it project and manual (servicenow)
DESCRIPTION
Manual for IT Inventory and CMDB maintenanceTRANSCRIPT
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IT Inventory Project and Manual
IT GLOBAL INVENTORY
2015
Pedro CorreiaIS Local End User Support
Maio 2015
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TABLE OF CONTENTS
1. Project Objectives.2
2. Methodology..2
2.1. Timeline..2
2.2. Organization of the two storage rooms.... 3
2.3. Organize and define keeps and destroys. 4
2.4. Room Code System. 4
2.5. Physical Inventory in the Headquarters and Factory.. 6
2.5.1. Define a quick and effective user approach. 6
2.5.2. Define mandatory questions 7
2.5.3. Divide the Headquarters and Factory into achievable inventory areas 7
2.5.4. Compare physical inventory with CMDB info and then update. 7
2.5.5. Investigate and update the devices that were not physically inventoried.... 8
3. The Results.9
4. Attachments..14
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1. Project objectives
The purpose of this project ran by the Help Desk service was to do for the first time a Global
IT Inventory in the PMI Portuguese Affiliate and create a Procedures Manual regarding all IT
Storage and Control.
2. Methodology
In order to achieve these goals the inventory team alongside with the Local Support Team
Leader defined a number of necessary tasks necessary beforehand to facilitate, improve and
reach the desired or even better goals, such as:
- Define a Timeline for the project
- Organizing the two storage rooms;
- Organize and define Keeps and Destroys;
- Create a Room Code System for a better CMDB update;
- Global IT Inventory 2015.
2.1. Timeline
The Global IT Inventory Project started in March 2015 with a clear and defined timeline
until the project conclusion in May 2015.
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Picture 2. HeadQuarters Storage Room Picture 1. HeadQuarters Storage Room
Picture 4. Factory Storage Room Picture 3. Factory Storage Room
Picture 5,6,7. Cleaning and Organization of the Factory Storage Room
2.2. Organizing the two storage rooms
The PMI Portuguese Affiliate has available two IT storage rooms, one is located in the
Headquarters and the second one in the Factory.
Both of these rooms were completely disorganized regarding material storage and
management.
As shown in the pictures above, the lack of organization and physical conditions made
impossible for the team to start any inventory count, so a plan was put in place to organize
and improve efficiency in the storage rooms.
1. Quickly identify keeps and destroys and separate them;
2. Clean the storage rooms;
3. Identify and create specific storage spaces for specific materials;
4. Identify material priorities for each Storage Room.
In the pictures below are the changes that occurred in each Storage Rooms:
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Picture 11. Retirement Box Picture 12. Label with the CI codes of the equipment inside
Picture 8, 7, 9 Cleaning and Organization of the Headquarters Storage Room
2.3. Organize and define Keeps and Destroys
The Portuguese PMI Affiliate has a universe of over 800 users, a reality that sometimes
does not make a Help Desk Service life easier. Constant equipment changes, new rentings,
urgent repairs, users that dont update the HD Service if they stop using the equipment and
just leave it
At first sight, the storage rooms were filled with equipment that the Help Desk Service
didnt knew if they were ever retired or decommissioned from the database because it was
never created an official procedure and organization for such task.
The first order of business was to start separating the equipment identified to be
destroyed and the one that was to be kept in stock, but it is just not that simple Equipment
like desktops, laptops, printers, Bar Code Scanners, monitors, servers, tapes and routers
according to PMI policy have a CI code and have to be destroyed when retired. For that
purpose we used industrial card boxes to create what we called Retirement Boxes. Each
Retirement Box would be filled with this equipment, labelled with the respective CI numbers
inside and stored in a secure room waiting for destruction.
2.4. Room Code System
The storage rooms were organized and the equipment for retirement was labelled and
updated in the CMDB. It was time to prepare for the physical inventory of all IT equipment
throughout the Headquarters and the Factory. One of the difficulties expressed by the Help
Desk team was to immediate locate an equipment because in the past no one introduced such
information in the CMDB or the Local End User Support Team used different names for the
same location.
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So the challenge was to start this inventory with a room code system, something that could be
standardized and easily recognizable.
