Biotechnology Org Transforms ITAM Stability with an ITAM Process Playbook

Anglepoint recognized a shift in client needs when a global biotechnology organization lost its ITAM leadership mid-engagement, realigning the scope to deliver foundational ITAM and Software Asset Management processes that stabilized operations and supported long-term program maturity.

Challenge

This global biotechnology organization with 15,000 employees relied heavily on undocumented knowledge within its IT Asset Management (ITAM) function, held by a single ITAM leader. When that individual departed, the program lost process documentation, clear ownership, and a defined operating model. A newly assigned team with limited ITAM experience assumed responsibility, creating immediate gaps in execution and program continuity.

At the same time, the existing managed services engagement with Anglepoint assumed a level of ITAM maturity that the organization had not yet achieved. Without documented ITAM lifecycle processes, governance, and role clarity, the team could not effectively support publisher-level optimization or analysis. Continuing under the original scope would have produced deliverables the client could not operationalize or sustain.

As a result, the lack of documented ITAM and Software Asset Management (SAM) processes increased operational risk and audit exposure while forcing teams to rely on tribal knowledge and inconsistent handoffs. The client needed to reset its approach, establish industry-aligned foundations, and build a program designed to remain stable through organizational change.

Solution

Anglepoint determined that continuing under the original scope would not meet the client’s immediate needs. The engagement was realigned to meet the organization at its current stage, pausing traditional optimization activities to focus on establishing the foundational governance, operating models, and role clarity required for a sustainable ITAM and Software Asset Management (SAM) program. This approach prioritized the most critical operational needs and delivered work the client could implement immediately. While the pivot required additional effort, it enabled Anglepoint to establish clear program ownership, decision-making structures, and accountability, positioning the ITAM program for long-term stability and measurable value.

Over six months, Anglepoint built a comprehensive ITAM and SAM framework grounded in industry best practices. Anglepoint developed a comprehensive SAM Process Playbook that defined program objectives, scope, and operating model. The playbook documented governance and decision-making structures, lifecycle RACI across IT, procurement, and application teams, audit readiness guidelines, security considerations, cost optimization levers, and KPI recommendations. This provided the client with a clear, repeatable framework to manage software assets with confidence.

To operationalize the program, Anglepoint documented standardized workflows across the full software lifecycle. This included a Software Deployment and Access Provisioning workflow to ensure consistent installation, outcome validation, and automated triggers for configuration management database and SAM Pro data updates. Anglepoint also delivered a Software License Management workflow library covering entitlement tracking, compliance validation, publisher audits, and renewals, along with a License Harvesting process to reclaim underused licenses and return entitlements to the available license pool.

Anglepoint further documented the Software Retirement workflow, enabling structured license and contract assessments, formal closure activities, and pre- and post-retirement effective license position validation. Each workflow included clear handoffs, controls, and audit trail documentation, ensuring the program could withstand audits, staffing changes, and future growth.

Results

• Documented ITAM and SAM foundations: Established industry-aligned lifecycle processes that replaced reliance on tribal knowledge.
• Continuity through leadership change: Enabled seamless program transition by providing clear, actionable guidance for new ITAM ownership.
• Stronger governance and accountability: Clarified roles and responsibilities across IT, procurement, and stakeholders.
• Reduced risk of non-compliance: Mitigated through standardized workflows and repeatable controls.
• Scalable ITAM maturity path forward: Built a scalable foundation that supports future optimization, automation, and long-term cost management.