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Building a context-driven workflow that aligns existing practices into a defined asset lifecycle.
Process Discovery • Workflow Mapping • Systems Integration • Asset Lifecycle Management
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The IT Asset Management team oversees company laptops for all staff. Their work covers the full cycle: receiving procurement requests, purchasing through the marketplace, configuring devices based on company standards, deploying them to employees, updating asset records, and later recalling or retiring devices when they break, need replacement, or reach end-of-life.
Although the team has operated this way since the beginning, none of the steps were formally documented. Management wanted a clear, end-to-end workflow that reflects how the work is actually done today and aligns it with industry-standard Asset Lifecycle Management practices.
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The team had been managing laptops since the beginning, but four different versions of the process existed across teams. No one agreed on the workflow, roles were unclear, and the asset database was unreliable.
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Core operational challenges:
While the IT Asset Management team manages most laptops, devices purchased under certain charge codes are set up and maintained directly by business units. This created uneven practices from setup, to deployment, to retirement, resulting in different standards across the company.
Most processes lived in people's heads, not in documentation. Each team had their own way of doing things, and new hires had no single reference point to learn from. As a result, responsibilities were unclear, tasks were easily missed, and some stages of the workflow were handled inconsistently.
Because of these inconsistencies, the asset database contained incomplete or outdated information. Management could not rely on it for audits, budgeting, or lifecycle planning.
Given these conditions, management aimed to: