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Where is IT Asset Management in ITIL? Nicole Conboy, NCA IT Service & Asset Where is IT Asset Management in ITIL? Nicole Conboy, NCA IT Service & Asset Management Consultant NCA 2006

What is “IT Asset Management”? n Inventory Collection “What” n 122 1000 ? 1000 What is “IT Asset Management”? n Inventory Collection “What” n 122 1000 ? 1000 200 Asset Tracking “Where / Who” n SW License Management “How Used” n IT Asset Management Net Book Value “How Much” n Configuration Management Configuration “How Related” Items (CI’s) NCA 2006 2

How do you do IT Asset Management? Inventory Collection § Snapshot of IT assets 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 NCA 2006 3

What about Software License and Configuration Management? Software License Management (metering and monitoring) § 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, SLA’s, UC’s and OLAs NCA 2006 4

ITIL processes assisting with IT Asset Management Configuration Plan and Identify CI’s, Control CMDB, ITIL processes assisting with IT Asset Management Configuration Plan and Identify CI’s, Control CMDB, Track CI Status through lifecycle Management Audit/Verify CI Data, Produce reports Change Management Authorizes changes to CI’s/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 (CI’s) 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 NCA 2006 5

ITIL’s Software Asset Management book § Assists with business case and benefits § Provides ITIL’s Software Asset Management book § Assists with business case and benefits § Provides guidance on implementation § Identifies potential CI’s and attributes to track § Describes license types § Discusses tools Not prescriptive! NCA 2006 6

Implementing Asset/Configuration Management NCA 2006 Implementing Asset/Configuration Management NCA 2006

Why invest in IT Asset or Configuration Management? n n n Legal compliance i. Why invest in IT Asset or Configuration Management? n n n 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 NCA 2006 8

Use a standard improvement method Vision High level business objectives and requirements Assess Understand Use a standard improvement method Vision High level business objectives and requirements Assess Understand where you are - strengths/weaknesses in people, processes, technology, investment Plan Implement Where you want to be and target timeframe Activities to close gap to target Measurements KPI’s to determine if the target was met Continuous Improvement NCA 2006 9

Select CI’s with the highest ROI Desktop Payback Printer Laptop Software Network Server Docs Select CI’s with the highest ROI Desktop Payback Printer Laptop Software Network Server Docs Wireless Cellular Mainframe Telecom PDA Cable Complexity NCA 2006 10

Use a phased approach by: Ø Asset type Ø Configuration Item Ø Location Ø Use a phased approach by: Ø Asset type Ø Configuration Item Ø Location Ø Customer Group Ø Service SW License Management SW Asset Management HW Asset Management Configuration Management Asset Tracking Inventory Collection NCA 2006 11

Don’t forget the CSF’s! n People Ø n Processes Ø n Configuration, Change, Financial, Don’t forget the CSF’s! n People Ø n Processes Ø n Configuration, Change, Financial, Release, Capacity, Incident, Policies, Procedures, Work Instructions, etc. Technology Ø n Process Manager, Configuration Librarian, SME’s, training, ownership, roles and responsibilities, etc. CMDB, Scan tools, DSL, metering/monitoring tools, order tools, etc. Information Ø Data, reports, exceptions, audits, recommendations, plans, etc. NCA 2006 12

Additional tips for success n n n n Determine who owns the program (IT, Additional tips for success n n n n Determine who owns the program (IT, Finance, Procurement? ) Create Program Governance Establish a Process Owner/Process Manager Identify SME’s for each asset class and function in the lifecycle Manage the program with Key Performance Indicators (KPI’s) Include requirements in SLA’s, OLA’s and UC’s 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 NCA 2006 13

Thank You! Nicole Conboy & Associates (416)203 -1840 nconboy@sympatico. ca NCA Partners: Ahead Technology, Thank You! Nicole Conboy & Associates (416)203 -1840 [email protected] ca NCA Partners: Ahead Technology, Burntsand, Micromation Inc. , Procept Associates, Tony Grice & Associates NCA 2006 14