Request & Asset Management
In each company I have witnessed various methods of handling software requests and trouble is that there is such a reluctance to change. I am currently working in a role where the Service Delivery Manager because he only knows Excel he requires that we use it to to manage our assets! Aggh! No unique ids, duplicate entries and a time bomb waiting to go off!
While at Bourne I had the benefit of creating my own configuration management system and therefore I kept on top of license management. I could ensure that the software was purchased when needed and providing detailed reports for line managers so that they could move licenses around where it was needed most.
So far in every organisation that I have worked in which claimed to follow the ITIL process failed to keep a grip of managing this process.
While working through SQL I came across this advice (Pro SQL Server 2012 Practices) which I feel is not just limited to SQL Administration.
Keep it simple. Build on each success as you go along. Remember that the goal is to create a stable environment for all:
- Make a map of your existing environment
- Create a description of what your new environment should look like
- Document your description in written form so that it is clear and convenient to pass on to management and vendors
- Create system-management procedures for most changes
- Create system reports to report on all those changes
The request management process always seems to fall down especially these days with IT outsourcing and using contractors is there is no map, no means of clear communication and very little accountability.
Without clear maps of who does what and how we are working in the perpetual dark, there seems to be too much buck passing. I am reminded of Ayn Rand’s book “Atlas Shrugged” many of the management characters would say to their subordinates ”I don’t know, its not my job, just fix it!” Just like the book where managers are in position not because they understand the subject they are managing but because they are managers who went to University and studied Astro Physics, Architecture or something else that is not related. At least with someone who has studied architecture we can hope to have good foundations.
To have a better understanding how the Request Management Process should be run take a look at my ITIL Study Notes.