Aegis Softtech’s ITAM & Medical Device Transformation

The Challenge

The organization faced critical "Visibility Gaps" that threatened research timelines and regulatory standing.

• Manual Tracking Silos: Much like the fragmented HR systems, laboratory equipment (Spectrometers, MRI machines, and cold storage) was tracked in regional spreadsheets, leading to "Ghost Assets" that existed on books but were missing in labs.
• License Non-Compliance: Specialized bioinformatics software licenses were over-purchased in some regions while others faced shortages, leading to "Shadow IT" where researchers used unapproved tools to avoid delays.
• Stringent Regulatory Audits: Failing to provide a verified audit trail for equipment calibration and software versions puts the firm at risk of non-compliance.
• Security Vulnerabilities: Retired hardware containing sensitive clinical trial data was often disposed of without a certified, traceable process.

The Aegis Solution

Aegis Softtech deployed a team of Specialists to design a "Compliance-Centric" asset architecture.

Hardware Asset Management (HAM) for Clinical Environments

• Automated Discovery & Mapping: Aegis utilized ServiceNow Discovery to scan the network, automatically identifying laboratory workstations and medical devices. We mapped these to specific research projects (the "Service Mapping" equivalent) to identify the business impact of a hardware failure.
• IoT & Asset Tracking: For mobile medical equipment, Aegis implemented a tracking system that updated the CMDB in real time, enabling technicians to locate devices for mandatory maintenance without delay.
• Certified Disposal Workflows: Similar to the secure HR logging, Aegis built a disposal lifecycle that automatically collects "Certificates of Data Destruction" from vendors, ensuring sensitive research data is never compromised.
• Mobile Asset Audits: We enabled the Now Mobile App for laboratory technicians. Technicians can now scan a barcode on a piece of equipment during their rounds, instantly updating its "Last Seen" location and maintenance status in the CMDB.

Software Asset Management (SAM) Professional

• License Optimization Engine: Aegis integrated the procurement system with ServiceNow to track license "Entitlements" against actual usage.
• Automated Reclamation: We configured workflows to identify high-cost research software that had not been used for 30 days. The system automatically triggers a Virtual Agent notification via Microsoft Teams to reclaim the license, making it available for other researchers.
• Compliance Dashboard: A real-time dashboard was created to track software versions, ensuring all research is conducted on validated, compliant software as required by the FDA.

AI-Driven Maintenance & Lifecycle

• Predictive Intelligence: Aegis implemented machine learning models to predict the end-of-life for lab hardware. The system automatically triggers a "Refresh" request in the Employee Center six months before a device is expected to fail, preventing research downtime.
• IntegrationHub Orchestration: Utilizing the IntegrationHub, Aegis synchronized asset data with existing Laboratory Information Management Systems (LIMS) to ensure a single version of truth for all equipment.

Hybrid Asset Integration (The Aegis Differentiator)

• Cloud Insights: For the firm’s research labs running on AWS and Azure, Aegis implemented Cloud Insights. This identified "Over-provisioned" virtual machines (VMs) and automatically recommended resizing them, reducing monthly cloud bills by 22%.
• Automated Refresh Program: Aegis built an "Asset Refresh Portal." When a scientist’s laptop reaches its 3-year warranty limit, ServiceNow automatically generates a pre-populated request for a new device, ensuring research never stops due to outdated tech.

SaaS License Management (SaaS-Specific Implementation) Aegis utilized the ServiceNow SaaS License Management module to gain direct visibility into browser-based applications that traditional discovery often misses.

• Direct API Integrations: We configured out-of-the-box and custom API integrations for the firm’s core SaaS stack, including Microsoft 365, Salesforce, ServiceNow, Zoom, and Slack.
• SSO-Based Discovery: To catch "Shadow IT," Aegis integrated ServiceNow with the firm's Single Sign-On (SSO) provider (Okta). This allowed us to see every time a user logged into an unmanaged SaaS tool, bringing it under central governance.
• Automated Reclamation Workflows: Aegis built a "Subscription Optimization" engine.
• SaaS Spend Dashboard: We created a consolidated view showing "Total Spend vs. Actual Usage" per department, allowing the CFO to negotiate volume discounts based on real-time data.

Technologies and Tools

• ServiceNow Modules: ITAM (SAM Pro & HAM Pro), Discovery, Service Mapping, CMDB, and Employee Center.
• AI/Automation: Predictive Intelligence and Virtual Agent with NLU.
• Integrations: IntegrationHub, Azure AD, and LIMS (Laboratory Information Management Systems).
• Aegis Differentiators: Implementation by certified specialists with a focus on HealthScan compliant code to ensure seamless future upgrades.