WannaCry About Quality Asset Data for Better IT Service Management?

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As IT organizations transform from being cost centers to becoming business enablers, improving service quality and reducing operational costs become paramount.

Service Desk and IT Service Management (ITSM) solutions enable IT organizations to deliver services to the enterprise to ensure smooth business operations, improve employee productivity, protect against security attacks and maintain competitive advantage. However, when IT organizations support and manage hundreds to thousands of devices and applications, data quality problems about those devices and applications arise.

It can make it difficult to set up automation, prioritize and route incidents efficiently and evaluate impact and coverage accurately. This leads to longer resolution times, unnecessary escalations and outages, inefficient utilization of IT staff time and reduced productivity.

Many efforts are hampered by inconsistent and unreliable hardware and software asset information, leading to many project failures and lower ROI for processes, not to mention security exposures. Does WannaCry come to mind?

While most organizations have a proactive approach to secure an organization from cybersecurity threats coming from the outside, there is more risk and damage after an intruder gets in. Apparently started from an older version of Windows still on millions of computers worldwide, WannaCry could have been prevented if organizations had better managed the end-of-life (EOL) of software assets in their enterprise. These vulnerabilities continue to be successfully exploited by hackers and malware because EOL and end-of-support (EOS) software and hardware continue to live on many organization’s networks without the knowledge of IT staff.

Good, clean and up-to-date asset information ensures the success of better ITSM, including reducing security risk. Asset information combined with accurate configuration information assures applications will perform correctly.

That results in fewer calls to the Help Desk. But beyond that, the impact for mitigating security risk can be realized if the asset management of software enriched with data, such as EOL, could tell you more about your applications and devices. One organization discovered that more than 56 percent of its applications was EOL. In a recent BDNA survey, 52 percent of those surveyed admitted they do not have a process for handling EOL software.

Does that make you WannaCry? Then you might want to check out When Software Goes Rogue.