Reported impact
Business outcome
Wipro automated 50% of manual asset tasks, improved productivity by 25%, and expects about US$1 million in annual savings from hardware lifecycle consolidation.
- Cost Reduction
- Productivity Improvement
ServiceNowCommercial and Professional ServicesIT Operations AutomationAI and Machine LearningData AnalyticsGenerative AI / LLMCost ReductionProductivity ImprovementUndated ServiceNowSN#1f8476Commercial and Professional ServicesGlobalWipro was maintaining five separate asset-management systems, which created duplication, manual work, and poor lifecycle visibility across hardware operations.$1M Anticipated annual savings in hardware costsArchived · Jun 1, 20245IT Operations AutomationCMDB · Hardware Asset Management · IT Service Management0 2024-06-01 5
Wipro
IT Operations Automation
Wipro was maintaining five separate asset-management systems, which created duplication, manual work, and poor lifecycle visibility across hardware operations.
$1M Anticipated annual savings in hardware costs
25% Improvement in overall productivity
50% Reduction in manual tasks
We anticipate the consolidation on Hardware Asset Management is saving Wipro around $1 million each year
Solution
Wipro was maintaining five separate asset-management systems, which created duplication, manual work, and poor lifecycle visibility across hardware operations. Wipro implemented a ServiceNow-centered stack built around Hardware Asset Management, IT Service Management, CMDB, and Virtual Agent. Key components included Hardware Asset Management centralizes hardware lifecycle workflows; IT Service Management standardizes incidents and requests; CMDB stores service and asset context; Virtual Agent handles conversational self-service. Requests enter through Virtual Agent, and uses context from CMDB before Hardware Asset Management and IT Service Management routes or fulfills the work. The same record of work is then exposed back to agents and end users through the platform. Running employee support and operational workflows on one data model reduced manual handoffs and made expansion easier.
Data flow
Requests enter through Virtual Agent, and uses context from CMDB before Hardware Asset Management and IT Service Management routes or fulfills the work. The same record of work is then exposed back to agents and end users through the platform.
Solution architecture
- Serving
- Virtual Agent Handles conversational self-service and ticket deflection for users.
- Orchestration
- IT Service Management Standardizes incident, request, and fulfillment workflows on the platform.
- Governance
- Hardware Asset Management Centralizes hardware lifecycle workflows, inventory, and asset processes.
- CMDB Maintains service and asset context that automation and support teams rely on.
Architecture clues
- CMDB quality is treated as a prerequisite for automation, service context, or visibility.
Evidence from the source
By consolidating five legacy asset management systems into Hardware Asset Management, Wipro now has a centralized platform to automate 50% of manual tasks, eliminate duplication of resources and effort, and free up employees to focus on higher-value tasks
Employee onboarding and offboarding processes were also difficult to coordinate, with delays in supplying new recruits with the equipment they needed
Historically, Wipro’s core IT assets like laptops, desktops, and mobile devices were managed in silos using five disconnected legacy systems—three on Microsoft Azure and two on AWS
Overall, we are seeing a 25% uplift in productivity thanks to ServiceNow.” Connecting everyone on a single platform Wipro is constantly exploring how it can unlock additional features, functionality, and—most importantly—value from its use of ServiceNow
The scalable, resilient, and secure ServiceNow AI Platform’s digitized workflows have automated and optimized many of Wipro’s core service operations, ensuring service availability, delivering an improved employee experience, and enabling dispersed teams to be more productive and customer focused
Transparency Evidence & methodology
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
How scores are calculated
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Customer reference value95/100
- Problem clarity20/20Measures whether the customer's operational problem is specific enough to compare.
- Implementation depth20/25Rewards named components, data flow, integrations, and architecture detail.
- Outcome specificity20/20Measures whether the reported benefit is concrete rather than a generic claim.
- Quantified impact25/254 metrics describe measurable impact.
- Deployment scale10/10Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence79%
- Source authority20/25The main evidence is an official vendor-published customer story.
- Claim traceability21/2510 of 12 key fields link to a named source.
- Direct evidence20/205 direct source quotes retained.
- Date provenance0/10The publication date has no documented provenance.
- Source transparency8/101 source reference document publisher, URL, authority, retrieval, and supported fields.
- Implementation specificity10/10Rewards source-backed components, data flow, quantified impact, and a specific outcome.
Traceability
Sources & provenance
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
- https://www.servicenow.com/customers/wipro-ham.htmlServiceNowFirst-party
Wipro customer story
Supports- Customer
- Business problem
- Solution
- Products
- Solution components
- Data flow
- Integrations
- technical area
- use case category
- Business outcome
- outcome category
- Metrics
- Architecture
- evidence quotes
Date evidence
- First archived Jun 1, 2024 · Internet Archive · Independent First Wayback Machine capture; confirms the page existed by this date, not when it was published.Open date source
- Sitemap last modified Jul 30, 2026 · ServiceNow · Publisher metadata Publisher-reported modification timestamp; not a publication date.Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.
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