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With ITIL being such a cornerstone of IT Management over the last 35 years, Certero takes a look at the role of SAM/ITAM/SLOE/EMM et al versus the role of ITSM. Is there a GAP between the two, and what opportunities for collaboration are being missed?
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AssetStudio® SAM Services PowerStudio® Passworks®Acquaintia®
Software Asset
Management
People, Processes &
TechnologyPC Power Management Business Intelligence Self-Service Password Reset
MIND THE GAP: Between ITSM &
SAM in the ITIL World
SAM & Optimisation in the ITIL world
Type: Case Study ; Best Practice ;
Trends, Vision, Strategy
Content: Hot Topics
we are seeing in
the Industry (or
should I say,
starting to see)
Positioning &
Promise to You….Not a SALES Pitch !!
Lets start by having a open mind…….
© Certero 2014 All Rights Reserved
Capacity Management
Release & Deployment Management
Availability Management
Event Management
Change Management
IT Service Continuity Management
Incident Management
Financial Management
Service Asset & Configuration Management
Request Fulfilment
Problem Management
Service Portfolio Management
Service Catalog Management
Service Level ManagementCloud
Discovery
Distribution
Inventory
Business Intelligence
License Compliance (Various Vendors)
Apps Monitoring
License Optimisation(Various Vendors)
License Optimisation(Microsoft, IBM, SAP, Oracle)
Licence Compliance (Microsoft, IBM, SAP, Oracle)
ITIL
Citrix Terminal Services
Virtualisation
Financial Management
Contract Management
Capacity Management
Release & Deployment Management
Availability Management
Event Management
Change Management
IT Service Continuity Management
Incident Management
Financial Management
Service Asset & Configuration Management
Request Fulfilment
Problem Management
Service Portfolio Management
Service Catalog Management
Service Level ManagementCloud
Discovery
Distribution
Inventory
Business Intelligence
Licence Compliance (Various Vendors)
Apps Monitoring
Licence Optimisation(Various Vendors)
Licence Optimisation(Microsoft, IBM, SAP, Oracle) Licence Compliance
(Microsoft, IBM, SAP, Oracle)
ITAM
ITSM
Citrix Terminal Services
Virtualisation
Financial Management
Contract Management
KEY
Capacity Management
Release & Deployment Management
Availability Management
Event Management
Change Management
IT Service Continuity Management
Incident Management
Knowledge Management
Financial Management
Service Asset & Configuration Management
Request Fulfilment
Problem Management
Service Portfolio Management
Service Catalog Management
Service Level Management
Cloud Discovery
Distribution
Inventory
Business Intelligence
License Compliance (Various Vendors)
Apps Monitoring
License Optimisation(Various Vendors)
License Optimisation(Microsoft, IBM, SAP, Oracle)
License Compliance (Microsoft, IBM, SAP, Oracle)
ITAM/ SAM/ SLOE ITSM
Citrix Terminal Services
Virtualisation
Financial Management
Contract ManagementService Asset & Configuration
Management?
Discovery
Inventory
WHY is there a GAP?
• Only widespread real-world collaboration is CMDB (Inventory)People
Process
Technology
• Importance – ITSM is
almost Mandatory,
ITAM/SAM is definitely
not
WHY the GAP (cont)
• A Gartner Story• Who is the expert?
• Should the ITSM provider (the ITIL expert) know all about SAM?
• Should the two disciplines remain separate and isolated? If so, Why?
• Service Management is about Service Provision, Efficiencies, Consistency, Governance, Best of Breed Processes, etc. why is this not applied to SAM?
Current Status?
SLOE
DATA CENTRE
ITAM
Enterprise Mobile Management (EMM)
ITSMC
MD
B
MDM MCM MAM MEM
ITSM CMDB ITAM SLOEDATA
CENTREEMM
Periodic Feed
Periodic Feed
Periodic Feed
Future?
What can be done?
• How can we change the ‘status quo’ and get vendors to provide what the market needs?
• Organisations and Analysts need to demand from software vendors or a software vendor (or vendors) needs to deliver either on their own or collaboratively with other vendors. Don’t let them just ignore it.
• Target and Identify vendors who will collaboratively work together to provide the holistic solution. There will be organisations out there…or there will be once you start asking.
Example Benefits
• Increased automation – huge benefits by being proactive.
• Removing waste (adoption of LEAN) i.e. from provision of ink cartridges to ‘just in time’ improved project performance through to information to help plan to real time relevant measurement than enables ’agile’, flexible and safe behaviors.
• The list is endless……
Conclusion
• We can see the solutions improving but only on a subset of forward thinking vendors who are passionate about their Products/Markets, other will follow.
• Will the standards be the same? No, not all will get it as they have ‘just too much legacy, in People, Processes and most difficult of all, Technology!
• For those who adopt, will gain the largest advantages –year on year, again, others will then follow – I hope so.
• We have seen a few more progressive ITSM vendors adopting elements of this but they are not fulfilling all SAM requirements.
Any Questions?
Gartner ITAM Summit, Booth PL6
www.certero.com
