Key management process

[Mada11]

Hello,

Does anyone have experience with case related to physical asset which is  lost  (key, card) how to handle this in Servicenow?

How to enable functionality, locate , identify, which application would be useful for that?

Ex. Company x send their employee with the YY customer keys/card to their YY property to respond the alert from the building. The employee X go there check the property YY and sometimes happen that the physical key is lost.

It is complicated to find the key and what could be the best approach to such case?

Thanks

Mada

[Mark Manders]

If the key gets lost, ServiceNow isn't going to be able to find it for you. You describe the employee getting the key and then it's lost. So that means that the employee lost it. ServiceNow can't tell you if he left it in his jacket or if it's next to the coffee machine at the location he was checking.

Since this use case is describing use that is probably outside of office hours, you don't have a way to 'give out' on alert. The employee probably has the keys with him already, because it's for his shift? 

Depending on your process, you could create a new CMDB_CI table for keys/cards (or make it a type of asset). You can add the location/customer to it and assign it to the person that has it. If at any point a key is missing, you know who had it last. It will always be a manual giving out/returning, just like with phones or laptops, only this will happen more often. Assign asset tags to the keys/cards so you can easily scan them (if you have scan equipment for that).

The practical way: attach air tags to each key/card and register those on the ci/asset as well. In case one is lost, you can check on the follower app where it is. I'm just not sure if it is according to privacy/security rules that you can follow the employee in that way.

[Mada11]

Thanks Mark!