Creating a plan of action to mature ITSM and ITAM.

[iamkurt]

Pardon me for this question which might appear to come from a novice but I am hoping for some guidance from the kind people of this community.

ITSM and ITAM modules have recently been launched and the implementation partner has left. The organization is struggling with adopting to these tools.

I need to come up with a plan of action to understand the current state, identify avenues for improvement and implement them. I need to understand the various cogs in the machine - people, process and technology. Where should I begin? What would be the challenges?

I am thinking of starting by educating people on ITSM terminologies (INC/ CHG), reaching out to different teams and asking them what are things they do repeatedly that can be automated via catalog items. For ITAM, I know we need SAM and HAM but where do I start? How do I find all the devices, assets, softwares, CI we have in the org? Is ITOM implementation a pre-requisite for ITAM? Should CI's already be discovered and present in CMDB before ITAM can become operational?

Are there any templates for this, or maybe some presentations/ PDF's which anyone might have that will aid me?

Any help here will be highly appreciated and many thanks in advance for the same.

[iamkurt]

Many thanks for your response @Tony K 

I have another question - currently all our procurement is done manually viz. tracked on an excel sheet. How can I get it on ServiceNow HAM? Would you please elucidate the process?

[Tony K]

Are you paying for HAM? we don't have HAM but there is still oob asset management capabilities. All our ordering goes through our ServiceNow portal which makes it easier on our side.