The client faced several major challenges in their IT service and asset management processes. First, the Hardware Asset Management (HAM) and request handling procedures were cumbersome for their fulfillment teams, lacking effective asset lifecycle management and stockroom controls. Additionally, their IT asset discovery system was basic and needed improvements to accurately track and manage IT assets.

Moreover, the Configuration Management Database (CMDB) was not aligned with industry best practices, leading to data inconsistencies and inaccuracies. To address these issues, the client aimed to establish the CMDB and Asset Management as the definitive sources of truth, enhancing their IT Service Management (ITSM) and IT Asset Management (ITAM) capabilities. This initiative was intended to promote operational excellence and efficiency within their healthcare organization.

Our team developed a comprehensive solution that effectively tackled the client’s complex challenges. For their Hardware Asset Management (HAM) issues, we maximized HAM capabilities by streamlining asset lifecycle management to ensure accurate inventory control. By leveraging out-of-the-box (OOB) functionalities, we implemented automated workflows that significantly accelerated daily asset management tasks. The addition of bulk update functionality further improved efficiency in asset handling.

At the same time, we launched the Walkup Experience, which seamlessly integrated IT Asset Management (ITAM) and IT Service Management (ITSM) with the client's internal processes, utilizing OOB functionality to enhance workflows and automate service requests. Our initiatives also focused on the Configuration Management Database (CMDB) and Discovery, where we carefully reviewed and aligned discovery practices with industry standards by shifting from probes to patterns. We standardized CMDB forms to ensure consistency and accuracy, and configured the CMDB Health Dashboard to monitor completeness, compliance, and correctness closely. 

To address duplicate records, we overhauled the remediation processes. Our commitment to excellence went beyond technical implementations; we provided user training for Discovery and HAM processes and offered continuous support for adopting OOB best practices, while also facilitating organizational change management (OCM) to ensure the project’s success.

The project achieved remarkable results that transformed the client’s operations. Enhancements in Hardware Asset Management (HAM) enabled accurate inventory reporting and effective asset tracking, while the introduction of the Walkup Experience streamlined IT service and asset management processes, improving the user experience.

The optimization of the request process reduced the number of Requested Items (RITMs) from five to a single task for the fulfillment team. Additionally, bulk upload functionality significantly increased asset management efficiency, allowing quicker updates.

Implementing pattern-based processes improved data accuracy and compliance, and enhancements in Discovery provided better visibility into infrastructure relationships, strengthening network management. Most importantly, the Configuration Management Database (CMDB) saw substantial improvement, establishing it as a trusted source of truth and enhancing overall data management.

In summary, our team’s efforts resulted in streamlined operations, increased accuracy, and an overall superior user experience, exceeding the client’s expectations and making their IT infrastructure more efficient and reliable