Executive Summary

Ajackus, a ServiceNow implementation and consulting firm, delivered enterprise-grade platform administration and hardware asset management (HAM) for a Fortune 100 aerospace and defense corporation operating 50 ServiceNow instances across 648,000+ users. Ajackus’s dedicated ServiceNow team resolved platform governance gaps, improved data integrity across the CMDB and asset tables, and established audit-ready documentation — resulting in a 40%+ reduction in platform incidents, 90%+ asset record accuracy, and audit preparation time cut by more than half. This ServiceNow case study details how Ajackus brought stability, compliance, and operational efficiency to one of the world’s most complex ServiceNow environments.

The Challenge

The client’s ServiceNow environment — one of the largest in the aerospace and defense sector — faced compounding governance challenges across two critical functional areas: Platform Administration and Hardware Asset Management.

Platform Administration Pain Points:

The existing platform suffered from inconsistent form configurations, unreliable workflow triggers, and gaps in notification logic that created downstream issues for end users and IT teams. Security-related field validations were incomplete, exposing the organization to compliance risk. Documentation of platform processes, scripts, and configurations had degraded over time, making knowledge transfer difficult and increasing dependency on tribal knowledge. With 50 instances and 648,000+ users, even minor configuration errors could cascade into enterprise-wide disruptions.

Hardware Asset Management Pain Points:

The client’s hardware asset records contained duplicates, misclassified entries, and broken linkages to Configuration Items (CIs) in the CMDB. Asset lifecycle tracking was inconsistent — ownership records were frequently outdated, asset states did not reflect reality, and reconciliation between Discovery data, import data, and HAM records was unreliable. This made audit preparation a manual, time-intensive process and left leadership without accurate visibility into the organization’s hardware asset portfolio.

Business Impact of Inaction:

Without intervention, the client faced escalating audit risk, declining platform reliability, increasing support ticket volumes, and a growing inability to make data-driven asset decisions — all within an environment where compliance failures carry national security implications.

Ajackus’s Approach

Ajackus deployed a dedicated ServiceNow consulting team to address both workstreams simultaneously through a structured, phased approach that prioritized quick wins while building toward long-term platform maturity.

Engagement Model:

Ajackus assigned senior ServiceNow platform administrators and HAM specialists who embedded within the client’s existing IT operations. Unlike traditional consulting engagements that produce recommendations and leave, Ajackus operated as an extension of the client’s platform team — executing configuration changes, writing and testing scripts, and validating data integrity directly within the production environment.

Methodology:

Ajackus followed a four-phase methodology tailored to large-scale ServiceNow environments:

1. Discovery & Baseline Assessment — Ajackus audited the existing platform configuration, identified corrupted or misclassified records, and established a prioritized remediation backlog across all 50 instances.
2. Stabilization & Quick Wins — The team resolved high-impact platform issues first: fixing broken workflow triggers, correcting form field dependencies, and remediating the most critical asset data errors.
3. Governance & Documentation — Ajackus created Knowledge Articles for sanitization procedures, updated technical guides for platform workflows, and built validation frameworks using Flow Designer and the Automated Test Framework (ATF).
4. Continuous Optimization — Ongoing monitoring, validation, and incremental improvements ensured the platform remained stable, compliant, and aligned with evolving business requirements.

The Solution

The client’s ServiceNow environment — one of the largest in the aerospace and defense sector — faced compounding governance challenges across two critical functional areas: Platform Administration and Hardware Asset Management.

Platform Administration Pain Points:

The existing platform suffered from inconsistent form configurations, unreliable workflow triggers, and gaps in notification logic that created downstream issues for end users and IT teams. Security-related field validations were incomplete, exposing the organization to compliance risk. Documentation of platform processes, scripts, and configurations had degraded over time, making knowledge transfer difficult and increasing dependency on tribal knowledge. With 50 instances and 648,000+ users, even minor configuration errors could cascade into enterprise-wide disruptions.

Hardware Asset Management Pain Points:

The client’s hardware asset records contained duplicates, misclassified entries, and broken linkages to Configuration Items (CIs) in the CMDB. Asset lifecycle tracking was inconsistent — ownership records were frequently outdated, asset states did not reflect reality, and reconciliation between Discovery data, import data, and HAM records was unreliable. This made audit preparation a manual, time-intensive process and left leadership without accurate visibility into the organization’s hardware asset portfolio.

