Where is IT Asset Management in ITIL?
Nicole Conboy, NCA
IT Service & Asset Management Consultant
What is IT Asset Management?
Inventory Collection
What
122 1000
1000
200
Asset Tracking
Where / Who
SW License Management
How Used
IT Asset Management
How Much
Net Book Value
Configuration Management Configuration
How Related
Items (CIs)
NCA 2006 2
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) 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
NCA 2006 4
ITIL processes assisting with IT Asset Management
Configuration Plan and Identify CIs, Control CMDB, Track CI Status through lifecycle Management Audit/Verify CI Data, Produce reports Change Management Financial Management for IT Release Management Capacity Management Incident Management Authorizes changes to CIs/assets Assists with determining budgets, depreciation methods Allocates cost types to assets (CIs) Uses HW/SW costs/details for use in cost models, plans, TCO Orders HW/SW for release maintains DSL and DHS Maintains Documentation (licenses, contracts, procedures) Determines correct capacity of resources (CIs) for business (plans) Monitor usage and allocate licenses accordingly 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
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!
NCA 2006
Implementing Asset/Configuration Management
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 8
Use a standard improvement method
Vision
High level business objectives and requirements
Assess
Understand where you are - strengths/weaknesses in people, processes, technology, investment
Where you want to be and target timeframe
Plan
Implement
Activities to close gap to target
Measurements KPIs to determine if the target was met Continuous Improvement
NCA 2006
Select CIs with the highest ROI
Desktop Laptop Software Server Docs Wireless Cellular Mainframe Telecom PDA Network
Printer
Payback
Cable
Complexity
NCA 2006 10
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
11
Dont forget the CSFs!
People
Process Manager, Configuration Librarian, SMEs, training, ownership, roles and responsibilities, etc. Configuration, Change, Financial, Release, Capacity, Incident, Policies, Procedures, Work Instructions, etc. CMDB, Scan tools, DSL, metering/monitoring tools, order tools, etc.
Processes
Technology
Information
Data, reports, exceptions, audits, recommendations, plans, etc.
NCA 2006 12
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
NCA 2006 13
Thank You!
Nicole Conboy
Nicole Conboy & Associates (416)203-1840 [email protected]
NCA Partners: Ahead Technology, Burntsand, Micromation Inc., Procept Associates, Tony Grice & Associates
NCA 2006
14
