Panel Discussion: Why IT Service and IT Asset Management are Better Together
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The panel discussion on July 24, 2019, focused on the integration of IT service management (ITSM) and IT asset management (ITAM) to address common organizational challenges and improve efficiency. Key benefits of their collaboration include enhanced asset visibility, proactive problem management, and better resource allocation, leading to improved productivity. The discussion emphasized a shift from reactive to proactive management strategies, ultimately positioning IT as a strategic partner in driving business innovation.
Panel Discussion: Why IT Service and IT Asset Management are Better Together
- 1. IT Service & Asset Management Better Together Panel Discussion July 24, 2019 Kevin J. Smith Arlen Beylerian
- 2. Panel Introductions Kevin J. Smith IT Author and Senior Vice President e kevin.j.smith@ivanti.com Arlen Beylerian Principle Product Manager e arlen.beylerian@ivanti.com
- 3. Agenda Let’s play a round of “Does this sound familiar?” Addressing common pain points Benefits of ITSM and ITAM Working Together Before vs. After Q&A
- 4. Do you have a Cookie Monster in your organization?
- 5. Cookie Monster BEFORE Incomplete asset list and history Easier for assets to ‘fall through the cracks’ Introduces risks and security vulnerabilities AFTER Better visibility on assets and their history Correlate with incident information for ‘last touch’ Improved tracking and risk management processes Proactive Approach Reactive Approach
- 6. Do you suffer from “Burning Laptop Syndrome”?
- 7. I don’t think my laptop should be doing this BEFORE Staff resources spending time on ‘one-off’ resolutions Lack of visibility to all possible replacement devices Potentially missing larger vendor issues AFTER Immediately identify as warranty issue Quickly get employee productive Quantify potential risk pool Determine corrective actions with vendor Navigate the Landscape “One-Off” Approach
- 8. FinancialEfficiencyProductivityRisk Common Pain Points • Refresh falling behind, users frustrated with old devices • On-boarding new employees is taking too long • Productivity loss due to system downtime • Lost or stolen assets • Shadow IT • Users don’t return used equipment • Security team needs asset accurate allocation details • Tracking assets with multiple spreadsheets, no confidence in data • Using basic discovery solutions, but not happy with results • No integration of purchasing and stock information • Over-buying software to protect against audits • Executives unable to forecast or plan • No ability to link contracts to assets, no proactive notifications when contracts are expiring or renewing
- 9. IT Service and Asset Management Together
- 10. From Silo IT to Unified ITSM & ITAM Logging Tickets Re-keying Information Over Checking Spreadsheets Swivel Chair Management Empowering IT to be a Strategic Business Partner SILOS Proactive Remediation Automated Processes Audit Defense One Platform UNIFIED
- 11. Incident, Problem, Change, Release CMDB/AMDB Request Catalog Users Stock, Product Catalog, Contracts, Vendors IT Asset Management IT Service Management
- 12. Empower Users with Self Service BEFORE AFTER Reactive Approach Proactive Approach Long response times & fulfillment delays Manual hand-offs and coordination Unnecessary additional license purchases Self-service requests fulfilled quickly and painless Licenses reclaimed - IT budget optimized User productivity stays high
- 13. Accelerate Incident Management BEFORE AFTER Reactive: “One-Off” Approach Proactive: Navigate the Landscape Missing information that could help Lower employee productivity with long resolution times Potential for missing lower cost approaches Faster resolution times – see all relevant asset information Take proactive approach with users Check potential risk for incident type
- 14. Proactively Manage Problem Assets BEFORE AFTER Reactive: “One-Off” Approach Proactive: Don’t Fix - Replace Siloed problem data Lower employee productivity with ongoing issues Potential for missing lower cost approaches Correlate problem and asset data Take proactive approach with users Change process for downloading application (if warranted)
- 15. Effective Change Management BEFORE AFTER Incomplete Insight More Successful Outcomes Accuracy of CMDB information Risk from unknown license requirements Potential for post-rollout ‘clean up’ Identify licensing and configuration risks early Licenses reclaimed - IT budget optimized More successful emergency changes
- 16. Static data Days Silo information Correlated service and asset data Minutes Insights to take action BEFORE AFTER
- 17. IT Service & Asset Management Together Complete Lifecycle Visibility Faster Incident Resolutions Proactive Remediation Effective Change Management Enhanced Self Service License Optimization
- 18. A Glimpse at the Future of IT IT is now Strategic to the Business IT comes together to drive innovation Automation and AI energize the organization IT uniquely enables speed and agility 1 2 3 4
- 19. Questions?
