Smart Collect® — the platform that turns ServiceNow into a 24/7 IT hardware helpdesk.
Every laptop handover, peripheral request and device return becomes a self-service collection — orchestrated by ServiceNow workflows, native to your tenant. No middleware. No third-party database. No engineer dispatch.
Your IT team isn't the problem. The model is.
IT services have automated almost everywhere — except the physical layer. Every laptop handover, peripheral request, and device return still goes through the same model it did thirty-five years ago. Four impacts compound, every day.
Smart Collect® turns ServiceNow into an IT hardware helpdesk.
Smart Collect® is a ServiceNow application that runs inside your tenant. Once installed, every smart locker and smart vending machine — and from Q3 2026, every smart kiosk — becomes a first-class ServiceNow endpoint.
Requests raised in the portal route to the nearest locker or vending unit. Stock is pre-allocated from your CMDB. The employee authenticates and collects. The CMDB updates. The ticket closes.
Every step is logged inside ServiceNow, available to Now Assist, ITOM, ITBM and any other ServiceNow application you already trust. No external data store. No middleware. No second user directory.
Six features that transform IT operations.
Each one runs as a native ServiceNow workflow against standard tables. No parallel system, no shadow database, no integration overhead.
See how teams put Smart Collect to work across common IT workflows
Click & Collect
Fast, automated hardware pickup. Employee raises a request in the portal, walks to the nearest locker, authenticates, collects. The ticket closes itself.
Break-fix replacement
Resolve in minutes. Employee drops the broken device into a locker bay, collects the replacement on the spot. The exchange triggers asset depreciation and warranty workflows automatically.
Hardware lending and returns
Flexible loan policies, automated overdue handling. Issue, due-date, reminder, and overdue chase — all inside ServiceNow. No spreadsheets, no email chasing.
Smart Stockroom integration
RAG stock thresholds, restock alerts, fulfilment routing. Each locker and vending unit reports its inventory state in real time. Stockroom auto-replenishes against business rules.
Agent Workspace integration
Dedicated Smart Collect® workspace inside ServiceNow. Agents see every locker, every transaction, every exception — without leaving their existing ServiceNow environment.
Reporting and analytics
Every transaction, every dispatch, every exception — reportable inside ServiceNow Performance Analytics. Cost-centre rollups, audit reports, and trend dashboards out of the box.
Native architecture, not API integration.
Smart Collect® is a ServiceNow scoped application. Every workflow, every data record, every approval and every audit log lives inside your ServiceNow tenant. No middleware sits between Smart Collect® and your existing ITSM, ITOM or CMDB tables — because Smart Collect® uses those tables directly. The difference between native and API-integrated is the difference between a feature your platform team already trusts and one they have to re-evaluate at every upgrade.
Smart Collect® is ideal for organisations that…
- Have standardised on ServiceNow as the platform of record for IT services
- Operate across multiple sites — multiple offices, branches, manufacturing or research facilities
- Want to reduce IT engineer time on routine physical handovers, without reducing the quality of service
- Need a hardware platform with full audit trail and tenant-resident data — regulated industries especially
- Are investing in agentic ITSM (Now Assist, automated workflows) and want the physical layer to keep up
- Are looking for a hardware platform that grows with ServiceNow's AI roadmap — not one that competes with it
Smart Collect® customer outcomes.
Each statistic comes from a named Velocity customer in production. Click through for the full case study.
Smart Kiosk joins Smart Collect® in Q3 2026.
Today, Smart Collect® orchestrates smart lockers and smart vending natively inside ServiceNow. From Q3 2026, the same native architecture extends to the Smart Kiosk — putting every video session, every IP KVM diagnostic and every kiosk-mediated device exchange inside ServiceNow as a first-class record.
What is device handover costing you today?
The results above are somebody else's. Yours will be different, and there is a fair chance nobody in your organisation can tell you what they are, because deskside support almost never appears as its own line in a budget. It is absorbed into headcount, into travel, into the ticket that took four days instead of an hour.
Two ways to put a real number on it. Start with whichever matches what you already know.
The Deskside Support Cost Benchmark
Twelve questions about how your team runs device support today. No spreadsheet, no digging through ticket exports, nothing to prepare.
- Twelve questions, every one multiple choice
- Around three minutes, start to finish
- Your annual deskside support cost, calculated from your answers
- How your handover times, wait times and kit recovery rates compare with other enterprise IT teams
The Smart Collect® ROI Calculator
If you already know your ticket volumes, your sites and what an engineer costs you, skip the diagnosis and go straight to modelling the saving.
- Savings modelled against your own volumes, not an industry average
- Payback period and multi-year return
- A written breakdown you can take into a budget conversation
Both are free. The benchmark sends your result by email, so you will need a work email address.
Smart Collect® — common questions.
Ready to see Smart Collect® inside your ServiceNow?
A 60-minute discovery workshop with a Velocity ServiceNow architect maps your physical-handover use cases, sizes a pilot, and identifies the right form factors and hardware ranges for your environment.