Building a High-Performing ITAM Team: Staffing, Skills, and Cross-Functional Support

[YvetteM]

Are you trying to determine the staffing you need for your ITAM program?

An effective IT Asset Management (ITAM) program is more than just a team; it’s a collaborative effort that combines skilled professionals, mature processes, and advanced tools like ServiceNow. As organizations evolve through ITAM maturity levels, staffing needs grow in complexity, requiring both dedicated ITAM team members and cross-functional support from other departments.

This blog post brings together ITAM maturity-based FTE recommendations, the cross-functional roles that support ITAM, and the skills your ITAM team needs to succeed.

ITAM Staffing by Maturity Level

 

Low Maturity (Foundational Stage)

Organizations at this stage focus on asset discovery, lifecycle tracking, and building foundational processes. ServiceNow’s automation helps reduce manual tasks, making it possible to run ITAM with a lean team.

Staffing Recommendations:

• Small Organizations (100–500 employees):
• 1 FTE: ITAM Administrator (generalist managing HAM and SAM).
• Shared Support: Procurement or ITSM staff assist with purchasing and asset updates.
• Medium Organizations (500–5,000 employees):
• 2–3 FTEs:
• ITAM Administrator for ServiceNow configurations.
• HAM Specialist for hardware lifecycle management.
• SAM Specialist (part-time) for software compliance and audits.
• Large Organizations (5,000+ employees):
• 2–4 FTEs:
• ITAM Manager leading the program.
• HAM and SAM Specialists managing lifecycle processes.

Cross-Functional Support Needed:

• System Administrator (IT Operations): Maintains ServiceNow Discovery and CMDB configurations.
• Procurement Specialist (Procurement): Aligns purchasing with ITAM policies and updates ServiceNow records.

Medium Maturity (Operational Stage)

At this level, ITAM shifts from reactive to proactive management, focusing on compliance, cost optimization, and vendor relationships. ServiceNow’s ITSM and CMDB integrations streamline processes, reducing manual workload.

Staffing Recommendations:

• Small Organizations:
• 2 FTEs:
• ITAM Manager or Administrator.
• SAM Specialist for software compliance and licensing audits.
• Medium Organizations:
• 3–5 FTEs:
• ITAM Manager driving strategy.
• HAM and SAM Specialists managing hardware and software lifecycles.
• Shared Vendor Manager for contract oversight.
• Large Organizations:
• 5–8 FTEs:
• ITAM Program Manager for alignment and oversight.
• Dedicated HAM and SAM Specialists.
• Cloud Asset Manager for cloud subscription and cost tracking.

Cross-Functional Support Needed:

• Vendor Manager (Procurement): Oversees vendor contracts and compliance.
• Financial Analyst (Finance): Provides budget insights and cost modeling.
• Service Desk Analyst (ITSM): Updates ITAM workflows with incident and change data.

High Maturity (Strategic Stage)

At this stage, ITAM becomes a strategic function that drives business value. Organizations leverage predictive analytics, sustainability practices, and advanced cost management through ServiceNow.

Staffing Recommendations:

• Small Organizations:
• 3 FTEs:
• ITAM Manager for alignment and strategy.
• HAM and SAM Specialists for lifecycle management.
• Medium Organizations:
• 5–7 FTEs:
• ITAM Program Manager.
• Dedicated HAM and SAM Specialists for specific asset categories.
• Vendor Manager and Cloud Asset Manager for cost optimization and compliance.
• Large Organizations:
• 8–12+ FTEs:
• ITAM Program Manager driving strategy.
• HAM, SAM, and Cloud Asset Managers specializing in their domains.
• Vendor and Contract Managers ensuring compliance and cost-effectiveness.

Cross-Functional Support Needed:

• Sustainability Analyst (CSR): Ensures eco-friendly practices in asset disposal.
• Legal Advisor (Legal): Reviews contracts and ensures compliance with licensing terms.
• Cloud Operations Manager (IT Operations): Tracks cloud usage and aligns cost data with ServiceNow.

 

Skills Needed for ITAM Team Members

Building a high-performing ITAM team requires targeted skills and education. Below is a breakdown of essential skills and where to acquire them.

Role	Key Skills	Education and Certification Options
ITAM Manager	Leadership, strategy development, ITAM industry knowledge, ServiceNow ITAM expertise	- Certifications: IAITAM’s Certified IT Asset Manager (CITAM). - Education: ITAM Forum’s Best Practice Framework. - Workshops: ServiceNow ITAM Practitioner Workshops.
ITAM Administrator	ServiceNow configuration, data integrity, reporting and analytics	- Certifications: ServiceNow Certified Implementation Specialist (CIS) - ITAM. - Training: ServiceNow ITAM training modules. - Workshops: IAITAM HAM/SAM-specific training.
HAM Specialist	Hardware lifecycle management, procurement processes, ITAM standards	- Certifications: IAITAM’s Certified Hardware Asset Management Professional (CHAMP). - Education: ServiceNow HAM Professional training.
SAM Specialist	Software license management, compliance, cloud subscription optimization	- Certifications: IAITAM’s Certified Software Asset Manager (CSAM). - Training: ServiceNow SAM Professional certification.
Cloud Asset Manager	Cloud governance, subscription cost optimization	- Certifications: IAITAM Certified Cloud Asset Manager (CCAM). - Workshops: Cloud-specific training from AWS, Azure, or Google.
Financial Analyst	IT financial management, budgeting and forecasting, cost modeling	- Certifications: IAITAM’s Certified IT Asset Financial Manager (CITAFM). - Education: ServiceNow financial training.

Cross-Functional Roles and Contributions

While the ITAM team manages core asset processes, cross-functional support ensures the program runs smoothly. Here are the roles that support ITAM success:

Role	Department	Contribution to ITAM
System Administrator	IT Operations	Configures ServiceNow Discovery and ensures CMDB data accuracy.
Vendor Manager	Procurement/Finance	Negotiates contracts, monitors compliance, and updates ServiceNow SAM.
Financial Analyst	Finance	Tracks ITAM costs and aligns financial data with lifecycle planning.
Service Desk Analyst	ITSM	Updates workflows with real-time asset data from tickets and incidents.
Sustainability Analyst	CSR	Aligns asset lifecycle with sustainability goals and eco-friendly disposal.

Conclusion

Building a high-performing ITAM program with ServiceNow requires a combination of dedicated ITAM team members, cross-functional support, and targeted skills development. As your ITAM program matures, so should your staffing strategy, ensuring the right roles and expertise are in place.

By investing in certifications, training, and cross-department collaboration, your organization can maximize the value of ServiceNow’s ITAM capabilities and align IT asset management with broader business goals.

Let us know in the comments how your ITAM team is structured and where you’re focusing on growth!