Leading US City Builds a
World-class ITAM Program,
From Zero to ~40K
Assets Under Management
with 97% Database Accuracy
Key highlights
~40K
IT assets brought under active management
97%
CMDB database accuracy achieved
12-month
Program integrating multiple workstreams into a unified ITAM transformation
Summary
One of the top 10 cities in the US lacked a mature IT asset management process, and its asset database was not fully reliable, leaving some compliance exposure across its citywide IT estate. Zensar built a complete ITAM program from a zero baseline in 12 months, spanning process design, wall-to-wall inventory, RFID tagging, a secure warehouse, a ServiceNow CMDB, and certified decommissioning, bringing approximately 40,000 assets under management with 97% database accuracy.
Client overview
Zero to ITAM: The starting baseline
The city's IT estate spans more than 40,000 assets across 40+ departments, including life-safety services such as the police and fire rescue departments, and other critical functions such as the public utilities, planning, public works, environmental services, and the mayor's office. Zensar did an outstanding job completing a wall-to-wall inventory across every department, then set up the tooling, processes, and full asset lifecycle needed to give the city a complete, end-to-end asset management solution.
Challenges
Six gaps spanning process, technology, and compliance
Lacked a mature IT asset lifecycle management process
Significant gaps in asset tracking, with no trustworthy asset database
Inconsistent or incomplete asset tagging across the estate
No fully functional warehouse, with weak warehouse processes and security controls
No decommissioning, data cleanup, or asset repurposing workflow in place
Solution
Twelve integrated workstreams, delivered as one coherent program
Zensar delivered a comprehensive, end-to-end IT asset lifecycle management program through 12 integrated workstreams, governing every asset from acquisition to final disposition. Plan and govern: established asset governance, policies, and lifecycle controls aligned to the city's compliance requirements. Discover and track: completed a wall-to-wall physical inventory of nearly 20,000 IT assets across all departments, implemented RFID-based tagging and tracking, and created a single source of truth in a ServiceNow CMDB with automated workflows across the asset lifecycle. Store and maintain: built a secure, CJIS-compliant warehouse with testing facilities and controlled warehouse processes. Retire and repurpose: enabled certified decommissioning and data cleanup, with community-focused repurposing of retired assets through a non-profit local partner organization. Together, these capabilities give the city continuous visibility, stronger compliance, and greater operational efficiency across its entire IT estate.
ITAM process design and inventory
Defined ITAM policies, workflows, and governance capturing 18 key asset attributes per record, backed by a complete physical inventory sweep of approximately 20,000 IT assets.
RFID tagging and secure warehouse
Implemented an RFID solution for real-time physical tracking and built an 8,000 sq ft secure warehouse with surveillance and access management.
ServiceNow CMDB and lab build
Implemented an asset management database and CMDB with automated workflows integrated to monitoring tools, plus a 1,000 sq ft staging and testing lab with controlled access.
Decommission and community repurposing
Delivered secure data destruction and certified cleanup, partnering with local non-profits to repurpose assets for community programs.
Solution enablers
Infrastructure discovery and CI mapping
Deployed ServiceNow Discovery for automatic CI identification, integrated with SolarWinds, Site24x7, OpsRamp, and Nexthink.
Legacy data migration (CSDM-aligned)
Migrated the city's legacy SharePoint application inventory into ServiceNow, aligned to the CSDM framework.
Application portfolio management
Implemented APM with full-service mapping linking applications to underlying infrastructure.
IMACD automation
Automated install, move, add, change, dispose workflows for workplace services.
Business outcomes
Within 12 months, Zensar matured the city's IT asset environment into a fully governed, audit-ready IT asset management operation. The program brought approximately 40,000 assets under active management, achieved 97% database accuracy through RFID-enabled tracking and ServiceNow CMDB integration, established compliance coverage for both current and prior-generation assets, and delivered 100% certified data destruction. Over five years, the city has decommissioned 5,712 desktops, 1,089 laptops, and 2,506 monitors through this certified pipeline.
Beyond the numbers, the program delivered lasting value to the city across risk, operations, budget, and community:
Improved compliance and audit readiness: Every asset is now tracked against defined policy, with CJIS-compliant warehousing and 100% certified data destruction supporting regulatory and audit requirements.
Reduced risk and vulnerability: An accurate, current inventory removes unknown and unmanaged devices from the network, closing security gaps and reducing the risk of data exposure from lost, untracked, or improperly retired assets.
Clear accountability: RFID tagging and CMDB ownership records tie every asset to a department, user, and location, so responsibility is clear at every stage.
Citywide visibility: A single, trusted source of truth now covers 40,000+ assets across 40+ departments, including life-safety services such as police and fire rescue.
Better lifecycle management: Standardized processes govern each asset from acquisition and deployment through maintenance, refresh, and retirement.
Smarter budgeting and planning: Reliable data on asset age, condition, and location enables data-driven refresh planning, avoids unnecessary purchases, and maximizes the value of existing investments.
Faster provisioning: Tested, ready-to-deploy stock in a secure warehouse, combined with automated ServiceNow workflows, gets devices into city employees' hands faster.
Greater operational efficiency: Automated workflows and controlled warehouse processes reduce manual effort, rework, and time spent locating assets.
Community support: Retired devices are repurposed through a local non-profit partner, extending device life, supporting digital inclusion, and reducing e-waste.
