two years of it asset management at loyola marymount, knowledge 2013

ADAM MASONMANAGER CLIENT SERVICESLoyola Marymount University

ALEX ALARCONAPPLICATION SYSTEMS ANALYSTLoyola Marymount University

Two Years of ITAM at LMU

Previous System

• Altiris Incident Management

• Altiris Asset Management

• Custom Web App (RMPWeb)

• TimeTrade

• Email

• Excel (Inventory)

• Paper records

2© 2013 ServiceNow All Rights Reserved

Drawbacks

• No transparency

• No automated workflow

• No release schedule

• Death by email

• Limited accountability

• No retirement/disposal process

• No communication between end-point mgmt. & CMDB for Mac


New System

• ServiceNow CMDB (full lifecycle)• ServiceNow Request Fulfillment• TimeTrade via ServiceNow Web

Services• Absolute Manage is updating the

ServiceNow CMDB • ServiceNow Workflows for each phase

of the lifecycle• Field Technicians using iPads with

ServiceNow• ServiceNow Reports and Dashboards


Eliminated

• Altiris Incident/Request Management

• Altiris Asset Management

• Custom Web App (RMPWeb)

• Email Selection Process

• Spreadsheet Inventory

• Paper Records

• Frustration…


Benefits

• Automation• Clear Approvals• Empowered Users• Accountability from IT• Customized Reports• Disposal Program• Donation Program• Fund for “Students in Need” • Transparency


Workflows and Demo


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© 2013 ServiceNow All Rights Reserved

© 2013 ServiceNow All Rights Reserved

1. User lookup (associated CIs)

2. Multiple CIs allowed

3. Manual selection from the full location database in case of move


Top Three Takeaways

• #1: Any ITAM implementation is going to take time, so pace yourself.

• #2: Get people involved in the success of your ITAM implementation.

• #3: Automate and standardize where it makes sense, but always focus on transparency for your customers.


So…What Did You Think?

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Thank You

Adam Mason

Manager Client Services

Loyola Marymount [email protected]

@NextMason

Alex Alarcon

Application Systems Analyst

Loyola Marymount [email protected]


mailto:[email protected]

mailto:[email protected]

two years of it asset management at loyola marymount, knowledge 2013

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