[Music] [Applause] [Music] thank you so today I'm going to be talking about a bank that I worked on a hardware Asset Management project where that Glide fast so we implemented Hardware Asset Management they were already like a customer that had itsm ham if you're familiar with itsm ham but we helped them get to ham Pro let's go to the next slide so in today's presentation we're going to be talking about who Glide Fest is so who's Glide Fest right and then we're going to be going over about who the bank is the bank's ham Journey so where they started in the maturity scale and where they've got to today and then we're also going to be talking about what we implemented so what modules um you know what features we built for them and what custom Integrations we built and then we're also going to move on to the business outcomes achieved so what business outcomes did they achieve from the work that we implemented with them and for them using the servicenow platform and then also at the end we're going to have a q a session so if any of you guys and ladies have any questions we can answer those okay so who's guide first so glidefest was founded by servicenow customers so an elite servicenow partner and we have over 500 Consultants that work at the organization and we're one of the most service now certified Elite Partners in the in the world we have over 2 000 years of combined servicenow experience and we have over a thousand successful servicenow projects and we have over 1800 1800 servicenow certifications across the board with our Consultants okay so about the bank obviously for you know legal purposes and things like that we can't mention who the bank is but they're a large U.S bank and they have locations in China so in the US they've got over 70 physical locations of over 1500 employees they have over 12 000 plus Hardware assets and I think from a software standpoint too they have around over 50 000 licenses so they're a large bank they have a lot of physical locations so the bank's ham Journey so how did uh how did the bank get started so before working with glide fast they only had its itsm Hardware Asset Management so for the for you that are aware of what itsm Hardware management is is basically it's the hardware asset management application that's included with itsm to get your Basic Hardware assets you get consumables you get stock rooms stock rules uh and things of that nature so they really wanted to take on the you know climb of the maturity scale to the next level with Hardware Asset Management so they approach Glide fast and they wanted us to help them Implement Hardware Asset Management Pro and for those of you that are not aware of Hardware management Pro that's really um the next level with your ham Journey right it has like disposal orders has the content Services Library it has Hardware model normalization rmas the list goes on so really it takes your maturity scale with him to the next level so you can really you know manage your assets from end to end from Cradle to grave so the so the good thing about working with this particular bank is they already had a very strong item governance and policies in place so you know when we were working with them they already had a clear process set up for updating assets for what happens when you know assets get disposed they have an iPad vendor so really like rolling out the application it was just kind of aligning their processes with the correct modules and ensuring that the right people at the company were able to use those modules in align with the bank's processes so what what did we Implement for the bank so as I mentioned earlier we implemented ham Pro but was specifically around ham Pro did we implement so we implemented loan asset orders so if if there's people in here that are not familiar with that so with ham Pro there's basically a feature called loaner asset orders so for those of you that are deploying assets on a temporary basis whether it's for contractors or maybe an employee's asset is damaged and you're looking at you know issuing a temporary issuance of a laptop or a desktop that's basically what that feature is so at the bank you know in a lot of the end users laptops were being repaired they needed temporary laptops to hand out so we use the out-of-the-box learner asset orders module to achieve that it's very cool right you can set like a return date so it automatically informs it that this laptop needs to be returned by this day and then it verifies with the it organization that this particular you know asset has been returned and what's the condition you know you've got that full end-to-end audit Trail and then we implemented disposal orders so the bank was already doing dispositions especially for their hard drives with the sensitive data the only thing was they didn't really have a digital process to follow to say okay take this next step do this do that right they were just kind of following what the industry regulation was like with ISO 27000 a month so once we deployed the disposal orders module with ham Pro they went from a manner of being you know kind of reading a manual and what to do with the system telling them what to do which was really cool and for those of you that haven't used disposal orders in service now it literally it's very fun to use it's addictive it almost feels like a game right you know you select the assets the tasks come up and it says verify the assets contact the vendor that kind of stuff and I ask you to verify which assets got disposed then towards the end asks you to attach a disposition report or Data Destruction report so so that's the disposal of this piece then obviously with ham Pro you get Hardware Asset Management dashboard that's a new feature that came out I believe in San Diego so with that feature it gives you that whole overall view of your asset operations from a hardware Asset Management standpoint so we also did a bit of customization on that too so they wanted to have more information around their stock crew management operations so what we did was we built a custom tab onto what we already have with the hardware Asset Management dashboard and we added the stockroom dashboard so the stockroom management dashboard will show you all the assets that are kind of low in stock which ones need to be replenished which purchase orders a conium process and things of that nature and the next feature we implemented for them was asset RMA orders so for those of you that are not familiar with one RMA is it's an RMA the acronym stands for return merchandise authorization so what that is is when say a laptop a server or a computer breaks you know and it's under