Hardware Asset Management Transformation Using ServiceNow HAM Pro

The client organization manages over 40,000 hardware assets, including laptops, desktops, monitors, docking stations, mobile devices, printers, and peripherals. The IT department was facing challenges managing the complete hardware lifecycle from procurement through retirement. Asset information was maintained across multiple systems, resulting in poor visibility, inventory inaccuracies, compliance risks, and significant manual effort.

Business Challenges

Asset Procurement Process Was Highly Manual, employees requested hardware through emails and spreadsheets.

New Hire Asset Fulfillment Delays ,new employee onboarding required coordination between HR, procurement, and IT teams.

PC Refresh Program was inefficient, the organization operated a large refresh program where laptops older than four years required replacement.

Poor Asset Lifecycle Visibility ,the client lacked visibility into asset status throughout its lifecycle.

Manual Shipment Tracking, Hardware deliveries were performed through FedEx and UPS. Technicians manually monitored tracking numbers and updated asset records.

Hardware Catalog Standardization Issues, multiple departments ordered similar hardware from different vendors. This increased procurement costs and support complexity.

Model Management Challenges, the client had over 5,000 hardware models. Many were duplicates. For Eg., Dell Latitude 7440 ,Dell Latitude, 7440 Laptop, Dell 7440. All representing the same physical device.

Asset Allocation Challenges, asset assignment decisions were performed manually. This delayed fulfilment and increased operational effort.

Consumables management issues were not properly tracked. The organization frequently over-purchased inventory due to poor visibility into available stock.

Technology Challenges

Multiple Disconnected Systems , Asset data existed, across ERP Systems, Procurement platforms, Warehouse systems, Excel spreadsheets , Service desk applications. There was no centralized asset repository.

Lack of Automated Integrations, purchase order information, shipment details, and asset updates required manual intervention.There were no automated integrations between ServiceNow, procurement systems, and shipping providers.

Asset records contained missing serial numbers, duplicate models, incorrect locations and outdated ownership information. This negatively impacted reporting and audits.

Arohak’s Solution

Arohak implemented ServiceNow HAM Pro to manage the complete hardware asset lifecycle, procurement, inventory management, asset allocation, PC refresh, consumables management, and retirement processes.

Integrated ServiceNow with HR onboarding systems, procurement platforms, and FedEx shipping services to automate asset requests, fulfillment activities, shipment tracking, and lifecycle state updates.

Key Components of Arohak’s Solution Included

Hardware Product Catalog Implementation - Created a standardized hardware catalog. Approval workflows were automated based on user role and department.
Asset Lifecycle Management - Implemented complete lifecycle tracking. Automated workflows updated lifecycle states throughout the process.
FedEx Integration for Shipment Tracking - Integrated ServiceNow with FedEx APIs. When shipping labels were created tracking numbers stored on asset records and Shipment status updates retrieved. Asset states updated automatically.
Model Management and Normalization - Implemented governance around Model Management. Duplicate models were consolidated. Substitute models were configured.
New Hire Asset Automation - Integrated ServiceNow with HR onboarding processes. When a new hire was created , New Hire request generated, required hardware identified automatically,available inventory searched, Asset reserved, fulfillment task generated and Shipping process initiated.
PC Refresh Automation - Configured lifecycle policies for Laptop age > 48 months, Warranty expiration approaching and device health score below threshold .

Results Delivered

The ServiceNow HAM Pro implementation transformed the client's hardware asset operations by creating a fully automated asset lifecycle management process from procurement through retirement. The organization achieved greater asset visibility, reduced operational costs, improved employee onboarding experiences, and established a scalable foundation for future IT asset management initiatives.

Business Impact

Procurement Improvements of 60% reduction in procurement processing effort and 40% faster fulfillment cycle.

Improved New Hire Day-One Readiness, 95% of employees received equipment before Day 1 and significant reduction in onboarding delays.

Automated PC Refresh Program Resulting in 100% Lifecycle Compliance

Asset Data Quality, 85% reduction in duplicate model records and improved inventory accuracy.

Reduced Hardware Fulfillment Time by 65%

FedEx integration eliminated thousands of manual updates annually.

50% reduction in manual asset administration.

35% increase in fulfillment team productivity.

Improved audit readiness and compliance.