As a side note, if the problem and resolution are tracked with the piece of
equipment or software causing the problem, help desk operators can check the
problem list associated with that item and troubleshoot a new call more quickly.
Also, you know what types of equipment cause the most problems, and you can use
this information when evaluating the next round of purchases.
A good asset management system can also help when your organization is
planning to migrate to another software environment or hardware platform. By
checking what equipment and software is in use and where they are located, you
can plan deployment better. For instance, you'll know which machines aren't
ready for the new system and what upgrades you need to perform. By having this
information ahead of time, you can minimize user downtime and frustration when
you cut over to the new system.
PRODUCTS ON THE MARKET
You can divide the asset management market
into two rough categories: low-end building blocks and high-end multicomponent
packages. However, no offering provides a total solution. Your final system will
be a combination of product, policy, and hands-on effort.
In the building-block category, you'll find products such as inventory
applications and tracking and metering programs. These tools help you build and
populate your asset database. However, for the most part they are limited to
querying workstations and servers for information on the equipment they house
and software they run. They won't necessarily keep tabs on a switch or a hub.
Some of the bigger names in this category are Intel, Hewlett-Packard, and
Seagate Software.
The high-end packages typically provide you with a full-blown asset database.
Usually, the database lets you track physical inventory, lease and contract
information, and financial information on your assets. Many of these packages
let you tie the asset system to a help desk component and, in some cases, to
your organization's financial system. Some developers in this area are Peregrine
Systems, Bendata, Tangram Enterprise Solutions, and Janus Technologies.