IT Asset Management Status Update Hardware Asset Handling Version 1.0 Status Validated 12/09/14 Approved by Steven Eschinger December 2014 | GLobal IT

Achievements & Project Budget IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Status Update Achievements IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Status Update Achievements IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Status Update Project Budget IT Asset Management Hardware Handling| December 2014 | Group IT

Next Steps IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Status Update Next Steps IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Status Update Next Steps IT Asset Management Hardware Handling| December 2014 | Group IT

Service Desk Involvement for Hardware Asset Handling In order to have consistent data for IT assets, the asset records need to be updated and maintained if certain actions are triggered. This “tracking” of the device status, asset assignments and other changes can either be a manual exercise or could be automated. This document will give an overview of both approaches and the general steps needed for administering hardware asset records. IT Asset Management Hardware Handling| December 2014 | Group IT

Manual Approach This section explains Service Delivery involvement in the administration of hardware assets with a mostly manual approach. The administration steps are executed on key points throughout the hardware lifecycle. The linkage between the CI and the asset is done via the serial number which acts as key identifier between the two different types of records. IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Action Chain Step 1: REQ Approval IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Action Chain Step 1: REQ approval IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Action Chain Step 2: Order Placement IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Action Chain Step 2: Order Placement IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Action Chain Step 3: Receive Order IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Action Chain Step 3: Receive Order IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Action Chain Step 4: Create Asset Record IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Action Chain Step 4: Create Asset Record IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Action Chain Step 4: Create Asset Record IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Action Chain Step 4: Create Asset Record IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Action Chain Step 5: Configure IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Action Chain Step 5: Configure IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Action Chain Step 6: Deliver IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Action Chain Step 6: Deliver IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Action Chain Step 6: Deliver In order to associate a delivered asset to a user, the Service Desk staff needs to assign the asset to the receiving user Assigning an asset to a user ensures the linkage to location and department data IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Action Chain Step 6: Deliver Calculated IT Asset Management Hardware Handling| December 2014 | Group IT

Automated Approach The manual approach requires at least two points of interaction between Service Delivery Staff and the asset records in order to introduce a new asset into the environment with all needed data These steps will add up during the course of the asset’s lifecycle in order to have all the fields updated properly (Status, Assignment, Cost Centers, etc.) In an optimal world, these steps should not be needed in order to minimize risk of data inaccuracy, manpower effort and redundant workflow actions IT Asset Management Hardware Handling| December 2014 | Group IT

Hardware Asset Management – Asset Handling Automated Action Chain IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Automated Action Chain Note the missing interaction with any asset related records How is this obtained? IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Asset Creation Automation The key to the asset tracking automation is the automated data integration between discovery data sources (Flexera) into Service Now IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Asset Creation Automation The key to the asset tracking automation is the automated data integration between discovery data sources (Flexera) into Service Now The key step to kick off the automated discovery and asset creation process is for the Service Delivery Staff to stage the machine IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Asset Creation Automation After staging of the machine, it is ready to be picked up by our discovery methods IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Asset Creation Automation After staging of the machine, it is ready to be picked up by our discovery methods The discovery system (FlexNet Manager) will discover the machine’s serial number and write it to its own internal database IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Asset Creation Automation After staging of the machine, it is ready to be picked up by our discovery methods The discovery system (FlexNet Manager) will discover the machine’s serial number and write it to its own internal database ServiceNow uses SQL-queries to sync up with the discovery database changes IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Asset Creation Automation ServiceNow recognizes the Serial numbers of imported CIs With the CI’s serial number, ServiceNow determines if a record needs to be updated or newly created This enables a frequent sync with the discovery data sources to ensure up-to-date data records IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Asset Creation Automation When a machine is staged, ServiceNow only syncs it’s CI records to the discovery data source The Model Category link to the CI creates an Hardware Asset if a new CI is created (and vice versa) This enables us to automatically create assets as soon as a new machines are staged IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Asset Creation Automation FlexNet Manager discovers more than the serial The model type for example can be used to add a average price to the asset ServiceNow uses the link between Hardware Assets and Hardware Models to add additional information to the Assets Example: If we know the average price of HP 820 laptops is 1100CHF, we can add this value to all discovered HP 820 based assets IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Asset Creation Automation The same concept applies to user data for the user of a specific machine SCCM and FlexNetManager can discover the main user of an asset This data can be used to automatically calculate division, department, cost center, region, location and default support group This data can be used to enrich the asset All these values can be reported against IT Asset Management Hardware Handling| December 2014 | Group IT

IT Asset Management Hardware Handling Asset Creation Automation This automated approach enables us to track the asset with all business relevant information throughout its lifecycle The Service Delivery staff only have to stage the computers to ensure data availability. No further interaction required. All fields held by ServiceNow records are available for reporting Additional attributes from the discovery data sources can be added with very little development effort IT Asset Management Hardware Handling| December 2014 | Group IT

CONCLUSION IT Asset Management Hardware Handling| December 2014 | Group IT