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This section covers the following topics:

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Excerpt

Asset management includes performing the day to day activities for the maintenance of your assets data. ServiceAide Cloud Serviceaide Intelligent Service Management lets you manage all the aspects of information technology assets using the Asset Manager role. As an Asset Manager, you can manage IT assets throughout their lifecycle, which is required to deliver IT services. 

You can view the list of assets in your asset repository in the Asset Center workspace. The Asset Center workspace is available for the Asset Managers and Analysts to view and manage assets. The workspace displays badges that help you to view total number of assets under each of the following categories:

  • All Assets
  • Total Physical Assets
  • Total Virtual Assets
  • Total Discovered Assets

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Follow these steps:

  1. Log in to the CSM Intelligent Service Management as an Asset Manager or an Administrator.
  2. Navigate to WORKSPACES, ASSET MANAGEMENT, WORKSPACES> ASSET MANAGEMENT> Asset Center, and click Search.
  3. To refine the search results use Search Within options. For example, if you are looking for an asset then select the asset box.
  4. Enter the search term.
    A list of search result is displayed.

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Follow these steps:

To edit the asset, click select the asset and click the arrow to select Edit Asset in New Tab from the drop-down list. The editor dialog for that asset is displayed and allows you to change the assets properties. 

Note: Alternatively you can also use the Edit Asset in New Workspace Window, to edit the asset in a new window.

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Follow these steps:

  1. Click WORKSPACES, ASSET MANAGEMENT, WORKSPACES> ASSET MANAGEMENT> Asset Center.
  2. Select an asset by clicking it.
  3. Select Show List of Software Installed from the drop-down list. The list of installed software for that asset is displayed. This list contains the name, the publisher, and version of the installed software.
    Note: Alternatively, you can select an asset and click the drop-down button and click Show List of Software Installed. 

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Follow these steps:

  1. Log in to CSM Intelligent Service Management as an Asset Manager.
  2. Navigate to WORKSPACES, ASSET MANAGEMENT, WORKSPACES> ASSET MANAGEMENT> Asset Center and select the Asset for which you want to view the activity history.
  3. Click the drop-down button from the list view and click Edit Asset in a New Tab.
  4. Click the Activity History section to view the Activity History list.
    Note: Alternatively, you can also scroll down to the Activity History list.

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Follow these steps:

  1. Navigate to WORKSPACES, ASSET MANAGEMENT, WORKSPACES> ASSET MANAGEMENT> Asset Center and select the asset to which you want to apply bulk actions.
  2. Click Bulk Actions and click the action that you want to apply from the list of actions.
    Note: You can also apply a bulk action to a single asset.
  3. The following Bulk Actions are available:
    • Update StateStatus: Updates the State of the assets.
    • Update Model: Updates the Model that is associated with the asset.
    • Update Organization: Updates the Organization/Location of the asset.
    • Update Owner: Updates the Owner of the asset.
    • Update BYOD: Updated the Bring Your Own Device flag for the asset.
    • Create CIs for Assets: Creates CIs from an asset.
    • Make Active: Makes an asset active.
    • Make Inactive: Makes an asset inactive.
    • Delete: Deletes the asset from the application repository. 

Create Assets

CSM Intelligent Service Management lets you create assets that are based on models. This capability lets you describe products that you own or plan to acquire. For example, you define Dell Inspiron 15 as a model and your enterprise purchased ten computers of the same model. You can then define ten asset records that are based on the model to describe each computer. 

Follow these steps:

  1. Log in to the application as an Asset Manager.
  2. Click WORKSPACES, ASSET MANAGEMENT, WORKSPACES> ASSET MANAGEMENT> Assets Center and click New Asset.
  3. Specify the following details under the Asset Information section:
    Name
    Specify the name of the asset. For example, Dell E6470.
    Host Name
    Specify the host name of the asset. For example, Jonsmith123.
    Asset Tag
    Specify the asset tag of the asset.
    Serial Number
    Specify the serial number that the manufacturer of the asset provides. For example, SerialNo432156.

    MAC Address
    Specify the MAC address of the asset.
    IPV4 Address
    Specify the IPV4 address for the asset.
    Operating System
    Specify the operating system installed on the asset. 
    Purchase Order Number
    Specify the purchase order number that the inventory manager provides. For example, 332456.
    Warranty Expiry Date 
    Specify the warranty expiry of the date of the asset. 

