Management in ITIL?

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9 Νοε 2013 (πριν από 3 χρόνια και 5 μήνες)

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Where is IT Asset
Management in ITIL?

Nicole Conboy, NCA

IT Service & Asset Management Consultant


NCA 2006

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”



1000

1000

122

200

Net
Book
Value

Configuration
Items (CI’s)

?

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

Configuration
Management

Plan and Identify CI’s, Control CMDB, Track CI Status through lifecycle
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

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!


Implementing
Asset/Configuration
Management

NCA 2006

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

Use a standard improvement method

Measurements

Implement

Plan

Assess

Vision

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

Complexity

Payback

Mainframe

Desktop

Software

Network

PDA

Telecom

Cable

Server

Cellular

Printer

Laptop

Select CI’s with the highest ROI

Docs

Wireless

NCA 2006

11

Use a phased approach

Inventory Collection

Asset Tracking

Configuration Management

HW Asset Management

SW Asset Management

SW License Management

by:



Asset type



Configuration Item



Location



Customer Group



Service

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




N
icole
C
onboy &
A
ssociates




(416)203
-
1840




nconboy@sympatico.ca


NCA Partners:

Ahead Technology, Burntsand, Micromation Inc.,

Procept Associates, Tony Grice & Associates