- 20. Our sincere thanks for joining us and we hope to see you at another Ivanti event
- 21. Thank You
Editor's Notes
- #9: Incidents take too long to fulfill Same incidents happen over and over / Everything is a one-off Problems are looked at in isolation No idea when I run into orphan assets Reactive approach to problems Lost productivity across the board Can’t plan ahead Difficult to reconcile data silos Hard to do financial planning Opening up to risks (security, compliance, governance)
- #11: What change do you need to make to ensure you can efficiently service and support your end users and customers? Try to assess the desired state of the prospect of where they want to go? Are they just logging tickets? log, tracking, reporting Do they want to remediate issues right from the service desk? Do they want to provide proactive service management Challenge: Reactive incident logging (Basic challenge): do you have a system in place to help you log, report and track issues from your end users? Tasks-driven (Intermediate challenge): siloed solution: Handovers, pushing emails, no SLAs How long does it take you to remediate issues, how many steps and deparments are involved, can you track service levels, are there service levels tied to these incidents, can you report against these, do you have a CMDB Proactive service delivery: Advanced: zero touch proactive remediation Notification through voice Know right from Service Desk: who the person is and what devices they have and what policies you have, should immediately be able to remediate and help you with service request/remediate any issues you have Service Management and EMM you should be able to remediate issues and provide services for mobile users through Service Desk, Self Service and Service Catalog. 3 channels to manage, remediate and provide services to mobile device users’ Through Service Management - Change and Release Management we can ensure that the right policies to secure and provide right level o Tie user, device and defined policies in a single system that allows you to provide right level of security and access needed. Basic: Logging Intermediate: Remediate Advanced: Pro-active zero-touch service model Example. You might already be logging tickets, but does it link the user, device and policies in the same system or do you need to send the request to your infrastructure person to remediate the issues. Remove manual steps and go to zero touch service model How many steps does it take you to remediate… Where does your process break down today? Can you see policies, their devices and related policies in one view? Solution value of presentation. Unified views and dashboards across users and endpoints Implement self service and service catalog for self-help Use voice automation that customers coming into system we can identify in real time and work more effectively with the customers on the phone Self-service for mobile users
- #17: Automate routine tasks, across IT silos, to save more IT staff time Free up IT service desks with engaging user self-service and fulfillment Faster incident identification and problem resolution Reduce hardware failures with full lifecycle management Optimize license spend, reducing non-compliance and reclaiming unused software Leverage approval workflows for requests, updates and changes Realize more comprehensive change impact analysis Defend software audits at any time User productivity and customer satisfaction Business and IT alignment
- #18: Increase Insights and Improve Operations Automate routine tasks, across IT silos, to save more IT staff time Free up IT service desks with engaging user self-service and fulfillment Faster incident identification and problem resolution Reduce hardware failures with full lifecycle management Optimize license spend, reducing non-compliance and reclaiming unused software Leverage approval workflows for requests, updates and changes Realize more comprehensive change impact analysis Defend software audits at any time User productivity and customer satisfaction Business and IT alignment
- #19: Current scope has four operational improvement and cost management initiatives: 1. Product line business planning & zero-based budgeting Ensure alignment on critical few initiatives to ensure better execution and resources are focused on highest and best use. 2. Customer facing process simplification and complexity reduction initiatives Improve, simplify and automate customer facing processes (quote, price, order management, licensing) to make it easier both internally and for external customers and partners to fulfil/interact with Ivanti 3. Implement process and controls to manage high-dollar (non-personnel) indirect spend Improve processes and control systems to manage corporate-wide indirect spend plus travel & entertainment costs 4. Re-architect enterprise information systems to optimize performance & automation Redesign internal & customer facing IT enablement to drive cost reduction, scalability and data purity