A US aerospace & defence customer cut engineer travel across a multi-site estate.
Delivered with Velocity Smart Collect® running natively inside the customer's ServiceNow platform — across security-cleared environments.
Four customer-confirmed results.
Each measured by the customer against their own pre-Velocity baseline.
A US aerospace & defence customer.
A US aerospace and defence customer operating across a multi-site estate, with ServiceNow standardised for enterprise IT service management and security-cleared environments throughout.
Where aerospace & defence IT runs into a multi-site travel cost ceiling.
Defence IT organisations face an unusual cost structure. Manufacturing and operational sites are typically dispersed across a wide geography. Field engineers spend a meaningful share of their week travelling between sites to perform routine handovers — laptop swaps, peripheral fulfilment, parts delivery to the production line — every one of which requires full chain-of-custody documentation for compliance.
The cost is real: travel time, accommodation, and the opportunity cost of skilled engineers performing courier work. The audit requirement adds a second layer of complexity, because every device movement on a regulated site needs to be evidenced.
Why API-integrated approaches struggle in regulated, multi-site environments.
For an aerospace and defence IT estate, an API-integrated locker platform creates two compounding problems. A vendor-side database creates a data-residency and security-review burden that scales with each new site. And a split audit trail — partly in ServiceNow, partly in the vendor system — makes chain-of-custody documentation harder to assemble during compliance review.
What defence IT needs is a hardware platform that inherits the existing security and audit posture of the ServiceNow platform, rather than adding a parallel one.
Smart Collect® installed across the estate. One ServiceNow platform. One audit trail.
The customer deployed Velocity Smart Collect® across 34+ sites as a ServiceNow scoped application running natively inside the platform. Every locker transaction operated as a first-class ServiceNow record — no external data store, no middleware, no parallel audit trail to reconcile.
For security-cleared environments, the architecture mattered. Each new site added no new vendor security review, because Smart Collect® uses the customer's existing ServiceNow RBAC, CMDB and audit tables directly. The same chain-of-custody documentation the customer already produced for ServiceNow records covers every Smart Collect® transaction by default.
Across the estate, workflows on Smart Collect® included engineer kit-out, peripheral fulfilment, parts delivery to the production line, break-fix swap, and loan and return — each one closing a ticket that previously required an engineer to travel between sites.
The hardware platform is already in place. The AI layer activates on top of it.
As ServiceNow's Now Assist and agentic ITSM mature, the same Smart Collect® workflows that cut engineer travel by 35% become accessible to AI agents — meaning routine inter-site handovers can run with zero human-in-the-loop. The hardware platform is already in place across 34+ sites; the AI layer activates on top of it.
Want to see what Smart Collect® could do for your IT operation?
A 60-minute discovery workshop maps your hardware-request volumes, regulated-site requirements, and ServiceNow architecture — and sizes the throughput uplift available to you.