Transform onsite IT support with Smart Collect® — the only complete self-service IT hardware platform, native to your ServiceNow.
Turn ServiceNow requests into click-and-collect, with no engineer in between. Smart lockers, smart vending and smart kiosks — automated by your ServiceNow workflows (full kiosk integration arriving Q3 2026). AI-ready. Multi-manufacturer hardware. Every site, 24/7.
Trusted by Fortune 500 IT teams in pharma, defence, energy and aerospace.
Onsite IT support, transformed.
Employees stop waiting for IT.
24/7 self-service collections. New starters productive on Day 1. Broken laptops swapped in minutes. Peripherals dispensed without a ticket.
Engineers stop delivering laptops.
Your IT team gets back the 30% of their week currently spent on physical handovers. Cleared for the work only they can do.
Your AI investment closes the loop.
Now Assist closes the digital ticket; Smart Collect® closes the physical one. End-to-end agentic ITSM when you're ready for it.
AI is automating every layer of IT services. Except one.
Every IT leader is being asked the same question this year: how do we make AI translate into real cost reduction? It's the biggest challenge facing IT today — and the answer is still being scrambled together across every layer. Network operations, infrastructure management, software deployment, ITSM workflows — all racing.
But one layer hasn't moved in 35 years: onsite physical IT support. The moment a workflow needs a device handed over, a peripheral swapped, a laptop exchanged — a human has to be there. AI cannot reach through a screen. While the rest of IT races toward an answer, the physical layer becomes the standout problem — and the competitors who crack it first pull ahead.
of common service issues will be agentic-AI-resolved by 2029.
Gartner Predicts · Mar 2025cost-per-ticket of physical IT support vs digital today. By 2029, that gap widens to 10×+.
MetricNet 2024 + Gartnerof enterprises will deploy agentic AI in I&O by 2029, up from less than 5% in 2025.
Gartner Predicts 2026 · Dec 2025A ServiceNow-native hardware platform built for this exact gap.
Velocity Smart Technology is a ServiceNow Service Specialist Partner. Smart Collect® is Built On Now certified — running natively inside your ServiceNow tenant rather than connecting via API. We've spent a decade watching this layer of IT services stay broken. We built the answer to it inside the platform your team already runs on.
Three form factors. One ServiceNow application.
Three distinct form factors for different physical fulfilment needs — chosen by use case, not by vendor. Multi-manufacturer hardware across eight ranges.
The ServiceNow application that orchestrates all three form factors below — natively, inside your tenant. One application. Day-one Now Assist compatible.
Smart Lockers
Best for: laptop handovers, new-starter kit-out, break-fix swaps, secure device returns. The Element Series and seven other manufacturer ranges.
See Smart Lockers →Smart Vending
Best for: peripherals, accessories, headsets, cables, adapters. The IDEA Series and ranges supporting allowance-based dispensing.
See Smart Vending →Smart Kiosks
Tech Bar without the overhead. Live video helpdesk, IP KVM remote device control, eight integrated locker cells in a single workstation.
See Smart Kiosks → ServiceNow integration Q3 2026Stock. Trigger. Collect. Close.
Four steps. Every step inside ServiceNow. No middleware, no engineer dispatch, no manual CMDB updates.
Stock
Smart Collect® pre-allocates hardware from your existing CMDB. RAG thresholds trigger restocking workflows automatically.
cmdb_ci_computer
Trigger
Request raised in Service Portal, by Now Assist, or from an HRIS event. Approval chain follows your existing config.
sc_request
Collect
Employee authenticates at the nearest locker, vending unit or kiosk. Total elapsed time: under three minutes.
x_vlst_transaction
Close
CMDB updates with new ownership. Request closes. Audit log captures every step inside ServiceNow.
task.close()
Smart Collect® customer outcomes across regulated sectors.
Global Pharma & Biotech
US University
UK National Utilities
US Aerospace & Defence
US Nuclear Energy
Delivered without AI driving the workflow. As Now Assist and agentic ITSM mature, the upside multiplies.
Three steps to your transformation.
From first conversation to multi-site rollout. Each step has a defined output, a defined timeline, and a clear go/no-go.
Discovery workshop.
A 60-minute working session with a Velocity ServiceNow architect. We map your physical handovers, identify your highest-leverage use cases, and build the ROI base case for your environment.
90-day proof.
One tenant, one site, one use case. Smart Collect® installed inside your ServiceNow instance. Measurable outcomes against the ROI base case from Step 1. Native architecture from day one.
Multi-site rollout.
From one site to thirty-four. From one use case to four. Same platform, same ServiceNow tenant, same audit trail. Velocity supports the rollout through commissioning and into managed service.
Why ServiceNow architects choose native.
Smart Collect® is a ServiceNow scoped application. Every workflow, every data record, every audit log lives inside your tenant. The other options bridge to ServiceNow from outside it.
| Smart Collect® Velocity | API-integrated alternatives | Hardware-OEM lockers | |
|---|---|---|---|
| Data model | Native ServiceNow CMDB and request tables | Separate database, syncs via API | Vendor database, ServiceNow optional |
| User directory | Inherits your ServiceNow RBAC | Requires separate user provisioning | Requires separate user provisioning |
| Audit trail | Native ServiceNow audit logs | Split across two systems | Vendor-specific export |
| Upgrade cycle | Tracks ServiceNow's release schedule | Independent — risk of drift | Independent — risk of drift |
| Security review | None beyond your existing ServiceNow review | Fresh vendor security review per release | Fresh vendor security review per release |
| Now Assist compatibility | Direct, day-one | Custom integration required | Custom integration required |
What stays broken if nothing changes.
The decision is being made by every MSP CFO in the market this year. Choosing inertia is also a decision — and it has three predictable consequences.
Your AI investment stalls.
Every Now Assist workflow hits the same wall — the physical handover. The end-to-end ROI you've planned never materialises because the workflow stops at the desk.
Your cost-to-serve balloons.
As AI collapses digital ticket cost, physical becomes a larger share of your delivered cost. The line item your CFO can't stop seeing. By 2029, the ratio widens from 3× to 10×.
You lose the 24-month window.
Competitors who automate the physical layer first bid more aggressively, win the ServiceNow co-sells, and capture services margin. The MSP industry is making this decision now.
If Smart Collect® delivers 500%+ throughput before AI is driving the workflow — imagine what it does once Now Assist closes the ticket end-to-end.
The AI–Physical Bridge thesis