After some tests, we reached a layer based code system of Abbreviations and acronyms,
some of them frequently used and approved by PMI. We had access to the Headquarters and
Factory Architectural layouts and started dividing this two areas into sectors/layers.
For example:
Description Factory Environment Operations Laboratory
1st Layer 2nd Layer 3rd Layer
Acronyms/Abbreviations FE OPS LAB
Final Room Code FE.OPS.LAB
More Examples:
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Please, keep in mind that this Room Codes were specifically created for the PMI Portuguese
Affiliate, modifications must be made for every Affiliates reality.
2.5. Physical Inventory in the Headquarters and in the Factory
After the Room Codes were defined, the team was ready to start the Physical
Inventory. Together, the Headquarters and the Factory have over 800users and if we predict
that in average each user has three basic devices assigned (Laptop/Desktop, Monitor and
CISCO Phone) this was going to be an epic endeavor.
Guidelines for the beginning of the Inventory:
2.5.1. Define a quick and effective user approach;
2.5.2. Define mandatory questions;
2.5.3. Divide the Headquarters and Factory into achievable daily inventory areas;
2.5.4. Compare physical Inventory with CMDB info and then update;
2.5.5. Investigate and update devices that were not physically inventoried.
2.5.1. Define a quick and effective user approach
The Portuguese Phillip Morris Affiliate is one of the biggest and most effective in
Europe, it is a living organism and the staff conduct themselves in a very professional manner.
We had to have the concern of approaching the users correctly and in a way that would not
harm their work and productivity.
What to do:
1. Check if user is available
2. Quickly and politely explain the purpose of our visit;
3. Ask for permission to touch the devices and see the matching codes;
4. Gather the codes of all visible devices;
5. Ask if user has any additional devices;
Like in most Affiliates, there is a Sales Force Team that is constantly on the move and each
member has an average of 4 devices assigned. Ask permission to their supervisor to send a
standard e-mail to every Sales Force demanding them to reply with the CI number of every
device assigned to them.
Example:
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Picture 13 Factory plant
2.5.2. Define mandatory questions
In areas like Commercial (Sales and Marketing) is common that the users frequently have
assigned and above average number of devices, like IPADS, IPHONES, 3Gdata and Portable
Printers. So, in order to increase the accuracy of this inventory one simple but very important
mandatory question
Do you have any other assigned devices besides the ones visible, like IPADS, IPHONES,
3Gdata or Portable Printers?
This question allowed us to minimize discrepancies when comparing the information gathered
with the information in the CMDB database, saving time and effort.
2.5.3. Divide the Headquarters and Factory into achievable daily inventory areas
It is important to set realistic goals and not to get overwhelmed by the dimension of the
inventory and let it be a learning process. If we were to inventory the Headquarters or the
Factory without any break to compare information in the CMDB database we would make
more mistakes and would not be aware of the improvements necessary to make in this
process.
Example:
At the end of every day we would update the devices in the CMDB correctly (user
assignment, Room Code, Remark and inventory date).
2.5.4. Compare physical inventory with CMDB info and then update
We inventoried an average of 150 devices in half a day, leaving us the other half to
compare all the gathered information with the CMDB info.
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For Example:
This are the physically inventoried devices of this user, but when we compare them to the
CMDB information
We can see that this user
has a device that was not
mentioned at the time.
This comparison is very
important to eliminate any
mistake with the inventory.
It was expected that situations like this could happen. Double-checking every user in CMDB
was crucial to the results of this inventory. After identifying this situations we had two possible
actions, being:
1. Send an e-mail to the user asking for the confirmation of the possession of the
device;
2. In case the devices are Laptops, IPADS or IPHONES we could always confirm the
possession by the Log date and user (Laptops), and by the MDM registration and
last MDM Log In (IPADS & IPHONES);
E-mail example:
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2.5.5. Investigate and Update devices that were not physically inventoried
After two and a half months physically inventorying and updating the database, we
reached a point where the devices lacking confirmation were a minority. We started working
on exports from ServiceNow and isolated all the devices lacking update to start working on
them.
Instructions by type of device:
Workstations: Use the Log In and Command Prompt Ping tools at first to confirm if the device
is being used recently. If not, check the ServiceNow history and check the last modifications
and question the Local End User Support Technicians.
IPADS & IPHONES: The same applies to these devices, except you will be using the MDM
tool to check if the device is being used and by who.
IPT Phones: Try calling the extension assigned to the device, confirm if there is someone else
on the other end of the line and make sure it is the user previously assigned to the phone. You
can also use tools to identify every IPT Phone connected to the internal network for further
investigation.
Peripherals: In this case there is no other way to confirm if the devices exist if not reconfirm
physically but after this inventory we can surely say that almost 100% of the unconfirmed
peripherals correspond to already decommissioned devices that were never updated in the
database.
Modems(Pen3G): Mainly these devices are assigned to the Sales Force Team and to
Managers. We made sure we confirmed with every user the possession of these devices and
at the end a small number of devices remained unconfirmed. Since we couldnt get any
feedback from the users, we gathered the numbers associated and asked Office Services to
cancel the subscriptions with the communication company. If any of these devices were still
being used, surely the users would get in touch with us.
Printers: Since the printers created in ServiceNow were the printers assigned to the Sales
Force Team, we had to double check with every one of them. The remaining printers left to
update were old printer models already decommissioned that were not updated at the time.
3. The Results
Being on the field for three months doing an extensive IT inventory as make it possible to
understand the dimension of the Portuguese Phillip Morris Affiliate but also the importance of
having effective and standardized procedures of control. In a universe of more than 4000
identified IT equipments, Headquarters, Factory Environment and 800 users with an average
of 2/3 devices assigned it is pretty easy to lose control.
The organization of the storage room was the first step to gain control of our own home. We
knew what devices and consumables we had in stock, we had a specific place for each of
them and we had finally inventoried every single device for retirement and demanded the
respective destruction.
The Room Code System changed our virtual Organization. We created it ahead of the
physical inventory enabling the rest of the team to get used to the codes and to start the
inventory already prepared to achieve high organization levels in ServiceNow. Since the
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implementation of the Room Code System the team precisely knew where they were
physically assigning the equipment.
The Room Code System made the database look consistent and organized.
The physical inventory revealed itself critical for the final results, it would be almost impossible
to reach such accurate results if we did it remotely. We expect that ServiceNow has now an
information accuracy of over 90%, whether it is in the device location or user assignment.
Lessons Learned:
- Defining a timeline is crucial;
- Prepare yourself to be ignored by the users (not everybody understands the importance
of an inventory);
- It is important to create good relationships and partnerships with supervisors and
Managers;
- Have a Bar Code Reader with you to scan labels, especially inaccessible ones;
- Dont leave all the updates to the end. Update the devices you inventoried at the end of
each day;
- Always leave a remark in every device you update in the ServiceNow (we wrote Global
Inventory 2015 as a remark in every device we inventoried)
- Ask your Local End User Support Team for all the tools available to confirm devices, like
MDM Tools and LogIn Confirmation Tools.
- Do inventory quality checks every now and then.
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100%474 Assets
Peripherals - 29th of May 2015
Inventoried Not Inventoried
83,4%169 Assets
16,6% 28 Assets
Modems - 29th of May 2015
Inventoried Subscription cancelled
94,7%340 Assets
5,3%19 Assets
IP PHONES - 29th of May 2015
Inventoried Not Inventoried
The End results:
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100%862 Assets
Workstations - 29th of May 2015
Inventoried Not Inventoried
96,6%354 Assets
2,7%10 Assets
IPADS - 29th of May 2015
Inventoried Not Inventoried
88,2%186 Assets
11,8%25 Assets
IPHONES - 29th of May 2015
Inventoried Not Inventoried
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81,7%116 Assets
18,3%26 Assets
Printers - 29th of May 2015
Inventoried Not Inventoried
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Attachments
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DESCRIPTION ROOM CODE
HeadQuarters HQ HeadQuarters Business Development HQ.BD
HeadQuarters Corporate Affairs HQ.CA
HeadQuarters Excecutive HQ.EXEC
HeadQuarters Financial HQ.FIN
HeadQuarters Help Desk HQ.HD
HeadQuarters Human Resources HQ.HR
HeadQuarters Information Services HQ.IS
HeadQuarters Internal Audit HQ.IA
HeadQuarters Law HQ.LAW
HeadQuarters Marketing HQ.MKTG
HeadQuarters Office Services HQ.OS
HeadQuarters Reception HQ.REC
HeadQuarters Commercial HQ.COM
HeadQuarters Commercial Sales Foce HQ.COM.SF
HeadQuarters Commercial Brand Activators HQ.COM.BA
HeadQuarters Cascais Room HQ.CASCAIS
HeadQuarters Malveira Room HQ.MALVEIRA
HeadQuarters Phillip Morris Room HQ.PMI
HeadQuarters Sintra Room HQ.SINTRA
Factory Environment FE Factory Facility Services FE.FS
Factory Filter Shooting FE.APHIS
Factory Filter Cabinet FE.APHIS.FilterCabinet
Factory Filter 62 FE.APHIS.62
Factory Filter 63 FE.APHIS.63
Factory Filter 64 FE.APHIS.64
Factory Filter 65 FE.APHIS.65
Factory Filter 67 FE.APHIS.67
Factory Filter 68 FE.APHIS.68
Factory Filter 69 FE.APHIS.68
Factory Filter Drive2Be FE.APHIS.D2B
Factory Filter Shooting FE.APHIS.Shooting
Factory Material Quality Assurance FE.MQA
Factory Medical Center FE.MC
Factory Non Tobacco Materials FE.NTM
Factory Non Tobacco Materials Buffer FE.NTM.Buffer
Factory Non Tobacco Materials Logistics FE.NTM.LOG
Factory Non Tobacco Materials Phillip Morris Room FE.NTM.PM
Factory Non Tobacco Materials Rangel FE.NTM.Rangel
Factory Non Tobacco Materials Supply Chain FE.NTM.SC
Factory Operations FE.OPS
Factory Operations EHS & Security FE.OPS.EHS
ROOM CODES (CI Locations)
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Factory Operations Finance FE.OPS.FIN
Factory Operations Human Resources FE.OPS.HR
Factory Operations Manager FE.OPS.MA
Factory Operations Laboratory FE.OPS.LAB
Factory Operations Alfa Room FE.OPS.ALFA
Factory Operations Diana Room FE.OPS.DIANA
Factory Operations Engineering FE.OPS.ENG
Factory Operations Leaf Room FE.OPS.LEAF
Factory Operations Manager Production FE.OPS.MANAGER
Factory Operations Manufactering FE.OPS.MAN
Factory Operations Obeya Room FE.OPS.OBEYA
Factory Operations Planning FE.OPS.PLG
Factory Operations Plotter & Documentation FE.OPS.P&D
Factory Operations Portuguese Room FE.OPS.PORTUGUESE
Factory Operations Quality Assurance FE.OPS.QA
Factory Operations Tabaqueira Room II FE.OPS.TABAQUEIRA
