Voted Best Answer
Mar 04, 2016 - 01:08 AM
Firstly, I would caution against a simple bundle of devices / licences as you obviously have a mix of user based and device based licensing and given the fragility of your SAM "Solution" I would question whether your dataset is robust enough to take that kind of risk. I can assure you that Adobe wont care if you end up miscounting and non-compliant.
I feel for you, I really do and what I would suggest you do is leverage this situation to get some investment in some governance (people, policy & process) plus maybe some more integrated tooling that will give you a more joined up solution for your SAM function, one that is more automated and less driven by repeated manual interventions. Unfortunately your situation is quite a common one, where those who have purchased an ITSM solution have been taken in by the vendor when they say "Sure we can do SAM!" but don’t really invest in any due diligence.... Then once the sales men have left and the CIO is looking at his nice new service management stats the SAM team are just about keeping on top of things. However, they are just about keeping their heads above water while below the waterline its akin to a crazed synchronised swimming event...
ITSM tools do not do SAM that well and, as you have discovered, they usually end up creating a mini industry to keep the data current & available. Additionally, discovery & recognition is a key component of any SAM tool, unfortuantely in many cases it is overlooked and seen only as commodity.
Start by documenting the process along with the risks and issues you have with the way the current "solution" fits together; quantify the manual effort required and the risks to data integrity detail the sums & user volumes involved in the agreements that you are managing to give some indication of the risk profile. Then split your task to three layers and at all times emphasise the savings that that could come as a result of improvement:
1. Procurement - seek their support to consolidate the agreements (lower cost from combined spend)
2. Process - Address the number of packages & how delivered / monitored (more efficient & more automated processes, speeding up delivery to end users and lowering cost of service.)
3. Policy - Leverage the issue you are currently facing to win support for improved policy - (Users sticking to 1 & 2 ensuring cost, efficiency & risk savings are maintained)
There are times as SAM professionals we are stood up to our knees in mud. Those are the times we need to speak out & highlight risk before it overwhelms. Then if the worst does happen you are at least on record as having spoken out.
All the very best !