Two Years of IT Asset Management at Loyola Marymount, Knowledge 2013

ADAM MASONMANAGER CLIENT SERVICESLoyola Marymount University

ALEX ALARCONAPPLICATION SYSTEMS ANALYSTLoyola Marymount University

Two Years of ITAM at LMU

Previous System

• Altiris Incident Management

• Altiris Asset Management

• Custom Web App (RMPWeb)

• TimeTrade

• Email

• Excel (Inventory)

• Paper records

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Drawbacks

• No transparency

• No automated workflow

• No release schedule

• Death by email

• Limited accountability

• No retirement/disposal process

• No communication between end-point mgmt. & CMDB for Mac

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New System

• ServiceNow CMDB (full lifecycle)• ServiceNow Request Fulfillment• TimeTrade via ServiceNow Web

Services• Absolute Manage is updating the

ServiceNow CMDB • ServiceNow Workflows for each phase

of the lifecycle• Field Technicians using iPads with

ServiceNow• ServiceNow Reports and Dashboards

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Eliminated

• Altiris Incident/Request Management

• Altiris Asset Management

• Custom Web App (RMPWeb)

• Email Selection Process

• Spreadsheet Inventory

• Paper Records

• Frustration…

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Benefits

• Automation• Clear Approvals• Empowered Users• Accountability from IT• Customized Reports• Disposal Program• Donation Program• Fund for “Students in Need” • Transparency

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Workflows and Demo

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1. User lookup (associated CIs)

2. Multiple CIs allowed

3. Manual selection from the full location database in case of move

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Top Three Takeaways

• #1: Any ITAM implementation is going to take time, so pace yourself.

• #2: Get people involved in the success of your ITAM implementation.

• #3: Automate and standardize where it makes sense, but always focus on transparency for your customers.

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So…What Did You Think?

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amazing Knowledge13 event into

a spectacular Knowledge14 event

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Thank You

Adam Mason

Manager Client Services

Loyola Marymount UniversityAdam.Mason@lmu.edu

@NextMason

Alex Alarcon

Application Systems Analyst

Loyola Marymount Universityaalarco4@lmu.edu

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