The Challenge

For his U.S. retailer, a government-affiliated organization, cost-efficiency is a strategic priority—particularly in the management of its extensive IT asset portfolio.

In 2018, an unexpected IBM audit led to a substantial financial penalty, threatening both employee job security and the overall stability of the business. At the time, the organization had a limited IT Asset Management (ITAM) function and minimal awareness of its strategic importance.

To address this critical gap, the organization partnered with Anglepoint, a recognized leader in the Gartner® Magic Quadrant™ for SAM Managed Services, to establish a credible and proactive ITAM program. The focus was on delivering value across people, processes, and technology—while optimizing investments in existing platforms such as ServiceNow.

Over the past six years, this partnership has matured in line with the retailer’s evolving needs, laying the foundation for long-term ITAM success.

The Solution

In 2018, the retailer engaged Anglepoint’s expertise following a substantial fine resulting from an IBM audit. With a limited in-house ITAM capability, the organization turned to Anglepoint to help renegotiate its IBM contract and reduce the associated penalties. Anglepoint swiftly and successfully restructured the agreement, significantly lowering costs and mitigating immediate financial risk.

Building on this initial success, Anglepoint was subsequently entrusted with developing ITAM solutions and building a program from the ground up. This included implementing best practice ITAM processes while driving a cultural shift within the organization—educating directors, subject matter experts, and managers on and embedding the principles around proactive IT asset management.

The first step involved gaining a deep understanding of the organization’s existing environment, operational workflows, resource capacity, and strategic priorities. The client’s objectives were clear: drive value across three critical pillars—people, processes, and technology. In response, Anglepoint crafted ITAM solutions focused on proactive management and scalability to deliver cost-efficiencies across the organization.

Working collaboratively, Anglepoint helped the retailer establish a managed services program targeting its highest-risk and highest-spend software publishers. This initiative introduced a structured approach to identifying software assets, maintaining compliance, and managing licensing more effectively—ultimately enabling cost control and risk reduction.

As the ITAM program matured, Anglepoint expanded its scope to include Hardware Asset Management (HAM) and tooling—ensuring a holistic view and management of all IT assets across the organization.

To further support the program, Anglepoint developed and deployed automated dashboards for both software asset management (SAM) and hardware asset management (HAM), providing real-time visibility into asset-related risks and operational performance. These tools empower the ITAM team to deliver timely, data-driven insights to leadership.

A key enabler of this success was the optimization of ServiceNow, a platform the retailer had in place prior to engaging Anglepoint. Anglepoint implemented ServiceNow SAM Pro, provided more than 60 hours of training, developed a best-practice guide for importing entitlements, and integrated the system with key software vendors including Adobe and Salesforce. Additionally, more than 1,000 hours of ServiceNow Discovery support were delivered to enhance data accuracy and system functionality.

Anglepoint’s investment in developing the retailer’s internal capabilities has been a defining aspect of the partnership. At the outset, awareness of ITAM’s value was limited. Through targeted training initiatives—including sessions on Certified Software Asset Manager (CSAM), SAM, Oracle licensing, software audit readiness and contract renewal planning—Anglepoint has elevated ITAM’s importance by being able to drive cost savings and mitigate risk across the organization. Several team members have also achieved Certified Hardware Asset Management Professional (CHAMP) accreditation, reinforcing the organization’s ITAM maturity.

This comprehensive and collaborative approach has not only delivered measurable outcomes but has also resulted in a cultural transformation—embedding proactive ITAM solutions as core pillars of operational excellence.

Results

• A mature ITAM program: The right combination of technology, processes, and people resulted in a comprehensive and mature ITAM program delivering a 300% ROI
• Cost-efficiency: Over the course of the six-year relationship, this organization mitigated its risk, realized cost savings of $30M and avoided $37M in costs
• A shift in internal culture: With a significant investment and focus on training, Anglepoint ensured the organization understands the merits of proactive approach to ITAM from the top-down
• A long-term, trusted partnership: After working together for six years, this client gained a trusted partner with a unique understanding of its business.