webinar: what is the service desk's role in relation to itam control? jan oberg, itamorg
TRANSCRIPT
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ITAMOrg
Service Desk role in relation to proper IT Asset Management
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PresentationExperienced IT Professional in Business development, strategy and IT Service Management within Information Technology area. Background is more than 30 years working with IT from development cross Service & Support to IT operation. The past 16 years I have been working as IT Service Management and Asset Management consultant.
Jan Oberg – CEO ITAMOrg
Email: [email protected]: +45 40 36 91 31
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MicrosoftMicrosoft
ITAMOrg
ITAMOrg (non-profit)Central Administration International initiatives
Development
Knowledgebaseand toolbox
Training and certification
ITAMOrg UK
Course material
ITAMOrg A ITAMOrg D ITAMOrg DK
MembersMembers
MembersMembers
MembersMembers
MembersMembers
MembersMembers
MembersMembers
MembersMembers
MembersMembers
Audit & Certification
SAM Charter
SDI
SAM Smart
Publisher
BSA, SPA, Fast
ISO group
Training provider
Training provider
Training provider
Training provider
Local Chapter Leader
Research and development
ITAMO
rg Know
ledge(Profit)
Certification partner
Development partner
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Transparent LicensingCollaboration
Communication
KnowledgeEd
ucati
on Transparent Licensing
Management Service Desk
Operation
IT Asset Managers
Procurement
Financial Management IT Security
Legal
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Service Desk role in relation to proper IT Asset Management
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Challenges
Applications server Database server
Service Desk Analyst
IT specialist
Users
Access / License
Cloud services
Synchronise
Upload / downloadInstall / replace
Inst
all /
repl
ace
Install / replace / update /
patch / Retire
Install / replace / update / patch / Retire
IT Asset Manager
IT Asset Manager Challenges
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SERVICE DESK ROLE
Serv
ice
Des
k Fr
ontli
neSecond lineFirst level
Network
Server
Desktop
Application
Database
Second level
Vendor support
Third level
Service Catalogue
Personal contact(Phone/e-mail)
Incident
Access
Request fulfilment
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Actual situation or?
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Example: Service Desk role User request:
Install Microsoft
project
Serv
ice
Des
k Fr
ontli
ne
Request fulfilment
Software inventory
Validate
Is software part of our portfolio
Software Repository
Validate
Do we have un-used licenses
IF not Purchase
Install Configuration Management
Update CMDB - Software Usage
Validate
Validate
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Example: Collaboration
Software inventory
Software Repository
Configuration Management
Financial Management
Legal
Service Desk Frontline
Request fulfilm
ent
Operation
IT Asset Managers
Procurement
IT Security
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Prober ITAM involves
PROCESSES
DATA- Procurement- Contract- License entitlement- Inventory data- Etc.
TOOLS
People
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Reality check Do you know the software entitlements in your organisation?
Do you have easily access to relevant IT Asset information?
Is your Service desk role formalized in relation to Asset management support?
Do you support IT Asset stakeholder with relevant information?
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Favorite postition
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Giving you the knowledge to perform