Break-fix swap.
A fault ticket releases a swap device, the old one goes back in, and the ticket closes.
Tools you may already run, plus the one that hands the device over.
From the first signal to a device in hand.
An employee reports a fault, or triage in ServiceNow confirms one.
ServiceNow reserves a swap device in the nearest locker and sends the employee a collection code.
The employee swaps devices in one cell. The broken one is returned and the ticket closes itself.
The full sequence
- An employee reports a fault through the portal, Teams or the service desk, or triage confirms one.
- The incident is categorised as a hardware fault that qualifies for a swap.
- Smart Collect® reserves a swap laptop in the nearest locker and sends the user a code.
- The user swaps devices in one cell, leaving the faulty laptop behind.
- The deposit closes the swap step, and the faulty laptop is routed to repair.
- The incident closes, with the full history on one record.
What you need in place
- ServiceNow ITSM with laptops recorded as hardware assets
- A stock of swap laptops in Smart Lockers on site
- A defined swap policy: which faults are fixed by swap rather than repair
How the pieces connect
- ServiceNow
- Hosts the incident, the asset records and the approval. No third-party integration is needed.
- Smart Collect®
- Reserves the swap device and records the exchange, inside the same instance.
The physical steps stay the same, whichever system makes the decision.
Run this recipe from a standard ServiceNow workflow today, and let AI take the decision later. Nothing on the physical side changes.
One record of what was decided, and what physically happened.
A reference design for your technical team.
The Blueprint shows how this recipe would work in your ServiceNow instance and what a build would involve. It is a design, not a step-by-step installation guide.
- What you need in place. ServiceNow ITSM with laptops recorded as hardware assets · A stock of swap laptops in Smart Lockers on site · A defined swap policy: which faults are fixed by swap rather than repair
- How the pieces connect. The role of ServiceNow and Smart Collect®, and what stays in your instance
- Step by step. All 6 steps, from the first signal to the returned device
- Approval and policy. Swap automatically for agreed fault types, such as screen, keyboard or hinge damage.
- Handover rules and exceptions. Reservations, codes, expiry, returns, and what happens when stock runs out or nobody collects
- What to measure. Time from report to working device · Engineer touches per swap · First-time fix rate
- What a build involves. The questions to settle first, the roles involved, and how we would scope a six to eight week pilot
Request the Blueprint
A four-page reference design for your technical team. Tell us who you are and the Blueprint downloads straight away.
Before you ask
Does an engineer still need to be involved?
Not at the moment of need. Engineers restock the lockers and handle the returned devices on a scheduled round, instead of meeting each user.
Is this an off-the-shelf integration?
No. It is a recipe concept that shows what becomes possible when these tools are combined with Smart Collect®. We build it with you, and where needed with the vendor, when it fits your estate.
Where does the data live?
In your own ServiceNow instance. Smart Collect® does not keep a separate database of your users or devices.
Do we need AI for this?
No. A standard ServiceNow workflow can run every step today. Otto or Flow can take over the decision later without changing anything on the physical side.