The Customer
The customer is an American bank with about 1,100 employees. They have over 60 branches in the United States with representative offices in additional locations.
The customer is committed to providing a broad spectrum of personal and commercial banking products and services. They aim to develop long-term relationships that demonstrate their appreciation for their customers' businesses.
The Challenge
While the customer was already using ServiceNow's ITSM product, they needed an experienced ServiceNow partner to come in and implement ServiceNow Hardware Asset Management (HAM Pro) and Software Asset Management (SAM Pro) in order to improve their current ITAM processes. They had visibility and control over their asset portfolio, but they wanted to take their ServiceNow ITAM practice to the next level.
The expectation was for GlideFast to help them mature their current HAM and SAM processes in order to take their current practices to the next level.
The Solution
For the customer, GlideFast successfully implemented ServiceNow HAM Pro and SAM Pro by following best practices and sticking to the OOTB features and workflows. GlideFast set up an integration with Dell for the client's hardware assets, so the client could get full warranty visibility across their Dell assets.
From a SAM standpoint, GlideFast set up integrations with Adobe and Microsoft 365 for visibility into software license entitlements. GlideFast created a way for the customer to verify if employees that had left the company still had assets assigned to them.
GlideFast took it a step further and built a custom Hardware Asset audit application for auditors and branch managers to use to easily perform yearly audits. The audit application includes a smart audit remediation module that automatically creates tasks when audit discrepancies are detected.
This application is predicted to save auditors and resources hundreds of hours when performing their next annual audit.
Results
The project took 4 short months to complete, and the customer now has full visibility over their hardware and software assets.
Before GlideFast implemented this personalized ServiceNow solution, the customer had limited visibility over assets. Now, the customer’s IT team is able to fulfill asset requests easily and is able to see what assets are in stock across all locations.
The customer was so impressed with the value and expertise GlideFast was able to provide them with that they now have a support contract (GRS) with GlideFast for supporting their needs moving forward.
After going live with ServiceNow HAM Pro and Sam Pro, the customer was able to realize the following business outcomes:
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Faster employee onboarding for new hires
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Decreased time spent performing asset audits and processing remediation
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Increased visibility of all hardware assets
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Smoother end-of-life and retirement process for all end-user devices
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Increased flexibility during the asset request and fulfillment process
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A stronger source of truth by removing and cleaning up duplicate asset records
