Guest Speaker, Martin Thompson, ITAM Review Analyst @itamreview An enterprise app store can streamline the application request, approval and delivery process and enable proactive license compliance and optimum license usage. Learn how IT asset management and Service Management can work together to improve the efficiency of application delivery and drive cost savings in software spending.

1. © 2016 Flexera Software LLC. All rights reserved. | Company Confidential1
Integrate Software License Optimization and ITSM to
Drive Efficiency and Cost Savings

2. © 2016 Flexera Software LLC. All rights reserved. | Company Confidential2
Presenters Agenda
Martin Thompson
Founder, ITAM Review,
ITSM Review
Timothy Davis
Sr. Product Marketing
Manager
Flexera Software
• Introductions
• Why is ITAM and ITSM integration
important?
• Key components of software self-
service
• Maximizing the user experience
and avoiding shadow IT spend
• Re-harvesting and automated cost
savings
• Customer case study
“Transforming the Business of
Government”

3. © 2016 Flexera Software LLC. All rights reserved. | Company Confidential3

4. © 2016 Flexera Software LLC. All rights reserved. | Company Confidential4
The ITAM Review
• Independent voice since 2008
• News, Reviews, Events,
Networking
• Monthly newsletter, Worldwide
Events
www.itassetmanagement.net
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2015 2016
What happened?
1. New projects
2. Changes
3. Requests
4. People
5. Engineers
6. Buying
AUDIT
M&ANEW PROJECT
Why is ITAM and ITSM integration important?

6. © 2016 Flexera Software LLC. All rights reserved. | Company Confidential6
• ITAM – Risk & Cost
• ITSM – Efficient Deliver of Services
For ITAM
• Proactive ITAM versus Reactive Mess Clearing
• Productive users with access to assets
For ITSM
• Asset relationships and costs to facilitate faster incident
resolution, proactive problem management and less error prone
change management.
• Delivering self-service without risks.
What’s in it for me?
https://www.flickr.com/photos/cdpm/8255968876/

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Opportunities for integration
Source of
change
Description IT Function
1 New projects
Deployment of new projects or
upgrades
EA, Projects,
Development,
Operations
2 Changes
Changes to infrastructure and
production systems
Change Management
3 Requests End user or IT team requests Service Request
4 People
Joining, leaving, role change,
finishing projects or otherwise
not using assets
HR / Service Desk
5 Engineers
Engineer, support staff
changes, IMAC activity
Incident Management
6 Buying People buying stuff Service Request

8. © 2016 Flexera Software LLC. All rights reserved. | Company Confidential8
What does good look like?
The ITAM team is aware of:
• Change Management
• Strategic IT Projects
• Major Contract Renewals
• Service Desk / IMAC activity
• Requests for new users, devices or systems

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Key components of software self-service
• Fast and efficient
• Preferred asset list
• Management approval
• Cost visibility
• Positive user experience
• Social feedback
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Why care about the user experience?
• Fast and Efficient
• More likely to give up assets
• Less likely to source elsewhere
• Request fulfillment is often the shop window for IT
https://www.flickr.com/photos/wewiorka/2389614746/

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Re-harvesting and automated cost savings
• Re-use before buy policy
• Separate request from entitlement
• Lease / auto-removal
• Tactical Re-harvest campaigns
https://www.flickr.com/photos/unitedsoybean/9622311383/

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Key takeaways
• Think about greatest sources of change / self-service
• Awareness of change management
• Think about tactical campaigns
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FlexNet Manager Suite & App Portal
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Enhance Key ITSM Processes
Service
Request
Mgmt
Incident/
Problem
Management
Change
Management/
CMDB
IT Security Enterprise
Architecture
• Automates license
availability checks
• Improves user
satisfaction and
SLA performance
for SW requests
• Reduces non-
standard software
installs to reduce
incidents
• Visibility of
normalized
software products
help resolve
problems
• Provides accurate,
normalized data to
CMDB to enhance
change planning
• Simulates changes
to the IT environment
to assess financial
impact
• Improves end-user
accountability
through enforceable
software policies
• Blacklist/ Whitelist
functionality for
software
• Assess and
prioritize software
vulnerabilities
• Supports creation of
application profiles and
approvals required
for nonstandard
software
• Analyzes usage data
ITProcessArea

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ITSM Integration – BMC & ServiceNow
Incident Problem Change Request
App Portal
CMDB
FlexNet Manager
Suite
IT-as-a-Service
• Single place users go for
software
• Preferred asset list
• Flexible workflows for
approvals
• Enforces software
license governance
• Opens, closes, and
escalates incidents
• Provides Usage and
License information
• License reclamation

16. © 2016 Flexera Software LLC. All rights reserved. | Company Confidential16
Department of Foreign Affairs, Trade & Development
• 174 Missions
• 107 Countries
• 13,000 Users around the world
• Users didn’t know
– what applications were available
– the license costs to the organization
• Requests took 4-8 weeks
• Manual reclamation took 6 months
– Cost for 4 software titles $10,000
– Estimate to reclaim 11 was $60,000

17. © 2016 Flexera Software LLC. All rights reserved. | Company Confidential17
apps@DFATD Transformed Service Delivery
Reduced software delivery time
to less than one day
Reduced IT involvement
over $150,000 the first year

18. © 2016 Flexera Software LLC. All rights reserved. | Company Confidential18
apps@DFATD Transformed Software Governance
4,000 licenses reclaimed at $1.24 million
Takes 15 min. to set up a new campaign

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apps@DFATD and BMC Remedy Service Desk
1. Requests create a Remedy ticket
– Who ordered it, what was ordered,
– For which device (asset)
2. Approvals are documented.
– Approver approves the request
• Who approved the request and when
– Approver rejects the request`
• Who rejected the request and when
• The ticket is updated and closed
3. IT visits are reduced
– If job is successful
• Update and close the ticket
• What software was installed
– If job fails
• Ticket updated and assign to Service Desk
• Service Desk closes the ticket

20. © 2016 Flexera Software LLC. All rights reserved. | Company Confidential20
App Portal: The shopping experience
12 Items

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App Portal: My Apps Software Policy Score TM

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Next Steps
• Visit www.FlexeraSoftware.com for these white papers
Best Practices for Governance
And Compliance Using an
Enterprise App Store
Integrate Software License Optimization
and ITSM to Increase Efficiency
and Reduce Costs
• Contact Flexera Software representative or business partner
• North America: 800-809-5659
• Europe, Middle East & Africa: +44 (0) 870 873 6300
• Asia-Pacific: +61 3 9895 2000

23. © 2016 Flexera Software LLC. All rights reserved. | Company Confidential23
Thank you for Attending!
Contact Information:
Martin Thompson: martin.thompson@itassetmanagement.net
Timothy Davis: tdavis@flexerasoftware.com
For additional information:
www.flexerasoftware.com/SLO
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