Our client is a leading publicly-traded technology company that manufactures semiconductors and silicon devices and has its customer base scattered across the globe. With two-and-a-half decades of presence in the industry, it currently operates across 13 locations worldwide.
The client was using multiple systems to carry
out their operations. They were facing a
major challenge in consolidating all the
information or data about their servers,
physical assets, and Configuration Items or CI
relationships in a central repository. The
client lacked visibility into their asset lifecycle,
which resulted in inefficient resource
allocation and decision-making. Moreover,
the client was following a manual process to
assign hardware to employees while
onboarding and reclaim those assets from
them during offboarding. This was
As a first step, our ServiceNow experts
started evaluating the client’s current
business processes. We carried out
ServiceNow Discovery to identify our
client’s IT components, such as hardware,
applications, databases, and the related
CIs, and consolidate this data into the
Configuration Management Database
(CMDB). We helped the client integrate
their disparate systems – Solarwinds,
SCCM, Rapid7, FortiNAC, and JAMF with
ServiceNow and populated the required
data into the CMDB. This provided the
client with a centralized repository of all
their organization’s assets and made IT
Operations Management easy for them.
Subsequently, we implemented ServiceNow IT Asset Management (ITAM). This allowed our client to gain complete visibility into their organization’s IT
infrastructure. We adopted agile practices and took regular feedback from our client to ensure successful and smooth implementation. Also, ServiceNow Service Catalog implementation helped our client to allow their employees to raise asset requirement requests online via a ticketing portal from their workstations.
Additionally, by integrating ServiceNow ITAM with the client’s HR management tool–Workday, we enabled our client to automatically create tasks in ServiceNow — to set up accounts for the newly joined employees, allocate them with the required assets, and assign them to the relevant managers. This greatly improved their HR team’s productivity.
To accelerate the development and testing processes, we also did a bi-directional JIRA integration with ServiceNow to ensure that whenever an issue arises, developers or relevant stakeholders could create an incident in JIRA. The incident would then automatically become a ticket on the ServiceNow portal and gets assigned to the appropriate team for resolution. Once the issue gets resolved, the status would be updated on the ServiceNow portal and automatically reflected in JIRA due to the bi-directional integration.