Softline Group Northern Europe // Management system

A solid foundation for Software & IT Asset Management

The tiered model of the ISO/IEC 19770-1:2017 standard for ITAM offers a staged approach for implementing IT Asset Management. Softline has developed a step by step approach for setting up ITAM based on this ISO standard – the “House of ITAM®”.

The ISO/IEC 19770-1:2017 is designed as a management system on which the other ITAM processes are defined. Since there is a common ‘language’ between various disciplines, it enables organisations to align and integrate their IT Asset Management system with related ISO systems. Just think, for example, IT Service Management (20000), Information Security (ISO 27001) or Risk Management (73).

Organisation implementation

The Softline House of ITAM® is based on ISO/IEC 19770-1:2017 standard for ITAM, and forms the basis of the tried and tested approach that is built on many years of Software Asset Management / IT Asset Management experience. The approach is visualised as a house that has been built from the ground up, with three tiers that correspond with achieving Compliance, Control & Cost savings. The bottom, that forms the foundation of the House of ITAM®, shows the management processes. A layer that corresponds with the ISO process structure all other organisational disciplines follow, and needs to be implemented to control the operational functionalities. 

  • 1: TRUSTWORTHY DATA - Knowing what you have so you can manage it
  • 2: LIFE CYCLE INTEGRATION - Achieving greater efficiency & cost effectiveness in the IT asset life cycle
  • 3: OPTIMISATION - Achieving greater efficiency & cost effectiveness through functional focus

Continuous improvement

The management system uses the Plan-Do-Check-Act (PDCA) model as a founding principle and process for continual improvement. The following elements – visualised in the foundation of the House of ITAM® – need to be controlled in the PDCA-cycle: 

  • Organisation
  • Leadership
  • Planning
  • Support
  • Operation
  • Performance
  • Improvement



Context of the organisation: identify what affects or can affect the ability to reach ITAM objectives. Not every company is the same, and it is crucial to understand the internal and external factors in your organisation.  


Resources need to be provided for the establishment, maintenance and continuous improvement of IT Asset Management. This includes providing competent people, availability of knowledge, appropriately maintained ITAM tooling and design documents for the ITAM processes.


Using the outputs of the performance evaluation, take action to achieve continuous improvement of ITAM. React appropriately to non-conformities and incidents and take actions to control, correct and deal with consequences. Eliminate the cause so incidents do not recur or occur elsewhere. Collect and register opportunities to improve suitability, adequacy, and effectiveness of the ITAM system. 


Change requires leadership, not just management. Without clear objectives and commitment, any change is likely to fail. So, senior management has to demonstrate leadership through establishing policies and procedures, and ensuring responsibilities are communicated and understood. In addition, they have an important role when it comes to the internal promotion of IT Asset Management throughout the organisation.


Implementation of IT Asset Management needs requirements for implementing, scheduling and controlling operational processes and interfaces. Operational processes include internal ITAM activities, as well as external activities by means of Service Providers (Outsourcing) or activities with mixed responsibilities (e.g. BYOD). 


The planning process starts by reviewing the current operation of the organisation (ITAM assessment). From there on, define the actions required to successfully achieve the ITAM objectives, to capitalise on opportunities and to manage risks. 


Monitor, measure, analyse and evaluate the achievement of objectives. Included are monitoring of ITAM performance (KPI score), progress of implementing improvements and determining the level of ITAM maturity (ISO 19770-1:2017 conformance). 

Management System

The ISO/IEC 19770-1:2017 standard forms the basis of our House of ITAM®, and thus for the implementation as well as continuous improvement of ITAM. 

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