There is no OOB flow for this process. Based on my prior implementation experience of this process, I will recommend to implement it by considering the following aspects (This is just one way of implementing it by considering the key aspects, but the exact process should be defined after discussing with the organization's ITAM stakeholders) :
1. Introduce a catalog item for the users to report that the asset is lost or stolen. It should have variables like Requested for user (Company and location should also be displayed & auto-populated), Asset (this should display only assets of the 'Requested for user' for selection), Model (auto-populated based on the selected asset), a choice list question asking the user to enter whether it is lost or stolen, Description text box to enter more details etc. The users should get communications to make use of this catalog item when asset is missing and details about this process & catalog item should be incorporated in the ITAM process document as well as in a knowledge article.
2. As soon as the RITM is created from the catalog item submission, the 'State' of the selected Asset should be updated to 'Missing' and 'Substate' to either 'Lost' or 'Stolen' based on what the user entered in the catalog item.
3. The RITM should be auto-assigned to the IT asset management team for detailed investigation about the missing asset. An incident should be created and assigned to the IT security team for looking into the security implications (The process should be defined in such a way that this incident creation is either manually done by the ITAM team when they get the RITM assigned to them or it should be automated if feasible)
4. The IT security team would look into addressing security implications like data breaches and also verify that the user has reported about the missing asset to Police.
5. The RITM should have some catalog tasks as follows (this should be defined after discussing with stakeholders):
i) For verifying that the device is missing and if yes, confirming whether it is lost or stolen. If it is found that the user entered either lost or stolen wrongly in the catalog item, the ITAM team should be able to correct that variable. When the SCTASK is closed after correction, the Asset 'Substate' should also be corrected.
ii) One or more catalog tasks for replacing the asset. This should follow a process which should involve first checking for the same model or approved alternative model of the lost asset in local stock and providing to the user if it is available there. If it is not available in local stock, it should be sourced from another stockroom if available or a new asset should be procured if it is not available in any stockrooms from where it can be transferred. You should plan for automating the update of asset state and substate for replacement asset based on these SCTASK closures.
iii) Additional catalog tasks for actions related to analyzing cost implications (assigned to finance team), preparing data for insurance claims process if applicable and any other required formalities (You need to consider any specific action items needed as per your organization's regional laws & regulations)
6. Additionally if any expected assets are found to be missing as part of periodic audits done by the ITAM team, they should investigate further to validate the reason (E.g. Asset not recovered from leavers, Asset is at the home of an employee who is on long leave etc.). Based on their findings, they can take next actions like updating the Asset State to Missing and Substate to Lost or Stolen if required. If they find some other reason like asset being Retired and not updated in the repository, then the Asset State & Substate should be updated accordingly.
