When ServiceNow employees began working remotely in March, the company’s 70 offices turned into 12,000 work-from-home remote sites almost overnight. One of the biggest headaches was getting laptops in the hands of all new and many existing employees.
In the past, laptops went from our Value-Added Resellers (VARs) to ServiceNow sites, where our IT team configured them for pickup or shipped them to remote employees. But with the pandemic creating major supply-chain challenges for a dispersed workforce, that process no longer worked.
Employees needing replacements had to wait, which hampered productivity. We were still hiring at a rapid pace and, in the early summer, began bringing on interns, each of whom needed a laptop. In one week alone, we had to configure and deliver more than 300 machines.
To resolve the growing bottleneck, we had to completely rethink the provisioning process.
Enter zero-touch configuration
Using ServiceNow IT Asset Management (ITAM), we built a zero-touch process that automates the ordering, asset tagging, delivery, and setup of new laptops to new hires and replacement machines for employees who needed them. Now, any employee who needs a laptop submits a request through the service portal, where it is approved automatically if the employee has met the tenure requirement.
The rest of the process is automated. Following the approval, the VAR is notified and ships the laptop directly to the employee. When the employee receives the laptop, she or he logs in and set up begins--automatically. IT’s preconfiguration tasks are eliminated.
The process is the same for new hires. As part of the onboarding process, they select the laptop make and model out of a standard service catalog. Approval for the new machine triggers, the same automated workflow. Our new ServiceNow colleague receives the laptop before the first day of work.
ServiceNow ITAM manages everything behind the scenes, without human intervention. The company receives VAR alerts when the laptop ships and tracks delivery. Employees also receive automatic notifications, such as the request number, delivery timeframe, and carrier tracking number. Proof of delivery completes the process. A new asset is then created in the Asset Management Database (AMDB), and asset depreciation begins.
Zero touch means more satisfied employees and bigger benefits for ServiceNow
Zero touch accelerates laptop delivery and simplifies setup, so ServiceNow employees can be as productive as possible. And that makes for gratifying high-touch experiences, especially for new hires, who meet with IT on their first-day orientation to iron out any immediate issues.
We also save about 45 minutes per asset in the operational efficiency of the IT team. As a result, zero touch for 3,000 computer refreshes and approximately 3,000 new hires in the U.S. will save us an estimated $500,000 this year.
Using our VAR’s inventories created greater efficiency and cost savings by eliminating the need for on-site inventory. We also save about 30 days of asset depreciation and warranty. And start up time is 90% faster because we’ve eliminated the time delays inherent to our previous, manual process.
One of ServiceNow’s primary focus areas is improving the employee experience. ServiceNow ITAM workflows, combined with some out-of-the-office thinking has helped employees and new hires to focus, first and foremost, on their most urgent work.
To learn more about HAM, check out the Now on Now Book of Knowledge.
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