About the client 

A large enterprise IT organization (identity and sector withheld) that had run ServiceNow for many years. Its hardware estate spanned end-user computing, servers, storage, network gear and data-center equipment, distributed across many physical sites and stockrooms. Over time the platform had accumulated custom asset management: duplicate hardware models, custom fields shadowing standard ones, retirement processes that differed by device type, and inventory records that had drifted from the physical world. 

The organization engaged ValueCentrix to replace that customization with licensed ServiceNow Hardware Asset Management Pro capability. The program ran 16 capability streams in parallel across 20 two-week sprints and 15 production releases over roughly eight months, absorbed a platform upgrade mid-program without breaking cadence, and delivered 100% of committed scope into production. 

The situation 

A population of leased end-user devices sat under a master agreement, with schedule contracts added as equipment was acquired. Contract data lived outside the platform, and asset records gave no reliable indication of whether a device was owned or leased. Without that distinction the organization could not see what was coming off lease, could not plan returns, and was exposed to over-hold charges on equipment nobody knew was due back. 

What we did 

• Designed contract creation as a governed import (catalog form, flow and transform map), visible only to the lease administration group, with success and failure notifications routed to them. 

• Made lease number and serial number mandatory with row-level error reporting, after testing showed rows failing silently while contracts appeared to import successfully. 

• Populated acquisition method across the whole asset estate on a clear rule (leased where a lease end date exists, purchased otherwise) and agreed how it would be maintained for assets arriving through the reseller feed. 

• Built the lease expiration flow to the exact task names the business already uses, with values entered on the first task carrying through the rest. 

• Automated weekly transfer order creation for leased assets pending return, appending to an existing open order rather than creating duplicates. 

• Rewrote that scheduled job when testing revealed empty transfer orders, moving validation ahead of creation and adding a safety net that deletes any order ending with zero lines. 

• Configured the buyout path to update acquisition method automatically, and confirmed for the business which behaviors were product standard rather than avoidable customization. 

Outcomes 

• Lease contracts, schedules and covered assets now live in ServiceNow as the system of record, importable by the lease administration team without developer help. 

• Acquisition method populated across the estate, giving the organization a reliable owned-versus-leased view for the first time. 

• Return logistics generated automatically rather than assembled from spreadsheets. 

• A proposal to let contract managers back-date contract end dates was put to the business, which scoped the need as a one-time correction: a documented decision rather than an assumed requirement.