warranty or under a support contract you need to return that particular asset back to the vendor to either have it repaired credited or swapped so with servicenow with ham Pro there's a whole end-to-end workflow so when an asset is actually broken and it's under coverage from the the vendor or the manufacturer you can return it and it basically takes you through the whole workflow you know asks you to ship it what's the shipping number and then it asks you um you know did they swap it did they credit it you know and then if you do swap it you know it kind of goes off the workflow so it branches off which is really nice it asks you what's the new asset so you can create the new asset it retires the old one and so on and so forth so it's a very very good workflow not sure maybe I'm going to show hands anyone in here using rmas today in the system come on there's gonna be more of you guys oh there you go I'm going in the back all right I like it and then the last one that we implemented with ham Pro is the advanced shipment notifications ASN so basically what that is is it's a new module with ham Pro that allows you to upload Excel spreadsheets that come from your vendor so when you're doing a purchase order instead of you waiting to receive those assets and to figure out what the serial numbers are with the new feature with asns they basically give you a spreadsheet and you can drop it into the system and it updates those shell assets that have been created and you have that heads up ahead of time so when you're receiving the assets you don't need to figure out what's the serial number any of that stuff you already have the serial numbers in the system and all you're doing is just doing a three-way match essentially saying okay do I have this serial number do I have that one so it's a very useful feature and then on to the really exciting stuff I like to talk about so the Dell warranty integration so this isn't actually something that comes with ham Pro or servicenow natively this is something that we built actually at Glide Fest for the bank so what this is is it's an integration that pulls in all of the warranty information directly from Dell so for those of you that are familiar with warranties you know some manufacturers that give you a single warranty and some they give you multiple line items so with Dell you can find a server sometimes and it'll have like 10 warranties on it because every time you keep purchasing that extended warranty you know it's a different line items another line item and even when you buy a laptop from Dell out the factory you'll have like three line items you'll have like one for the battery one for on-site repair and so on and so forth so what we did when we built this integration was um we built it on the asset form so when you create a new asset it basically calls the API it pulls it in and it lists it on the contracts tab so we have like a generic Dell warranty contract tab on generic Dell warranty contract and then we link it under assets covered so now you can go to an asset and you can see all those line items which is super cool and then to keep that data up to date is we then added a scheduled job so every Saturday of the week what it does is it hits the API for all the existing assets so then if additional warranties have been purchased between create and the asset in the system and today those new asset those new warranties are going to come in to the system and you have that visibility so this saved the bank a lot of time because they had over 25 000 um Dell assets and I think once we imported all the warranties over 100 000 warranty line items so to manually go to the Dell website put in the service tag do the capture code pull it out you know we talk in months years of time to do that and then to maintain that that's it's a full-time job so automating that was uh was very good and then last but not least this is another one of my favorites so with ham Pro there is an asset audits module so for the bank they perform a yearly audit obviously because they're in the financial sector they have to perform an audit of all of their assets all their physical locations so originally this wasn't even part of the project you know we had some hours left and I kind of saw that there was an issue where they were telling me how many hours they're spending a year performing these audits thousands of hours and it was very manual right that Auditors come in they don't have access to service now they didn't want them to have access to service now because they're worried about what data they could see and things of that nature um so the way that audit process would work is they would export the data from servicenow for each branch give the Excel spreadsheets to the Auditors and then they would print them off and then they would go through physically and check off the assets that they would find and write down any discrepancies then after that they would then send all the audit results back to the HQ and then the item team would spend like three to four months processing the discrepancies figuring out you know this asset was missing this asset was assigned to this person but it should be assigned to this person so there's a whole load of discrepancies and that whole process takes apparently like two to three thousand hours a year across multiple teams so with the leftover hours we had on the project I said hey you know why don't we build a custom like Branch auditing application and you know ham Pro already had an asset auditing um application but it wasn't that advanced I wanted something that would actually create remediation tasks where you could automatically remediate the discrepancies and make those changes and have a full audit Trail so we basically built this custom asset auditing application so you could literally what it would do is with the scheduled job it would create an audit record for every single Branch once a year unlike the first of January for example and then when the Auditors would log into the system they would already have their audits assigned to them so when they logged in the servicenow all they see is just the audits assigned to the branches that they're going to and it was very easy the way we made it is they literally didn't have to think they log in they see the audits assigned to them and then for each branch they see all the expected assets and then they just basically flagged them I found it I found it I didn't find it and then when you flag an asset as found you know it's checked off it's good and if you didn't find it what we did was we created remediation tasks that say I get assigned to the item group saying this particular