Results
Reduced incident resolution time
Increased first-call resolution
Fewer major incidents reported
Enhanced user satisfaction scores
Applications
THE CLIENT
Ensuring financial integrity and accountability
The client is a division of the US government responsible for managing all federal payments and collections. With a mission to promote the financial integrity and operational efficiency of the federal government, the client handles tens of thousands of assets crucial to its operations. To enhance its asset management capabilities, the government agency sought to modernize its systems with the help of Cask, paving the way for a more efficient and unified approach.
“Cask adhered to scope of work as identified in the contract and completed implementation as scheduled.”
–Client Representative
THE CHALLENGE
Managing an expansive asset inventory with outdated systems
The client had partnered with Cask before, successfully implementing several ServiceNow solutions that had transformed various aspects of its operations. However, this time, the challenge was even greater.
The client faced the daunting challenge of managing over 30,000 assets across its extensive operations. These assets ranged from computing devices to furniture, each requiring precise tracking to ensure accountability and efficiency. However, the client’s existing asset management system had become outdated and insufficient for its needs. The system’s limitations led to fragmented processes, inaccuracies in inventory, and a lack of real-time visibility into asset statuses.
The existing asset management system was not only inefficient but also presented risks in managing the lifecycle of assets, including compliance and security issues. The need for a more integrated and streamlined solution was urgent, as the client sought to replace its legacy system with a modern, scalable platform that could provide end-to-end asset lifecycle management.
THE SOLUTION
Implementing a unified, efficient asset management system
Cask’s proven track record with the client made it the natural choice for this critical project. With the client’s vision for a unified platform in mind, Cask was tasked with implementing ServiceNow’s Hardware Asset Management Professional (HAM Pro) and Enterprise Asset Management (EAM) solutions to not only replace the legacy system but also enhance the client’s capabilities in managing both IT and non-IT assets across its operations.
Cask approached the project with a clear strategy designed to meet the client’s complex asset management needs. The implementation was divided into two key phases: the deployment of HAM Pro for IT assets and EAM for non-IT assets, ensuring that all 30,000+ assets would be managed within a single, integrated system.
- Comprehensive discovery and design: Cask conducted thorough discovery sessions to understand the client’s requirements, reviewing existing documentation, workflows, and system architecture.
- Configuration and customization: The team configured the ServiceNow platform to support HAM Pro for IT assets, including computers, mobile devices, and servers, as well as non-IT assets.
- Integration with existing systems: This integration enabled the use of handheld scanners for real-time asset tracking, significantly improving inventory accuracy and reducing manual errors.
- Automating asset lifecycle management: Cask implemented automated workflows to manage the full lifecycle of assets, from acquisition to disposal.
- Knowledge transfer and support: As part of the transition phase, Cask provided comprehensive knowledge transfer sessions to the client’s sustainment team, ensuring that it was well prepared to manage the system post-implementation.
The implementation concluded with a successful go-live that marked a significant milestone in the client’s journey toward a fully integrated and efficient asset management system.
THE COLLABORATION BETWEEN SERVICENOW AND CASK
A powerful duo
The success of this project was made possible through a collaborative effort between Cask and ServiceNow. Together, they worked closely to align the client’s needs with the right ServiceNow solutions, ensuring that HAM Pro and EAM addressed the client’s complex asset management requirements.
ServiceNow provided robust platform capabilities, while Cask’s expertise in consulting and implementation ensured that the project was completed on time and within budget. This strong partnership enabled both teams to respond swiftly to challenges, ensuring a smooth implementation process that fully addressed the client’s operational needs.
THE PARTNER EXPERIENCE
Building on a strong foundation
The partnership between Cask and the client is one built on trust, collaboration, and a shared commitment to excellence. Over the years, Cask has become more than just a service provider for the client, but a strategic partner that the client can rely on for its most critical ServiceNow projects.
Cask’s deep understanding of the client’s needs, combined with its expertise in simple to highly complex ServiceNow implementations, enabled the successful delivery of this project within the agreed timeline and budget. This project marks another successful chapter in the long-standing relationship between Cask and the client, a partnership that began several years ago and has since grown more robust with each implementation.
Looking ahead, the client is well positioned to continue its digital transformation journey with Cask by its side, exploring new opportunities to leverage ServiceNow’s vast capabilities to drive further efficiencies and improvements across its operations.
Associated resources
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