August 11, 2025
Results
Applications
This state agency serves as the backbone of government IT across its region, providing secure, efficient, and cost-effective solutions to hundreds of local and regional entities. With hundreds of employees, the agency delivers IT purchasing support, cybersecurity guidance, and strategic technology direction. As part of its mission to modernize infrastructure and improve operations, the client partnered with Ondaro to transform its help desk and asset management processes.
– Client Representative
This state government organization plays a critical role in helping government entities modernize, secure, and streamline their technology. Internally, however, the agency faced growing inefficiencies in two key areas: its IT help desk and its asset management processes.
The help desk relied on a homegrown patchwork of three separate systems. These tools weren’t integrated and lacked shared knowledge bases, leaving internal teams unable to easily access consistent answers or monitor the status of requests. Response times suffered, and team members were stretched thin, maintaining tools that didn’t scale.
Meanwhile, hardware asset management was handled through spreadsheets. Tracking assets from receipt to disposal lacked a central system, leading to visibility gaps and audit challenges. Because asset data wasn’t integrated with the state’s capital asset accounting system, manual updates were required, opening the door to errors and further delays.
The agency knew it needed a consolidated, modern platform to digitize these core functions. But it also needed a partner who could guide the implementation with agility and precision. This is where Ondaro comes in.
To replace outdated tools and unify its operations, the agency selected ServiceNow, based in part on its successful use by another regional government entity. The agency prioritized two core applications for implementation: IT Service Management (ITSM) Professional and Hardware Asset Management (HAM Pro). Together, these solutions would create one system for service desk support and end-to-end asset lifecycle tracking.
Ondaro worked with the agency using its Ondaro Value Delivery Methodology, a proven agile-based approach aligned with ServiceNow’s Now Create framework. Ondaro’s team tailored the delivery to meet the agency’s unique process and compliance needs. Key solution highlights included the following:
The solution went live in just five and a half months, marking a major shift for the agency. With one unified platform in place, the organization dramatically streamlined its workflows, improved data integrity, and reduced technical debt.
Since launch, the agency has transformed the way it manages both service and asset operations. Help desk teams now rely on a centralized knowledge base and integrated workflows, making it easier to respond quickly and consistently. IT no longer loses time navigating multiple tools or re-entering information. Asset tracking is now automated and audit-ready, replacing spreadsheets with accurate, real-time records. And with seamless integration into the state’s capital asset accounting, manual updates have been virtually eliminated.
Internal teams are better equipped than ever to serve their government partners, delivering faster, smarter, and more reliable technology support across the region.
From kickoff to go-live, the agency appreciated the collaboration and care Ondaro brought to the table. Project leadership from both sides stayed in sync, thanks to open communication and aligned goals. “The members of the [Ondaro] implementation team were very knowledgeable,” one client leader shared. “They understood our business requirements and were skilled in implementation. The management of the process was excellent.”
What stood out most was the sense of shared purpose. As another team member noted, “There was a genuine interest in us succeeding.” Instead of taking a one-size-fits-all approach, Ondaro helped the agency get the most value from the platform, adjusting the process as needed to fit the client’s team, systems, and structure.
Ondaro’s unparalleled expertise is ready to tackle your unique challenges and transform your aspirations into reality. We’ll listen to understand your requirements and offer a tailor-made approach that aligns with your strategic objectives.
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