asset was not found at this location either like Ping the IP address to figure out where it is or go manually investigate what happened to this particular asset so from a compliance standpoint and data security that has proved very well because you know the bank is then able to you know investigate potentially lost or stolen assets and you see in the news all the time right when data through itad or missing assets gets breached you know it's all over the news and there's big fines so this definitely helped them a lot from a compliance standpoint and process standpoint and other remediation tasks so if the assigned to user was different than the one in the system what we did in the modules we created like a many-to-many table so you could then track who the new assigned to person was so that even though the auditor was making changes to the asset data or at least it looked like it they weren't actually making changes to the asset record it was set in this many-to-many table then at the end the asset manager when they review it and they're okay with it they can hit this UI action we created and it would actually update all of the assets and that was only that action was only available for the asset management team it wasn't available for the auditor so it's kind of like it gave the Auditors enough control but not too much to be able to actually make changes and to go a step far and other than another piece that we added to this auditing application was the ability for Auditors to create new assets so again it was kind of smoking mirrors it looked like you were creating a new asset but it was actually creating like a task but we created a view on the task so when it popped up in a modal we had all of the Asic fields on the task so when you created that it then just created a remediation task to say go and create this new asset that the auditor you know Joe blogs found right at this branch so yeah the application was very exciting um it was interesting because that was one of the most successful things we did in the project and it wasn't even initially part of the project it was just kind of the the cream on the cake right so I think we have a question over here so so the question is who owns the last bullet point that you have around custom Advanced Hardware asset auditing is it Glide fast is it servicenow how does that work together yeah so it's actually a Glide fast so we made it available now for other customers that wish to consume it so I guess if you're interested in learning Master by the booth and we can chat all right any more questions right now okay all right let's go to the next slide it's actually most of these slides are just kind of showing you what we did here for the for the custom auditing application so you can see it easily verifies that assets exist in a specific Branch or location and it automatically detects and flags discrepancies um then you can remediate those discrepancies see if we've got any better screenshots so here you can see what I was talking about so when that audit record is generated you already have your expected assets down on the bottom left and then you have the assets to audit on the right so that's the remaining assets that require to be audited and as you mark each asset is found obviously the the assets start to drop off that tab so the number gets smaller and you have assets not found assets audited in any of your assets audit tasks so they're those remediation tasks and we lock down certain Fields obviously you can't tamper with them and we did some calculations too on the audit stats so you can see how many assets are expected audited found and then assets with discrepancies so from a an audit standpoint the discrepancy field is really good because then Auditors internal Auditors and compliance are able to run reports and say you know of all the audits we do on average how many discrepancies are we finding then you can see we've got that create new asset UI action under the related links so what that does is you click that and then a modal pops up where the auditor can create that asset well technically a task but they think it's an asset okay so the business outcomes we achieved with the bank so after going live with ham Pro the bank was able to achieve the following business outcomes so apart from the auditing piece obviously we did the whole ham Pro and we we worked on the the onboarding for new hires so for faster employee onboarding for new hires we we worked on the new hire catalog so they had some issues where you know lots of duplicate Fields um duplicate catalog items and things like that and one thing I'd like to mention from a ham standpoint like one issue I've seen across a lot of clients and we solve for this particular Bank too is that when you publish like a hardware model to the catalog you know if you follow the procurement flow and the sourcing tasks you have to give out an asset from that model right you can like switch it up and say well you know you requested a 17-inch MacBook I only have a 15 inch you know so what we did was actually modified the workflow so when that sourcing task comes in we added a field so you can actually pick a new model and a new asset so then that way it gives it a bit more control over okay you asked for a 17-inch MacBook but you know maybe that MacBook is only for developers and you're you know a teller or something at a bank right so we're going to give you a Windows device so we created it so it's very flexible so if you request device a we can give you B C or D right and that's a typical issue I see across a lot of clients that we've worked with you know there's no way there's no easy way to deploy you know assets and give the the end users different selections and things like that um other business outcomes so we decrease the time spent performing asset Audits and processing remediation so that was through the asset audit application that we built and we increase visibility of all our Hardware assets so they already had Microsoft SCCM and what we did with the service graph connector is we connected that to their servicenow instance so they're now instead of manually having to update those Hardware asset records and the CIS related to them were able to integrate that data and have more visibility around the locations where the assets are at who's the assigned to and who's the last logged in right and that's one cool thing with SCCM is it tracks like the last logged in because a lot of clients we'd notice they were putting the last logged in as they assigned to which is kind of wrong because you know if it's working on 100 machines you know the I.T guy is going to have 100 assets