National Security Services Provider Implements ServiceNow HAM and Discovery

80%

90%

100%

"GlideFast, you are my hero—we couldn’t have done this without you. This was a massive endeavor, but your expertise made it fun and exciting to tackle."

Summary

A national security services provider partnered with GlideFast Consulting to implement ServiceNow Hardware Asset Management (HAM) and IT Operations Management (ITOM) Discovery. The project aimed to automate asset tracking and management across local and cloud networks, integrating this data into a unified Configuration Management Database (CMDB). By implementing digital workflows and automated discovery, the client achieved streamlined hardware request processes, enhanced visibility into their asset inventory, and improved operational efficiency. The successful implementation laid the foundation for future ServiceNow initiatives, including Software Asset Management (SAM).

Lack of Asset Visibility and Inefficient Processes

The client lacked a centralized system to track and manage hardware assets across their local and cloud networks. They needed a solution to locate, identify, and validate hardware assets and ensure their information was consistently updated in the Configuration Management Database (CMDB). Additionally, they required workflows for ordering and managing hardware, integrated with their existing ERP system. GlideFast Consulting was brought in to design and implement a tailored solution addressing these challenges.

Automating Asset Tracking and Streamlining Workflows

GlideFast Consulting implemented ServiceNow Discovery to enable automated scanning of designated networks, identifying hardware assets, and updating the ServiceNow CMDB as a single source of truth. The Hardware Asset Management module was configured to support asset ordering, tracking, and retirement, integrated seamlessly with the client’s ERP Central Component (ECC) system.

The project followed the ServiceNow Implementation Methodology with a hybrid agile delivery model, featuring:

Five 2-week sprints for iterative build and delivery.
Twice-weekly standups to ensure alignment and resolve issues promptly.
Planning sessions and sprint demos for client feedback and refinement.

After User Acceptance Testing (UAT), GlideFast’s Training Department developed tailored content and delivered user training, ensuring the client’s team could maximize the solution's capabilities.

Greater Efficiency, Centralized Management, and Future Growth

By implementing ServiceNow HAM and Discovery, the client gained unprecedented visibility into their hardware assets across both local and cloud networks. The digital workflows streamlined hardware requests, tracking, and retirements, ensuring a seamless end-to-end process. With the CMDB serving as a single source of truth, the organization enhanced operational efficiency and improved accountability for its hardware inventory.

The implementation yielded measurable results, including:

90% Reduction in Manual Asset Tracking Efforts: Automation eliminated tedious, error-prone manual processes.
80% Faster Asset Request Fulfillment: End-to-end digital workflows significantly reduced time to approve and fulfill hardware requests.
100% Network Coverage for Asset Discovery: All designated networks were successfully scanned and integrated into the CMDB.

The client was so satisfied with the results that they have engaged GlideFast for future projects, including the implementation of ServiceNow Software Asset Management (SAM).