Pragmatic Application of Service Management: The Five Anchor Approach, 2nd Edition

CHAPTER 9: CASELET #5 –COMPLIANCE & IMPROVEMENT

IT Issue: Last year, in an effort to get better visibility of assets in the company, a publicly traded energy company created a small IT team to manage the PC asset register. The intent of the team was to document the acquisition of PCs and assign ownership to each. Additionally, the software installed on each PC was managed via a software licensing contract ensuring up-to-date versions. This contract also documented the number of licenses distributed throughout the energy company for billing purposes.

In a recent internal asset audit, the team discovered that out of the 3000 PCs in the register, 300 had not been on the network in the last nine months (most of these were laptops) and it was unknown ...