The Value of ITAM To IT Service Management. Presented by Daryl Frost. Copyright Burswood Information Solutions Limited 2015

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1 The Value of ITAM To IT Service Management Presented by Daryl Frost

2 What The!! We buy all this IT equipment Where is it!! How much are we buying it seems to cost a fortune! Are we getting any value from IT in the organisation It seems like a bottomless money sucking pit! How do I know if my data is secure? We are being audited!! Where is everything where are licenses Where is the proof!

3 The Figures Gartner states that organizations now have a 68% chance of being audited by at least one software vendor 2014+(up from 54% in 2009). Forrester, Gartner and IDC state that organisations can save between 10 30% of their IT budget through improved ITAM processes Gain efficiencies estimated at 15-20% through integration of IT asset management and service management (Info-Tech Research Group) Organisations with good IT governance have on average a 20% higher profit than those without (IT Savvy)

4 Who are we? Burswood Information Solutions Limited New Zealand based company Providing: IT Asset Management IT Project Management IT Business Management Consultation Services Roadmap Governance Improvement Implementation Training Only IAITAM ATO in Australasia

5 Who is IAITAM The International Association of Information Technology Asset Managers, Inc. ( IAITAM ) is the global professional association for individuals, organizations, and providers involved in any aspect of the life cycle processes for IT assets of every size and industry. Mission is to be the principle resource for comprehensive IT Asset Management best practices worldwide, Identifies and recommends ITAM best practices Promotes the IT Asset Manager job as a profession Have developed ITAM Best Practices architecture solution in the market IAITAM holds the only IT Asset Management certifications that are recognized worldwide Their membership organisation is dedicated to IT Asset Management Is a Vendor neutral party Sponsors the only conference in the world dedicated specifically to the ITAM profession Active membership in international standards (e.g. ISO, ITIL) Provides IBPL, training, briefings, ITAM360, news letters, forums, conventions

6 WhatsWhat? What? Inventory Management What, where, how many Provides actual state Configuration Management Is a tactical service which provides a controlled environment for an entity or thing that you want to track that is required for the delivery of a service. Includes attributes, connectivity/relationships, service detail, processes around planning and identifying CI s and structures plus reporting and planning. Asset Management Why, why not, cost, how Is a strategic service for items which have intrinsic value to a person or an enterprise and involves a much broader base of stakeholders. Introduces the financial aspects of assets, including cost, value and contractual status. also refers to the full lifecycle management of IT assets, from acquisition through disposition. Taken together, ITAM is designed to manage the physical, contractual and financial aspects of those assets. Major goal is maximising asset benefits in support of the organisation s strategic business objectives while minimising asset risk to the organisation. An Asset is often a Configuration Item but Configuration Items are not necessarily Assets.

7 The ITIL Library ITIL v3 Library The first three books are primarily concerned with bringing new or improved services to the service catalog. Operation and CSI are concerned with service delivery and optimization of current services. Service Strategy Service Design Service Transition Service Operation Continual Service Improvement

8 IAITAM's Best Practice Library (IBPL) The ITAM Practitioner's Guide to an IT Asset Management Program,represents the collective knowledge and experiences of the entire IT Asset Management industry. Acquisition Management Disposal Management Policy Management Asset Identification Documentation Management Program Management Compliance Management Financial Management Project Management Communication and Education Management Legislative Management Vendor Management

9 Where Does ITAM Sit in the Business?

10 ITAM and ITSM Scope Service Asset - ITSM IT Asset - ITAM Relationships Service details SLA/SLO Incident Problem Change Details Release SACM Service Capability Service Resources Non Service Resources Financial Contractual License information Legal considerations Procurement Disposal Lease Recharge

11 Similarities The Asset Registry is the definitive source of information regarding what the organization owns, utilises and needs to account for. It includes discovered and non-discovered hardware and software, contractual, financial, warranty, supplier, license, invoice, lease, geographic, ownership and allocation/assignee details. The CMDBis the definitive source of information (CI s) necessary for the effective, efficient and economical delivery of IT Service Management. It includes data resident in the Asset Registry, data (CI s) specific to Service Management(incidents, problems, changes) as well as the relationships between CI s to comprise a consumable IT Service.

