With ITIL being such a cornerstone of IT Management over the last 35 years, Certero takes a look at the role of SAM/ITAM/SLOE/EMM et al versus the role of ITSM. Is there a GAP between the two, and what opportunities for collaboration are being missed?

1. AssetStudio® SAM Services PowerStudio® Acquaintia® Passworks®
Software Asset
Management
People, Processes &
Technology
PC Power Management Business Intelligence Self-Service Password Reset
MIND THE GAP: Between ITSM &
SAM in the ITIL World

2. SAM & Optimisation in the ITIL world
Type: Case Study ; Best Practice ;
Trends, Vision, Strategy
Content: Hot Topics
we are seeing in
the Industry (or
should I say,
starting to see)
Positioning &
Promise to You….
Not a SALES Pitch !!
Lets start by having a open mind…….

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4. Service Portfolio Management
License Compliance
(Various Vendors)
Release & Deployment Management
Capacity Management
Event Management
Change Management
IT Service Continuity Management
Availability Management
Problem Management
Incident Management
Apps Monitoring
Financial Management
Request Fulfilment
Service Asset & Configuration Management
Service Catalog Management
Service Level Management
Cloud
Discovery
Distribution
Inventory
Business Intelligence
License Optimisation
(Various Vendors)
License Optimisation
(Microsoft, IBM, SAP, Oracle)
Licence Compliance
(Microsoft, IBM, SAP, Oracle)
ITIL
Citrix Terminal Services
Virtualisation
Financial Management
Contract Management

5. Service Portfolio Management
Licence Compliance
(Various Vendors)
Release & Deployment Management
Capacity Management
Event Management
Change Management
IT Service Continuity Management
Availability Management
Problem Management
KEY
Incident Management
Apps Monitoring
Financial Management
Request Fulfilment
Service Asset & Configuration Management
Service Catalog Management
Service Level Management
Cloud
Discovery
Distribution
Inventory
Business Intelligence
Licence Optimisation
(Various Vendors)
Licence Optimisation
(Microsoft, IBM, SAP, Oracle) Licence Compliance
(Microsoft, IBM, SAP, Oracle)
ITAM
ITSM
Citrix Terminal Services
Virtualisation
Financial Management
Contract Management

6. ITAM/ SAM/ SLOE ITSM
Event Management
Request Fulfilment
Release & Deployment Management
Incident Management
IT Service Continuity Management
Capacity Management
Availability Management
Financial Management
Change Management
Knowledge Management
Service Catalog Management
Service Portfolio Management
Problem Management
Service Level Management
Service Asset & Configuration Management
Virtualisation
Apps Monitoring
Cloud Discovery
Financial Management
License Compliance
(Various Vendors)
Contract Management
Distribution
Inventory
Business Intelligence
License Optimisation
(Various Vendors)
License Compliance
(Microsoft, IBM, SAP, Oracle)
License Optimisation
(Microsoft, IBM, SAP, Oracle)
Citrix Terminal Services
Service Asset & Configuration
Management?
Discovery

7. WHY is there a GAP?
• Only widespread real-world
collaboration is
Process
People CMDB (Inventory)
Technology
• Importance – ITSM is
almost Mandatory,
ITAM/SAM is definitely
not

8. WHY the GAP (cont)
• A Gartner Story
• Who is the expert?
• Should the ITSM provider (the ITIL expert) know all
about SAM?
• Should the two disciplines remain separate and
isolated? If so, Why?
• Service Management is about Service Provision,
Efficiencies, Consistency, Governance, Best of Breed
Processes, etc. why is this not applied to SAM?

9. Current Status?
SLOE
DATA CENTRE
ITAM
ITSM
CMDB
Enterprise Mobile Management (EMM)
MDM MCM MAM MEM
ITSM CMDB ITAM SLOE
DATA
CENTRE
EMM
Periodic Feed
Periodic Feed
Periodic Feed
Future?

10. What can be done?
• How can we change the ‘status quo’ and get vendors
to provide what the market needs?
• Organisations and Analysts need to demand from
software vendors or a software vendor (or vendors)
needs to deliver either on their own or collaboratively
with other vendors. Don’t let them just ignore it.
• Target and Identify vendors who will
collaboratively work together to provide the
holistic solution. There will be organisations out
there…or there will be once you start asking.

11. Example Benefits
• Increased automation – huge benefits by being
proactive.
• Removing waste (adoption of LEAN) i.e. from
provision of ink cartridges to ‘just in time’ improved
project performance through to information to help
plan to real time relevant measurement than enables
’agile’, flexible and safe behaviors.
• The list is endless……

12. Conclusion
• We can see the solutions improving but only on a subset
of forward thinking vendors who are passionate about
their Products/Markets, other will follow.
• Will the standards be the same? No, not all will get it as
they have ‘just too much legacy, in People, Processes and
most difficult of all, Technology!
• For those who adopt, will gain the largest advantages –
year on year, again, others will then follow – I hope so.
• We have seen a few more progressive ITSM vendors
adopting elements of this but they are not fulfilling all
SAM requirements.

13. Any Questions?

14. Gartner ITAM Summit, Booth PL6
www.certero.com