recovery of lost assets
• Timely lease returns
• Relieve tax burdens
• Secure, timely product removal
• Address vendor challenges or invoice errors
• Improve warranty service

9
Use a standard improvement method
High level business objectives and requirements
Understand where you are - strengths/weaknesses
in people, processes, technology, investment
Where you want to be and target timeframe
Activities to close gap to target
KPIs to determine if the target was met
Continuous Improvement
10
Select CIs with the highest ROI
Desktop
Software
Laptop
Network
Server
Printer
Docs
Wireless
Payback
Telecom
PDA
Cellular
Mainframe
Cable
Complexity
11
Use a phased approach

• by
• Asset type
• Configuration Item
• Location
• Customer Group
• Service

SW License Management
SW Asset Management
HW Asset Management
Configuration Management
Asset Tracking
Inventory Collection
12
Dont forget the CSFs!

• People
• Process Manager, Configuration Librarian, SMEs,
  training, ownership, roles and responsibilities,
  etc.
• Processes
• Configuration, Change, Financial, Release,
  Capacity, Incident, Policies, Procedures, Work
  Instructions, etc.
• Technology
• CMDB, Scan tools, DSL, metering/monitoring tools,
  order tools, etc.
• Information
• Data, reports, exceptions, audits,
  recommendations, plans, etc.

13
Additional tips for success

• Determine who owns the program (IT, Finance,
  Procurement?)
• Create Program Governance
• Establish a Process Owner/Process Manager
• Identify SMEs for each asset class and function
  in the lifecycle
• Manage the program with Key Performance
  Indicators (KPIs)
• Include requirements in SLAs, OLAs and UCs
• Promote understanding/compliance with policies,
  process, standards
• Standardize procedures to improve activities
• Ensure financial and audit controls are in place
• Assess, implement and integrate tools to enable
  the process
• Provide common and consistent interfaces for
  asset acquisition, financial management and
  disposal across the organization
• Enable information to be easily accessible in a
  timely manner
• Reduce the cost of managing assets
• Establish a continuous improvement program to add
  value
• Keep it simple

14
Thank You!

• Nicole Conboy
• Nicole Conboy Associates
• [phone]
• nconboy_at_sympatico.ca
• NCA Partners
• Ahead Technology, Burntsand, Micromation Inc.,
• Procept Associates, Tony Grice Associates