12 Incident and Problem Management Provides the Service Desk and other IT staff with: Critical asset configuration details. Ownership information such as lease details, warranty and service contracts. Identifies problematic configurations or device conflicts. Leads to improve first-call resolution rates and speed Mean Time to Repair (MTTR). Extracts relationship data. Provides services to keep data current

13 Change and IMAC Management Provides the Service Desk and other IT staff with: Provides current state configuration information. When linking assets information to service, can help to reduce resource required to execute planned changes. Ensure compliance information is available for forward planning. Provides governance level information not normally required for BAU situations

14 Service Level Management Provides: Asset harvesting allowing re-use and/or reduction in asset costs Software license, entitlement and installation tracking ensuring compliance Allows forward budgeting and risk reduction to the organisation Asset Warranting maintenance reduces risk of excess maintenance payments or fines Provides the register of all lifecycle costs allowing ROI and TCO compilation

15 Component -Discovery Purpose Provide a point in time state and the ability to track evidence of technology usage Supported Processes ITAM Inventory management Disposal Management Document Management ITIL Configuration management

16 Component -Service Desk Purpose Initiate moves, adds and changes and resolve user problems Supported Processes ITAM ITIL Change management Incident management Problem management

17 Component -Ownership Repository Purpose Enables Budgeting, Forecasting, Vendor negotiations, Invoice validation Supported Processes ITAM Acquisition Management Asset Identification Contract Management Compliance Management Disposal Management Financial Management Vendor Management ITIL Configuration management

18 Component Request Management Purpose Enable end users to request IT and other services Supported Processes ITAM Acquisition Management ITIL Demand management Request fulfillment Service catalog management

19 Component Management Purpose Enable alignment of assets to their owner or custodian and identify the appropriate contract negotiator Supported Processes ITAM Compliance Management Document Management Financial Management Policy Management Communication/Education ITIL Financial management Service asset and configuration management

20 How ITAM Assists ITSM Service Strategy Defines the approach to create new services such as how to make the decision to remove or modify current services. ITAM Supports ITSM in legislation, vendors and competition within dedicated KPA s ITAM Maintains additional information on utilisation, asset information, logistics and cost

21 How ITAM Assists ITSM Service Design Description of what a service should look like ITAM holds resource availability, capacity, EOL, need for movement, maintenance contracts plus other aspects ITAM Assets feed into the service catalogue Lifecycle status - Asset Identification Documented information - Asset detail

22 Gaining Control 1. You cannot manage what you cannot control 2. You cannot control what you cannot measure 3. You cannot measure what you cannot define.

23 Roadmap Assess ITAM360 will assist Decide direction Define the scope Create a Works Program Business case Allocate resource Create a plan and Schedule Sponsorship Get Control Basic Governance (Close the door) Prioritise services Define reports Educate Implement core Tools Gather interface data sources Implement by Phase Control of HW Gather SW Improve reports Staff in place Tools Integration Use of crossfunctional teams Core Life cycle management in place Increase Services Optimise Full Life cycle Management Implement SLA s Improve metrics Full SAM Identify further integration Review/Improve Policy Improve Reporting Further integration Refine metrics Continued Education Communication CANI

24 In Short 1. Start with the asset registry 2. Increase its accuracy with tools 3. Sort the governance to control the asset lifecycle 4. Evolve the registry to a CMDB 5. Sort the configuration governance Operations Framework Configuration Management Configuration 00 Data Asset Management ITAM Technologies Asset Register Assets

25 ITAM Assists ITSM Benefits include: Increased visibility and control of IT assets Reduces over-purchasing/increases re-use Shorter time to market for services Supports organisational change and projects Allows alignment of IT asset costs to services Ensures compliance with regulatory requirements and through audit checks Organisation and business risk is reduced Improve utilisation of assets/ci s lowers investment requirement Improved configuration data improves SLM Improves reporting capability Reduces software and hardware costs Educates users and the business

26 AnyQuestions

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