Hardware Asset Management in the Industrial Engineering Sector Using ServiceNow – From Budget Constraints to a Scalable Solution 

Context 

An industrial engineering company primarily used ServiceNow for incident management and relied on Jira to track hardware assets. This configuration quickly showed its limitations: manual effort, lack of traceability, inconsistent regional workflows and no automation. Asset-related data was fragmented and difficult to maintain, making audits and reports time-consuming and error-prone. 

Adding to the challenge, the client had a limited budget and wasn’t able to invest in additional modules or expand their ServiceNow license with dedicated asset management capabilities. 

Our approach 

We started the project with a series of interactive workshops and proofs of concept (POCs) that demonstrated the potential of ServiceNow as a HAM platform – even without premium modules. This helped to familiarize everyone involved with the possibilities and promote internal acceptance. 

Over the course of the project, we implemented the following key improvements: 

• Implementation of automatic device detection within the customer’s internal network, feeding data directly into the CMDB and laying the foundation for accurate device tracking. 

• The Employee Service Portal was modernized so that employees can request new devices via a user-friendly interface. The process was automated end-to-end using Flow Designer, reducing delays and manual approvals. 

• The Asset Workspace has been customized to reflect the company’s internal structure and approval workflows, with customized logic for different regions to ensure compliance with local procedures. 

• We established continuous communication via weekly Microsoft team meetings where the client could share operational feedback in real time. We quickly adapted and provided a mix of best practice guidance and customized solutions for specific business needs. 

The results 

• Complete migration from Jira to ServiceNow for hardware asset management with a significantly higher degree of automation. 

• Cost savings in licensing thanks to strategic reuse of existing functionalities. 

• Improved traceability, accountability and efficiency across different geographical regions. 

• Customer satisfaction and increased confidence in the platform, leading to further opportunities for collaboration. 

Conclusion 

This project proved that with the right strategy, expert guidance and open communication, it is possible to create an efficient HAM solution – even on a tight budget. By combining our technical expertise with a deep understanding of the client’s needs, we were able to achieve results that stand out from those of other providers and lay the foundation for a long-term partnership.