Service Asset & Configuration Management Guide (SACM Guide)

Objective

• The SACM guide aims to establish and maintain a systematic approach to managing IT service assets and configurations, ensuring that accurate and up-to-date information is available to support various ITSM processes and overall organizational objectives

Scope (Device Lifecycle)

• The IT device asset life cycle refers to the stages a device goes through from its acquisition to its retirement or disposal. Managing the IT device asset lifecycle efficiently is essential to optimize technology investments, maintain a secure IT environment, and contribute to sustainability efforts through responsible disposal practices
• Below are the typical lifecycle phases that assets move through along with how these are managed in TDX: 
  • Planning and Acquisition
    • Description: In this phase, organizations identify their IT needs, plan the acquisition of new devices, and make informed decisions about the types of devices to procure
    • Miami - TDX Life Cycle - Ordered, Inventory, Build Phase Status on asset record 
    • TDX Description - Device has been ordered, is in inventory, or in the process of building ie.  An application can be in a build status for the duration of a project, until it goes in-use. This can also be used to describe things that we are currently no using but can be put into use 
  • Deployment & Configuration
    • Description: Once acquired, devices are deployed and configured to meet the specific requirements of the organization. This includes setting up software, connecting to networks, and ensuring compatibility with existing systems
    • Miami - TDX Life Cycle - In-Use Status on asset record 
    • TDX Description - Asset is used, has users tied to it and actively being patched and maintained
  • Utilization and Maintenance
    • Description:  During this phase, devices are actively used for their intended purposes. Regular maintenance and updates are performed to ensure optimal performance, security, and compliance with the latest standards
    • Miami - TDX Life Cycle: Change Management Records with links to assets
  • Monitoring and Management
    • Description: Continuous monitoring helps track the health, performance, and security of devices. IT teams use management tools to address issues, enforce policies, and optimize resource usage
    • Miami - TDX Life Cycle:  Monthly Monitoring, Yearly Auditing, Last Reviewed Field
  • Upgrades and Enhancements
    • Description: As technology evolves, devices may require upgrades or enhancements to stay current and effective. This phase involves hardware or software updates to improve performance, security, and compatibility
    • Miami - TDX Life Cycle: Managed through change management as the in-use status and refreshing equipment that has been damaged or under warranty may warrant using RMA Status on asset record
    • TDX Description: RMA status can be used for Returned Material ie. a network switch, server where it is in repair and it needs to be highlighted
  • Decommissioning:
    • Description: When devices reach the end of their useful life or become obsolete, they are decommissioned. This involves securely wiping data, removing sensitive information, and following proper disposal or recycling procedures​​​​​​
    • Miami - TDX Life Cycle: Retired Status on the asset record, something can stay in retired state for a period of time (years)  ie.applications until it is fully removed. Something that is no longer in use, but has not yet been disposed
  • Disposal and Recycling:
    • Devices are disposed of or recycled in an environmentally friendly manner, adhering to regulations and ethical practices. This step aims to minimize electronic waste and the environmental impact of IT equipment​​​
    • Miami - TDX Life Cycle: Disposed, Donated Status on the asset record, means the device is completely gone out of the environment.  In some cases retired equipment goes into disposal without the update to the record 
  • Documentation and Reporting
    • Description: Throughout the life cycle, documentation is crucial. Keeping records of device specifications, configurations, maintenance activities, and decommissioning details provides valuable insights for future planning and audits​​​​​
    • Miami - TDX Life Cycle: Records are maintained in TDX via the asset record and change management 

User

• The target groups are Owning Account Departments and Information Technology Services

Environment

• Assets managed in TeamDynamix The SACM Process Managers/Owning Account Departments (Change Managers or their designates) are responsible for auditing and maintenance  The below lists the environments where CIs are managed in TDX and how they are maintained 
  • Database
    • Manually
  • End User Devices
    • Maintained  MECM, JAMF, and Manual
  • Learning Space Devices
    • Populated by Crestron/Fusion and Manual
  • Network Devices
    • Maintained by DNAC and Manual
  • Servers
    • Populated by Puppet/Foreman
  • Application
    • Manual
  • Digital Signage
    • MECM/JAMF and Manual

Base Requirements and Device Attribute Meanings

• The below highlights attributes that are needed across all assets. Sections with hyperlinks below provide additional attributes specific to their category and forms used in TDX 
  • Product Model: A configuration item type - or CI Type for the asset - Values are a lookup showing the product model/CI Type Form: The form selection will guide you through what is needed for a specific asset.  Several forms are defined in Categories (Applications, End User Device, Digital Sign, Learning Space Component, Network and Server    
  • Name: The name of the asset, refer to the specific Asset Type for Name recommendations
  • Serial Number: Serial Number of the asset
  • External ID: The External ID should be the same as the serial number and is what TDX uses as a primary key for imports and updating information. If External ID is missing TDX may create duplicates allowing for a 2nd add of the same name
  • Status: Status is a required field and specifies the status of the asset representing where the asset is in it's life cycle
  • Supplier: Supplier of the asset and is the same as the vendor. If a home grown application, you will see the supplier be Miami University
  • Requesting Acct/Dept: Department that receives the primary value of the asset, considered the 'product owner'
  • Owner: Person who has possession of the asset, in cases of an application for example, it is the department manager. Business go-to person
  • Owning Acct/Dept: Team responsible for supporting the asset 
  •  Last Audited/Last Reviewed Date: Date that the CI was last audited by the configuration item owner or SACM process owner
  • Asset Tag: Capital asset tags that are issued via finance due to meeting the financial requirements, this tag provides information back to the financial system for its asset tag

Assets managed in TDX IT CMDB

The below categories are managed in TDX; the links provide guidance per category along with information of how they are maintained, managed, and audited:

1. Applications
2. Database
3. End-User Devices (including Consumables, Learning Space Components and Digital Sign)
4. Network
5. Servers