Case Study

ServiceNow Application for Mobile Device, Contract & SIM Lifecycle Management

A ServiceNow Store application integrating the customer’s mobile asset management platform directly into ServiceNow — enabling companies to manage mobile contracts, hardware, SIM cards, returns, upgrades, and service requests through a centralized ServiceNow experience.

Business Challenge

• Mobile contracts, devices, and SIM cards managed across separate systems and manual processes
• Fragmented workflows cause duplicated data entry and increased workload for IT, procurement, and service desk teams
• No centralized ServiceNow experience for initiating and tracking mobile lifecycle actions end-to-end
• Manual request handling and missing callback automation slow fulfillment and reduce data consistency

The objective was to:

• Integrate the customer’s mobile asset management platform capabilities directly into ServiceNow
• Provide a centralized ServiceNow experience for managing mobile contracts, devices, SIM cards, and related requests
• Enable users and administrators to initiate mobile lifecycle actions from the Service Portal and Employee Center
• Automate request creation, data transfer, task assignment, and callback processing between ServiceNow and the customer’s platform
• Reduce manual effort and improve visibility across the mobile device and contract lifecycle
• Prepare the application for ServiceNow Store distribution

Solution

• Delivered a scoped ServiceNow Store application integrating the customer’s platform via REST API
• Prebuilt catalog items, guided setup, and dynamic form prepopulation from the customer’s platform data
• Automated callback processing to update Requested Items after platform-side processing
• Flexible deployment — prebuilt catalog items or reusable spokes and actions for custom workflows

Key capabilities include:

• Contract lifecycle: order, pause, resume, terminate, change account number and cost center
• Hardware lifecycle: order, return, upgrade, repair, report lost or stolen devices
• SIM management: add, remove, replace Multi-SIM and E-SIM cards
• Service Portal and Employee Center access via ready-to-use catalog items
• Dynamic form prepopulation from the customer’s platform — contracts, SIM cards, devices, booking profiles
• REST API integration with automated callback processing
• Guided setup for ServiceNow administrators

Business Impact & Value

Operational Impact

• Standardized request handling across contracts, hardware, and SIM services
• Automated data retrieval and prepopulated forms improve data consistency
• Reduced dependency on external systems for routine mobile asset operations
• Easier administration through guided setup and configurable approval processes

End-User Impact

• Mobile device and contract services accessible directly from Service Portal or Employee Center
• Guided forms with auto-populated data reduce input effort and errors
• Single ServiceNow experience replaces multiple systems and manual communication channels

Summary

Teiva Systems delivered a ServiceNow Store-ready application integrating the customer’s mobile asset management platform into ServiceNow — centralizing contract, hardware, and SIM lifecycle management with automated request handling and callback processing for Device-as-a-Service operations.

Talk with our experts

For USA

Raphael Holdermann

Co-founder & Chief Customer Officer at Teiva Systems USA

Raphael is a client-focused leader known for his big-picture business vision and entrepreneurial acumen, having successfully launched organizations, turned around challenged businesses and rapidly scaled programs for small to large enterprises in the ServiceNow ecosystem.

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Dach region (Germany, Switzerland & Austria)

Kostya Bazanov

Co-Founder & Director at Teiva Systems Germany

Kostya has been developing and extending the business footprint of Teiva Systems in the DACH region. Being a trusted advisor and a ServiceNow solution architect since 2012, he offers reliable and quality business and IT solutions, products, and services to our clients.

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Other countries

Oleksii Konakhovych

Co-Founder & CTO at Teiva Systems

Oleksii working with ServiceNow since 2007 and inspired by the opportunity to build a process design and platform architecture. Oleksii using a years of experience to be a few steps ahead of the challenges. Our customer will have the best result and noticeable improvements in the quality of work.

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