Global IT Managed Service Provider: Implements Advanced ITAM Program
The Objective

In today’s times it is not uncommon for IT services companies to be recipients of big returns and at risk for big losses, based on the management of its hardware and software assets. The key is: visibility into IT assets, mature processes, quality data and a team of people with the proper skill set. A global company that offers IT availability services and IT Managed Services to its customers needed to take a proactive approach to managing its IT assets. The reality is that in order for this company to offer such services, the company needed to establish central controls, financial clarity into annual software spend totals, and cost reporting capabilities. In response, the company teamed up with Ness to complete the following objectives:

  • Reduce software spend by 10% within the first year
  • Consolidate reporting from multiple entities into one
  • Reduce audit exposure by 50% within the first year
The Strategy

The ITAM program goals were well-established from the start – manage the financial, physical, licensing, and contractual components of IT assets. To accomplish these goals, Ness’s strategy focused on a holistic approach to ensure that people, processes, platform and data are aligned within the company. Journeys to ITAM modernization are not “once and done.” Best practices include an iterative approach to help this company progress through the various levels of ITAM Maturity Model. Through a thorough assessment, Ness recommended a four-phased project in order to accomplish our client’s goals:

Phase 1: Define requirements and process guidelines
Phase 2: Implementation of Software Asset Management
Phase 3: Set up ServiceNow ITAM, governance, and training
Phase 4: Optimize solution (people, process, platform)

The Results

People: From an ITAM program office, define and publish roles and responsibilities, communication plan, and implement an awareness and adoption strategy

Process: Define and publish standard ITAM policies and operating procedures, instill ability to track metrics to measure adoption and performance, improve automation, obtain executive support for ITAM policies and procedures

Platform: Integrate with existing Oracle Procurement and Oracle iProcurement, consolidate ITAM and Service Management processes all into ServiceNow, integrate with SAM solution, drive centralized ITAM reporting from ServiceNow, integrate ServiceNow with an existing CMDB, automated asset request management workflow and product catalog within ServiceNow

Related Insights
Event

The Power and Reach of Automation

Presenters: Sean Caron, Principal Solution Architect Mitesh Dasani, VP, Solutions Architecture Automation...
Webinar

In Depth Look: ServiceNow’s Safe Workplace Apps & Dashboard

The current global crisis has changed our personal and professional worlds. As communities around the...
Blog post

Maximizing Customer Service Management within the ServiceNow Platform

We live in a world where touchpoints with our customers must be seamless. Companies today need a solution...

Contact us to learn more

Ness likes to work collaboratively with its customers, so please ask us questions if you would like to learn more about our services. We look forward to answering them.
Browser warning
We noticed that you are using Internet Explorer. Not all of our website’s functions will work on Internet Explorer. For a better experience, we recommend that you visit us on a different browser. Click here for a list of the latest versions.