It’s 4:17 p.m. on Friday. A warehouse scanner goes down. The team submits a ticket, CCs two managers, and hopes someone sees it before Monday. Unfortunately, because this process is manual, that ticket likely isn’t going to be resolved until the end of the week.
If you’re still managing device issues with emails, spreadsheets, and manual ServiceNow updates, you’re not alone. Delays pile up. Costs creep in. And visibility disappears just when you need it most.
There’s a smarter way to handle mobile device lifecycle management. By integrating your ServiceNow instance with PiiComm’s AiM platform, routine device care becomes fast, automated, and fully traceable—from the first ticket to the final resolution.
About the AiM + ServiceNow integration through PiiComm
ServiceNow is your team’s IT service hub. AiM is PiiComm’s lifecycle management platform that takes care of everything that happens after a ticket is submitted—from replacement devices to real-time updates and audit-ready reporting.
When you connect the two, your device requests flow automatically from ServiceNow into AiM, where fulfillment, staging, shipping, and reporting happen without manual hand-offs.
Here’s what can be automated:
- Ticket syncing and real-time status updates
- Asset and inventory changes
- Cost-centre validation and chargebacks
- Full audit trail and reporting in both systems
No extra log-ins. No manual ticket processing. Just a secure handshake between systems using REST API, RPA, or flat-file sync—whichever fits your environment.
Once that handshake has been made, AiM takes over, providing full end-to-end device management. With ServiceNow, you get step-by-step visibility into progress so that you know exactly when your ticket will be completed.
How the two-way ServiceNow integration works
Below, you’ll find a visual diagram showing exactly how ServiceNow and AiM work together—but here’s the high-level flow in plain terms:
- A ticket is submitted in ServiceNow
- AiM reads and routes it instantly
- The workflow kicks off
- Real-time updates post back to ServiceNow
Whether it’s a broken device, a new-hire kit, or an asset update for a site closure, your team raises the request just like they always do.
The system auto-parses the request, pulling in location, asset type, user group, and cost centre details—no manual sorting or intervention needed.
AiM handles the next steps behind the scenes: shipping a spare, generating return labels, staging devices via MDM, flagging billing, and updating inventory.
Every status—“in progress,” “shipped,” “received,” “closed”—is pushed back to the original ticket, keeping IT, operations, and finance all in sync.
All of this happens securely via a role-based API, with no sensitive data stored off-platform.
What used to take days of back-and-forth now happens in minutes, with full visibility and zero bottlenecks.
An integration built for busy and scaling teams
This integration is built for teams managing 50 to 5,000+ devices—especially those who’ve outgrown spreadsheet tracking and manual follow-ups. If your team already uses ServiceNow (or is migrating soon), this is the next step in modernizing your operations.
You’ll benefit most if you’re looking to:
- Cut ticket handling time and redeploy IT staff to more strategic work
- Improve uptime, with faster mean-time-to-resolution (MTTR) for common device issues
- Ensure clean, compliant asset records across regions, departments, and cost centres
- Gain cost visibility and better budget control through real-time data sync
This is especially valuable for companies in retail, logistics, healthcare, and field service, where delays, data gaps, and hardware errors impact customer experience.
From retail to logistics, this workflow works everywhere
To help get your wheels turning about how to use the ServiceNow + AiM integration, we’ve created two hypothetical case studies for the retail and logisics industries.
Retail: Managing a new store roll-out
A national retailer with over 300 locations needs to deploy updated iPad POS kits across its network.
With the ServiceNow integration and PiiComm’s Lifecycle Management service line, store managers simply have to submit a ticket in ServiceNow requesting a “new POS kit,” and AiM handled the rest.
Each request us read, validated, and fulfilled same-day—complete with pre-staged devices and location-specific configurations. What once took three days of coordination and manual setup was reduced to a single automated workflow.
Even better? Finance teams are automatically charged to the correct cost centre, and IT didn’t lift have to lift a finger.
Logistics: Break/fix replacement in the field
A logistics provider managing 2,000+ handheld scanners across multiple depots faces frequent delays with device repairs.
When a depot flags a cracked scanner at 10 a.m. on a Friday via ServiceNow, AiM instantly issues a return label, pulls a spare from the correct inventory pool, enrols it via MDM, configured it to the required field specs, and has it shipped by 4 p.m.
The depot avoids lost shifts, the user stays productive, and the inventory and licence counts stay perfectly aligned—all without a single spreadsheet or follow-up email.
One Connection, endless time savings
When you connect ServiceNow to PiiComm’s AiM platform, you’re not just streamlining device requests. You’re unlocking a faster, cleaner, and more scalable way to manage your entire mobile fleet.
Tickets move faster. Teams stay aligned. And your help desk finally runs at the speed your business needs.
Want to see how it works in your environment? Contact our sales team to learn more about the ServiceNow integration and how it can fit into your mobile device lifecycle strategy.