Global Data Storage Company

“Service Catalyst demonstrated excellence in their understanding of the ServiceNow platform, their ability to understand the complexities of our environment and how to apply ServiceNow and the ITIL framework to a non-traditional, non-IT environment.  They were able to get up to speed on our processes and challenges very quickly and document and implement the requirements.   They were extremely responsive, worked well with our team and under considerable pressure to deliver under tight timelines”

Customer Situation

This Fortune 500 data storage company was faced with a unique problem in Asset Management.  To test the reliability and performance of their storage products, they managed massive data labs across the globe, with assets regularly shared and moved between labs.  IT was faced with the daunting task of acquiring, tracking and handling reservations for millions of dollars’ worth of assets in high demand – all without letting equipment go idle, or losing it entirely.

The Solution

Asset OverviewService Catalyst built out a fully automated asset management process with integration to the request catalog and a custom reservation system for engineering assets.  This solution was deployed for an engineering department spanning multiple continents with thousands of engineers.   Upon completion, this large company had the following capabilities:

  • Track and manage Engineering Lab hardware (including but not limited to manufacturing inventory, third party capital or capitalized equipment) and consumable assets in ServiceNow
  • Relate these assets to incident, request, and transactional processes
  • Manage the full lifecycle of Engineering R&D Lab hardware and consumable assets from request to procurement to receipt, to deployment, to return or retirement, and finally, to disposal
  • Reserve hardware asset according to defined processes and rules
  • Schedule (without conflict), cancel, and reschedule reservations for assets
  • View reservations in a self-service calendar
  • Manage hardware and consumable asset inventory including transfers, cycle-counts, physical inventories, and shortages
  • Manage hardware and consumable inventory levels and set reorder points
  • Relate hardware and consumable assets to various types of contracts such as maintenance, warrantee, lease, insurance, license bundles, purchase agreements, terms and conditions, and subscriptions.
  • Trigger various asset-related approval, notification, and actions based on rules
  • Utilize real-time dashboards and reports to manage hardware, software, and consumable assets