Government Agency Saves Days of Work with ServiceNow CMDB

25%

80%

5-7

"It’s hard to sum up the importance of GlideFast's role on the program. They have been a crucial member of our team, accomplishing monumental tasks for the agency in a very short time.”

Summary

GlideFast Consulting helped a government agency seamlessly transition to a remote workforce by implementing ServiceNow CMDB, automating key processes, and improving hardware and software asset management. This solution provided real-time inventory tracking, reducing backorders by 25% and enabling employees to self-schedule hardware installations. As a result, the agency was able to effectively support a remote workforce of over 56,000 employees, enhancing both productivity and operational efficiency.

Adapting to a Rapidly Expanding Remote Workforce

Before the onset of COVID-19, the majority of the agency’s workforce operated from physical office locations. However, as the pandemic accelerated in 2020, the agency transitioned to a predominantly remote workforce. This shift created significant challenges in managing the agency's technology assets.

The ordering process for computing hardware and accessories was manual, with employees unable to check if their items were in stock. Additionally, the scheduling of installations was handled by only three people, who previously managed a smaller pool of users across physical sites. The transition to remote work meant this strategy was no longer feasible.

To address this, the agency required a centralized system to track hardware and software assets and ensure employees working from home could receive the necessary equipment. The urgency of this need made implementing ServiceNow’s Configuration Management Database (CMDB) a top priority.

ServiceNow CMDB Implementation and Process Automation

GlideFast Consulting implemented ServiceNow’s CMDB to streamline the agency’s asset management process. The new system allowed employees to see real-time inventory status of their hardware, including availability, low stock levels, and backorders. This visibility enabled the agency to ensure timely and accurate deliveries of equipment to the remote workforce.

Additionally, GlideFast helped automate workflows to improve the efficiency of internal processes. One notable integration was designed to collect print volume data, which previously required manual data entry and Excel-based calculations. With the new system, this process was automated, and chargeback data for the business office could be generated by running a simple script, saving time and reducing errors.

Significant Time and Cost Savings with Automation

By leveraging ServiceNow CMDB and automating critical processes, GlideFast Consulting enabled the agency to adapt seamlessly to the demands of a remote workforce. The project not only solved immediate logistical challenges but also created lasting efficiencies, helping the agency manage a large-scale transition to remote operations while saving valuable time and resources. The result was a more responsive, streamlined process that empowered employees to work from home without missing a beat.

2-Month Implementation Timeline: GlideFast Consulting completed the first iteration of self-scheduling for hardware installations in just two months, enabling the agency to swiftly adapt to the needs of a remote workforce.
Multiple Days of Time Saved per Month: The automation of print volume data collection and chargeback generation saved the business office and print management teams multiple days of manual work each month. This improvement reduced administrative workload by approximately 5–7 days per month.
Real-Time Asset Tracking: With the implementation of ServiceNow CMDB, employees now have real-time visibility into hardware inventory, which improved order fulfillment accuracy and reduced backorder incidents by 25%.
Reduced Installation Scheduling Complexity: The introduction of the self-scheduling system eliminated the need for manual coordination by a team of only three schedulers, allowing them to manage installation requests for a remote workforce of over 56,000 users more efficiently, supporting hundreds of requests daily.
Streamlined Workflow Automation: Automated scripts for the business office cut down the manual data entry time by 80%, ensuring faster and more accurate financial reporting for the entire agency.