ITIL Guide to Software and IT Asset Management

ITIL Guide to Software and IT Asset Management

by AXELOS
Released January 2018
Publisher(s): TSO
ISBN: 9780113315499

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Book description

This guidance faciliates the integration of SAM/ITAM with service management and information security management while linking to organizational objectives to help achieve major benefits in risk management, cost management, enhanced security and improved service delievery.

Table of contents

  1. The ITIL® Guide to Software and IT Asset Management
    1. Contents
    2. List of figures and tables
    3. Preface
    4. Foreword
    5. About AXELOS
    6. Acknowledgements
    7. How to use this guide
      1. Figure 0.1 Structure of the ITIL SAM/ITAM guide
    8. 1 Introduction
      1. 1.1 WHY INCLUDE SAM AND ITAM IN ITIL?
      2. 1.2 WHY REVISE THE EXISTING ITIL SAM GUIDE?
        1. Figure 1.1 SAM and ITAM overview
      3. 1.3 SOFTWARE ASSET MANAGEMENT AND IT ASSET MANAGEMENT DEFINITIONS
      4. 1.4 NAMING THE ROLE: SAM OR ITAM
      5. 1.5 ITAM OBJECTIVES AND PROCESS OVERVIEW
        1. Figure 1.2 The IT asset management system (ITAMS)
      6. 1.6 THE IT ASSET LIFECYCLE
    9. 2 Context: IT service management and IT asset management
      1. Table 2.1 ITIL core processes
      2. 2.1 WHERE SAM AND ITAM ARE COVERED IN ITIL
        1. 2.1.1 Core ITIL
        2. 2.1.2 Extended ITIL
      3. 2.2 OVERALL INTEGRATION OF SAM/ITAM WITH ITIL
      4. 2.3 HOW ITIL AND ITAM DATABASES RELATE TO EACH OTHER
      5. 2.4 ISO/IEC 20000-1
    10. 3 Context: SAM/ITAM and other types of asset management
      1. 3.1 PHYSICAL ASSET MANAGEMENT
      2. 3.2 INFRASTRUCTURE ASSET MANAGEMENT FOR AUTOMATED SYSTEMS
      3. 3.3 DCIM
      4. 3.4 INTANGIBLE PROPERTY MANAGEMENT
      5. 3.5 MANAGEMENT OF INFORMATION AS AN ASSET
    11. 4 Context: the challenge of change
      1. 4.1 CHANGE HAPPENS
      2. 4.2 PERVASIVE SPREAD OF IT
      3. 4.3 INCREASING CONCERNS ABOUT SECURITY
      4. 4.4 TECHNOLOGY SHIFTS
      5. 4.5 CLOUD SERVICE DISCOVERY
      6. 4.6 DEVELOPMENTS IN LICENSING
      7. 4.7 DEVELOPMENTS IN PUBLISHER AUDIT APPROACHES
      8. 4.8 LEGISLATION AND REGULATION
      9. 4.9 BUSINESS DRIVERS
      10. 4.10 INTERNET OF THINGS
      11. 4.11 BIG DATA
      12. 4.12 ARTIFICIAL INTELLIGENCE
    12. 5 Context: legal, regulatory and contractual requirements
    13. 6 Value
      1. 6.1 THE ROLE OF VALUE IN ITIL AND ITAM
      2. 6.2 COST SAVINGS
        1. Table 6.1 Types of cost savings
      3. 6.3 RISK MANAGEMENT
      4. 6.4 ENHANCED SECURITY
      5. 6.5 SOFTWARE LICENCE COMPLIANCE
        1. 6.5.1 Root causes of software licence non-compliance
        2. 6.5.2 Specific causes of software licence non-compliance
        3. 6.5.3 Other value from software licence compliance
      6. 6.6 OTHER TYPES OF VALUE FROM SAM/ITAM
        1. 6.6.1 Control over interoperability
        2. 6.6.2 Merger/acquisition/demerge rmanagement
        3. 6.6.3 Improved overall management
        4. 6.6.4 Competitive advantage
        5. 6.6.5 Empowerment
    14. 7 Realizing and sustaining value
      1. 7.1 SETTING PRIORITIES
        1. 7.1.1 Alignment with organizational and management priorities
        2. 7.1.2 Low-hanging fruit
        3. 7.1.3 Ripe fruit further up the tree
        4. 7.1.4 Pathway to sustainability
      2. 7.2 MAKING THE VALUE BUSINESS CASE
      3. 7.3 MEASURING VALUE
        1. 7.3.1 General principles
        2. 7.3.2 Customer metrics
        3. 7.3.3 Financial metrics
        4. 7.3.4 Process metrics
        5. 7.3.5 Improving and sustaining metrics
        6. 7.3.6 Metrics and service levels
      4. 7.4 BALANCING AND VISUALIZING VALUE
        1. Figure 7.1 Visualizing balanced value using the balanced scorecard
        2. Figure 7.2 Visualizing value: savings in operational costs
