Department of Transport – Access & Asset Request Automation
TechBubble implemented a ServiceNow-based Access and Asset Request solution for the Department of Transport, integrating Active Directory to automate user access provisioning and streamline software, mobile phone, and SIM request management. The solution introduced structured workflows, improved lifecycle governance, and enhanced request visibility across the organisation.
Access & Asset Request Automation
The project focused on modernising employee access and asset request management by implementing a ServiceNow Service Catalog integrated with Active Directory. The solution automated Trelis access requests while introducing structured workflows for software, mobile phone, and SIM requests. Custom email notifications with Multirow Variable Sets (MRVS) further improved request communication and visibility throughout the fulfilment lifecycle.
Manual Access and Asset Provisioning
Employee access requests and asset provisioning relied on manual processes, making it difficult to maintain lifecycle governance and provide consistent fulfilment. Limited automation and fragmented request tracking affected operational efficiency and user experience.
Manual Access Provisioning
Access requests required manual updates and coordination, resulting in longer fulfilment times and increased administrative effort.
Lack of Structured Lifecycle Management
The organisation lacked a standardised process for managing access and asset requests from submission through fulfilment.
Disconnected Mobile, SIM, and Software Requests
Different request types followed separate processes, creating inconsistencies across fulfilment teams.
Limited Notification Visibility
Email notifications did not effectively display request details, making it difficult for users and support teams to track fulfilment progress.
Integrated Service Catalog for Access & Asset Management
TechBubble implemented a unified ServiceNow Service Catalog that automated Trelis access requests through Active Directory integration while standardising software, mobile phone, and SIM request workflows. The solution incorporated customised email notifications using Multirow Variable Sets (MRVS), giving users and fulfilment teams improved visibility into request information. The centralised platform reduced manual effort, accelerated fulfilment, and strengthened governance across access and asset management.
Discovery & Process Design
Week 1-2Reviewed existing request processes, defined fulfilment workflows, and designed the Active Directory integration strategy.
Configuration & Integration
Weeks 3-7Configured Service Catalog request forms, implemented Active Directory integration, customised email notifications, and validated end-to-end workflows. • Service Catalog • Active Directory Integration • Workflow Automation • MRVS Configuration
Deployment & Transition
Weeks 8-10Rolled out the solution, completed user enablement, delivered operational documentation, and provided post-implementation support. • Go-Live • Training • Documentation • Hypercare
Technology
Technologies implemented to automate employee access and asset request management.
ServiceNow
Service Catalog and request management
Active Directory
Automated user access provisioning
Workflow Automation
Request routing and approvals
Multirow Variable Sets (MRVS)
Enhanced email notifications
Asset Management
Mobile, SIM, and software request lifecycle
Operations
Monitoring and support
“TechBubble transformed our access and asset request processes by introducing a single, automated platform that improved fulfilment efficiency, strengthened governance, and delivered a better experience for both employees and support teams. ”
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