Integrating ITSM & ITAM
by Dr Nigel Martin, on 16-Oct-2017 15:42:00
IT Service Management (ITSM) and IT Asset Management (ITAM) are complementary disciplines with different views of the IT estate. Service management focuses on assets in the context of services, operations and business value. Asset Management focuses on costs, risks, compliance and security. Where ITSM deals with the life cycles of services and support cases, ITAM is responsible for the life cycles of the underlying hardware and software assets. Collectively, ITSM and ITAM form the backbone of IT Infrastructure and Operations (I&O).
ITAM and ITSM add value to the organization independently of each other but by aligning and combining people, processes, data and tools, the maturity and value of both programs can be greatly enhanced. Through the sharing of capabilities and data, and establishing a seamless flow of IT processes across both disciplines, IT organizations can break down silo walls and cultivate collaboration between ITSM and ITAM – driving greater productivity, efficiency and transparency.
- PEOPLE: What do your ITSM and ITAM teams look like?
- PROCESSES: Which formal processes are in place in each framework?
- DATA: How is infrastructure and operations data captured and where is it stored?
- TOOLS: Which tools are used by ITSM and ITAM, and which (if any) are used by both?