CAI implements ServiceNow® Service Portal to help enable better collaboration
A global, diversified company designs, manufactures and markets a wide range of products that serve an array of niche industries, including commercial roofing, energy, agriculture, lawn and garden, mining and construction equipment, aerospace and electronics, dining, and food. The company has operations across the U.S., with locations in Arizona and Pennsylvania, with IT teams operating independently and managing separate ServiceNow IT service management environments.
The company needed to consolidate and centralize many of its corporate systems, including its ServiceNow platform, into unified, enterprise-wide systems. It also wanted to better understand where its hardware was physically located and who was using it. Different teams across the company had been manually maintaining a spreadsheet that tracked hardware, but it was not updated often enough and was prone to error. The location of physical assets was sometimes unknown and hard to track down.
Consolidating the company’s ServiceNow instances was a complex process that required an advanced level ServiceNow architect, so it turned to CAI. CAI conducted workshops with staff to better understand its existing environment and then developed and implemented the architectural design for the consolidated enterprise-wide environment. It provided expertise to complete the consolidation.
CAI also implemented the ServiceNow Hardware Asset Management capability with an integration into Microsoft SCCM to automatically import assets into the ServiceNow platform and assign users. With an improved and streamlined process for maintaining asset inventory, the company was able to retire the spreadsheet and manual entry of assets. CAI also implemented the ServiceNow Service Portal so users can request hardware and use an approval workflow that tracks the request and notifies users when complete. CAI designed a process that could be followed company-wide.
A consolidated ServiceNow environment allows teams across the company to share the same ServiceNow environment and collaborate more effectively to support its end-users at different locations. The consolidation allows the company to save dramatically on ServiceNow technology administrative support costs and time.
The company also can now track hardware assets with a single pane of glass in the ServiceNow environment, link users to hardware, and allow users to request hardware via an easy-to-use service portal. Because asset management is now automated, it takes three-quarters of the time it used to, frees up IT staff to focus on more important tasks, and saves the company an estimated $150,000 a year on operating and hardware costs.
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