AsM 1.0 Work Instruction Collect and Submit Desktop Asset (v1.0) 2010.08.25

Eli Lilly GWPP Services

Document Title: AsM 1.0 Work Instruction Collect and Submit Desktop Asset

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AsM 1.0 Work Instruction Collect and Submit Desktop Asset (v1.0) 2010.08.25.docx

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Eli Lilly and HP - Internal Use Only

Unless otherwise marked, the printed version of this document is an uncontrolled copy. This document’s effective status cannot be assured beyond the day it is printed.

Index Index ..................................................................................................................... 1 1. Process Overview ............................................................................................. 2 2. Scope ............................................................................................................. 2 3. Definitions ....................................................................................................... 4 4. Roles & Responsibilities ..................................................................................... 5 5. Activity Description........................................................................................... 6 6. Training Requirements .................................................................................... 11 7. Record Management ....................................................................................... 11 8. Process Flow .................................................................................................. 11 9. Document Reference List ................................................................................. 11 10. Attachments .................................................................................................. 11 11. Version Control/Modification History ................................................................. 12



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1. Process Overview The purpose of this document is to provide work instructions to resources that are required to perform asset management tasks. All HP employees are subject to perform asset management tasks. This is not limited to dedicated Asset Management roles.

2. Scope This document defines procedures that are related to performing tasks associated to HP asset management services (ITAM Service Line). This document defines procedures that are to be performed as part of the ITIL AsM-00 processes set. This document provides guidance on how to submit asset information for moves, changes, or de-installations of Desktop Platform devices.

• Asset Service: Hardware Asset Management • Locations: All LLYP locations • Managed: Assets are HP Supported • Ownership: Client owned (all desktops are currently client owned, including

new) • Platforms: EUC • Asset Types: All in-scope EUC Assets

• Class 1 Asset Types o Desktops o Laptops o Tablet PCs o Thin Clients o Servers o Network Printers o Local Printers o Monitors

• Class 2 Asset Types o Blackberries with Company paid service (NOT ASSET TAGGED) o Cell Phones with Company paid service (NOT ASSET TAGGED) o Wireless Network – 3G Cards (NOT ASSET TAGGED)



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• Class 3 Asset Types (At sites where HP supports these assets) o Copiers o Fax o Projectors

Process References These Work Instructions are mapped to the following HP ITIL standard processes:

• Release Management (RsM) • Asset Management (AsM)

General Assumptions

• All responsible roles have access to Asset Center or CAMS • PCs have been registered in Asset Center with standard basic asset data

elements. Registration occurs when the asset equipment is received from shipment.

Usage Conditions Use these work instructions when:

• Changes to a PC or EUC asset Do Not Use When:

• Asset is not an in-scope EUC asset (see scope above) • Initially registering the EUC asset

o The initial asset record is created when the asset is received and tagged. Standard data elements are submitted at this time but PC related data elements and custom LLYP data elements must still be submitted prior to going into production.

o SEE: LLYP_AsM-02_Receive_HW.doc • End-of-Life Processing of hardware

o SEE: LLYP_RsM_09_03_01_EOL.doc • Registration of purchase of a Software License (not an SW install)

Required items:

• Access to Internet • Access to CAMS

Audience

• HP EUC Onsite Support (EUC Assets)



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3. Definitions Term/Acronym Definition

ITAM IT Asset Management Service Line – The service that HP sold to perform asset management. Each ITAM release has a specific standard scope of work.

ABM Account Business Management (ABM) -- The Account Business Management organization oversees the delivery and management of business functions for HP accounts. This includes ITAM services.

ITIL Definition #1 - ITIL (IT Infrastructure Library) is the most widely accepted approach to IT Service Management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally. It is supported by a comprehensive qualification scheme, accredited training organizations, and implementation and assessment tools.

Definition #2 The HP version of ITIL process suite

AsM AsM is the set of HP ITIL processes for IT Asset Management. (Also referred as ITAM ITIL or AsM-00)

http://enhanced1.sharepoint.hp.com/teams/ABM_Global/AM/ITAM%20NewCo/Forms/AllItems1.aspx?RootFolder=%2fteams%2fABM%5fGlobal%2fAM%2fITAM%20NewCo%2fFastTrack%2fProcess&FolderCTID=&View=%7bE43F4190%2dE392%2d42D1%2dAFF9%2d94B294746701%7d

System Name An assigned name for a computer system. Is synonymous with host name or computer name.

http://enhanced1.sharepoint.hp.com/teams/ABM_Global/AM/ITAM%20NewCo/Forms/AllItems1.aspx?RootFolder=%2fteams%2fABM%5fGlobal%2fAM%2fITAM%20NewCo%2fFastTrack%2fProcess&FolderCTID=&View=%7bE43F4190%2dE392%2d42D1%2dAFF9%2d94B294746701%7d�







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4. Roles & Responsibilities Role Responsibilities

(R) Release Technician • HP Onsite Desktop

Support (Desktop)

• Identifies that changes have been made or a discrepancy is found

• Obtains required data elements required to submit an asset update request.

• Submits asset update (S) IT Asset Manager

• HP Regional ITAM contact

• Supports by providing guidance in tool and process standards

RASIC Legend: R=Responsible A=Approve S=Support I=Inform C=Consult



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5. Activity Description

TASK 1 – Identifying Required Data Elements: Elements required for every asset that is being brought up into production. This section helps you understand the definitions of certain data elements and what values should be used in certain situations. HINT: Assume that you will perform the change and then come back to your desk and PC to update the ticket and submit the asset change in CAMS. TASK 1 informs you of what information you will need to capture at site of change prior to coming back to your desk.