      5. 7.5 ACHIEVING VALUE
        1. 7.5.1 Critical success factors
        2. 7.5.2 Variable success factors
        3. 7.5.3 Critical failure factors
        4. 7.5.4 Other challenges in achieving value
      6. 7.6 COMMUNICATING VALUE
      7. 7.7 SUSTAINING VALUE
    15. 8 People: leadership, organization, roles and responsibilities
      1. 8.1 THE CHANGING LANDSCAPE
      2. 8.2 LEADERSHIP
      3. 8.3 WHERE SAM/ITAM SHOULD REPORT
      4. 8.4 CONSIDERATIONS ABOUT OUTSOURCING AND MANAGED SERVICES
        1. Table 8.1 Where SAM/ITAM should report
      5. 8.5 DEALING WITH SILOS
      6. 8.6 RESPECTIVE ROLES OF PROCUREMENT MANAGEMENT AND IT MANAGEMENT
      7. 8.7 ROLES AND RESPONSIBILITIES
        1. Table 8.2 RACI for software licence reconciliations
        2. 8.7.1 Primary roles
        3. 8.7.2 Primary sub-roles (within the SAM/ITAM function)
        4. 8.7.3 Complementary roles
    16. 9 Policy
    17. 10 Processes
      1. 10.1 PROCESS OVERVIEW
      2. 10.2 MANAGEMENT SYSTEM PROCESSES FOR ITAM
        1. 10.2.1 Governance
        2. Figure 10.1 The management system processes for ITAM
        3. 10.2.2 Management
      3. 10.3 FUNCTIONAL MANAGEMENT PROCESSES FOR IT ASSETS (1/2)
      4. 10.3 FUNCTIONAL MANAGEMENT PROCESSES FOR IT ASSETS (2/2)
        1. Figure 10.2 The functional management processes for IT assets
        2. 10.3.1 Change management
        3. 10.3.2 Data management
        4. 10.3.3 Licence management
        5. 10.3.4 Security management
        6. 10.3.5 Relationship and contract management
        7. 10.3.6 Financial management
        8. 10.3.7 Service level management
        9. 10.3.8 Other risk management
      5. 10.4 LIFECYCLE MANAGEMENT PROCESSES FOR IT ASSETS (1/3)
      6. 10.4 LIFECYCLE MANAGEMENT PROCESSES FOR IT ASSETS (2/3)
      7. 10.4 LIFECYCLE MANAGEMENT PROCESSES FOR IT ASSETS (3/3)
        1. 10.4.1 Overview
        2. Figure 10.3 Lifecycle management processes for IT assets
        3. Figure 10.4 Some typical IT asset lifecycle variations
        4. 10.4.2 Specification process
        5. 10.4.3 Acquisition process
        6. Figure 10.5 The SAM/ITAM acquisition process
        7. Figure 10.6 Checking receipt of publisher proof of licence
        8. 10.4.4 Development process
        9. 10.4.5 Release process
        10. 10.4.6 Deployment process
        11. 10.4.7 Operation process
        12. 10.4.8 Retirement process
      8. 10.5 THE 1-2-3 OF SAM/ITAM BUSINESS AS USUAL
        1. Figure 10.7 The 1-2-3 of SAM/ITAM business as usual
    18. 11 Products: tools and technology
      1. 11.1 ITAM TECHNOLOGY STRATEGY
        1. 11.1.1 Overview
        2. 11.1.2 Scope and priorities
        3. 11.1.3 Identification of required data and infrastructure complexities
        4. 11.1.4 Assessment of existing tools and capabilities
        5. 11.1.5 Requirements for continuing operations and maintenance
      2. 11.2 ITAM DATABASES
        1. Figure 11.1 Databases and libraries used by ITSM, ITAM and information security management
      3. 11.3 CENTRALIZATION OR DECENTRALIZATION OFSAM/ITAM DATABASES
      4. 11.4 ITAM TOOLS
        1. 11.4.1 Overview
        2. 11.4.2 Asset inventory tools
        3. Figure 11.2 ITAM technology architecture
        4. 11.4.3 Discovery tools
        5. 11.4.4 Metering tools
        6. 11.4.5 Licence management tools
        7. 11.4.6 Contract management tools
        8. 11.4.7 Deployment management tools
        9. 11.4.8 Security tools
        10. 11.4.9 Identity management tools
        11. 11.4.10 Procurement tools
        12. 11.4.11 Mobile device management tools
      5. 11.5 ITAM LOW-TECH TOOLS
      6. 11.6 PUBLISHER LICENCE MANAGEMENT TECHNOLOGY
    19. 12 Partners
    20. 13 Implementation
      1. 13.1 IMPLEMENTATION APPROACHES
      2. 13.2 ITAM IMPLEMENTATION COSTS
