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Showing posts with the label Asset Management

Value Elements

When discussing the elements of value creation through the delivery of services we always talk about customer preferences, perceptions and the business outcomes they generate.  We also throw in the elements of utility and warranty.  These are all critical in ensuring our ability to create value for our customers and capture value for ourselves as service providers. The service relationship between service providers and their customers revolves around the use of and interaction of assets.   Assets are made up of both resources and capabilities and are provided by both the service provider and the customer.  These are critical value elements in the creation of usable, customer aligned services. Many of our customers utilize our services in conjunction with their own assets to then build and deliver services or products our customers then deliver to their customers. We, as the service provider, consider these customer assets.  Without these there woul...

Service Operation and the Service Lifecycle – Yesterday and Today

ITSM Best Practice will align five main process with the lifecycle of “Service Operation”. Incident Management Problem Management Event Management Request Fulfillment Access Management  It was not too long ago that the idea of some of these processes were new to service providers. Most will find them to be common in today’s market place.  An organization may not literally follow the best practices for the service operation processes but most likely have some close facsimile when executing Incident, Problem, Request Fulfilment, and Event management processes for provisioning IT services and support.  In order to ensure identity management and authorization for access, some form of “Access Management” will also be needed to support an overall security policy in Service Operation.  I would like to focus on some thoughts for “Event Management” and early engagement of operational staff in the service lifecycle. As organizations mature they begin t...

Asset Management or Configuration Management - Which Do I Need?

I once heard an IT manager say… “We do not need Service Asset and Configuration Management”!  We have Asset Management and we can add a few more fields of information for IT in that database.”  Is this true?  Would this give the service provider the same value as a Service Asset and Configuration Management Process and System?  Asset Management Most organizations have a process that tracks and reports the value and ownership of fixed assets throughout their lifecycle. This process is usually called Fixed Asset Management or Financial Asset Management.  Activities in traditional Asset Management include such things as documenting the cost of the asset and projected life of the asset.  Other bits of data captured might be the cost of maintaining the asset.  For the most part this is financial information.  Being able to determine the depreciation of an asset is year over year, Total Cost of Ownership (TCO) and Return on Investment (ROI) are ...