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 had no formal IT asset management process and and asset database it could trust - 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 client is a leading US City with citywide IT assets and no formal asset management process, creating significant compliance exposure. Its IT estate spans roughly 40,000 assets across city departments, with no centralized inventory, asset tagging, or structured warehouse operations to manage the hardware lifecycle. Zensar was engaged for a 12-month, end-to-end ITAM transformation covering the full asset lifecycle, from process design through decommissioning and community repurposing.
Challenges
Six gaps spanning process, technology, and compliance
No formal asset lifecycle management process was in place
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 IT Asset Management (ITAM) transformation through 12 interconnected workstreams, unifying governance, inventory management, infrastructure, operations, and sustainability. The program established robust asset lifecycle controls, conducted a physical inventory of nearly 20,000 IT assets, implemented RFID-based tracking, deployed a ServiceNow CMDB with automated workflows, created secure warehousing and testing facilities, and enabled certified decommissioning with community-focused asset repurposing to improve compliance, visibility, and operational efficiency
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 outcome
Within 12 months, Zensar transformed an untracked IT 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.
Enhanced asset visibility, lifecycle governance, and community-focused asset repurposing reduced operational inefficiencies, improved compliance, accelerated provisioning and decommissioning, and maximized long-term asset value.