Device as a Service (DaaS) | Overview

Introduction

Device as a Service (DaaS) is an innovative subscription-based model that allows businesses to effectively manage their hardware needs while outsourcing IT support. This model enables customers to lease various devices such as PCs, laptops, mobile phones, and more. During the duration of the lease, the service provider is responsible for overseeing the entire lifecycle of these devices, which includes managing device orders, repairs, replacements, and disposal.

The DaaS model is supported by the Now Platform, offering service providers an extensive lifecycle management toolkit tailored to streamline DaaS operations. Hardware asset management capabilities within the platform feature enhanced workflows designed specifically for handling customer accounts. This set of workflows encompasses various functions, including:

• Inbound Asset Order Fulfillment: Ensuring that customer orders are fulfilled efficiently and correctly.
• Return Merchandise Authorization (RMA) Response: Automating the repair or replacement process for hardware when a customer submits an RMA request.
• Inventory Repair Flow: Providing a low-code option to repair assets either on-site or off-site, thus extending the assets' useful lives and maximizing investment returns.

To further improve the efficiency of DaaS operations, users have access to a mobile agent application that allows them to pick inventory and locate items using indoor maps, among other features.

All these components are seamlessly integrated into a user-friendly DaaS provider view found in the hardware asset workspace. Asset managers have the ability to monitor and manage all DaaS activities from a single platform. The overview tab highlights critical actions that require attention and provides a summary of tasks that can be filtered by DaaS account. Additional tabs showcase inbound asset orders, RMA orders, and repair order lines. Managers can also refresh, configure, filter, and export various lists, enhancing the overall user experience.

With the integration of workflows for inventory picking and indoor maps, the DaaS solution on the Now Platform equips service providers with the necessary features to optimize their operations, improve efficiency, and maximize asset utility.

For additional information, interested parties are encouraged to explore our product documentation, knowledge base, or participate in discussions in the ServiceNow community.

Keywords

• Device as a Service (DaaS)
• Subscription-based model
• Hardware asset management
• Asset order fulfillment
• RMA response
• Inventory repair flow
• Mobile Agent app
• Indoor maps
• DaaS provider view
• Service providers

FAQ

What is Device as a Service (DaaS)?
DaaS is a subscription-based model that allows businesses to lease hardware and receive IT support from service providers.

What types of devices can be leased through DaaS?
Customers can lease various devices including PCs, laptops, mobile phones, and additional hardware.

What responsibilities do service providers have under a DaaS model?
Service providers manage device orders, repairs, replacements, and disposal for leased devices.

What workflows are included in DaaS operations?
Key workflows include inbound asset order fulfillment, RMA response for hardware repairs or replacements, and inventory repair flows.

Can asset managers monitor DaaS activities on a single platform?
Yes, the Now Platform offers a DaaS provider view that allows asset managers to monitor and manage all DaaS activities in one place.

Is there a mobile application available for DaaS operations?
Yes, users can access a mobile agent app that includes features for picking inventory and locating items with indoor maps.