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The ServiceNow application that closes physical IT tickets

Smart Collect® — the platform that turns ServiceNow into a 24/7 IT hardware helpdesk.

Every laptop handover, peripheral request and device return becomes a self-service collection — orchestrated by ServiceNow workflows, native to your tenant. No middleware. No third-party database. No engineer dispatch.

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YOUR SERVICENOW TENANT SMART LOCKERS SMART VENDING SMART KIOSK Q3 2026 8 MANUFACTURERS ONE PLATFORM
The bottleneck

Your IT team isn't the problem. The model is.

IT services have automated almost everywhere — except the physical layer. Every laptop handover, peripheral request, and device return still goes through the same model it did thirty-five years ago. Four impacts compound, every day.

⏱️
Hours lost
Engineers spending 30%+ of their week on laptop handovers, peripheral pickups, and asset reconciliation.
📉
Productivity lost
Employees losing a day to a broken keyboard request. New starters losing a week waiting for their Day-1 kit.
📦
Asset drift
CMDB and reality drifting further apart with every undocumented dispatch. Audit blind spots compound.
🌐
Out of hours
Out-of-hours requests blocked until the next working day. 24/7 expectations meeting 9-5 service.
What it does

Smart Collect® turns ServiceNow into an IT hardware helpdesk.

Smart Collect® is a ServiceNow application that runs inside your tenant. Once installed, every smart locker and smart vending machine — and from Q3 2026, every smart kiosk — becomes a first-class ServiceNow endpoint.

Requests raised in the portal route to the nearest locker or vending unit. Stock is pre-allocated from your CMDB. The employee authenticates and collects. The CMDB updates. The ticket closes.

Every step is logged inside ServiceNow, available to Now Assist, ITOM, ITBM and any other ServiceNow application you already trust. No external data store. No middleware. No second user directory.

The six transformations

Six features that transform IT operations.

Each one runs as a native ServiceNow workflow against standard tables. No parallel system, no shadow database, no integration overhead.

Click & Collect

Fast, automated hardware pickup. Employee raises a request in the portal, walks to the nearest locker, authenticates, collects. The ticket closes itself.

Creates SC requests automatically with approval chain. Updates cmdb_ci_computer on collection.

Break-fix replacement

Resolve in minutes. Employee drops the broken device into a locker bay, collects the replacement on the spot. The exchange triggers asset depreciation and warranty workflows automatically.

Triggers asset_lifecycle workflow with depreciation event. Auto-creates RMA record where applicable.

Hardware lending and returns

Flexible loan policies, automated overdue handling. Issue, due-date, reminder, and overdue chase — all inside ServiceNow. No spreadsheets, no email chasing.

Uses sc_req_item with due_date. Overdue triggers email_notification + escalation to user manager.

Smart Stockroom integration

RAG stock thresholds, restock alerts, fulfilment routing. Each locker and vending unit reports its inventory state in real time. Stockroom auto-replenishes against business rules.

Custom alm_asset extensions. Auto-creates restock requests via standard fulfilment workflow.

Agent Workspace integration

Dedicated Smart Collect® workspace inside ServiceNow. Agents see every locker, every transaction, every exception — without leaving their existing ServiceNow environment.

Custom Agent Workspace pages with Smart Collect® data widgets. Native sysparm_view.

Reporting and analytics

Every transaction, every dispatch, every exception — reportable inside ServiceNow Performance Analytics. Cost-centre rollups, audit reports, and trend dashboards out of the box.

Native Performance Analytics indicators. Standard dashboards plus customer-specific extensions.
Built inside ServiceNow

Native architecture, not API integration.

Smart Collect® is a ServiceNow scoped application. Every workflow, every data record, every approval and every audit log lives inside your ServiceNow tenant. No middleware sits between Smart Collect® and your existing ITSM, ITOM or CMDB tables — because Smart Collect® uses those tables directly. The difference between native and API-integrated is the difference between a feature your platform team already trusts and one they have to re-evaluate at every upgrade.

Native data model
Uses ServiceNow CMDB, asset, request and approval tables directly. No data sync, no middleware, no shadow database.
Native security
Inherits your existing RBAC. No separate user directory. No external data exposure. No fresh vendor security review.
Native upgrade cadence
Tracks ServiceNow's release schedule. Day-one compatibility with Yokohama, Zurich and forward. One upgrade cycle, not two.
Who it's for

Smart Collect® is ideal for organisations that…

  • Have standardised on ServiceNow as the platform of record for IT services
  • Operate across multiple sites — multiple offices, branches, manufacturing or research facilities
  • Want to reduce IT engineer time on routine physical handovers, without reducing the quality of service
  • Need a hardware platform with full audit trail and tenant-resident data — regulated industries especially
  • Are investing in agentic ITSM (Now Assist, automated workflows) and want the physical layer to keep up
  • Are looking for a hardware platform that grows with ServiceNow's AI roadmap — not one that competes with it
Measured. Named. Repeatable.

Smart Collect® customer outcomes.

Each statistic comes from a named Velocity customer in production. Click through for the full case study.

500%+
Pharma IT throughput
90%
University staff time on returns
90%
Utilities equipment loss reduction
35%
Aerospace IT staff travel
60%
Nuclear onsite tickets
PRE-AI: Delivered without AI driving the workflow. As Now Assist and agentic ITSM mature, the upside multiplies.
On the roadmap

Smart Kiosk joins Smart Collect® in Q3 2026.

Q3 2026

Today, Smart Collect® orchestrates smart lockers and smart vending natively inside ServiceNow. From Q3 2026, the same native architecture extends to the Smart Kiosk — putting every video session, every IP KVM diagnostic and every kiosk-mediated device exchange inside ServiceNow as a first-class record.

See the Smart Kiosk

Latest release: Smart Collect® 5.3.0 — see what's new →
Frequently asked

Smart Collect® — common questions.

Smart Collect® is the ServiceNow application that orchestrates smart lockers, smart vending and (from Q3 2026) smart kiosks natively inside your tenant. It turns IT hardware fulfilment into a self-service workflow without dispatching an engineer.
It doesn't integrate — it is a ServiceNow application. Installed directly into your tenant as a Built On Now certified scoped app. Every transaction is a native ServiceNow record. No middleware, no API bridging, no manual data entry.
ITSM, ITAM, CMDB, Service Portal, Agent Workspace, Now Assist (where deployed). It uses standard ServiceNow tables — cmdb_ci_*, sc_req_*, task — so it sits alongside your existing modules, not in parallel.
No. Smart Collect® inherits your existing ServiceNow RBAC and your existing data-residency posture. No data leaves your tenant. No external system stores credentials or asset records.
All currently supported versions. Day-one compatibility with new releases is part of the Built On Now certification. Customers don't have to defer upgrades for Smart Collect®.
Yes — Smart Collect® workflows are accessible to Now Assist as standard ServiceNow workflows. As agentic ITSM matures, Now Assist will be able to trigger physical-handover collections through Smart Collect® end-to-end.
Ready to start?

Ready to see Smart Collect® inside your ServiceNow?

A 60-minute discovery workshop with a Velocity ServiceNow architect maps your physical-handover use cases, sizes a pilot, and identifies the right form factors and hardware ranges for your environment.

Talk to a ServiceNow architect See on the ServiceNow Store
See Smart Lockers → See Smart Vending → See Smart Kiosk → Book a discovery call →