Overview Eliminate manual touchpoints in your device lifecycle with the IVM SmartService app for ServiceNow. This app connects ServiceNow Asset Management directly with IVM's intelligent locker network, enabling fully automated, self-service hardware deployment and returns — without requiring IT staff intervention at every step.
What It Does From the moment a device is requested through the IVM Service Catalog, the app takes over. Tickets are automatically opened, a locker compartment is reserved, and the end user receives access credentials — all tied directly to their asset record in ServiceNow. When a device is picked up or returned, the SmartLocker communicates with ServiceNow in real time, automatically closing the associated ticket and updating asset records without any manual input. Technicians can also load and unload locker inventory directly within the app, keeping deployments running smoothly.
Key Features
- Dedicated IVM Service Catalog with automated workflows supporting end-to-end SmartLocker asset deployments and returns
- Service requests and incidents are automatically opened when an asset is requested from a SmartLocker, eliminating the need for manual ticket creation
- Real-time pickup and drop-off detection at the SmartLocker automatically triggers closure of associated tickets, ensuring accurate and up-to-date request tracking
- Technician-facing functionality to load and unload SmartLocker inventory directly within the app, streamlining locker management and replenishment
- Live visibility into SmartLocker inventory and individual asset status, giving teams real-time insight into locker contents at all times
- Direct integration with ServiceNow Asset Management, ensuring all SmartLocker activity is automatically reflected in asset records for full lifecycle tracking
- Automated provisioning of system users into the IVM SmartLocker authentication system, enabling seamless and secure locker access
Who It's For IT Asset Managers, IT Operations teams, and Service Desk leaders looking to scale device deployment without scaling headcount. Ideal for distributed campuses, shift-based workforces, and high-volume onboarding and offboarding environments.
Business Value Reduce device deployment time from hours to minutes, cut IT desk walk-up volume, and gain complete visibility into every device handoff — all within the ServiceNow platform you already use.
- Dedicated IVM Service Catalog with automated workflows supporting end-to-end SmartLocker asset deployments and returns
- Service requests and incidents are automatically opened when an asset is requested from a SmartLocker, eliminating the need for manual ticket creation
- Real-time pickup and drop-off detection at the SmartLocker automatically triggers closure of associated tickets upon completion, ensuring accurate and up-to-date request tracking
- Technician-facing functionality to load and unload SmartLocker inventory directly within the app, streamlining locker management and replenishment
- Live visibility into SmartLocker inventory and individual asset status, giving teams real-time insight into locker contents at all times
- Direct integration with ServiceNow Asset Management, ensuring SmartLocker activity is automatically reflected in asset records for full lifecycle tracking
- Automated provisioning of system users into the IVM SmartLocker authentication system, enabling seamless and secure locker access
· Added native vending machine integration with ServiceNow Hardware Asset Management
· Added support for automated vending deployments directly from Service Catalog requests
· Added vending inventory synchronization between IVM SmartHub and ServiceNow
· Added support for mapping ServiceNow consumables to IVM vending products
· Added inventory quantity synchronization from ServiceNow to vending machines
· Added support for vending transactions to automatically associate dispensed items with requesting users
· Added configurable loaner asset functionality
· Added loaner period and reservation period options for deployments
· Added automated return processing for loaner assets when the configured loan period expires
· Added reservation support for loaner assets during the deployment lifecycle
· Added reusable Building Block Flow Designer actions for common IVM operations
· Added advanced hardware lookup action
· Added human-readable duration conversion action
· Added additional reusable actions to simplify custom flow development
· Added automatic OAuth retry logic across all IVM API communications
· API requests now automatically refresh expired OAuth tokens and retry failed requests
· Improved authentication resiliency during long-running integrations
· Improved error handling throughout integration flows
· Added standardized API exception handling and logging
· Improved flow resilience when external API calls fail
· Rewrote user synchronization engine for improved reliability and performance
· Added support for synchronizing users across multiple configured IVM client environments
· Improved manual and scheduled user synchronization processing
· Added QR Code generation
· Added support for QR Code authentication
· Added support for One-Time Access Codes
· Added support for Secondary PIN authentication
· Added configurable authentication methods for locker access
· Added Button in User Extension table for manually syncing individual users
· Added a reservation period on the catalog item
· Fixed deployment flow issue where available hardware could incorrectly fail validation
· Enabled Create/Delete/Update application access by default for the User Extension table
· Resolved issue with OAuth token renewal under certain conditions
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Other Requirements:The purchasing organization must have IVM equipment and an active IVM SmartHub. IVM will be responsible for completing the SmartHub configuration and setup process.