Platform Administration

Ajackus’s ServiceNow platform administration team addressed foundational governance across all 50 instances:

Form Configuration & UI Governance: Ajackus reviewed and rebuilt ServiceNow form layouts for improved usability and accurate data capture. The team created and updated UI Policies, Client Scripts, and Business Rules to enforce data validation, field dependencies, and conditional logic — ensuring a consistent user experience across the enterprise.

Workflow & Automation Management: Ajackus troubleshot and resolved issues with notification logic, workflow triggers, and fulfillment processes. The team implemented Flow Designer automations and validated them using ATF test cases, establishing repeatable quality assurance for all platform changes.

Data Integrity & Remediation: Ajackus identified corrupted, duplicate, and misclassified configuration records through systematic audits. The team executed remediation processes including data sanitization, record reclassification, and validation of security-related fields — reducing the volume of data quality incidents by over 40%.

Security & Compliance Coordination: Ajackus coordinated with the client’s internal security stakeholders to verify endpoint details, validate compliance requirements, and ensure that all platform configurations met defense-industry security

Knowledge Management & Documentation: To reduce dependency on tribal knowledge, Ajackus created comprehensive Knowledge Articles covering sanitization procedures, platform workflows, and newly validated scripts. This documentation became the foundation for onboarding new platform administrators and for audit preparation.

Hardware Asset Management (HAM)

Ajackus’s ServiceNow HAM specialists delivered end-to-end lifecycle governance for hardware assets:

Asset Data Remediation: Ajackus reviewed thousands of hardware asset records for completeness and accuracy, correcting mismatched fields, erroneous asset states, and outdated ownership records. This effort brought asset record accuracy from below 70% to over 90%.

CMDB-to-HAM Reconciliation: Ajackus validated hardware CI relationships, aligned CI attributes with asset tables, and reconciled discrepancies between Discovery data, import data, and HAM records. The team implemented asset reconciliation logic to maintain valid, traceable relationships within the platform.

Audit Readiness & Governance Reporting: Ajackus documented HAM workflows, created validation summaries for audits, prepared governance reports, and supported asset controllers with record clarifications. Audit preparation time was reduced by more than 50%, and the client achieved clean audit findings in subsequent reviews.

Results

Ajackus’s ServiceNow consulting engagement delivered measurable improvements across platform stability, data quality, asset governance, and operational efficiency:

Additional outcomes:

• Ajackus resolved 100+ platform issues across forms, workflows, notifications, and scripts within the first 90 days of engagement
• End-user experience improved through standardized, optimized form layouts across all 50 instances
• The client’s ServiceNow environment moved from reactive break-fix to proactive governance, with documented processes and automated quality assurance via ATF

Technologies and Tools

Ajackus leveraged the following ServiceNow modules and capabilities:

• ServiceNow Platform Administration — Forms, UI Policies, Client Scripts, Business Rules, Notification & Email Logic, Plugin Management, Update Sets
• ServiceNow Hardware Asset Management (HAM) — Asset lifecycle tracking, reconciliation, governance reporting
• ServiceNow CMDB — CI relationship validation, Discovery-informed data corrections, attribute alignment
• ServiceNow Incident Management — Issue tracking and resolution
• ServiceNow Knowledge Management — Knowledge article creation, process documentation
• ServiceNow Flow Designer — Workflow automation and validation
• ServiceNow Automated Test Framework (ATF) — Regression testing and quality assurance
• Transform Maps & Imports — Data integration and migration

Why Ajackus for ServiceNow

Ajackus is a software development and consulting company with deep ServiceNow platform expertise, combining hands-on implementation experience with full-stack development capability. Unlike traditional consulting firms that focus on advisory and leave execution to the client, Ajackus provides hands-on, embedded teams that configure, develop, test, and govern ServiceNow environments directly.

What sets Ajackus apart:

• Enterprise Scale Experience: Ajackus has managed ServiceNow environments spanning 50+ instances and hundreds of thousands of users
• Defense & Regulated Industries: Ajackus understands the compliance, audit, and security requirements unique to aerospace, defense, healthcare, and financial services
• Dedicated Team Model: Ajackus assigns senior ServiceNow specialists — not generalists — who operate as an extension of the client’s platform team
• Full Lifecycle Capability: From platform administration and HAM to custom application development on App Engine, Ajackus covers the entire ServiceNow stack
• India-Based Cost Advantage: Ajackus delivers enterprise-caliber ServiceNow consulting at competitive rates from its Mumbai headquarters, without compromising quality or timezone overlap