Where is IT Asset Management in ITIL?

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

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

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 NCA 2006

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, SLA’s, UC’s and OLAs NCA 2006

5. ITIL processes assisting with IT Asset Management NCA 2006

6. 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

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 NCA 2006

9. Vision Assess Plan Implement Measurements 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 KPI’s to determine if the target was met Continuous Improvement NCA 2006

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

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 NCA 2006

12. Don’t forget the CSF’s! • People • Process Manager, Configuration Librarian, SME’s, 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. NCA 2006

13. Additional tips for success • 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

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