Challenge
A large municipal police department needed to replace more than 4,200 end-of-life computers within a six-month timeframe across 25 districts and over 50 locations.
IT leadership required real-time visibility into deployment progress, along with accurate lifecycle tracking and audit-ready reporting. The organization needed a way to maintain chain of custody for each device, ensure deployment accuracy, and establish long-term asset management processes while operating at scale and under tight timelines.
Solution
A ServiceNow-based asset management solution was implemented to support large-scale device deployment and ongoing lifecycle management. The solution enabled automated data collection, real-time reporting, and device location verification following installation.
Mobile tools were deployed to support field teams during rollout, while discovery capabilities confirmed each device’s network presence and location. Custom dashboards provided leadership with immediate insight into deployment status, asset ownership, and compliance metrics.
Services Delivered
- ServiceNow Hardware Asset Management implementation
- ServiceNow Mobile Agent configuration for field deployment teams
- Agentless Discovery implementation to verify device location
- Custom dashboards and reporting for leadership visibility
- Direct integration with hardware vendor for asset and order data
- Asset lifecycle configuration including warranty and ownership tracking
Benefit
The department achieved near-complete audit compliance with full chain-of-custody tracking from order through deployment. Leadership gained real-time visibility into deployment progress and asset status, enabling complete process transparency.
Warranty and lifecycle data improved long-term asset health management, while asset-to-user association streamlined service desk operations. The solution established a scalable asset management framework that expanded beyond PCs to include additional equipment such as radios, body cameras, and other critical devices—supporting continued growth and modernization of the IT environment.
