Videoconferencing and Crestron products have their own software, AV is kind of a different animal. I have done two multimillion dollar ServiceNow Global AV audits .....and it is a lot of work. I like to start with Crestron the heart of the control system, and then align assets by usage....take advantage of the fact that you can structure the ITSM to differentiate between equipment failure and user error... this is important because you AV gets touched more than your data center. Let ne know if you want to dive deeper into this....I'd be happy to share what I have done. Both SNAV (ServiceNow AV ) projects resulted in massive cultural changes.