6 Key Reasons Why Your IT Service Desk Requires ITAM


IT Asset Management (ITAM) represents a framework of business practices that focuses on handling IT assets. It optimizes lifecycle management and strategic decision-making within the IT environment. ITAM is considered as a subset of IT service management (ITSM) process.

According to Gartner, ITAM keeps a correct account of technology asset lifecycle costs and risks to boost the business value. It is estimated that around 30% of companies are in a disorganized state of not knowing diverse assets that they own, their position, and who are actually utilizing them.

6 Key Reasons Why Your IT Service Desk Requires ITAM

#1 Improvements in using ITAM

IT asset management (ITAM) best practices and technologies that back them have enhanced and radically improved as compared to its early days. Today, it is fairly simple for IT assets to be resourcefully managed right through the IT asset lifecycle. Further, organizations adopting ITAM can even get better on their IT service desk and IT service management operations.

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#2 ITSM and ITAM working in a tandem

Organizations should not miss out on prospects to bring ITSM and ITAM together for healthier business results. They both work mutually to assist IT organizations to extensively –

  • Advance service quality and client contentment
  • Add to competence, effectiveness, and efficiency
  • Trim down the overall costs involved in operations
  • Enhance governance and diminish diverse risks

When doing well, ITAM and ITSM activities can back each other, eliminate duplication, and handle business services in a controlled, and secured way.

Here are six reasons why your organization should adopt ITAM to improve upon your IT service desk’s operations and outcomes.

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#1 6 Key Reasons Why Your IT Service Desk Requires ITAM

#1 Build smarter self-service portal abilities

Automating self-service capabilities becomes easy if you already know about the assets of an end-user. This scenario is especially useful if role-based IT and telephony profiles have been already created. For instance, a request for application could be easily matched to the software assets previously installed on the end-user’ system, verified against standard software for his role, and then automatically installed. The self-service ability can even be utilized as an integral part of asset audits enabling the end-user to consent or disagree with the listing of assets at present allocated to them.

#2 Get swift incident resolutions

IT problems can be relayed to a number of activities across the IT service delivery gamut. So, when issues are shared through hardware and software, the capability to get insights about applications on devices to assist the service desk agent to recognize the root causes rapidly. This may include conflicts amid applications that lead to operational issues that can be clearly perceived and quickly rectified.

#3 Advance issues handling insights

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When issues disturbing numerous parties are recognized, the asset data enables both the service desk and/or problem management resources. They need to swiftly understand the device numbers, people, and services which could be distressed. In this scenario, ITAM opens a channel of communication to probably impacted personnel with a workaround. Also, the capability to prioritize issue management activities can be initiated as per the business impact and necessity.

#4 Undergo less change-related incidents

Change management is likely not to be service desk accountability. However, other than the use of permitted change models, you can’t run away from the service desk’s dependency. In this scenario, having a superior asset and configuration of data lends a hand with a recovered understanding of the scope. Further, the impacts of planned changes facilitate to shield the business and service desk from the difficult consequences of change-related problems.

#5 Save funds by harvesting needless software licenses

ITAM enables the employees to relate, wherein installed and licensed software is infrequently utilized or not used at all. It also finds scenarios where capacities are needlessly duplicated by two unlike pieces of software.

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These set-ups can be counted under risk management, fund savings, or being able to enhance and meet end-user requests for software resources. The consequence being that the software can be uninstalled or placed to a licensed pool and redeployed wherever necessary. You, will in the end, save funds as there would be no requirement to buy new licenses. Additionally, in times of budget restraints, your service desk is able to accomplish software-related service requests in spite of a lack of accessible budget.

#6 Refresh technology and upgrade used applications

With the periodic actions on PC and laptop replacement cycles, when your service desk has ITAM data, it is possible to plan well again and comprehend. Here, not only the assets but also the probable impact of updated applications on the overall service desk volumes can be revived. Right from OS upgrades, the criterion of off-the-shelf software, to niche applications will be utilized by only a small number of end-users which will reduce complexities.

Key Takeaways

One needs to be more informed when managing service requests. When an end-user requests a touch new stuff, it is required to be supportive and significant to understand the assets they already possess. This could be associated not only to the possibility of over-provisioning or excessive spending but also with inaptness. For instance, new software won’t work on a specific operating system or with the newly installed application.

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ITAM and the accessibility to asset data have transformed the work of your service desk agents and made it comparatively straightforward with added effectiveness. Also, ITAM will assist your organization a step further to the IT service desk and IT support.

One such software that can enable you with IT Asset Management is Motadata. The software lets you operate, sustain, organize, advance, and dispose of IT assets in an efficient way. It keeps track of each and every asset to make sure your staffs are well equipped with the tools needed to get the job done effectively.


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