Service-desk tickets. Lost laptops. End-user complaints. Too often IT teams get stuck being reactive rather than proactive. But what if you could do more than simply react? In this webinar you’ll gain the insights you need to solve business problems proactively with IT Service (ITSM) and IT Asset Management (ITAM) working together. Our panel of speakers discussed real-world use cases where combining ITSM and ITAM processes, data and insights can be part of an overall plan to maximize operational efficiencies and improve service delivery, while also optimizing compliance and cost.

1. 05/26/2021
IT Service & Asset
Management Better Together
Webinar

2. Agenda
• Introductions
• From Cookie Monster, Burning Laptops
To Mystery Routers
• Common Pain Points
• ITSM & ITAM Together
• Combined Use Cases
• Key Benefits
• Q&A

3. Copyright © 2021 Ivanti. All rights reserved.
Phil Bowermaster Dave Martinez Mareike Fondufe

4. Do you have a
Cookie Monster
in your
organization?

5. Reactive Approach
BEFORE
• Incomplete asset list
and history​
• Easier for assets to
‘fall through the cracks’​
• Introduces risks and
security vulnerabilities
Proactive Approach
AFTER
• Better visibility on assets
and their history​
• Correlate with incident
information for ‘last touch’​
• Improved tracking and risk
management processes
Cookie
Monster

6. Do you suffer from
“Burning Laptop
Syndrome”?

7. Reactive Approach
BEFORE
• Staff resources spending
time on ‘one-off’
resolutions​
• Lack of visibility to all
possible replacement
devices​
• Potentially missing larger
vendor issues
Proactive Approach
AFTER
• Immediately identify as
warranty issue​
• Quickly get employee
productive​
• Quantify potential risk pool​
• Determine corrective
actions with vendor
Burning
Laptop
Syndrome

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Mysterious
Routers

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Reactive Approach
BEFORE
• Missing information
• Purchasing information
and assets not linked
• Vulnerable to cyber-
attacks
Proactive Approach
AFTER
• Asset Discovery and
Inventory
• Integrated Purchase and
Contract Management​
• Improved security
processes
Mysterious
Routers

10. POLL
What are you using
to track your IT
assets?

11. RESULT
43%
of organizations use
spreadsheets to track
their IT Assets

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Common Pain Points
Risk
• Lost or stolen assets
• Shadow IT
• Users don’t return
used equipment
• Security team
needs accurate
asset allocation
details
Productivity
• Refresh falling behind,
users frustrated with
old devices
• On-boarding new
employees is taking
too long
• Productivity loss due to
system downtime
Efficiency
• 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
Financial
• 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

13. IT Service and Asset
Management Together

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From Silo IT to Combined ITSM & ITAM
Logging Tickets
Re-keying Information Over
Checking Spreadsheets
Swivel Chair Management
SILOS
Proactive Remediation
Automated Processes
Audit Defense
One Platform
COMBINED
Empowering IT to be a Strategic Business Partner

15. Copyright © 2021 Ivanti. All rights reserved.
IT Asset
Management
IT Service
Management
Incident, Problem,
Change, Release
CMDB/AMDB
Request Catalog Users
Stock,
Product Catalog,
Contracts, Vendors

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Crawl – Walk – Run
Time
&
Effort
Value to business
Build
the foundation
Manage
the process
Optimize
for growth

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Empower Users
with Self Service
Reactive Approach
BEFORE
• Long response times & fulfillment
delays​
• Manual hand-offs and coordination​
• Unnecessary additional license
purchases
Proactive Approach
AFTER
• Self-service requests fulfilled
quickly and painless​
• Licenses reclaimed - IT budget
optimized​
• User productivity stays high

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Accelerate Incident
Management​
Reactive: “One-Off” Approach​
BEFORE
• Missing information that could help​
• Lower employee productivity with
long resolution times​
• Potential for missing lower cost
approaches
Proactive: Navigate the Landscape
AFTER
• Faster resolution times – see all
relevant asset information
• Take proactive approach with users​
• Check potential risk for incident type

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Proactively Manage
Problem Assets​
Reactive: “One-Off” Approach​
BEFORE
• Siloed problem data​
• Lower employee productivity with
long resolution times​
• Potential for missing lower cost
approaches
Proactive: Don’t Fix - Replace
AFTER
• Correlated problem and asset data​
• Take proactive approach with users​
• Change process for downloading
application (if warranted)

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Effective Change
Management​
Incomplete Insight
BEFORE
• Unclear view what licenses may
already be available​
• Risk from unknown add-on license
requirements​
• Potential for post-rollout ‘clean up’
More Successful Outcomes​
AFTER
• Identify licensing and configuration
risks early​
• Licenses reclaimed - IT budget
optimized​
• More successful emergency
changes

21. POLL
Do your service
management processes
automatically have
visibility into asset
information?

22. RESULTS
31%
No
43%
Sometimes
26%
Yes

23. BEFORE AFTER
Static data
Days
Silo information
Correlated service
and asset data
Minutes
Insights to take action

24. Copyright © 2021 Ivanti. All rights reserved.
IT Service & Asset
Management Together
Complete
Lifecycle
Visibility
Faster Incident
Response Time
Proactive
Remediation
Effective
Change
Management
Enhanced Self
Service
License
Optimization

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Expand from a solid foundation
Marketing
Finance
Legal

26. Copyright © 2021 Ivanti. All rights reserved.
See you
next time
Forrester –
Future of IT
Operations
Fix Incidents
before they
happen
JUNE 23
JUNE 3

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