When many people think of IT asset management (ITAM) solutions, and their primary uses, they think about monitoring IT systems, how they are used, where they are located, how well they operate, etc. But, ITAM is about more than just measuring the performance of the assets themselves. It can also provide great insight into the vendors that build and sell them.
There are several areas in which an ITAM system can aid in assessing and managing the performance of software and hardware providers. For example:
Because an IT asset management system enables the storage and maintenance of all contracts and agreements, it can help companies ensure that the sales order was properly executed. Did the vendor ship the right product? Was it sent to the right place? Does the invoice accurately reflect the agreed upon price? And, was the solution shipped in a timely fashion?
In a paper published by IAITAM, the organization’s president writes that the use of ITAM for vendor performance management can help improve accounts payable processes by streamlining vendor payments, and prevent overcharges or payment for goods not shipped.
With IT asset management, companies can determine how well a system lives up to vendor promises. Does the solution do exactly what the vendor said it would? Is it as easy to use as the provider indicated? The data collected and stored by an ITAM system can help provide the answers to such questions, by giving IT organizations the ability to track and analyze usage statistics, adoption rates, and other important data.
Service and Support
Customer service is a critical component of vendor performance management. And, when integrated with a service desk software solution, ITAM can enable IT organizations to measure the responsiveness of a vendor’s service and support. How quickly did they react when problems were reported? How fast were issues resolved? Were support technicians skilled and knowledgeable?
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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