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Recipe Library  /  Recipe 14
Recipe 14 · Lifecycle · Concept

Zero-touch Mac refresh.

A Mac flagged for refresh is replaced by one already enrolled and waiting.

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ServiceNow Premier Partner, Build
An employee collecting a new laptop from a Velocity smart locker
The outcomeRefreshes without appointments.
The ingredients

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

Jamf
Device and endpoint management
Iru
Device and endpoint management
ServiceNow
ServiceNow platform
Smart Lockers
Velocity, the hands
The outcomeRefreshes without appointments.
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

A Mac reaches its refresh date.

2Decision

A new Mac is enrolled in Jamf or Iru and assigned in ServiceNow before collection.

3Handover

The user swaps in a locker, and the old Mac goes back for wipe.

The full sequence

  1. A Mac reaches its refresh date in ServiceNow.
  2. A new Mac is assigned to the user and enrolled in Jamf or Iru.
  3. Smart Collect® reserves a cell, and the user is invited to collect.
  4. The user moves their data, usually by sync or Migration Assistant.
  5. They return the old Mac to the same cell.
  6. The old Mac is wiped and routed for reuse or disposal.

What you need in place

  • Jamf or Iru managing your Macs, with Automated Device Enrolment
  • ServiceNow with Macs recorded as hardware assets
  • Smart Lockers holding new Macs

How the pieces connect

Jamf or Iru
Enrols the new Mac and applies your configuration, linked to ServiceNow through its integration.
ServiceNow
Tracks refresh dates and runs the refresh request.
Smart Collect®
Reserves the new Mac and records the swap.
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 14

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. Jamf or Iru managing your Macs, with Automated Device Enrolment · ServiceNow with Macs recorded as hardware assets · Smart Lockers holding new Macs
  • How the pieces connect. The role of Jamf, Iru 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. Refresh by age and model, in line with your policy.
  • Handover rules and exceptions. Reservations, codes, expiry, returns, and what happens when stock runs out or nobody collects
  • What to measure. Refreshes completed without an appointment · Days from refresh date to new Mac in use · Old Macs recovered
  • 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

Do users need an appointment?

No. They collect when it suits them, within the reservation window, and return the old Mac in the same cell.

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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