ITIL ATV and Proactivanet: Bringing ITSM and asset management together

Since 2019, ITIL Accredited Tool Vendor, Proactivanet, has enabled multinational industrial machinery company, GAM, to manage both its IT service management (ITSM) and asset management with an integrated solution supported by ITIL practices.

Here, Fernando Covecino, EMEA Customer Success Lead, and Juan Manuel Cao, EMEA Customer Success Manager at Proactivanet, describe how the tool, the people who develop it and ITIL Accredited Tool Vendor status have delivered success for GAM.

The complexity of managing a fleet of large machinery assets across 10 countries – along with 70 depots, more than 300 mobile workshops and 800 technicians – demands a scalable software tool a company can depend on. This is why GAM has adopted the Proactivanet integrated ITSM and asset management tool for the past six years – and we saw the need to achieve ITIL Accredited Tool Vendor status.

After one year implementing both ITSM and IT asset management (ITAM) within the IT function, the company expanded its use of the tool to other company functions and asset types. 

In practice, while the asset management functionality provides the discovery process – identifying which user has which asset – the system, when a ticket is created, links the asset with service management functionality and captures a log of incidents. Beyond its use for IT, the Proactivanet tool has become essential for managing GAM’s machinery rental and associated services business.

Proactivanet integrated ITSM and ITAM from its original conception. And this combination has made it a robust solution which enables high quality processes.

As part of this, ITIL practices provide the foundation and guide to implementing the tool’s modules and functionality. Without reinventing the wheel, ITIL shows the right way to do things and reduces the risk of issues.

Customers like GAM know ITIL and expect implementation of the practices to deliver a scalable tool.
For example, when defining services, ITIL provides the steps: creating a proposal, managing stakeholders, understanding how to manage resources, who will be responsible, how to document the implementation and the changes to services provided. This enables the helpdesk to provide consistent support based on clear service definitions. GAM’s business depends heavily on managing its services and assets correctly, so reducing issues with their machinery assets is paramount. As a result, GAM has increased operational efficiency, customer satisfaction, created cost savings and return on investment, enabled better data-driven decision making and given itself a competitive edge.

When redefining the role of an IT tool to become a centralized hub also for non-IT assets and service processes, we were confident that Proactivanet was the right solution for GAM.

However, we don’t want our customers to take our word for it but also reassure them by having third party endorsement from accreditations such as ISO and ITIL Accredited Tool Vendor (ITIL ATV) status.

ITIL ATV provides all the “links in the chain” for customers to know they will be able to apply ITIL practices alongside the technology solution. This means validating both the technology and certifying the people who develop it. By equipping people to create – for example – the right definitions for a service catalogue, the tool will have maximum use and value for the organization and end-users.

As we release four versions per year of Proactivanet with additional functions, this means we will re-certify in the ITIL practices for those also. And this will ensure that customers including GAM will be able to apply the practices along with every tool upgrade.

The combination of our tool with ITIL ATV status has given GAM holistic asset management and process optimization – far exceeding what’s normally expected from an ITSM tool.

Jorge Suárez, IT Administrator at GAM, said:“Implementing Proactivanet was a smooth and straightforward process. Since then, we’ve significantly improved how we manage incidents, user requests, and maintain complete control over the company’s assets. In cybersecurity, every detail counts, especially knowing exactly which devices are active across our networks.

“We initially rolled out Proactivanet within the IT and GST departments, and thanks to the successful adoption there, several other internal departments have now started using it to handle their own incidents and requests.”

For more insights and expert guidance, explore ITIL-aligned ITSM tools and PeopleCert ITIL certifications.