Service Process Lead- Software License Management

Description

Planning and Identification:

The Software License Management Team ensures that the following steps are carried out:

• Identify deployed software and compare it to the baseline inventory.
• Identify and reconcile discrepancies between discovered data and baseline inventory.
• Review licensing models, agreements, and compliance requirements.
• Classify software based on business criticality, usage frequency, and licensing complexity.
• Document a Software License Management Plan.
• Register and maintain software as CIs in the CMDB.
• Map software licenses to relevant hardware or user assets to track usage.

Software License Control:

The Software License Management Team ensures that the following steps are carried out:

• When a request is triggered, the Software License Management team reviews the request and checks for availability of existing software licenses.
• Verify existing software license availability and inform the requestor.
• Record new license entitlements and agreements in the CMDB and/or contract repository.
• Map software licenses to IT hardware assets to track usage.

Status Accounting & Reporting:

The Software License Management Team ensures that the following steps are carried out:

• Retire/decommission expired, obsolete, or unused software license records.
• Update ITSM toolset / license records to reflect changes.
• Generate and distribute license recovery reports to stakeholders.

Verification & Audit:

The Software License Management Team ensures that the following steps are carried out:

• Collect and analyze license usage data to identify trends, underutilized or unauthorized software, and potential compliance gaps.
• Verify license key expirations, contract renewals, and other time-based obligations captured in the CMDB or license repository.
• Detect and flag instances of over-allocation, such as more installations than licenses owned.
• Generate compliance reports, unauthorized or blacklisted software installations and distribute to stakeholders.
• Update license records to reflect changes.
• Create and maintain a list of authorized and unauthorized software licenses.
• Ensure the license inventory and entitlement records are accurate and reconcilable against vendor expectations.
• Track metrics
• Analyze software usage trends to identify opportunities for optimization or re-harvesting.

Activities to evaluate, plan, and request new or renewed licenses in alignment with business needs and contractual terms.

• Review software usage and entitlements: Analyze current license inventory, usage trends, and entitlements to identify over- or under-utilized assets.
• Perform gap analysis: Compare actual usage against license entitlements and identify any shortfalls, compliance risks, or unused capacity.
• Forecast Licensing Needs: Collaborate with stakeholders to project new or renewed license requirements based on planned projects, user growth, or technology changes.

Process Generic Activities

Item

Description

SLA & Service Review

Guarantee that all metrics (SLA/KPI) are measured and communicated to all delivery units

Monthly upload of process related SLA to the Fujitsu Standard KPI/SLA repository

Act as a point of contact and escalation for the customer, account and delivery units in all SLA related matters

Participation in internal monthly service review meeting and contribution to customer service review

Coordination of SLA mitigation activities across the multiple delivery units

Analysis of SLA related reports as well as mitigation proposals

On a regular basis, review the agreed metrics and KPIs and propose amendments to ensure they are fit for purpose

Process Control & Reporting

Monthly proactive production and analyzing standard internal Fujitsu service status reports (health checks)

Producing and analyzing of internal Fujitsu daily, weekly and/or monthly service control related reports:

• License Tracking: Update the software license inventory with new licenses, renewals, and expirations.
• License Expiry Alerts Review: Monitor alerts for upcoming license renewals and expirations.
• Software License Lifecycle: Collaborate with teams to discuss upcoming software license renewals or retirements.
• Stakeholder Engagement: Respond to ad-hoc queries from management regarding licensing.
• Meetings: Collaborate with SLiM stakeholders to align software needs.

Reviewing the nature of the trends and triggering respective actions (demand analysis)

Producing or analyzing Non-standard, ad-hoc reporting (limited to 1 report per month)

Process & Procedures

Conducting process related meetings with customer and delivery units

Act as a contact and escalation point for the customer and account in regard to process and procedure

Act as a contact and escalation point for the delivery units in regard to process and procedure

On a regular basis, review, update and communication of processes and procedures

Participation in standard process related audits

Creation, update/maintenance and communication of process related work instructions

Delivery of process related trainings to delivery units and other agreed stakeholders

Monitor, maintain and ensure compliance to the Process and respective industry and Fujitsu standards

Continual Improvement

Proactive identification of process related Continual Improvement initiatives, such as automation and ITSM toolset proposals and process related demand reduction opportunities

Propose, plan, implement, track, and review of process related improvements

Act as contact and escalation point for the customer, account and delivery units in process related Continual Improvement matters

Maintain, control, and improve interfaces with key ITSM processes, ensuring their efficiency during service lifecycle

Participation in account Continual Improvement related meetings

Active participation and collaboration in CommCell's (or similar Continuous Improvement forums) on a regular basis. Record ideas and track forecast/actual benefits in the Global Delivery Benefits tracker.

Service Change & Risk

Perform process related service acceptance as part of Service Readiness Review (SRR) for all new services/projects according to the Fujitsu Service Acceptance best practices

Consult change schedules (FSC) for awareness of upcoming operational changes and perform change assessment where required

Identification of process related risks to the services, updating of risk registers where needed and contribution to risk mitigation plans