Our latest module in the 12 Box Training course series covered Stakeholders, and in particular, “How to use ITAM asset data to support major IT transformation projects”. The module is available here on demand.
Why bother working with Stakeholders?
Throughout the course we’ve been emphasizing the role of stakeholders and how we don’t believe you can “do” ITAM without proactively working with Stakeholders.
Let me give you a tangible example of that, let’s look at a very specific process: Reclaiming kit back when an employee leaves. In the example below we can see the RACI chart for the task “Reclaim and processing of IT equipment from employees leaving the organization”.
In terms of IT team responsibilities for this process we have the following:
- Task: When an employee leaves, make sure all the kit they have been issued is clawed back and processed (Cleansed, rebuilt, sent to outsourcer etc.)
- Responsible: First line support, presumably initiated by a incident/ticket from HR
- Accountable: Ultimately, if things go pear-shaped with this process then the buck stops with the Head of Service Delivery.
- Consulted: Both the ITAM team and Security want oversight of this process.
- Informed: Finally, HR want to be informed of the completion of this process, since presumably this allows them closure on their own internal HR leavers process to receive acknowledgement that kit has been returned.
So as we can see, whilst ITAM is consulted on this process, our IT Asset Manager is not responsible for the success of this process. A successful reclaim process is critical for things like cost-avoidance (stockpiling assets to avoid purchasing) and yet the ITAM team has NO control or responsibility over this process.
This is why it is critical to work with stakeholders. The success and progress of our ITAM department is dependent on it. Anyone that can affect the success of your progress, processes or key metrics should be considered a stakeholder. For this example process it would be key for the IT Asset Manager to empower and support first line to do their job properly, because it would be essential for the success of the ITAM team.
Alternatively, you can of course say to yourself, “forget it”, that is their problem not mine. But that won’t allow you to make progress. The goal is to make LESS work for yourself and stop the barrage of errors and exceptions coming your way every month.
Trustworthy ITAM Data is GOLD!
Good, trustworthy ITAM data has massive potential across the whole IT department. Look at the mind map below of a few examples of how good ITAM data can be used outside of ITAM. Each one of these ‘branches’ is a potential project leveraging ITAM data that has nothing to do with ITAM’s core responsibilities.
ITAM data can also be harnessed to support strategic IT projects across the organization. Below are ten high profile projects, currently being managed in many ITAM Review readers estates, that could all be empowered (faster decision making, less cost, less errors) by using good ITAM data:
- Modernized infrastructure
- Modernized / Consolidated data centers
- Cyber Security
- Transition to cloud (On-premise, hybrid, private, public mixtures)
- Digital transformation and automation of back office
- Service desk automation, self-service, improving the user experience of IT Services
- OS Migrations (e.g. Windows X)
- Application Upgrades
- Remote working initiatives (Mobility, Tablets, Kiosk, Remote connectivity)
- Outsourcing / Strategic Partners
Is your organization working on any of these projects, or others, that might be empowered by accurate ITAM data?
Guerrilla Marketing of your ITAM practice
Finally, Stakeholders who make use of your valuable ITAM data can become evangelists who promote the benefits of your ITAM practice to the company.
During our recorded session for the Stakeholders module only 38% of participants said they had someone outside their ITAM department that would act as an evangelist for ITAM. Evangelists are great for promoting the benefits of ITAM across the business and should be actively encouraged.
About Martin Thompson
Martin is also author of the book "Practical ITAM - The essential guide for IT Asset Managers", a book that describes how to get started and make a difference in the field of IT Asset Management.
On a voluntary basis Martin a contributor to ISO WG21 which develops the ITAM International Standard ISO/IEC 19770.
Learn more about him here and connect with him on Twitter or LinkedIn.