    Status
    Specify the lifecycle status of an asset and indicates the availability of the asset. For example, Shipped.
  4. Specify the BYOD.
  5. Select the Asset Type. For example, Cloud, Physical or Virtual.  

  6. Search for an appropriate Model from the list of the available models and associate the model with the asset.
    Note: The categorization value is populated automatically when you select the model.

  7. Search for an appropriate Organization from the list of the available organizations and associate the organization with the asset.

  8. Search for an appropriate Vendor from the list of the available vendors and associate the vendor with the asset.

  9. Search for and select an Owner from the list of the available owners and associate the owner with the asset.

  10. Click Save.

Note: You can now navigate to the CI item's detail page from the associated asset 's details screen.

Update Asset Attributes

CSM Intelligent Service Management lets you update information for an existing asset. For example, after you create an asset you can update the attributes for the asset and can save the changes.

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Manage Asset Relationships

CSM Intelligent Service Management lets you create and manage critical relationships between assets, configuration items, and tickets. Maintaining such relationships help to ensure that all open issues are handled appropriately, which minimizes human intervention in these actions.

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Follow these steps:

  1. Log in to CSM Intelligent Service Management as an Asset Manager.
  2. Navigate to WORKSPACES, SERVICE DESK, TICKET CENTER, WORKSPACES> SERVICE DESK> TICKET CENTER> Tickets.
  3. Select a ticket, click the drop-down list, and select Edit Ticket In New Tab.
  4. Scroll down to the Relate Asset/CIs section and click Relate Asset/CIs, on the Ticket Information tab.
  5. Click the Relate Asset/CIs button.
  6. Select the Asset or CI, to which you want to relate this ticket, on the Search Asset/CIs pop-up.
  7. Click Relate and then click Save on the ticket information tab.
  8. Click the Asset tab to view the list of assets that are related to a particular ticket.
  9. Click the CIs tab to view the list of CIs related to a particular ticket.
    Note: You can also relate an asset to ticket while creating a ticket. 

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  1. Log in to the application as an Asset Manager.
  2. Navigate to WORKSPACES, ASSET MANAGEMENT,  WORKSPACES> ASSET MANAGEMENT> Asset Center. 
  3. Select any Asset from the list of Assets and click Edit Asset in New Tab. 
  4. Scroll down to the Relate Asset section and click the Relate Asset button. 
  5. Select the assets from the Search Asset pop-up. 
  6. Click Relate to relate the parent asset to the child asset. 

  7. Click Save on the Asset details page. 
    Note    : You can also relate an asset to another asset, while creating an asset.  

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Configuration Item(CIs) and Assets are implemented as different objects in the repository. However, there are situations where both objects manage the same entity. For example, a server running exchange. As an administrator, you can manually create a link between assets and CIs, from the Configuration Management workspace.

In the CSM Intelligent Service Management solution, CIs represent the systems and information critical to your business. As an administrator you create CIs, for the resources that you want to control using the change management system. For example, if you want to add memory to an exchange server, use the change management process to schedule change for that server. This action ensures that the effected parties are notified. Asset and CIs can be related as follows:

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  1. Log in to the application as an Administrator.
  2. Navigate to WORKSPACES, SERVICE DESK, Configuration Management, WORKSPACES> SERVICE DESK> Configuration Management> All Configuration Items.
  3. Select any configuration item from the list of CIs and click Open CI in New Tab.
    The CI details page appears.
  4. Click the Relate Asset lookup to search and associate an appropriate asset to the CI.
  5. Click Save, on the CIs detail page.
    Note: You can also relate a CI to an Asset while creating a CI.  

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  1. Log in to the application as an Asset Manager.
  2. Navigate to WORKSPACES, ASSET MANAGEMENT, > ASSET MANAGEMENT> Asset Center. 
  3. Select any Asset from the list of Assets and click Edit Asset in New Tab.
  4. Click the Actions button and select Create a CI.
    Note: To create a CI from an existing asset, the asset must be related to a model which is linked to a CCTI.
  5. Click Save.

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