ServiceNow IT Asset Management Implementation

75%

Status

In Process [In Process]

75% complete, updated on Wed 4/17/24 9:40 AM by Tyler Kriletich

Officially complete with our vendor as of 4/16/24.

Projects tasks left:
- Troubleshoot MID Server issues
- Minor changes to ServiceNow needed
- Build out documentation for campus community
- Build and deploy training classes for ITCs and Property

Details

Dates
Wed 6/1/22 - Fri 2/23/24
Acct/Dept
IRT - Information Resources and Technology
Service
Project Request / New Project Request
Type
Project / Annual Project Call
Health
Yellow - At risk with corrective actions
Portfolio(s)
Created
Fri 7/8/22 9:59 AM
Modified
Wed 4/17/24 9:40 AM
Link to Strategic Planning and Mandates
This will link the project to the University strategy it supports. If it is not a strategic project, don't select any.
Student Success Imperative
Problem / Opportunity
Briefly summarize the problem or opportunity you propose to address. Write this in terms of the organizational problem being addressed, not in terms of the solution needed.
IT assets are currently officially tracked only by Sacramento State Property. The IT Asset data is only updated by reaction (ownership change form, physical inventory audit), not proactively. Individual Colleges are currently tracking assets by various means such as access databases, excel spreadsheets, or not at all. A University-wide unified IT asset management system utilizing ServiceNow would enable colleges and departments to proactively track and manage assets in partnership with Sacramento State Property. Unified IT asset management would also allow tracking of service tickets and Mobile Device Management (MDM) data (such as patch status, software inventory, security compliance) for individual assets. It would also enable development and use of a metric dashboard.
Goals & Objectives
Objectives are specific, measurable, and timed outcomes of the project that are stated in terms of the problem solutions or opportunities users will experience.
• IT Asset Management assessment and roadmap defining path to mature Service Asset and Configuration management.
• Project Schedule and plan for managing deliverables and activities, with regularly scheduled meetings and status reports with the University project manager assigned to this project of no less than one month apart.
• ServiceNow environment for full IT Asset Management with all modifications and external system integrations implemented, documented and working as designed.
• Training development and delivery to designated University IT staff on administering the ServiceNow modules once building and deployment is complete.
• Assistance with deployment of configuration update sets to ServiceNow production instance.
• Maintenance and/or troubleshooting assistance once the modules are deployed for a period of six months.
Area Lead
The person in your area who will help lead the following: document requirements, bring in appropriate resources (e.g., faculty, students, staff, etc.), and oversee tasks, testing, and training.
Jason Longoria
Functional Teams and Other Resources
Please do your best to define personnel needed for your project, as well as your best estimate of the number of hours needed from those project team members.
Jason Longoria, Chris Witthans, Joshua Villegas, Yuan Liu, Long Lim, Nick Sladojevic, Ted Koubiar
Risks and Dependencies
Identify any factors that can affect the outcome of the project including major dependencies on other events or actions. These factors can affect deliverables, success, and completion of the project.
Requires trained and experienced ServiceNow professionals to assist in the configuration and set up of ServiceNow.
Executive Sponsor
Each project must have an executive sponsor (VP / Cabinet level executive).
Mark Hendricks

Description

ServiceNow needs to be configured to track the entire lifecycle of University technology assets, from a PO request to the asset being retired. It must be based on ITIL 4 principals.

ServiceNow must be configured to perform the following at a minimum:
• Link assets to Purchase Orders
• Cross reference Purchase Orders to CMS (PeopleSoft)
• Asset tag assignment to department, location, and user
o Change of ownership workflow
o Change of location workflow (allow work from home)
o Retired/disposed/sold
• Defined IT Asset Data Model
• Models, Assets, Configuration Items and Stockrooms
• Enable Product catalog, Asset & Inventory Modules
• Migrate Sacramento State custom Application Database information
• Defined Model categories, forms, roles/security
• Functional and populated Asset Classes within the Configuration Management Database and Asset Management Database.
• Comprehensive ITAM Reporting, including delegated report access
• Integrate with SCCM & JAMF MDM solutions for IT assets
• Security/patching information & last check-in for IT assets
• Identify High Security Workstations (class of computers with additional security measures in place)
• Allow delegated access to specific colleges/departments/areas

Manager

Tyler Kriletich
Tyler Kriletich

Alternate Manager(s)

TP
Teresa Palmer

Sponsor

PK
Peggy Kay