Factory Operations SG Room FE.OPS.SG
Factory Operations Supply Chain FE.OPS.SC
Factory Operations Supply Chain Planning FE.OPS.SC
Factory Portaria Exterior Nascente FE.PEN
Factory Portaria Interior Nascente FE.PIN
Factory Portaria Exterior Poente FE.PEP
Factory Portaria Interior Poente FE.PIP
Factory Portaria Interior Poente TabTV FE.PIP.TabTV
Factory Portaria Interior Poente Internet Corner FE.PIP.IC
Factory Primary FE.PRIM
Factory Primary Control Room FE.PRIM.CONTROL
Factory Primary Electrical Maintenance FE.PRIM.ELEC
Factory Primary HMI FE.PRIM.HMI
Factory Primary HMI Corte Lmina FE.PRIM.HMI-CorteLmina
Factory Primary HMI Aromatizador FE.PRIM.HMI-Aromatizador
Factory Primary HMI BBS Packing FE.PRIM.HMI-BBSPacking
Factory Primary HMI Bins1 FE.PRIM.HMI-Bins1
Factory Primary HMI Bins2 FE.PRIM.HMI-Bins2
Factory Primary HMI Casing FE.PRIM.HMI-Casing
Factory Primary HMI Corte Nervura FE.PRIM.HMI-CorteNervura
Factory Primary HMI DCC's FE.PRIM.HMI-DCC's
Factory Primary HMI Dryer FE.PRIM.HMI-Dryer
Factory Primary HMI Infeed Cameras FE.PRIM.HMI-InfeedCameras
Factory Primary HMI Infeed L11 FE.PRIM.HMI-InfeedL11
Factory Primary HMI Infeed Nervura FE.PRIM.HMI-InfeedNervura
Factory Primary HMI Linha 10 FE.PRIM.HMI-Linha10
Factory Primary HMI Linha ET FE.PRIM.HMI-LinhaET
Factory Primary HMI MBS FE.PRIM.HMI-MBS
Factory Primary HMI Molhos FE.PRIM.HMI-Molhos
Factory Primary HMI Molhos 2 FE.PRIM.HMI-Molhos2
Factory Primary HMI Separadores FE.PRIM.HMI-Separadores
Factory Primary HMI Silos A FE.PRIM.HMI-SilosA
Factory Primary HMI Silos C FE.PRIM.HMI-SliosC
Factory Primary Internet Corner FE.PRIM.IC
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Factory Primary Infeed TabTV FE.PRIM.Infeed-TabTV
Factory Primary Infeed Operadores FE.PRIM.Infeed-Operadores
Factory Primary Laboratory FE.PRIM.LAB
Factory Primary Maintenance FE.PRIM.MAINT
Factory Primary Management FE.PRIM.MA
Factory Primary Mechanic FE.PRIM.MECH
Factory Primary Merit FE.PRIM.MERIT
Factory Primary Process Improvement FE.PRIM.PI
Factory Primary Production Support Specialist FE.PRIM.PS
Factory Primary Quality Assurance FE.PRIM.QA
Factory Primary Quality Support Primary FE.PRIM.QSP
Factory Primary Storage FE.PRIM.STOR
Factory Primary TabTV FE.PRIM.TabTV
Factory Ripping FE.RIP
Factory Secundary FE.SEC
Factory Secundary Electronic FE.SEC.ELEC
Factory Secundary Internet Corner FE.SEC.IC
Factory Secundary-A LinkUp 01 FE.SEC-A.LU01
Factory Secondary-A Carton Tracking 01 FE.SEC-A.CT01
Factory Secondary-A ODPS 01 FE.SEC-A.ODPS01
Factory Secondary-A LinkUp 02 FE.SEC-A.LU02
Factory Secondary-A Carton Tracking 02 FE.SEC-A.CT02
Factory Secondary-A ODPS 02 FE.SEC-A.ODPS02
Factory Secundary-A LinkUp 04 FE.SEC-A.LU04
Factory Secondary-A Carton Tracking 04 FE.SEC-A.CT04
Factory Secondary-A ODPS 04 FE.SEC-A.ODPS04
Factory Secundary-A LinkUp 06 FE.SEC-A.LU06
Factory Secondary-A Carton Tracking 06 FE.SEC-A.CT06
Factory Secondary-A ODPS 06 FE.SEC-S.ODPS06
Factory Secundary-A LinkUp 07 FE.SEC-A.LU07
Factory Secondary-A Carton Tracking 07 FE.SEC-A.CT07
Factory Secondary-A ODPS 07 FE.SEC-A.ODPS07
Factory Secundary-B LinkUp 08 FE.SEC-B.LU08
Factory Secondary-B Carton Tracking 08 FE.SEC-B.CT08
Factory Secondary-B ODPS 08 FE.SEC-B.ODPS08