assigned to him so and then a smoother end of life and retirement process for all end user devices so I touched a little on the itad process the its at disposition with the disposal orders in service now we also help them with the um with the retirement process so we put in policies to say you know every three years from the purchase date create a report to suggest that these assets should be brought in as an end of life and then replaced so we did that and then increase flexibility during the asset request and fulfillment process so I kind of touched on that already so what that is is basically when you have that task to source and fulfill the request it gives the flexibility of the IT team to then be able to swap the asset to a different one or the model right and then stronger source of Truth by removing and cleaning up duplicate asset records this is one of the biggest pain points you see across a lot of organizations and I see it every day with clients is you know you log in you've got three laptops the same with the same serial numbers the nightmare so what I did was I created a business rule on the asset table so when you go to create a new asset it checks to see if the serial number if there's already an existing asset the same serial number and the same manufacturer and if there is above the action pop of a message and stop the creation of that asset and it's interesting because when we're building that it was kind of weird at first because when you create an asset you know it creates a CI too so at first when I was building it it was really weird because you create the ass it would stop the asset from being created but then the CI would be created like an off and CI so we actually added to the logic where it bought that business rule so then you don't have often CIS but yeah I highly suggest implementing that I know it doesn't come out of the box but you know it's like a 20 minute business rule it's the best thing I'll save your life um I did that on the asset tag as well so not just the serial number we did it on the asset tag so same thing now all right perfect timing I've got five minutes left enough time for questions all right who has questions no question oh okay here we go we have a question for now thank you okay I'm gonna do my best to repeat that um he was saying that you had a lot of tracking for the PCS but you also had a branch network over 70 locations what was the process for tracking those locations and the assets around that tracking outside of PCS around like Network gear with those in the ham and alrighty so most of the project was end user devices like computers monitors printers things like that we didn't really touch the networking devices yeah that's a good question we did like import some of the Cisco smartnet contracts so they had visibility on the switches and things like that from a support standpoint but yeah we didn't really get into the whole networking piece too much foreign the question is did you use anything else other than sscm as a sscm as a source for tracking um I don't believe so we just use SCCM yeah hmm I know like some customers they use an in-tune as well maybe they're using like a lan sweeper they have Discovery and then there's like security applications and stuff that people are into great with as well I tend to find when they integrate with all those different tools they're all just getting little different pockets of data and then when you integrate with like four different tools you get that whole holistic picture back here how big of a factor was being successful with the itsm helpful in being successful with this um was the question how did the itsm component affect being successful with this how big of a Factor was the fact that your your process was already mature ah yeah your process well the one thing I always tell clients is you know with item it's 80 process and 20 technology so definitely helped a lot so a lot of clients I've worked with before you know the the process are very immature or they've been implemented incorrectly so you know the system is not like gonna fix their problems right the system is supposed to kind of you know Elevate what they're doing so yeah my best recommendation is to you know figure out your internal processes policies and all that kind of stuff first and then approach the system with those in mind another question a friend it sounds like you did a lot of customizations um on servicenow how did you handle those customizations in terms of upgrades um that's a good question so would like the Dell warranty integration we built it in a way where it's like we're not really affecting the out-of-the-box functionality we're kind of elevating it and adding extras on top of it so for example for the Dell one you know we made sure that we were using the out-of-the-box contracts module the out of the box line items against an asset so literally for that one it really wasn't a whole lot of customization it was just essentially bringing in a new data feed a couple of business rules and then populating it um so the upgrades I don't foresee any issues with that and then for the custom for the custom auditing application that's kind of like a standalone scoped app so I'm not too worried about that like it references the asset table users departments that kind of stuff so I don't think there'll really be any issues with you know using that okay so question here around whether there was any mobile device or a mobile device or scanning built into the auditing feature that you had any mobile device you mean from like an audit in some point using a mobile device Yeah we actually haven't gone around to that piece yet that was one thing we wanted to use similar to what they use with ham Pro but I think it's kind of like a servicenow proprietary feature in the app to be able to use that scanning so I'm gonna have to figure that one out another time oh there is yeah yeah I think I know them so the question is whether you did any bulk purchasing or purchasing of PCS through Integrations with the vendors with yeah so the question is do we do bulk purchasing with PCS with the vendors PCS um through servicenow or just in general through Integrations no we're not yeah the customer wasn't that advanced but I've been working with some customers that are looking to implement like a CDW API so they can get a quotation directly from a request and then they can hit purchase and then it actually makes it using their credentials all right and if anyone here has any questions I love him I love talking about item I'll be in the vendor booth area you can come stop volunteers at the Glide fast booth all right [Applause] [Music]