• Data elements listed in this task are required for each PC • Scope of this task is to capture information. Captured information will be

submitted using the steps listed in TASK #2 • TASK 1 is same for all asset type classes

Task 1 Step Description Owner Inbox/Tool

1.0 Determine Status IF asset is moving to production, change [Status] field to “Deployed” IF asset is moving out of production (De-Installed) and stored for future re-deployment, change [Status] to: “Available for Deploy” IF asset is moving out of production (De-Installed) and will be stored for future End-Of Life Processing, change [Status] to “Awaiting Retirement” IF asset is out of production but is used as spare PC for temporary swaps, change [Status] to: “Spare” IF user has claimed that asset is lost or stolen, have the user call the Service Desk and change the status to “Missing” IF asset is to be reserved for a use, so it cannot be assigned elsewhere, then change the status to “Reserved” Example: A Request in install an asset

Release Technician

Manual



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Step Description Owner Inbox/Tool from storage (Available for Deploy) , but the asset cannot be installed immediately. Change the asset to “Reserved” then when installed update to “Deployed” NOTE: for assets that are to be removed from site for End-Of-Life see work instruction: LLYP_RsM-09-03-01_EOL.doc

2.0 Determine Asset Type (Cell Phone, PDA or Blackberry) IF asset is a Lilly owned cell phone , PDA or Blackberry, then capture phone number. You will enter the phone number into the [EDS Asset Tag] field.

2.0 Identify: Other changed data elements Examples:

• Move

o Location

o Internal location [Add loc B]

• De-install, Spare or Reserved

o Stock Location

• Awaiting Retirement

o Stock Location where assets await pickup for End-of-Life

Release Technician

Manual

PROCEED TO NEXT TASK



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TASK 2 – Submit Asset Information – EUC Asset: The assumption is that an asset record has already been created and that you will need to lookup the existing record on CAMS to update with install information.

• Asset Change Update – Enter & submit updates to any fields that you are authorized to update. .

• IF you have completed performing TASK #1 submit the update using instructions in this task.

• Use this task for all in-scope EUC asset types

Task #2 Step Description Owner Inbox/Tool

REFFERENCE GUIDE: For information and screen shots on how to use CAMS see guideline that is available once you log into CAMS.:

• CAMS Tool Asset Data Providers.pdf

1.0 Open CAMS URL: https://cams.tools.eds.com/default.aspx To request access to CAMS or identify forgotten password click on link, then click on appropriate link in that web page.

Release Technician

CAMS

2.0 Logon to CAMS

• ID = email address • Password

Release Technician

CAMS

3.0 Select from menu: [Asset Request Manager] NOTE: The Asset Request Manger screen appears with 4 tabs.

Release Technician

CAMS

https://cams.tools.eds.com/default.aspx�



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Step Description Owner Inbox/Tool 4.0 Lookup Asset (Asset to be updated)

a) Select Tab: [Lookup Filter] b) In the lookup Filter Tab enter the following:

o Request Type = Hardware Requests

o Client = Eli Lilly {Enter either Asset Tag of Serial No}

• Asset Tag

• Serial Number

NOTE: Enter Asset tag or serial, not both.

c) CLICK: [Process Filter] button

NOTE: Search results appear at the bottom of the screen showing a list of assets.

Release Technician

CAMS

5.0 Update the Existing Asset - Select the asset to update CLICK on the icon to the left of the asset record to edit/modify the asset record NOTE: The Asset Request screen appears with 6 tabs. Current data for the searched asset is populated.

Release Technician

CAMS

1. Update the Existing Asset

a) Select tab: [Main/Required Fields]

b) Update the following fields:

• Ticket Type • Ticket Number • Request Reason = Asset

Change

Ticket Type: Most ticket types will be “Incident” or “IMAC”. If type of ticket is a change request then select “Service Center” Ticket Number: This will be the record number for the type of ticket.

Release Technician

CAMS



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Step Description Owner Inbox/Tool 2. Update the Existing Asset (cont.)

a) Select tab: [Product Fields]

• Update any changed fields

Release Technician

CAMS

3. Update the Existing Asset (cont.)

a) Select tab: [Asset Center Fields]


Release Technician

CAMS


a) Select tab: [Client Fields]


Release Technician

CAMS


a) Select tab: [Request Fields]

b) Enter Ticket Type

c) Enter Ticket Number (IMAC Number)

d) Enter Comment (OPTIONAL)

Release Technician

CAMS

6. Submit the Request CLICK: [Submit Request for Processing] button

Release Technician

CAMS

REPEAT TASKS 1-6 FOR EVERY Asset THAT REQUIRES AN UPDATE

END OF PROCESS



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6. Training Requirements Training for this document is assigned and tracked by HP Quality & Compliance. Learners are required to demonstrate competency at the conclusion of training.

7. Record Management The use of this document to perform the described process may generate business records, which have to be retained following the Eli Lilly retention policies. • Paper record of this document is scanned and posted in the HP Controlled Record

Library; the original, signed record is forwarded to the Account ABO. • Electronic records are stored within the SM Tool.

8. Process Flow There is no Process Flow diagram available for this document.

9. Document Reference List Document Title Document Description

10. Attachments Attachments are not available for this document.



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11. Version Control/Modification History Version Digital Signature/Role Author By Change History DCR #

1.0

9/2/2010

X Cheryl Houston-WalmsleyCheryl Houston-WalmsleyProcess Architect - Asset Management

Cheryl Houston-Walmsley

Initial Release 32

Documents

AsM 1.0 Work Instruction Collect and Submit Desktop Asset (v1.0) 2010.08.25