        1. 13.2.1 Ten steps for setting up an ITAM function
        2. 13.2.2 Ten steps for setting up a major ITAM programme
      3. 13.3 SPECIAL IMPLEMENTATION SITUATION: RE-IMAGING
    21. 14 SAM/ITAM and security
      1. 14.1 THE SECURITY DRIVER FOR MANAGING SOFTWARE AND OTHER IT ASSETS
      2. 14.2 THE CSCs AND THE NIST CYBERSECURITY FRAMEWORK
      3. 14.3 THE CSCs AND PERSONAL DATA PROTECTION
      4. 14.4 THE RELATIONSHIPS AND DISCONNECTS BETWEEN SAM/ITAM AND SECURITY
      5. 14.5 THE SOFTWARE IDENTIFICATION TAG AND SECURITY
        1. 14.5.1 Common data requirements for ITAM and security
        2. 14.5.2 SWID tags and malware scanners
        3. 14.5.3 SWID tags, vulnerability identification, and patching
    22. 15 Software publisher licence compliance audits (1/2)
    23. 15 Software publisher licence compliance audits (2/2)
    24. Appendix A: Software industry supply chain
      1. Figure A.1 The software industry supply chain
    25. Appendix B: Software licensing overview
      1. B.1 WHEN LICENCES ARE REQUIRED
      2. B.2 LICENCES AND ENTITLEMENTS
      3. B.3 BASIC TYPES OF LICENCE
        1. B.3.1 Duration
        2. B.3.2 Measure of usage
        3. B.3.3 Upgrades
        4. B.3.4 End-user type
        5. B.3.5 Licence management responsibility
        6. B.3.6 Other
      4. B.4 TYPES OF LICENCE BY SALES CHANNEL
      5. B.5 LICENSING, LIABILITY ANDOUTSOURCING
      6. B.6 PIRATED AND COUNTERFEIT SOFTWARE
      7. B.7 PHYSICAL MANAGEMENT OF SOFTWARE LICENCES
      8. B.8 CONTRACTUAL DOCUMENTATION AND PROOF OF LICENCE
        1. B.8.1 Physical characteristics
        2. B.8.2 High risk of loss
        3. B.8.3 Implementing an effective physical management system
      9. B.9 OTHER COMMON SOFTWARE LICENSING PROBLEMS
    26. Appendix C: ISO SAM/ITAM
      1. C.1 PROCESS OVERVIEW
      2. C.2 TIERS
        1. Table C.1 Tiers 1–3 and their processes, attributes, capabilities, outcomes, benefits and values
        2. Figure C.1 The tiers of ISO/IEC 19770-1: the IT asset management system standard
    27. Appendix D: Technological enablers
      1. D.1 THE NEED FOR TECHNOLOGICAL ENABLERS
      2. D.2 SOFTWARE IDENTIFICATION TAG
        1. D.2.1 SWID overview
        2. D.2.2 Software discovery process using an application recognition library
        3. D.2.3 Software discovery process using publisher-supplied and digitally signed SWID tags
      3. D.3 ENTITLEMENT SCHEMA
      4. D.4 RESOURCE UTILIZATION MEASUREMENT
    28. Appendix E: Possible ITAM database contents
      1. E.1 COMMON CMS CONFIGURATION ITEM ATTRIBUTES
      2. E.2 GENERIC ITAM AUTHORIZATIONS
      3. E.3 HARDWARE INVENTORY
      4. E.4 SOFTWARE INVENTORY
      5. E.5 SERVICES INVENTORY
      6. E.6 LICENCE INVENTORY
      7. E.7 EFFECTIVE LICENCES
      8. E.8 LICENCE USAGE
      9. E.9 MEDIA INVENTORY
      10. E.10 SOURCE DOCUMENTATION
      11. E.11 WORKING DOCUMENTATION
      12. E.12 GUIDANCE DOCUMENTATION
    29. Appendix F: Choosing a SAM/ITAM partner
      1. Table F.1 Importance criteria for possible SAM/ITAM partners
    30. Appendix G: Partner contracting
      1. G.1 OVERVIEW
      2. G.2 ADVANTAGES AND DISADVANTAGES
      3. G.3 PROBLEM AREAS (1/2)
      4. G.3 PROBLEM AREAS (2/2)
        1. G.3.1 Uncontrolled subcontracting
        2. G.3.2 Licensing
        3. G.3.3 Overlapping ownership/responsibilities for hardware, data and software
        4. G.3.4 Conflicts of interest
        5. G.3.5 Managing the contracting lifecycle
    31. Further research
      1. REFERENCES
      2. FURTHER INFORMATION
    32. Abbreviations
    33. Glossary (1/2)
    34. Glossary (2/2)
    35. Index (1/2)
    36. Index (2/2)

Product information

  • Title: ITIL Guide to Software and IT Asset Management
  • Author(s): AXELOS
  • Release date: January 2018
  • Publisher(s): TSO
  • ISBN: 9780113315499