When the laptop dies. The replacement is already waiting.
Smart Collect® turns break-fix into a self-service swap inside your ServiceNow tenant. The employee drops the broken device into one locker, collects a replacement from the next, and the incident closes itself — without dispatching an engineer.
A broken laptop stops one employee. A broken break-fix process stops the whole IT team.
Today, when a device fails, the response is the same as it was twenty years ago — log a ticket, wait for an engineer, watch productivity stall. The cost shows up in three places at once.
Stops working the moment the device dies. Loses the day to a queue. Sits idle while the ticket waits for an engineer to be free, then waits again for the engineer to drive across town.
Gets dispatched. Diagnoses on site. Drives back for a spare. Drives back to deliver. Half a day on one ticket, every time — when the same swap could have happened in 60 seconds at a locker.
Loses sight of the broken device. Doesn't know what to RMA, what to write off, what's sitting in someone's drawer. The break-fix audit trail breaks the moment the engineer leaves the office.
Drop the broken. Collect the replacement. One visit, sixty seconds.
Smart Collect® turns break-fix into a closed-loop ServiceNow workflow. Same ticket from start to finish, with the broken device routed automatically to RMA.
Standard ServiceNow incident workflow — through the portal, the agent workspace, or the mobile app. Smart Collect® picks up break-fix incidents automatically; no separate process for the employee to learn.
The platform identifies a pre-staged spare in the nearest locker matching the employee's role and device profile. A one-time swap code is generated and emailed to the employee's ServiceNow-registered address.
Employee scans the code. The "drop" locker opens — broken device goes in. The "collect" locker opens — replacement comes out. Sixty seconds, total. The ticket auto-updates to "swap complete."
Smart Collect® flags the broken device for IT's RMA workflow. Asset record updated, repair ticket created, chain-of-custody intact. IT picks up the locker contents on its next regular round — no emergency dispatch.
Lockers do the swap. Kiosks handle diagnosis. Vending handles the small stuff.
Break-fix is a Smart Locker–led workflow. Kiosks and vending handle the supporting cases.
Drop the broken. Collect the replacement.
The whole swap happens in two compartments — one for the broken device coming in, one for the replacement going out. Same one-time code authenticates both halves of the transaction against the same ServiceNow incident.
- Laptop swap (most common)
- Phone swap
- Headset / peripheral swap
- Dock / hub swap
For "I'm not sure if it's actually broken."
Many "broken" devices aren't. The Smart Kiosk lets the employee connect to remote IT through video and USB-C KVM — so the agent can diagnose remotely, run a fix, or confirm that yes, this one needs a swap.
- Remote diagnosis via video
- USB-C KVM device access for the agent
- Triage before locker handover
- Walk-through fixes for software issues
When the issue is a cable, not a laptop.
Half of break-fix tickets aren't device failures — they're a frayed cable, a dead mouse, a lost dongle. The vending machine handles those with a self-service workflow, ticket auto-created on dispense.
- Cable replacements
- Mouse / keyboard swaps
- Headset replacements
- Dongle & adapter swaps
Hours instead of days. Engineers on real problems.
Across Velocity customers, break-fix swap is the workflow with the most dramatic measurable impact in the first 90 days.
Where break-fix swap is already delivering at scale.
The pharma case study is the strongest break-fix evidence in our customer bank. The 500%+ throughput uplift came largely from collapsing the break-fix and fulfilment workflow into a single self-service loop.
500%+ throughput uplift on IT service fulfilment — break-fix and new request workflows combined.
A pharma enterprise replaced manual hardware fulfilment with Smart Collect®-orchestrated lockers across regulated lab and office sites, removing the ticket bottleneck that was costing employee productivity and breaching OLAs.
How much of your IT team's day goes to break-fix dispatch?
A 60-minute discovery workshop with a Velocity ServiceNow architect maps your current break-fix workflow, sizes the locker footprint for your incident volume, and identifies the operational baseline you'll measure improvement against.