Asset Manager
3 weeks ago
Delivery Readiness:
- Obtain the required asset list that includes the complete data needed to perform the work activities.
- Identify the Account Team that has Sales and Support responsibilities for the account. Also identify all Partners that are supporting the End Customer with product procurement and service coverage.
- Work with the account team to obtain a Letter of Authorization (LOA) from the Customer if Aruba asset information needs to be shared across partners who support the account.
Customer Onboarding
1. Define the Customer business entity and the associated Aruba assets (HW and SW) that will be managed under the premium support service. The Asset Manager will define and qualify the Customer Names that will be used to search Aruba systems to retrieve installed based data on all the Aruba products that belong to or are installed at a customer location.
2. Perform a process assessment on existing asset and contract management capabilities that are currently in use by the customer or partner. Identify target areas that need improvement in order for the Asset Manager to perform their job.
3. Establish an Installed Base (IB) baseline by defining the device quantity, type, location, and service coverage for the account.
Install Base Assessment
Conduct a complete assessment of the Customer’s Aruba assets is a fundamental step for managing the Assets.
- Work with the Account team and Partners to obtain a list of assets from Aruba, which represents the devices that have been shipped, installed, and/or covered by an Aruba service contract.
- Work with the Customer to obtain a list of assets which they are tracking in their internal systems. This data can offer additional insight into Aruba assets that may have been deployed in labs, staging areas, or are behind firewalls within the Customer’s network.
- Merge, match and analyze the IB data sets into a single view of the customer’s IB, resolve duplicate data, identify data conflicts and show disparate views of devices by site locations.
- With the IB assessment completed arrange a meeting with the account team and customer to discuss recommended changes to the line items, service coverage and location of assets.
- As identified changes are approved the Asset manager will process the necessary MACD changes.
- Upon successful update of the IB data records the Asset Manager will publish and distribute the updated IB report to the customer and account team.
Ongoing Asset Management
- The Asset Manager will document, manage, and track changes as they are made to the IB baseline (MACD)
- Monitor and evaluate IB accuracy of service delivery and entitlement issues in the account when notified by either the Account team or Delivery.
- Provide ongoing account support for Aruba asset management.
- Proactive notification of MACD change delays, processing errors and trends
- Analyze and report on critical product life cycle pending events
i. Last Day of Support
- Conduct be-weekly Aruba asset management meetings with the Aruba Account Team
- Prepare reports and participate in Quarterly Operations Review meetings.
Report, Analysis and Business Reviews
The Asset Manager will capture metrics for the account in order to track and assess the impact of future changes to the IB baseline. The regular reporting of metrics will indicate trends of Aruba asset changes and give insight into business changes occurring with the customer.
Asset Management Metrics include:
- Inventory Accuracy: Quantitative measurement of the number of assets that match between all views.
- Entitlement Exception Requests: Measurement of the number of Service Requests RMA exception requests processed for serial numbers not showing up under a support contract.
- Asset Manager Scorecard: Quantitative measurement of the number of MACD changes processed in the reporting period (s).
Attach Rate: Quantitative measurement of the number of shipped devices verse number of devices covered by
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