Asset Management
[updated: April 19, 2021]
Hardware Asset Manager (HAM) Process Owner: Paul Kuehni
Software Asset Management (SAM) Process Owner: Sarah Bernardi
Hardware Overview
Hardware Asset Management (HAM), from an IT perspective, is the management of physical components (i.e. desktops, laptops etc.) and computer networks through-out the asset lifecycle (from request and procurement to retirement, and everything in between). It allows for the proper tracking, reporting and inventory of College assets. It is a core discipline that interacts with nearly every other process in an IT organization. An automated HAM system can improve accuracy, accountability, and bring consistency to the management of our assets, among many other benefits. Our initial project scope will focus on a subset of IT assets, with other asset types being investigated and incorporated at a later date.
Software Overview
Software Asset Management (SAM) is the process responsible for managing and optimizing the request, acquisition, deployment, maintenance, utilization, and disposal of software assets.
User Impact
The implementation of SAM and HAM within ServiceNow will provide a consolidated repository for information about our campus hardware and software, including licensing info and knowledge articles. Tight alignment with incident, problem, knowledge management, and customer self service will provide IT service providers and customers with relevant details at the right time and within the context of each ITSM component. [e.g. if a user reports a problem about being unable to access an Adobe app the user and/or responding agent may be presented with details about eligibility/licensing requirements for the software or notice of related problems or incidents that may be preventing the user’s access]
Workflows will provide service providers/customers with insight into where Service Requests/Logged incidents stand within various stages of the workflow.
Centralized asset tracking will give IT stakeholders and customers with access to reports to assist with planning, distribution and decision making.
The users most impacted by the implementation of Asset Management will be:
- IT Business Office staff (formerly FABM)
- Service Desk support specialists
- Computing Systems staff
- Customers requesting new software and/or hardware or are logging incidents
Timelines & Activities
Hardware & Asset Management went live as part of Release #3 along with Incident Management and Request Management in March 2021.
What's Up Next
- April 2021: outstanding defects and enhancements identified since go-live have been addressed
- May/June 2021: ServiceNow Quebec upgrade to be implemented
- details of new features/enhancements impacting Service Catalogue/Request Management TBA
- August 2021: anticipated go-live of release #4: Self-Service Portal
Past Activities
March 2021
- Go-live
February 2021
- Train-the-trainer sessions
- Continued remediation of defects and enhancements
January 2021
- Remediation of defects and enhancements
December 2020
- UAT Completed
August 2020
- Soft launch of asset database and backend processes on August 18
- Limited UAT begins July 20
- QA testing for Hardware Asset Management and Request Management underway
July 2020
- Limited UAT begins July 20
- QA testing for Hardware Asset Management and Request Management underway
June 2020
- Sprint for Software Asset Management begins
- Finalized Sprint 6: Hardware Asset Management
- Finalized user stories for Software Asset Management
May 2020
- Finalized Sprint 6: Hardware Asset Management
- Finalized user stories for Software Asset Management
April 2020
- Sprints continute for Asset Management
March 2020
- Sprint planning and development, including process definitions, for Asset Mangement
January 2020
- User story sign-off for Asset Management
October 2019
[Oct. 2019] Representatives from SuMO and ServiceNow were on-site demonstrating the out-of-the-box capabilities of each ServiceNow component to key stakeholders across Sheridan. As a prerequisite to these demos, the process owners for each component were asked to create and submit their user stories, outlining the:
- current state of operations
- challenges faced
- desired outcomes for implementation
Discussions regarding best-practices, and how ServiceNow can be best used to align to Sheridan's practices were integral parts of these workshops.
HAM Workshop Participants: Samir Muhamedagic, Trevor Hanekamp, Ian Colquhoun, Judy Garcia, Kelly Deacon, Jackie McCann, Sarah Bernardi, Martin de Bernardo (FAAD), Bob Pearce (FAST)
SAM Workshop Participants: Ideen Robinson, Dave Moulton, Vicken Awakian, James Duncan, Paul Kuehni
