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HRSD, GRC, SAM, HAM at Government Entity

Enterprise Service Modernization for a Leading Higher Education Institution

Client Profile

  • Industry: Higher Education

  • Size: Multi-billion-dollar institution

  • Users: 50,000+ faculty, staff, and students

  • Objective: Implement ServiceNow HRSD, GRC, SAM Pro, HAM, and strengthen CMDB foundation

Executive Overview

A large university embarked on a broad business process modernization initiative to improve operational efficiency, strengthen audit visibility, and modernize user experiences across HR, Risk, and Asset Management functions.

ConfigureTek delivered a unified ServiceNow transformation spanning HR Service Delivery, Governance Risk & Compliance, Software and Hardware Asset Management, and foundational CMDB improvements — enabling automation, accountability, and enterprise-wide transparency.

The Challenge

Subject matter experts identified:

  • Manual HR workflows and limited lifecycle automation

  • Fragmented asset and inventory tracking processes

  • Growing audit and compliance reporting requirements

  • Limited service visibility across organizational portfolios

  • CMDB data inconsistencies limiting downstream value

The institution needed a coordinated, platform-wide modernization effort rather than isolated tool deployments.

ConfigureTek’s Approach

1. Multi-Workstream Program Leadership

  • Dedicated specialists across HRSD, GRC, Asset Management, and CMDB

  • Platform architect oversight to ensure cross-module alignment

  • Workshops to translate business requirements into structured user stories

2. Platform Modernization & Implementation

  • Net-new implementation of HRSD, HAM, and GRC

  • Deployment of Software Asset Management Pro

  • ServiceNow Discovery rollout and Service Mapping initiation

  • ServiceGraph Connector integrations to improve data integrity

3. CMDB & Data Foundation Enhancements

  • Strengthened CI structure and relationships

  • Improved asset visibility and inventory accuracy

  • Established governance processes supporting audit compliance

Results

  • Modernized HR onboarding and lifecycle processes

  • Improved asset and software license visibility across the institution

  • Enhanced compliance tracking and government audit readiness

  • Increased automation, accountability, and reporting transparency

  • Stronger CMDB foundation enabling long-term platform scalability

Outcome

The university successfully transitioned from fragmented, manual processes to a unified ServiceNow platform driving automation, governance, and enterprise visibility — positioning the institution for sustained operational excellence.

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