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Recipe Library  /  Recipe 12
Recipe 12 · Security · Concept

Lost or stolen device.

The loss is reported, the device wiped and blocked, and a replacement could be ready in a locker.

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ServiceNow Premier Partner, Build
An employee collecting a replacement laptop from a Velocity smart locker with a phone code
The outcomeBack to work the same day, with the old device secured.
The ingredients

Tools you may already run, plus the one that hands the device over.

Microsoft Entra ID
Device and endpoint management
Microsoft Intune
Device and endpoint management
ServiceNow
ServiceNow platform
Smart Lockers
Velocity, the hands
The outcomeBack to work the same day, with the old device secured.
Velocity, the handsServiceNow platformDevice and endpoint management
A recipe concept. Recipes show what becomes possible when tools you already own are combined with Smart Collect®. They are not off-the-shelf integrations. We build a recipe with you, and with the vendor, when it fits your estate.
How it would work

From the first signal to a device in hand.

1Signal

An employee reports a lost or stolen laptop.

2Decision

Entra ID blocks access, Intune wipes the device and ServiceNow approves a replacement.

3Handover

A replacement waits in a locker, ready the same day.

The full sequence

  1. An employee reports a lost or stolen laptop.
  2. ServiceNow revokes sessions in Entra ID and sends a wipe or lock through Intune.
  3. A replacement is approved by policy.
  4. Smart Collect® reserves a laptop and Intune assigns it.
  5. The employee collects it the same day, with a temporary sign-in route agreed with security.
  6. The lost device is marked as lost in asset records.

What you need in place

  • Microsoft Entra ID and Microsoft Intune
  • ServiceNow ITSM, with lost or stolen reporting in the portal
  • Smart Lockers with spare laptops

How the pieces connect

Microsoft Entra ID
Blocks sign-in and revokes sessions, called through the IntegrationHub spoke.
Microsoft Intune
Wipes or locks the lost device and assigns the replacement.
ServiceNow
Runs the report and approves the replacement.
Smart Collect®
Reserves the replacement and issues the code.
Choose the brain

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.

Full ServiceNow estate
Otto and AI Agents
The AI built into the ServiceNow platform makes the decision and reserves the device.
Not on ServiceNow yet
Flow by ServiceNow
A standalone AI service desk in Teams, Slack and email that can sync with ServiceNow later.
No AI required
ServiceNow workflow
A standard workflow runs the same steps from the same signal. Add AI later.
Why it matters

One record of what was decided, and what physically happened.

Native to ServiceNow
Smart Collect® is the only ServiceNow-certified smart locker and vending application. Reservations, handovers and returns are ServiceNow records, not entries in a separate portal.
One record, end to end
The decision and the physical handover sit in the same instance, under the same access controls and the same audit. Your data never leaves it.
Uses what you own
The recipe adds a physical step to tools you have already paid for, rather than another system to run.
Blueprint 12

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. Microsoft Entra ID and Microsoft Intune · ServiceNow ITSM, with lost or stolen reporting in the portal · Smart Lockers with spare laptops
  • How the pieces connect. The role of Microsoft Entra ID, Microsoft Intune and 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. Revoke access immediately, before any approval.
  • 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 access revoked · Time from report to working replacement · Repeat loss 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.
Questions

Before you ask

How quickly is the old device locked?

The Blueprint revokes access first, as soon as the report is raised, and sends the wipe or lock before any replacement is approved.

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.

Does this fit your estate?

Tell us what you run. We will work out the recipe with you.

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