This document outlines lessons learned from IT asset management (ITAM) customers at different maturity levels. It discusses two customer examples, one with over 21,000 desktops and mobile devices and the other with over 9,000 desktops across multiple departments. It then shows a maturity model with four levels related to ITAM processes, from initial to business optimized. Key lessons include starting with governance and establishing buy-in, focusing on cost savings and efficiencies, and continuing to broaden scope and look ahead to future initiatives like OS upgrades and software/hardware provisioning. The takeaways emphasize preparing for misunderstanding, having everyone play a role, sometimes needing to take a step back, communicating effectively, and establishing governance.

1. AMB300 - Lessons Learned from ITAM
Customers

2. AMB 300 - Lessons
Learned from ITAM
Customers

3. Intro
Back to the Start
Looking Ahead
Key Takeaways
2
1
3
4
Outline

4. Intro

5. Director of ITAM
Sue Zemzicki
RWJBarnabas Health
21,700 desktops
11 Acute Care Hospitals
3,900 mobile devices
4 Major Publishers / 300+ ad hoc
2,900 servers

6. 9,227 desktops
Betty Hanson
Technology Engineer
State of South Dakota
32 departments
0 mobile devices
1,168 software titles
590 servers

7. LEVEL 3:
Shared Service
Service Focused
Data Analysis
Consistent Saving
Data Center Visibility
Charge & Showback
License Mobility
ITSM & ITAM Integrated
Cost
Risk
Time
Quality
LEVEL 1:
Initial
1 or 2 take the lead
Basic Tools
No Process
Basic Policy
No Standardization
Purchasing on Demand
LEVEL 1:
Initial
1 or 2 take the lead
Basic Tools
No Process
Basic Policy
No Standardization
Purchasing on Demand
Cost
Risk
Time
Quality
LEVEL 2:
Managed
Structured Program
Lifecycle
IT Ops Efficiencies
Centralized Procurement
Basic ITSM/CMDB
Refined Refresh &
Disposal
Cost
Risk
Time
Quality
LEVEL 4:
Business Optimized
Business Agility
Predictable Spend
Controlled Risk
Cloud Portability
Real Time Licensing
Project and Portfolio Mgt
Cost
Risk
Time
Quality

8. Back to the Start

9. Audits 76.4% of organizations
admit to over-licensing
in fear of audits1
194
Average
audit takes
194.15 hours
of IT time2
7
That’s 7.13
months to
complete2
68% of organizations
can expect an audit in
the next twelve months3
1. ITAM Review, http://www.itassetmanagement.net/2016/03/18/over-licensing/
2. ITAM Review, https://www.itassetmanagement.net/2016/11/25/audit-census-results
3. Gartner, https://www.gartner.com/doc/2835817

10. GOVERNANCE
BUSINESS
POLICIES
PROCESSES
METRICS
STAFFING
TOOLS
Introduced
Buy-in after audit
Software can’t be installed w/out POP
Send POP with Help Desk request
% of MS software under mgmt
2 individuals
Endpoint Manager (LDMS), SLM
Results
Level 0
Level 1
Level 2
Level 3
Level 4
Cost
Time
Risk
QoS

11. GOVERNANCE
BUSINESS
POLICIES
PROCESSES
METRICS
STAFFING
TOOLS
Introduced
Immediate Return-On-Investment
Standardized hardware
JIT (first in / first out)
90-95% client base standardized
1 Analyst
Endpoint Manager (LDMS)
Data Analytics (LDDA)
Results
Level 0
Level 1
Level 2
Level 3
Level 4
Cost
Time
Risk
QoS

12. Savings
Reduction in software
spend with SAM process
and tools.1
Managing software can
lead to real cost savings
by as much as
ITAM provides the support to manage vendors
and contracts, and cut costs by as much as
to
1. Konary, https://www.linkedin.com/pulse/idc-software-licensing-pricing-predictions-2016-top-10-amy-konary
2. BSA, http://www.bsa.org/~/media/Files/StudiesDownload/BSA_GSS_US.pdf
3. Essential Business Tech, http://ws.iaitam.org/Misc/PCToday-ITAM.pdf
30%
25%
2
25% 50%
3

13. Challenges

14. Road Trip

15. GOVERNANCE
BUSINESS
POLICIES
PROCESSES
METRICS
STAFFING
TOOLS
Recognition
Agency buy-in, vision understood
License share, software reclamation
Visit agencies, track software
% software under mgmt
2 individuals
Endpoint Manager, SLM
Results
Level 0
Level 1
Level 2
Level 3
Level 4
Cost
Time
Risk
QoS

16. GOVERNANCE
BUSINESS
POLICIES
PROCESSES
METRICS
STAFFING
TOOLS
Recognition
Reducing IT spend, efficiency
1 Device Policy
FS checks for existing devices
TCO, devices per person
Was 3, now 1.5 individual(s)
Endpoint Manager
Data Analytics (LDDA)
Results
Level 0
Level 1
Level 2
Level 3
Level 4
Cost
Time
Risk
QoS

17. Looking Ahead

18. Refresh by Health not Age
IMAC Review
Broaden HW Scope - WOW’s
Broaden SW Scope - Harvesting RWJ
OS Upgrade - Windows 10
2
1
3
4
5
Next Steps

19. Next Steps
OS Provisioning - Win 10 Deployment
Software Provisioning
Hardware Asset Tracking
Service Desk - Heat
2
1
3
4

20. Key Takeaways

21. Takeaways
Prepare to be misunderstood
Everyone has a role in ITAM
Sometimes ya gotta take a step back
Can’t communicate enough
Establish governance
2
1
3
4
5

22. Visit the Customer Advocacy Booth
in the Rotunda
Complete a Gartner Review and
receive a Mini Drone
#Interchange17

23. Thank you