End-User Device Lifecycle Management & Deskside Support in the Netherlands

ITAD Services On Site Dispatch

Client: Hybrid Deskside Support (Full Time + Weekly Requests)

Industry: Retail

Scope of Work:

  • Number of Countries Supported: 1 (Netherlands)
  • Number of Sites: 14 across The Netherlands

Focus Areas

This engagement focused on comprehensive end-user device lifecycle management and deskside support across multiple locations in the Netherlands. The scope combined fulltime onsite presence with a flexible, request-based model, covering laptop and desktop upgrades, asset lifecycle tracking in ServiceNow (CMDB), hardware catalogue maintenance, IMACD activities, and hands-and-feet support. All services were delivered within a defined weekday schedule of daily site visits from 09:00 to 17:00.

Project Overview

The customer required a partner to take full ownership of end-user hardware assets and
onsite support across 14 locations in the Netherlands. The environment was dynamic and
operationally demanding, with frequent device refreshes, upgrades, and moves, as well as
ongoing support needs for a large base of end users.

Fortitude Nicsa Global (FNG) was engaged under a hybrid model: a combination of fulltime
coverage and weekly request-based visits. The project covered the complete lifecycle
of end-user devices—laptops and desktops—from deployment and refresh through to
retirement, as well as deskside support for day-to-day issues. FNG’s role extended beyond
technical execution to include accurate asset tracking in the customers ServiceNow CMDB,
adherence to compliance standards, and coordination with multiple stakeholders.

FNG’s expertise and commitment to excellence were evident throughout the engagement.
By aligning resources at short notice, maintaining safety and process compliance, and
delivering consistently within the agreed schedule, FNG reinforced its reputation as a
reliable and efficient partner for our customer.

Project Objectives

The primary objective of the project was to provide a single, dependable partner to
manage all aspects of end-user device lifecycle and onsite support across the customers
Dutch locations.

This included:

Maintaining accurate asset information in the customers ServiceNow CMDB
through all lifecycle stages—deployment, replacement, refresh, and retirement.

Managing and updating the hardware SKU catalogue to align with the
customers standards and approved configurations.

Coordinating and executing hardware and approved software deployments in
line with internal policies and change windows.

Ensuring workstation compliance with the Software Compliance Policy and
reporting any lost assets or security-related concerns.

Providing professional, user-facing support onsite, including hands-and-feet
assistance, IMACD activities, and peripheral installation.

Operating within a fixed support window of 09:00–17:00 on weekdays, with
daily site visits as required by the schedule.

The primary objective of the project was to provide a single, dependable partner to
manage all aspects of end-user device lifecycle and onsite support across the customers
Dutch locations.

Execution & Service Delivery

FNG deployed skilled deskside engineers across the 14 sites under a hybrid delivery
model. Some locations required regular, predictable presence, while others were serviced
based on weekly or ad-hoc requests. All activities were coordinated through a central
project management team, working closely with our customers local stakeholders.

A key element of delivery was the accurate and timely maintenance of the customers
ServiceNow CMDB. Each device upgrade, deployment, or retirement triggered an update
to asset records, ensuring that configuration, ownership, and location data remained
current. In parallel, FNG maintained the hardware SKU catalogue, aligning it with the
customers standards so that all new deployments and replacements followed approved
models and configurations.

Onsite, engineers performed a wide range of IMACD and deskside tasks: unpacking and
assembling end-user devices, installing supported peripherals, coordinating software
installations, and resolving day-to-day user issues. All work was carried out within the
agreed weekday window of 09:00–17:00, with daily site visits scheduled according to the
latest requirements.

Despite frequent last-minute changes—such as schedules being shared on Monday for
the entire week, or even at the last moment—FNG’s project management team
consistently realigned resources. In some cases, engineers were assigned to two half day
visits at different sites on the same day. Even under these conditions, FNG
maintained service quality and ensured that user impact was minimised.

Challenges & Solutions

One of the main operational challenges was the fluid nature of the schedule. Daily or weekly
plans were sometimes shared at very short notice, requiring rapid reallocation of engineers
and careful routing between sites. The need to cover multiple locations in a single day, often
with half-day commitments at different sites, added complexity to planning and execution.

FNG addressed this through tight project coordination and a flexible resource model. The
central project management team monitored incoming requests, adjusted assignments in
real time, and ensured that each site received the required coverage within the agreed hours.
This responsiveness allowed the customer to adapt to changing business needs without
sacrificing service quality.

On the technical side, maintaining CMDB accuracy and compliance in a constantly changing
environment required discipline and process maturity. FNG implemented clear procedures
for updating ServiceNow records at every lifecycle event, ensuring that asset data, hardware
SKUs, and compliance status remained trustworthy and audit-ready.

Performance & Outcomes

Over the course of the engagement, FNG delivered a stable, predictable deskside
support function for the customer across all 14 sites. Devices were upgraded and
deployed in line with plan, users received timely onsite assistance, and asset records in
ServiceNow remained accurate and up to date.

Key outcomes included:

Consistent delivery of daily site visits within the 09:00–17:00 weekday window,
even when schedules were adjusted at short notice.

Improved visibility and control over end-user hardware assets through accurate
CMDB updates and maintained SKU catalogues.

Reduced operational friction for the customers IT team, with FNG handling
IMACD, onsite support, and user-facing interactions.

Positive recognition from our channel partners leadership team for FNG’s
responsiveness and quality of resources.

Client Impact

By partnering with FNG, our channel partner gained a dependable, flexible partner capable
of managing end-user device lifecycle and deskside support across multiple sites in the
Netherlands. The combination of strong project management, skilled onsite engineers, and
disciplined asset management processes delivered a smoother, more controlled IT
environment for the end customers users.

The VP of our Channel Partner expressed high satisfaction with the engagement and
specifically appreciated the team’s immediate actions and the quality of skilled resources
provided. This feedback underlined FNG’s ability not only to execute technically, but also
to respond quickly and professionally in a dynamic, real-world environment.

The successful delivery of this project demonstrates FNG’s capability to manage complex,
multi-site deskside operations under a hybrid model—balancing full-time presence with
flexible, request-based support—while maintaining high standards of accuracy, compliance,
and customer satisfaction.

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