Case Study

ServiceNow ITAM Implementation

A global semiconductor manufacturing company transforms its IT asset management process

A leading global technology company streamlines the asset management process end-to-end by implementing ServiceNow ITAM.
Industry & Region: Semiconductor Manufacturing, USA
Technology Stack: ServiceNow ITAM, ServiceNow Discovery, CMDB, JIRA
Client Overview
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.
Business Challenge
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 time-consuming.
Solution Offered

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.
Value Delivered
  • Easy and real-time asset monitoring and lifecycle management.
  • Quick allocation of assets to newly joined employees.
  • Optimized and efficient usage of assets and software licenses.
  • Improved operational efficiencies across IT, HR, and Development teams.
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A leading global technology company streamlines the asset management process end-to-end by implementing ServiceNow ITAM.