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NowBench

Case study | Global financial data and technology

FactSet: creating a global ITAM operating model in ServiceNow

NowBench helped establish ServiceNow as the global front door and orchestration layer for hardware, software and SaaS asset management.

  • ITAM
  • Employee Center Pro
  • HAM Pro
  • SAM Pro
  • SaaS licence management
  • IntegrationHub
  • Workday integration
  • CMDB
  • Discovery

50

Software request types, with reusable patterns designed for hundreds more.

3

Hardware request types with controlled orderable model management.

Global rollout

Across the United States, India, Asia, Africa and wider regions.

3 SaaS platforms

Microsoft 365, Salesforce and Adobe connected for licence visibility.

The challenge

FactSet needed to move beyond fragmented asset processes and establish ServiceNow as the global front door for hardware, software and SaaS.

Earlier phases had created a foundation, but the organisation still required execution across request, procurement, fulfilment, entitlement, contracts, assets and CMDB data. FactSet needed a partner able to restore confidence and deliver at pace across a complex global stakeholder environment.

  • Fragmented legacy asset processes
  • Regional variation across a global business
  • Limited joined up visibility across request, procurement, entitlement, contracts and assets

The journey

  1. Establish the front door

    Employee Center Pro became the global entry point for HAM, SAM, Change and Knowledge.

  2. Build scalable ITAM patterns

    50 software request types and 3 hardware request types were created with repeatable patterns and controlled ordering.

  3. Connect procurement and licence data

    Workday procurement and SaaS platforms were connected, with entitlement checks supporting better decisions before new spend.

  4. Strengthen the data foundation

    Discovery was optimised and CMDB alignment improved to provide stronger asset, licence and configuration governance.

End to end operating model

Outcomes

  • ServiceNow became the global ITAM front door.
  • Employee Center Pro became the entry point across HAM, SAM, Change and Knowledge.
  • 50 software request types were delivered.
  • 3 hardware request types were delivered.
  • Reusable patterns were established for future scale.
  • Workday procurement was connected to ServiceNow.
  • Microsoft 365, Salesforce and Adobe were connected for licence visibility.
  • CMDB and Discovery were improved.
  • More than 20 global stakeholder groups were aligned.
  • Confidence in ServiceNow was restored.

What's next

Expanding the reusable request model, maturing SaaS licence governance and using improved Discovery and CMDB alignment to support wider ITAM and operational control.

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