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Copyright © 2015, ITAMOrg. All rights reserved. 1
ITAMOrg
Service Desk role in relation to
proper IT Asset Management
Copyright © 2015, ITAMOrg. All rights reserved. 2
Presentation
Experienced IT Professional in
Business development, strate...
Copyright © 2015, ITAMOrg. All rights reserved. 3
Microsoft
Microsoft
ITAMOrg
ITAMOrg (non-profit)
Central Administration
...
Copyright © 2015, ITAMOrg. All rights reserved. 4
Transparent Licensing
Collaboration
Communication
Knowledge
Education
Tr...
Copyright © 2015, ITAMOrg. All rights reserved. 5
Service Desk role in relation to
proper IT Asset Management
Copyright © 2015, ITAMOrg. All rights reserved. 6
Challenges
Applications server Database server
Service Desk Analyst
IT s...
Copyright © 2015, ITAMOrg. All rights reserved. 7
SERVICE DESK ROLE
ServiceDeskFrontline
Second line
First level
Network
S...
Copyright © 2015, ITAMOrg. All rights reserved. 8
Actual situation or?
Copyright © 2015, ITAMOrg. All rights reserved. 9
Example: Service Desk role
User request:
Install
Microsoft
project
Servi...
Copyright © 2015, ITAMOrg. All rights reserved. 10
Example: Collaboration
Software
inventory
Software
Repository
Configura...
Copyright © 2015, ITAMOrg. All rights reserved. 11
Prober ITAM involves
PROCESSES
DATA
- Procurement
- Contract
- License ...
Copyright © 2015, ITAMOrg. All rights reserved. 12
Reality check
Do you know the software entitlements in your organisatio...
Copyright © 2015, ITAMOrg. All rights reserved. 13
Favorite postition
Copyright © 2015, ITAMOrg. All rights reserved. 14
Giving you the knowledge
to perform
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Webinar: What is the service desk's role in relation to ITAM control? Jan Oberg, ITAMOrg

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SDI's webinar for May 2015 was all about IT Asset Management and included this presentation by CEO of ITAMOrg, Jan Oberg.

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Webinar: What is the service desk's role in relation to ITAM control? Jan Oberg, ITAMOrg

  1. 1. Copyright © 2015, ITAMOrg. All rights reserved. 1 ITAMOrg Service Desk role in relation to proper IT Asset Management
  2. 2. Copyright © 2015, ITAMOrg. All rights reserved. 2 Presentation Experienced IT Professional in Business development, strategy and IT Service Management within Information Technology area. Background is more than 30 years working with IT from development cross Service & Support to IT operation. The past 16 years I have been working as IT Service Management and Asset Management consultant. Jan Oberg – CEO ITAMOrg Email: job@itamorg.com Phone: +45 40 36 91 31
  3. 3. Copyright © 2015, ITAMOrg. All rights reserved. 3 Microsoft Microsoft ITAMOrg ITAMOrg (non-profit) Central Administration International initiatives Development Knowledgebase and toolbox Training and certification ITAMOrg UK Course material ITAMOrg A ITAMOrg D ITAMOrg DK Members Members Members Members Members Members Members Members Members Members Members Members Members Members Members Members Audit & Certification SAM Charter SDI SAM Smart Publisher BSA, SPA, Fast ISO group Training provider Training provider Training provider Training provider Local Chapter Leader Research and development ITAMOrg Knowledge (Profit) Certification partner Development partner
  4. 4. Copyright © 2015, ITAMOrg. All rights reserved. 4 Transparent Licensing Collaboration Communication Knowledge Education Transparent Licensing Management Service Desk Operation IT Asset Managers Procurement Financial Management IT Security Legal
  5. 5. Copyright © 2015, ITAMOrg. All rights reserved. 5 Service Desk role in relation to proper IT Asset Management
  6. 6. Copyright © 2015, ITAMOrg. All rights reserved. 6 Challenges Applications server Database server Service Desk Analyst IT specialist Users Access / License Cloud services Install/replace IT Asset Manager IT Asset Manager Challenges
  7. 7. Copyright © 2015, ITAMOrg. All rights reserved. 7 SERVICE DESK ROLE ServiceDeskFrontline Second line First level Network Server Desktop Application Database Second level Vendor support Third level Service Catalogue Personal contact (Phone/ e-mail) Incident Access Request fulfilment
  8. 8. Copyright © 2015, ITAMOrg. All rights reserved. 8 Actual situation or?
  9. 9. Copyright © 2015, ITAMOrg. All rights reserved. 9 Example: Service Desk role User request: Install Microsoft project ServiceDeskFrontline Request fulfilment Software inventory Validate Is software part of our portfolio Software Repository Validate Do we have un- used licenses IF not Purchase Install Configuration Management Update CMDB - Software Usage Validate Validate
  10. 10. Copyright © 2015, ITAMOrg. All rights reserved. 10 Example: Collaboration Software inventory Software Repository Configuration Management Financial Management Legal Service Desk Frontline Request fulfilment Operation IT Asset Managers Procurement IT Security
  11. 11. Copyright © 2015, ITAMOrg. All rights reserved. 11 Prober ITAM involves PROCESSES DATA - Procurement - Contract - License entitlement - Inventory data - Etc. TOOLS People
  12. 12. Copyright © 2015, ITAMOrg. All rights reserved. 12 Reality check Do you know the software entitlements in your organisation? Do you have easily access to relevant IT Asset information? Is your Service desk role formalized in relation to Asset management support? Do you support IT Asset stakeholder with relevant information?
  13. 13. Copyright © 2015, ITAMOrg. All rights reserved. 13 Favorite postition
  14. 14. Copyright © 2015, ITAMOrg. All rights reserved. 14 Giving you the knowledge to perform

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