The document provides an overview of practical Service Asset and Configuration Management (SACM) based on real-world experience. It defines key SACM concepts, describes the roles and responsibilities in SACM, and how SACM interacts with other ITIL processes. It advocates for a practical approach to SACM that combines roles, outsources operations, and focuses on governance to provide benefits like lower costs and less barriers to implementation compared to a fully resourced SACM process. A case study of Toyota Motor Australia outlines challenges they faced after a cyber attack in rebuilding their configuration management database and understanding SACM's importance.

1. ITIL Indonesia – “Practical SACM”
ITIL Indonesia Jakarta, May, 25th 2021

2. PRACTICAL SACM
SACM OVERVIEW FROM THE REAL-WORLD EXPERIENCE

3. INTRODUCTION

4. ABOUT ME
• ITSM practitioner with 17 years of experience.
• 5 years of real-world experience in running SACM
processes.
• 5 years experience in ServiceNow consulting with
various organisations.
• Currently working and living in Melbourne,
Australia.
• Fully trained and qualified barista.

5. SACM DEFINITION

6. WHAT IS THE BEST DEFINITION OF SACM?
Service Asset and Configuration Management:
“The process responsible for identifying, controlling and documenting the service
assets and configuration items (CI) while protecting their integrity throughout the
service lifecycle.”
From quizlet

7. DEFINITION OF
SACM (CONTINUED)
• Asset
The dictionary definition of an asset is a useful or
valuable thing or person. Similarly, assets of an IT service
provider are its tools, applications, configuration items,
and any other valuable items that help to deliver services
to the customers or business. Assets are one part of
service asset and configuration Management.
• Configuration Item
Configuration item is any component that needs to be
managed in order to deliver an IT Service. Examples of
configuration items are IT services, hardware, software,
buildings, people and formal documentation. So briefly,
any component or item that helps to deliver an IT service
to the customer is classified as a Configuration Item..
From master of project
academy

8. ASSET VS.
CONFIGURATION
ITEM

9. ASSET MANAGEMENT VS. CONFIGURATION ITEM
LIFECYCLE
Request Procure Receive Stock Dispose
Monitor
Support
Move, Add,
Change
Deploy
Configuration Management:
Focuses on operational usage and logical
relationship
Asset Management:
Focuses on the financial & contractual aspect of a
physical IT component throughout its entire life cycle.
ServiceNow – Hardware Asset Management Workshop

10. 5 KEY ACTIVITIES
OF SACM
From master of project
academy

11. SACM ROLES
AND
RESPONSIBILITIES
SACM Process Owner
•Has the overall accountability for ensuring the suitability of the Service Asset and Configuration Management
process to the organization.
Configuration Manager
•Responsible for the execution of the Process (directly perform or delegate responsibilities). Includes operating
the defined and agreed process, ensuring it interfaces with all other relevant processes, reviewing the
effectiveness and efficiency of the process, performing process audits and managing the process improvement
cycle.
Configuration Coordinator
•Manages and/or provides guidance for maintaining Configuration Items. Owns one or more CI types.
CI Owner
•Manages and/or provides guidance for maintaining Configuration Items. Owns one or more CI types.
Asset Manager
•Manages and/or provides guidance for maintaining Assets for a department.
Asset User
•Manages and/or provides guidance for maintaining Configuration Items. Owns one or more CI types.
From Emory

12. HOW SACM
(CMDB)
INTERACTS WITH
OTHER ITIL
PROCESSES
From ITIL Docs

13. PRACTICAL SACM

14. WHY PRACTICAL SACM
• SACM process is not fully understood within organisation.
• In larger enterprise, SACM is not considered as crucial process, because it is not
revenue generating.
• Some organisation might decide to fully outsource SACM function, thus
eliminating internal function.
• On some occasion, SACM process is created as a response (reactiveness) from
event, such as audit or security breach.

15. WHAT IS PRACTICAL SACM
• Combining multiple function between SACM role(s) into one person.
• Combining SACM process (role) into different process, for example Configuration
and Change Management.
• Not having the whole raft of SACM process running, to avoid operational
overhead within the organisation.
• Having governance role internally, whilst operational role is run by third party
(vendor).

16. BENEFIT OF PRACTICAL SACM
• Provide less barrier to entry for organisation to kick-off SACM.
• When setup correctly, running governance process will give organisation the
authority to craft the overall ITSM process effectively and in timely manner.
• If the SACM process is outsourced, responsibilities will also be shifted to the third
party (vendor).
• Less FTE resources, means less operational cost.

17. SACM CASE STUDY

18. TOYOTA MOTOR AUSTRALIA (TMCA)
• TMCA had cyber attack in 2019, resulting in the shutdown of email and other
online systems.
• TMCA was in the process of building CMDB before the attack, thus lost all crucial
information that leads to complete enterprise architectural information.
• “It was Painful” – comment from IT infrastructure manager about the rebuilding
process.
• Lesson learned – understand that CMDB is an important baseline to the end-to-
end ITSM process.
From itnews

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