Factory Secundary-A LinkUp 09 FE.SEC-A.LU09
Factory Secondary-A Carton Tracking 09 FE.SEC-A.CT09
Factory Secondary-A ODPS 09 FE.SEC-A.ODPS09
Factory Secundary-B LinkUp 11 FE.SEC-B.LU11
Factory Secondary-B Carton Tracking 11 FE.SEC-B.CT11
Factory Secondary-B ODPS 11 FE.SEC-B.ODPS11
Factory Secundary-A LinkUp 12 FE.SEC-A.LU12
Factory Secondary-A Carton Tracking 12 FE.SEC-A.CT12
Factory Secundary-B LinkUp 13 FE.SEC-B.LU13
Factory Secondary-B Carton Tracking 13 FE.SEC-B.CT13
Factory Secondary-B ODPS 13 FE.SEC-B.ODPS13
Factory Secundary-B LinkUp 14 FE.SEC-B.LU14
Factory Secondary B Carton Tracking 14 FE.SEC-B.CT14
Factory Secondary-B ODPS 14 FE-SEC-B.ODPS14
Factory Secondary-B LinkUp 15 FE.SEC-B.LU15
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Factory Secondary-B Carton Tracking 15 FE.SEC-B.CT15
Factory Secondary B ODPS 15 FE.SEC-B.ODPS15
Factory Secundary-B LinkUp 17 FE.SEC-B.LU17
Factory Secondary-B Carton Tracking 17 FE.SEC-B.CT17
Factory Secundary-B LinkUp 18 FE.SEC-B.LU18
Factory Secondary-B Carton Tracking 18 FE.SEC-B.CT18
Factory Secondary-B ODPS 18 FE.SEC-B.ODPS18
Factory Secundary-B LinkUp 21 FE.SEC-B.LU21
Factory Secondary-B Carton Tracking 21 FE.SEC-B.CT21
Factory Secondary-B ODPS 21 FE.SEC-B.ODPS21
Factory Secondary-A LinkUp 22 FE.SEC-A.LU22
Factory Secondary-A Carton Tracking 22 FE.SEC-A.CT22
Factory Secondary-A ODPS 22 FE.SEC-A.ODPS22
Factory Secondary-C LinkUp 26 FE.SEC-C.LU26
Factory Secondary-C Carton Tracking 26 FE.SEC-C.CT26
Factory Secondary-C LinkUp 27 FE.SEC-C.LU27
Factory Secondary-C Carton Tracking 27 FE.SEC-C.CT27
Factory Secondary-C LinkUp 28 FE.SEC-C.LU28
Factory Secondary-C Carton Tracking 28 FE.SEC-C.CT28
Factory Secondary-C LinkUp 29 FE.SEC-C.LU29
Factory Secondary-C Carton Tracking 29 FE.SEC-C.CT29
Factory Secondary-A LinkUp 48 FE.SEC-A.LU48
Factory Secondary-A Carton Tracking 48 FE.SEC-A.CT48
Factory Secundary Management FE.SEC.MA
Factory Secundary Marlboro Room FE.SEC.MARLBORO
Factory Secundary Mechanic FE.SEC.MECH
Factory Secundary Open FE.SEC.OPEN
Factory Secundary Process Improvement FE.SEC.PI
Factory Secundary Process Supervisors FE.SEC.PS
Factory Secundary Support FE.SEC.SUPT
Factory Secundary Triage FE.SEC.TRIAGE
Factory Steam Central FE.STEAM
Factory Technical Training FE.TT
Factory Technical Training Celsius Room FE.TT.CELSIUS
Factory Technical Training Continuos Improvement FE.TT.CI
Factory Technical Training Library FE.TT.LIBR
Factory Technical Training Manufactering FE.TT.MAN
Factory Technical Training Obeya Room FE.TT.OBEYA
Factory Technical Training Pascal Room FE.TT.PASCAL
Factory Technical Training Newton Room FE.TT.NEWTON
Factory Treasury FE.TREASURY
Factory VAO FE.VAO
Factory Warehouse FE.WHS
Factory Waregouse 7 FE.WHS.7
Factory Warehouse 8 FE.WHS.8
Factory Warehouse 9 FE.WHS.9
Factory Warehouse 10 FE.WHS.10
Factory Warehouse 11 FE.WHS.11
Factory Warehouse 12 FE.WHS.12
Factory Warehouse 13 FE.WHS.13
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Factory Warehouse 15 FE.WHS.15
Factory Warehouse 16 FE.WHS.16
Factory Warehouse APA (Armazm de produto acabado) FE.WHS.APA
Factory Warehouse Expedition FE.WHS.EXP
Factory Warehouse Spares FE.APR
EUREST EUREST
Eurest Dinning Room EUREST.DR
Coruche COR
capaProcedures ManualRoom Codes