The importance of integrating IT asset management and IT service management functions can’t be denied. The ability to retain a comprehensive service and repair history for each and every asset can provide immeasurable value to businesses of all types and sizes.
Bringing these two critical activities together is fast and easy in SAManage. Assets can be attached to incidents directly from the IT service management (ITSM) system by simply expanding the related item on the right-hand side of the screen, then clicking on “Attach Solutions” to create a new association. A look-up window will appear, where keywords, tags, and other identifiers can be entered to describe the associated item.
Once the association has been made, the asset’s service history can then be closely tracked within the SAManage IT asset management environment. Just click on the asset to go to its details, then select the “Service Desk” tab to show the entire help desk history, including repairs, upgrades, and more.
There are countless benefits to this approach, including:
Improved Productivity in Issue Resolution
By gaining an in-depth understanding of an asset’s entire service and repair history, as well as its current and past configurations, IT help desk teams can more rapidly, efficiently, and accurately diagnose and correct problems.
Unifying the ITSM and ITAM environments can streamline and enhance service and support activities through automation of a greater portion of the fulfillment process. For example, instead of viewing each service request as an isolated incident, IT support teams can see if combinations of problems are occurring on a single asset, then evaluate them and determine if they are related, so they can be addressed accordingly. This not only accelerates ticket handling, it improves collaboration among IT team members, as well as with end users.
About Kyle Shepard
Kyle is a Senior Manager of the Customer Success team at Samanage. His team provides ongoing support in service management strategy for evolving customer goals. He speaks on webinars and other educational resources in ITSM. He also played college lacrosse.
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