One of the most important jobs of any IT department is to have accurate information on the systems they control. In the past, these departments would use spreadsheets and even handwritten notebooks. Sometimes, important information was not written down, and work would have to be done from scratch or a password was forgotten. But today, there are many systems available for gathering information that allows multiple users to access them. While many solutions are great at capturing information, only some can use that data to enhance the ticketing process or your workflow.

Discovering Assets

You should ensure that changes in your environment stay visible. If you can’t see it, you can’t protect it, so knowing about new assets is essential. With asset discovery solutions, they often integrate with both providers and tools to provide aggregated data. Ensure that the solutions run frequently to prevent a breach from occurring.

The Importance of Keeping Track of Assets

With asset management solutions, it can help you track important information so you can ensure it is filterable and searchable, whether it’s for a site or an important client. With proper documentation, you can add assets to the tickets to create a history of configuration changes or issues. These solutions sometimes let you create remote connections to devices via the ticket, and they also give you a password-protected, centralized source of information.

With managed services, you absolutely have to know how many tickets are filed and how much time someone spends using each device. With these indicators, you can let your employees know when they need to replace their devices. You can also decide when you’ll need to schedule maintenance for older computers. Assigning assets to each ticket is critical. In the best case, the remote management system can automatically add device assets to tickets created from monitoring alerts. Some solutions allow you to access the workstation or server that is related to the ticket.

Keeping Good Records

Another critical factor in asset management is keeping records on the changes and configuration of a device. It’s important to have a history of the changes to each device because it provides accountability. With the historical data for each device readily available, your technicians can do their jobs more efficiently and faster. You should keep even information that seems simple, such as where each device is located. That can save a lot of time spent looking for improperly documented devices. Some companies find it’s helpful to keep non-device related information. Consider keeping data such as:

  • Domain or website configuration settings
  • Information to access cloud services
  • Other access credentials

You might have clients who don’t turn to you to set up or manage their accounts. But if the service goes down, you might be the first ones they call. So even if you are not setting up an account, you should still fully document both credentials and accounts. If your company has responsibility for it, you need to be able to get into it. It’s always better to air on the side of documenting too much than not enough.