The DaaS Revolution: A Business Transformation with ServiceNow's Xanadu Release

In the past, when we spoke of DaaS (Device as a Service), it often referred to cloud desktops or virtual machines. But today, DaaS has taken on a new, much broader meaning. It now covers the entire lifecycle of physical devices, providing a managed service for businesses to easily acquire, use, and refresh their technology. With the latest ServiceNow Xanadu release, DaaS is poised to become an essential part of modern IT asset management (ITAM) and hardware asset management (HAM), revolutionising how organisations manage their technology estate.

What is Device as a Service (DaaS)?

Device as a Service simplifies how businesses acquire and manage their hardware. Instead of buying devices up front, companies can subscribe to a service that provides the latest technology, ongoing support, and regular refreshes, all at a predictable cost. This approach has significant advantages for businesses, including lower upfront costs, improved scalability, and enhanced efficiency in managing hardware.

Why is DaaS a Game-Changer?

1. Financial Flexibility

DaaS converts capital expenditure into operational costs, making it easier for businesses to manage their budgets. With predictable monthly payments, spending large sums on new devices is unnecessary. According to a recent report by IDC, companies that adopt DaaS can save up to 25% on total device lifecycle costs.

2. Simplified Device Management

Managing devices, from provisioning to repairs, can be a considerable burden for IT teams. DaaS simplifies this by offering a fully managed solution, allowing IT staff to focus on strategic tasks rather than routine device maintenance. With automation and a single platform for managing the entire device estate, ServiceNow’s Xanadu release further enhances this, offering workflows that handle device provisioning, returns (RMA), and repairs.

3. Enhanced Security

DaaS ensures devices are regularly updated with the latest security features. This proactive management reduces the risk of data breaches and ensures compliance with industry standards. ServiceNow’s platform enables centralised control so businesses can monitor their entire device fleet and respond quickly to any issues.

4. Sustainability

DaaS contributes to a more sustainable business model. Devices are often refurbished, reused, or recycled, reducing electronic waste and supporting environmental goals. Companies can demonstrate their commitment to sustainability by extending the life of devices and responsibly disposing of them at end-of-life.

The ServiceNow Xanadu Release: Transforming DaaS Management

The ServiceNow Xanadu release takes DaaS to new heights, particularly within the Hardware Asset Management (HAM) solution. DaaS as a secondary application offers DaaS providers a comprehensive, automated lifecycle solution for managing their DaaS programmes, from planning and provisioning to end-of-life disposal. Here are the key features:

1. A Single Platform for Complete Visibility

DaaS providers often struggle with manual processes and disconnected systems, making it difficult to manage their device estate efficiently. The Xanadu release introduces a centralised command centre, offering a single view of the entire device lifecycle. Providers can fulfil orders, track shipments, and manage repairs from one dashboard, ensuring device accuracy and efficiency.

2. Automated Workflows for Device Management

ServiceNow’s Xanadu release includes three key workflows:

• Asset Fulfilment: Automates selecting, preparing, and shipping devices to customers.
• RMA Resolution: Streamlines the return and replacement process for defective devices, helping providers manage repairs or replacements efficiently.
• Repair Orders: This enables DaaS providers to repair and redeploy devices, extending their useful life and maximising the investment.

These workflows reduce manual intervention, increase operational efficiency, and ensure customer satisfaction by delivering devices promptly and seamlessly handling issues.

3. Dashboard Insights for DaaS Providers

The DaaS module within the Hardware Asset Management workspace includes action cards and out-of-the-box dashboards. These provide real-time insights into open orders, shipments, and tasks. Providers can also track which devices are eligible for refresh or repair, helping them make informed decisions about their asset estate.

4. Centralised Data and Accurate Asset Tracking

The Xanadu release allows DaaS providers to track assets with complete accuracy. A new field on the hardware asset record shows whether a device is part of the DaaS programme and indicates which customer it has been deployed to. This centralised data improves inventory accuracy and enhances reporting capabilities.

Why Choose ServiceNow for DaaS?

ServiceNow’s DaaS offering within the Xanadu release empowers businesses to manage their device estate confidently and efficiently. By integrating DaaS into the broader ITAM/HAM solution, ServiceNow ensures that companies have a single platform for handling both their software and hardware assets. This streamlines operations and provides a consistent approach to managing all IT assets, making it easier to scale as the business grows.

The Future of DaaS with ServiceNow

As DaaS continues to evolve, we can expect even more innovations in device management. From AI-powered device usage optimisation to tighter integration with other emerging technologies, DaaS will play a key role in helping businesses stay agile, reduce costs, and improve security.

The ServiceNow Xanadu release is just the beginning. With features like automated workflows, centralised data, and real-time insights, businesses now have the tools to manage their devices with ease and efficiency. Whether you're a small business looking to scale or a large enterprise managing thousands of devices, DaaS is the future of device management, and ServiceNow is leading the charge.