UKHSA implements ServiceNow SAM Pro in under 12 weeks to improve software visibility, streamline requests and strengthen governance ahead of its Windows 11 migration.
Challenge
The UK Health Security Agency (UKHSA) were facing a multi-faceted operational and strategic challenge regarding its software and asset landscape. They needed a robust capability to support a critical Windows 10 to 11 migration, executed as part of their broader End User Device Refresh (EUDR) programme. Concurrently, the agency lacked a streamlined intake mechanism and urgently needed to implement a single, unified software end-user request process.
Beyond immediate operational needs, UKHSA had a key strategic objective: moving closer to achieving compliance with the NHS Data Security and Protection Toolkit (DSPT). Achieving these goals required a comprehensive overhaul of how software was requested, deployed, and managed across the organisation.
Solution
To address these challenges, a holistic, rapid-value implementation of ServiceNow’s Software Asset Management Professional (SAM Pro) application was executed in under 12 weeks, combining rapid delivery with a practical operating model for long-term adoption. The solution was built upon two foundational phases and a long-term capability model:
- A holistic Operating Model: The transformation began with a strategic assessment and roadmap structured across five core domains: People, Organisation, Process, Data, and Platform (POPDP).
- This established a Target Operating Model (TOM) mapping the software lifecycle from request to retirement.
- It defined the necessary governance, data ownership matrices, and a phased "Crawl, Walk, Run" adoption plan for the SAM tooling.
- Rapid SAM Pro Implementation: To support the EUDR programme, Phase 1 of SAM Pro was delivered using a hybrid Agile and ServiceNow 'Now Create' methodology.
- This ensured short, structured cycles for rapid delivery of value.
- The build phase focused on immediate operational needs, deploying the SAM Pro module specifically tailored for End User Devices into the production environment.
- It also delivered the required software end-user request process and aligned swivel activities to capture procurement information.
- Dedicated SAM Capability: A strong Software Asset Management Capability was introduced to provide specialist oversight of the software lifecycle, from acquisition to retirement.
Impact
By focusing on a structured operating model combined with rapid, targeted deployment, UKHSA realised immediate operational improvements and sustainable benefits:
- Quick ROI for End User Devices: The rapid Agile implementation of SAM Pro provided immediate visibility and control over EUD assets, seamlessly supporting the hardware asset optimisation required for the Windows 11 / EUDR migration. Automatic creation of software asset records upon discovery reduced manual effort and improved data consistency.
- Streamlined User Experience: The successful delivery of a single software end-user request process standardised how new software titles and models are brought into UKHSA.
- Strategic DSPT Compliance: The implementation directly supported UKHSA’s regulatory obligations by delivering reporting in line with Data Security Protection Toolkit (DSPT) audit requirements.
- Long-Term Process Adoption & Policy Adherence: The introduction of a strong SAM Manager capability ensured that the new tools and processes were embedded into business-as-usual operations.
- This capability tracks usage and identifies redundant software to realise cost savings.
- It ensures the organisation adheres to complex licensing agreements to maintain audit readiness.
- It partners with security teams to address vulnerabilities associated with outdated or unpatched software, further enhancing UKHSA's risk mitigation.