Secureworks® (SCWX) is a global leader in cybersecurity, dedicated to protecting businesses from cyber threats. They work with customers to deliver powerful, scalable security solutions, helping organizations detect, prevent, and respond to complex cyber-attacks.

Secureworks operates globally, with over 1,500 employees in a highly distributed workforce. They use ServiceNow to manage employees and IT assets. Previously, the HR offboarding tool in ServiceNow was not connected to the IT asset recovery tools. Collecting IT assets from employees required multiple steps to manage and document the asset retrieval, including copying and pasting information between applications.

Challenge

As Secureworks expanded its global operations, the IT department faced a challenge in managing the return of IT assets from a distributed, remote environment. When an employee left the company or an equipment refresh was required, the process for collecting these assets was manual and fragmented. Requests to retrieve assets, triggered by an HR ticket in ServiceNow, required the IT team to enter asset return details into a separate shipping portal, manually generating requests for boxes and shipping labels.

This created visibility gaps as asset shipments were tracked separately from the ServiceNow platform, and there was no automated process to close ticket requests once equipment was received at their IT Asset Disposition (ITAD) center. This manual, multi-step process placed a significant strain on IT resources, leading to lost time and inefficiencies.

Goal

Secureworks aimed to streamline the remote asset recovery process while enabling IT to manage equipment returns directly within their existing ServiceNow platform. They sought an automated solution that would trigger box and label shipments directly from their ServiceNow platform, providing end-to-end visibility of outbound and inbound shipments, including tracking when assets were successfully returned to the ITAD center.

Solution

Secureworks selected Onepak’s ReturnCenter App for ServiceNow to address these challenges. Within a day of testing, Secureworks validated and moved the ReturnCenter App for ServiceNow into production, achieving immediate improvements.

By integrating the app directly into their ServiceNow instance, Secureworks automated their entire asset recovery workflow, eliminating the need for manual data entry between systems. The ReturnCenter App enabled Secureworks to:

• Initiate, track, and manage shipments: The asset recovery process was fully integrated within the ServiceNow platform, triggering box and label requests automatically.
• Achieve complete visibility: Both outbound and inbound shipments were tracked in real time, allowing the IT team to monitor each step of the asset return journey and ensure a complete chain of custody, from initial request to final receipt.
• Gain a centralized dashboard: Secureworks gained an intuitive, centralized dashboard that provided real-time updates on the status of asset returns, enabling IT to dive into shipment details quickly.
• Maintain sustainability: By leveraging Onepak’s carbon-neutral services, Secureworks aligned its asset return process with its sustainability goals.

“With the ReturnCenter App for ServiceNow, we transformed a manual, time-consuming remote employee returns process into a streamlined, automated solution. It not only improved efficiency, but gave us the visibility and control we needed to focus on more strategic projects.”

— Kenny Luna, Secureworks Manager, Information Technology

Result

The fully integrated ReturnCenter system allows Secureworks to track IT asset shipments from start to finish directly in ServiceNow, The ReturnCenter App seamlessly integrates with Secureworks’ existing HR portal, ensuring HR tickets are updated in real-time, which removes bottlenecks and allows the IT team to focus on core security initiatives.

This process reduced the need for two full-time employees to one, while ensuring complete visibility and control over asset returns. As a result, Secureworks successfully streamlined its IT asset recovery, gained significant operational efficiencies, enhanced visibility, and better aligned with its sustainability goals.

Looking for more perspectives? Check out these resources:

• Blog: Mastering Remote Offboarding: Best Practices for IT Asset Managers
• Webinar: Best Practices for Recovering Assets from Remote Workers

Find out more about ReturnCenter’s solutions for ServiceNow.