The document describes Loyola Marymount University's transition from a previous IT asset management system to a new system using ServiceNow. It outlines the drawbacks of the previous system, including a lack of transparency, automated workflows, and communication between endpoint management and the configuration management database. The new ServiceNow system integrates configuration management, request fulfillment, asset management and provides automated workflows, approvals, reporting and other benefits. Key takeaways include pacing an ITAM implementation, getting user involvement, and automating while focusing on transparency.

1. ADAM MASON
MANAGER CLIENT SERVICES
Loyola Marymount University
ALEX ALARCON
APPLICATION SYSTEMS ANALYST
Loyola Marymount University
Two Years of ITAM at
LMU

2. Previous System
• Altiris Incident Management
• Altiris Asset Management
• Custom Web App (RMPWeb)
• TimeTrade
• Email
• Excel (Inventory)
• Paper records
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3. Drawbacks
• No transparency
• No automated workflow
• No release schedule
• Death by email
• Limited accountability
• No retirement/disposal process
• No communication between
end-point mgmt. & CMDB for
Mac
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4. New System
• ServiceNow CMDB (full lifecycle)
• ServiceNow Request Fulfillment
• TimeTrade via ServiceNow Web
Services
• Absolute Manage is updating the
ServiceNow CMDB
• ServiceNow Workflows for each phase
of the lifecycle
• Field Technicians using iPads with
ServiceNow
• ServiceNow Reports and Dashboards
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5. Eliminated
• Altiris Incident/Request Management
• Altiris Asset Management
• Custom Web App (RMPWeb)
• Email Selection Process
• Spreadsheet Inventory
• Paper Records
• Frustration…
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6. Benefits
• Automation
• Clear Approvals
• Empowered Users
• Accountability from IT
• Customized Reports
• Disposal Program
• Donation Program
• Fund for “Students in Need”
• Transparency
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7. Workflows and Demo
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11. 1. User lookup (associated
CIs)
2. Multiple CIs allowed
3. Manual selection from the
full location database in
case of move
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14. Top Three Takeaways
• #1: Any ITAM implementation is going to
take time, so pace yourself.
• #2: Get people involved in the success of
your ITAM implementation.
• #3: Automate and standardize where it
makes sense, but always focus on
transparency for your customers.
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15. So…What Did You Think?
Please complete your survey form
and hand it in as you leave the room
This is how we will transform this
amazing Knowledge13 event into
a spectacular Knowledge14 event
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16. Thank You
Adam Mason
Manager Client Services
Loyola Marymount University
Adam.Mason@lmu.edu
@NextMason
Alex Alarcon
Application Systems Analyst
Loyola Marymount University
aalarco4@lmu.edu
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