Contact Us
  • CASE STUDY

From Unreliable Hardware Data to a Trusted ServiceNow HAM Repository

case-image-2
Computer assets reviewed
0 +
Reduction in over-purchasing
0 %
Data accuracy achieved
0 %

01. Project Overview

Project Overview Building a More Reliable Asset System

An enterprise client was already using ServiceNow Hardware Asset Management (HAM) to track its computers and other hardware.

However, the data was not always correct or complete. Webvillee helped the client clean its records, improve its system connections, create a standard hardware request process, and reduce manual work.

Client pain points:

  • Hardware data was not reliable enough for reporting.
  • Manual processes were causing delays and incorrect records.
  • Teams had limited information about asset owners and data sources.
  • Warranty and hardware lifecycle details were often missing.

02. The Challenge

What Wasn’t Working

The client had more than 14,000 computer assets in ServiceNow. However, duplicate records, missing details, and manual updates made the data difficult to trust.

This affected IT, finance, and compliance teams. They often had to check and correct records before using them in reports or making decisions.

The first review found:

  • 15% of records had duplicate serial numbers.
  • More than 40% had the same user assigned more than once.
  • Fewer than 1% included a retirement date.
  • More than 40% had a missing or unknown data source.
The client also lacked a standard way to request Windows, Mac, and Chromebook devices. Teams had limited information about asset ownership, availability, warranty, usage, and lifecycle status.

We had asset data in the system, but every report still needed manual checking. We needed cleaner data that our teams could trust.

— Client IT Asset Management Stakeholder

03. Process

What Made It Work

1. Reviewing the existing system

Webvillee reviewed the client’s current HAM setup and found the areas that needed the most attention.

This allowed the team to improve the existing system instead of replacing it and starting again.

2. Cleaning and organizing the data

The team cleaned incorrect records and organized manufacturer, model, ownership, and lifecycle details.

This gave the client more consistent data and made its reports easier to trust.

3. Improving system connections

Webvillee improved how SCCM shared Windows computer data with ServiceNow. The team also connected JAMF to bring MacBook data into the system.

These improvements gave the client clearer information about:

  • Who was using each computer
  • When a user last signed in
  • Where the asset information came from
  • Which devices were active in the business

The work was not about starting from zero. It was about making the existing HAM setup cleaner, stronger, and easier for teams to manage.

— Webvillee ServiceNow Consultant

4. Creating a standard request process

Webvillee created standard request options for Windows, Mac, and Chromebook devices.

The team also created bundles that allowed employees to request a computer with related items, such as accessories, in one request. This made ordering and fulfillment easier to manage.

5. Improving the hardware lifecycle

Webvillee created clear workflows for:

  • Fulfilling hardware requests
  • Repairing or replacing damaged devices
  • Collecting devices when employees left
  • Retiring hardware that was no longer in use

The client’s hardware teams were also trained on ServiceNow HAM roles, reports, processes, and key measurements. This helped them maintain the improved system after the project ended.

04. RESULTS

What Changed

Webvillee turned the client’s existing ServiceNow HAM setup into a cleaner and more reliable system for hardware reporting, requests, and lifecycle management.

Data accuracy achieved
0 %
Reduction in over-purchasing*
0 %
Average asset-onboarding time*
0 days → 1 hour
Duplicate serial numbers in the main repository
0
Before After
Hardware records were not fully reliable. Hardware data reached 98% accuracy.*
Reports needed manual checking. Duplicate serial numbers were removed from the main repository.*
Asset onboarding took an average of three days. Average asset onboarding was reduced to one hour.*
Hardware requests varied across device types. Windows, Mac, and Chromebook requests followed a standard process.
Windows user and MacBook information had gaps. Windows user information and MacBook visibility improved.
Ownership, data source, warranty, and lifecycle details were incomplete. Teams gained clearer information across the hardware lifecycle.

05. Deliverables

What We Delivered

  • HAM system review, improvement plan, and hardware data cleanup
  • SCCM and JAMF integrations for Windows and MacBook data
  • Standard request options for Windows, Mac, Chromebook, and accessory bundles
  • Hardware fulfillment, repair, replacement, offboarding, and retirement workflows
  • Team training on HAM processes, roles, and reporting

Make Your Hardware Data Easier to Trust

Webvillee can help you clean your ServiceNow hardware data, improve your processes, and build a more reliable asset-management system.

Book a consultation
Download HAM Guide

Table of Contents

Need help with ServiceNow HAM?

Webvillee can help. Let's chat!

Book a Call