Where is IT Asset Management in ITIL?

Nicole Conboy, NCAIT 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 1000122200

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 ManagementConfiguration 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

PDATelecom

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 ConboyNicole Conboy & Associates

(416)203-1840

nconboy@sympatico.ca

NCA Partners:

Ahead Technology, Burntsand, Micromation Inc.,

Procept Associates, Tony Grice & Associates