Results
1.5 months from project start to go-live
CMDB accuracy and integrity improved
Full hardware asset lifecycle visibility
Reduced risk with integrated discovery
Applications
THE CLIENT
Committed to statewide IT excellence
The client is a government agency responsible for overseeing and maintaining the reliability of mission-critical IT systems for a public sector organization. Focused on improving the efficiency and security of digital services, it provides strategic guidance on IT infrastructure to executive leadership and various departments. With a mandate to standardize and modernize operations, the agency is working to transform its ServiceNow platform to enhance asset management and configuration oversight, addressing key operational challenges along the way.
“Cask has been a great partner for us through this implementation. They provided the required expertise and management that was required to ensure project success.”
—Client Representative
THE CHALLENGE
Limited visibility across critical state IT infrastructure
The client plays a vital role in maintaining the digital backbone of the state government. However, it faced a familiar challenge shared by many public-sector IT organizations: incomplete visibility into hardware assets and configuration items (CIs) dispersed across a wide and complex state environment.
Without a mature configuration management database (CMDB) or a fully implemented hardware asset management (HAM) lifecycle, the client had difficulty maintaining accurate, up-to-date records of its IT infrastructure. This lack of centralized visibility created inefficiencies in asset tracking, posed challenges to financial accountability, and introduced risk to change and incident management.
Further complicating matters was the absence of an automated discovery capability. Without a trusted single source of truth for IT data, teams were burdened by manual processes and siloed systems. As a result, change management suffered, asset lifecycle tracking was incomplete, and efforts to standardize IT operations were slowed.
The client recognized that to achieve its mission of providing secure, reliable, and efficient IT services to the state, it needed to modernize and mature its use of ServiceNow. It required a partner that could guide it through the complexities of implementing IT operations management (ITOM) Discovery and HAM Pro—not just from a technical standpoint but with a deep understanding of governance, process design, and long-term value creation.
THE SOLUTION
Building a reliable foundation for IT asset and configuration management
To address these challenges and position itself for sustained success, the agency partnered with Cask NX to implement ServiceNow’s ITOM Discovery and HAM Pro solutions. The client sought foundational CMDB and full asset lifecycle management capabilities—both of which would allow it to consolidate data sources, eliminate shadow systems, and improve accuracy across its IT environment.
The solution was designed to do more than create new modules. It laid the groundwork for process maturity and platform sustainability through the following:
- Agentless Discovery was deployed to automate the identification and population of CIs, reducing manual effort while increasing data reliability.
- Crowdstrike integration allowed the client to enrich its CMDB with third-party endpoint data, enabling a more complete view of assets and their health.
- HAM Pro capabilities were configured to support procurement, deployment, maintenance, and decommissioning—all in one lifecycle.
- Enhanced change management processes were implemented to support the integrity of the CMDB and introduce user-friendly tools like Workbench.
- Cask’s value delivery methodology (CVDM) ensured disciplined, agile delivery from initial envisioning to post-production support.
The teams worked together seamlessly to overcome roadblocks throughout the project. The partnership stayed aligned, and through focused collaboration, the client successfully deployed ITOM Discovery in December 2023 and HAM Pro in January 2024.
This transformation offered the client the following:
- A trusted, single source of truth for IT asset and configuration data
- Full lifecycle visibility to support better financial, contractual, and deployment decisions
- Stronger change management practices to safeguard operational stability
- A scalable foundation for future platform expansions
Together, these improvements allow the client to meet its statewide mandate more effectively and efficiently. The agency has also embraced the benefits of Cask Reserve. Due to its small team size and relative lack of experience in managing large-scale IT transformations, the client relied on Reserve for ongoing advisement and development post-go-live. This arrangement fills resource gaps and ensures that the client receives timely and expert guidance at all times.
Understood our business requirements?
Communicated clearly throughout the project?
Positioned us to achieve our desired business outcomes?
Provided a high level of expertise in implementing our solution(s)?
Overall, how would you rate your experience on this project?
THE PARTNER EXPERIENCE
Collaborating with a team that meets you where you are
From the beginning, the partnership between the client and Cask NX was grounded in trust, transparency, and shared goals. The client valued that Cask NX didn’t just offer platform expertise—it brought a holistic understanding of process maturity and state government operations.
Throughout the project, the agency praised Cask’s ability to tailor communication and technical depth to its needs. As one project team member noted, “Their understanding of where we were in our knowledge of the product and starting there with us formed the base for great communication.”
This tailored approach created a comfortable, collaborative environment where the client felt supported at every phase of the implementation. The result was not only a successful deployment but also the beginning of a long-term strategic relationship.
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