Case study · Enterprise IT · ServiceNow
United States & United Kingdom
From spreadsheet chaos to ServiceNow ITAM and ITSM
Cisco’s IT assets and service processes were tracked in scattered Excel files. Around 90,000 incidents had been reported worldwide with no proper way to handle them. In 9 months a team of 3 implemented ServiceNow IT Asset Management and IT Service Management end to end, built a custom integrator, and replaced the spreadsheets with one system the teams can rely on.
The challenge
IT run from spreadsheets
Asset and service data lived in Excel files that nobody fully trusted.
No single source of truth
Asset information was spread across many spreadsheets, often out of date and inconsistent.
Manual work everywhere
Updates, requests and approvals depended on people editing files by hand.
90,000 unhandled incidents
Incidents reported worldwide had no structured process behind them, and assets were hard to track: what existed, who owned it and what state it was in.
Our approach
Clean data first, then the platform
We started from how work actually happened, cleaned up the data and only then built it into ServiceNow.
- 01
Process and data analysis
We mapped how assets and service requests were really handled, and which spreadsheets held what.
- 02
Data clean-up and migration
Spreadsheet data consolidated, cleaned and imported into ServiceNow.
- 03
IT Asset Management
The full ITAM scope in ServiceNow: asset records, ownership and lifecycle.
- 04
IT Service Management
Service processes moved into ServiceNow ITSM workflows instead of files and email.
- 05
Custom integrator
We wrote our own integrator to connect ServiceNow with the client’s other systems and keep the data in sync.
- 06
Rollout
The platform rolled out to teams in the US and the UK.
What we built
A service catalog instead of a spreadsheet
Employees request laptops, licences and access from one catalog. Every request follows an approval workflow, and every asset has an owner, a state and a history in ServiceNow.
- IT service catalog with request and approval workflows
- Asset records with ownership and lifecycle states
- 90,000 incidents brought under a proper ITSM process
- Custom integrator keeping ServiceNow in sync with other systems
| Asset tag | Item | State |
|---|---|---|
| LAP-04821 | Laptop | In use |
| LIC-00317 | IDE licence | Assigned |
| MON-01266 | 27″ monitor | In stock |
Outcomes
Order where there was chaos
One system
Assets and service processes managed in ServiceNow, not in spreadsheets.
Clear visibility
Teams can see what assets exist, who owns them and what is happening with them.
Ready to grow
A structured ITAM and ITSM foundation that can be extended over time.
Technology
Verified on Clutch
What other clients say
Verified reviews from other companies we work with.
“We are impressed by their approach, professionalism, confidence, and agility.”
Verified review on Clutch · 5.0 · Staff augmentation · since 2020
“We had a good experience, thanks to their open-mindedness and outstanding ideas.”
Verified review on Clutch · 5.0 · Staff augmentation
Let’s talk
Is your IT still run from spreadsheets?
Book 30 minutes with me. Tell me how you manage assets and service requests today, and I’ll tell you honestly how we would approach it.
or email radek@appstronauts.co