SysAid ITAM Asset Management

By having your ITSM processes – like incident, problem, and change management – use the asset data you’re tracking. The power for good that these processes offer an organization can be multiplied by the availability of accurate and up-to-date asset information. 

 

Incident management and the service desk: When an end user has an issue that requires them to call the service desk, once they have told the service desk agent their name, a comprehensive ITAM and configuration system can immediately show all of the IT assets that person uses, where the assets are located, the end user’s location and position within the organization, recent similar events, and much more. This can save valuable time – for both the service desk agent and the end user. It also allows for the speedy and accurate referral of issues to the best support team – and shows how often an issue has happened before, what was done about it, and how it has been resolved in the past.

 

Problem management: Without accurate ITAM, finding the root cause of incidents affecting an IT infrastructure can sometimes seem like searching for a single needle in a whole field full of haystacks. But that same issue, with support from an integrated ITAM system, is so much easier and faster to resolve. Connections between what might otherwise seem like multiple unrelated issues can be spotted, with the help of asset data, and resources can then be focused on the correct asset, rather than working through many until the root cause is found.

 

Change management: What are the risks of making a change? Updating a server for example – which services will be affected if the change doesn’t go as planned? Without knowing this information, how can you know risks that your organization faces when changes are being made? Getting that information relies on knowing enough about your assets – information on your servers, their connections, and the software they run. This information will come from a comprehensive ITAM system.