With over 2,000 devices and 1,200 users spread out over eight locations, PPL IT had only jointly-managed Excel spreadsheets to help manage its IT environment. “It was anarchy with poor overall control,” said Mirza Anwar Hussain, General Manager of Information Technology. “There was little governance and control within our IT environment. Finance kept some financial data, but IT for the most part managed the environment with spreadsheets that had at most 30% data accuracy and required two dedicated resources to clean, verify and update constantly. We had cases of users with multiple assets at their desk. We had cases with multiple software titles and versions [of the same title] installed on assets, and we even had cases with assets dating back to 2005 that were never disposed of.”
As a state-owned corporation, PPL faced two statutory government audits per year. Inconsistencies showed up repeatedly between the Excel based data and the reports from PPL’s SAP ERP system. “Before Provance, passing along information was always an issue due to accuracy of the data,” said Mirza Anwar Hussain. “It made audits a painful process.” In addition to auditing requirements, the lack of transparency into PPL’s hardware asset inventory proved to be financially costly as a result of not being able to track warranty agreements against hardware asset records or being able to provide the corporation’s insurance company with accurate information.
With their IT environment in a state of “anarchy” came an IT and business initiative for greater control and governance, and financial discipline through the implementation of an IT Asset Management (ITAM) program. As a Microsoft-centric organization with all the components of System Center deployed, PPL sought an ITAM solution that would allow them to take full account of PPL’s physical inventory, align with ITIL® (Information Technology Infrastructure Library), and be fully integrated with their chosen IT Service Management (ITSM) solution.
PPL had engaged Provance partner MetalSoft for Service Manager SP1 Upgrade and to implement Process Automation for Service Manager 2012. In conjunction with MetalSoft, PPL reviewed solutions such as Manage Engine but found that only the Provance IT Asset Management Pack, with its native integration with Service Manager, fit all of their requirements. “Because of our commitment to Microsoft, including our investment in Microsoft technologies, it made most sense to follow this strategy,” added Mirza Anwar Hussain. “We also believed right from the start that integrating the ITSM and ITAM functions would greatly benefit our end users though an improved user experience.”