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ADAM MASONMANAGER CLIENT SERVICESLoyola Marymount University
ALEX ALARCONAPPLICATION SYSTEMS ANALYSTLoyola Marymount University
Two Years of ITAM at LMU
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Previous System
• Altiris Incident Management
• Altiris Asset Management
• Custom Web App (RMPWeb)
• TimeTrade
• 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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8
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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?
Please complete your survey form and hand it in as you leave the room
This is how we will transform this
amazing Knowledge13 event into
a spectacular Knowledge14 event
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Thank You
Adam Mason
Manager Client Services
Loyola Marymount [email protected]
@NextMason
Alex Alarcon
Application Systems Analyst
Loyola Marymount [email protected]
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