ITAM

[Sal Allegra]

Hi,

Is ITAM part of ITSM? Or should it be owned/managed separately? 

[Astik Thombare · Accepted solution]

Hi @Sal Allegra ,

In ServiceNow, IT Asset Management (ITAM) and IT Service Management (ITSM) are closely related but distinct practices. Here's how they typically interact and are managed:

ITAM (IT Asset Management)

ITAM focuses on managing the lifecycle of IT assets within an organization, including hardware, software, and other technology assets. The key components of ITAM include:

1. Asset Tracking: Keeping an inventory of all IT assets.
2. Lifecycle Management: Managing assets from procurement to retirement.
3. Compliance Management: Ensuring assets comply with licensing and regulatory requirements.
4. Cost Management: Monitoring and controlling the costs associated with IT assets.

ITSM (IT Service Management)

ITSM is about managing and delivering IT services to meet the needs of the business. It involves processes such as:

1. Incident Management: Handling incidents to restore normal service operation.
2. Problem Management: Identifying and resolving the root causes of incidents.
3. Change Management: Managing changes to the IT environment.
4. Service Catalog Management: Maintaining a catalog of available IT services.
5. Configuration Management: Managing information about configuration items (CIs) required to deliver IT services.

Integration and Management

In ServiceNow, ITAM and ITSM are often integrated to provide a holistic view of IT operations, but they can be managed either together or separately depending on the organization's structure and needs:

• Integrated Approach: When ITAM is integrated with ITSM, it provides a more comprehensive view of both services and assets. This integration can improve efficiency, reduce costs, and ensure compliance. For example, knowing the asset details (from ITAM) can help in incident resolution (an ITSM process).

• Separate Management: Some organizations may choose to manage ITAM and ITSM separately due to organizational structure, different management focus, or specific operational requirements. However, even in such cases, there is typically some level of interaction and data sharing between the two areas to ensure consistency and efficiency.

ServiceNow Capabilities

ServiceNow supports both ITAM and ITSM through its various modules:

• IT Asset Management Module: This includes features for hardware asset management, software asset management, and cloud management.
• IT Service Management Module: This includes features for incident management, problem management, change management, and more.

ServiceNow's platform allows for these modules to be used together, sharing data and workflows where necessary. For example, the CMDB (Configuration Management Database) in ServiceNow can serve both ITAM and ITSM by providing a central repository of information about IT assets and configuration items.

Best Practices

• Unified CMDB: Utilize a unified CMDB to maintain consistent and accurate information about IT assets and services.
• Automated Workflows: Implement automated workflows to streamline processes that involve both ITAM and ITSM, such as onboarding new hardware or software.
• Regular Audits and Reviews: Conduct regular audits and reviews to ensure that ITAM and ITSM processes are aligned and effective.

In summary, while ITAM and ITSM in ServiceNow can be managed separately, integrating them provides significant benefits and is often considered a best practice.

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Thanks,

Astik Thombare

[Community Alums]

Hi @Sal Allegra ,

ITAM and ITSM are two separate Product Suites offered by servicenow and both should be managed/ owned Separately.

[Dr Atul G- LNG]

Hi @Sal Allegra 

This picture will clear your doubts

Both are separate and managed separately only.