Solution: Platform-led, AI-augmented best practices
Rather than start with tools, we started with the operating model. We designed a unified, end-to-end HAM model focused on standardization, automation, and control, then built the platform and AI capabilities to run it. The engagement was structured around five pillars:
- Platform transition and MVP-led delivery: A phased move from the legacy platform and spreadsheets to ServiceNow, validating high-risk, high-visibility use cases through MVPs in pilot locations before scaling globally.
- HAM process design and governance: Structured process discovery and walkthroughs across the HAM lifecycle, with end-to-end processes designed before tooling to ensure consistency and governance touchpoints aligned to financial services regulatory requirements.
- HAM tooling, architecture, and product management: Capabilities designed against enterprise architecture standards, delivered through product-based releases with a controlled roadmap for features and catalog items.
- Data management and normalization: Upfront assessment of data sources, quality issues, and ownership gaps, with back-fixing, reconciliation, and migration built into the rollout. A federated discovery model combining ServiceNow Discovery, Flexera, and Tanium with sources like SCCM and Ariba used a rules engine to continuously normalize data into the CMDB.
- Reporting, adoption, and change enablement: Reporting and evidence requirements defined alongside process design, with training, communications, and adoption embedded in every release rather than treated as a post-delivery activity.
A differentiating element of the solution was our HAM AI Agent Workflow, purpose-built for the complexity of a hardware estate at this scale. The workflow spans three stages:
- Asset identification powered by Document Intelligence, Cosine Similarity Embedding (Azure OpenAI), and Web Search (Gemini AI)
- Asset classification through dedicated tooling
- Automated risk profile calculation against each model and asset
The AI layer enables identification of unknown assets in the estate and reconciles them automatically, eliminating reliance on manual intervention. Most importantly, we delivered a scalable HAM foundation the client can continue building on as new asset types, locations, and regulations emerge rather than a one-off fix that ages out with the next requirement.
