In the fast-moving world of cybersecurity, operational inefficiencies can be a major bottleneck. For Secureworks, a global cybersecurity leader with over 1,500 employees, managing IT asset recovery was a growing challenge. With a distributed workforce and an increasing number of remote employees, the process of reclaiming IT assets from offboarded staff had become complex, time-consuming, and reliant on manual tracking outside the company’s primary IT platform, ServiceNow.

Without a seamless system, Secureworks struggled with limited visibility, inefficient workflows, and administrative burdens that pulled IT staff away from core security initiatives. Seeking a solution that could automate asset recovery, provide real-time tracking, and integrate directly with ServiceNow, Secureworks turned to Onepak’s ReturnCenter App for ServiceNow—a move that would transform the company’s IT asset management.

Before implementing ReturnCenter, Secureworks relied on fragmented systems to manage IT asset returns. The process required IT personnel to manually track assets across spreadsheets and third-party tools, leading to inefficiencies and potential security risks.

Key challenges included:
• Lack of visibility – Tracking return status was cumbersome, delaying equipment redeployment.
• Time-consuming workflows – IT staff were pulled away from critical security tasks.
• Inconsistent record-keeping – Missing documentation increased compliance risks.

Without an automated, integrated solution, Secureworks faced unnecessary administrative burdens while trying to ensure security and compliance in remote asset recovery.

To eliminate these inefficiencies, Secureworks deployed Onepak’s ReturnCenter App for ServiceNow, an integrated solution that streamlined the asset recovery workflow. By bringing IT asset management directly into ServiceNow, Secureworks gained real-time visibility, automated workflows, and a centralized system for tracking and managing returns.

Key benefits of the implementation included:
• Automated asset recovery – IT teams could now schedule and track pickups within ServiceNow.
• Real-time tracking – A complete chain of custody ensured security and compliance.
• Centralized dashboard – A single interface in ServiceNow provided visibility into all returns.
• Operational efficiency – Manual processes were eliminated, reducing staff workload.

With these capabilities, Secureworks could now manage IT asset returns with greater speed, security, and accuracy.

The results were immediate and impactful. Secureworks was able to cut asset recovery workload in half, reducing the resources needed from two full-time employees to just one. The seamless integration also freed up IT staff to focus on higher-priority security initiatives rather than administrative tasks.

Kenny Luna, Secureworks’ Manager of Information Technology, said of the transformation: “With the ReturnCenter App for ServiceNow, we transformed a manual, time-consuming remote employee returns process into a streamlined, automated solution. It not only improved efficiency but gave us the visibility and control we needed to focus on more strategic projects.”

The Secureworks experience underscores a critical reality: as remote and hybrid work models expand, organizations must rethink how they manage IT asset recovery. A streamlined, integrated system can boost efficiency, enhance security, and reduce operational risks.

Key takeaways for IT leaders:
1. Automation is essential – Reducing manual effort minimizes errors and accelerates workflows.
2. Integration matters – Centralizing asset recovery within platforms like ServiceNow improves efficiency.
3. Security and compliance go hand in hand – A well-documented, trackable process mitigates risk.
4. Scalability is key – As workforces evolve, IT asset recovery solutions must adapt.

Secureworks’ adoption of the ReturnCenter App for ServiceNow demonstrates how companies can leverage technology to eliminate inefficiencies, enhance security, and scale IT asset recovery for the digital age. By integrating automation and visibility into its existing workflows within its ServiceNow instance, Secureworks set a new standard for IT asset management—one that other organizations can follow to streamline operations and reduce administrative burdens.

For companies seeking greater efficiency, security, and control, Secureworks’ success story highlights the power of strategic technology adoption—turning once-cumbersome processes into seamless, scalable solutions. Read the full case study at returncenter.com.