Automating ServiceNow Asset Management for Large Computer and Software Manufacturer

Customer Profile

A large computer and software manufacturer that was previously dependent on manual processes and tools for managing the lifecycle and inventory of their internal IT assets.

Business Challenge

The organization required the implementation of a Configuration Management Database (CMDB) as a source of truth to support and maintain their Hardware Asset Management (HAM) and Software Asset Management (SAM) solutions. The goal was to transition from existing manual processes to a fully automated “zero-touch” end-user computing environment.

Scope of Services

The solution entailed implementing specific ServiceNow products to:

• Identify hardware/software assets and configuration items for CMDB input
• Develop foundational support for R1.0 SAM and HAM functionality, with plans for future functionality updates, including ITSM
• Implement HAM Pro and SAM Pro through ServiceNow
• Integrate additional data into ServiceNow s CMDB to support HAM and SAM

Solution Highlight

• ServiceNow Implementations: Focused on HAM Pro and SAM Pro to automate asset management processes
• CMDB Integration: Ensured a comprehensive database of IT assets and configurations
• Future Functionality Planning: Prepared for subsequent updates to enhance IT service management (ITSM) integration

Customer Benefits

• Successfully met the aggressive timeline for implementing and delivering new ServiceNow processes
• Formalized and documented SAM and HAM processes to ensure consistency and accuracy across different regions
• Transitioned from manual to fully automated processes for asset management, leveraging the capabilities of the CMDB

Modules Used

• ITSM (IT Service Management)
• HAM (Hardware Asset Management)
• SAM (Software Asset Management)
• CMDB (Configuration Management Database)
• Integrations for expanded data support