On Freshworks - Freshservice ITAM and Discovery
Know what you own, what it costs, and what it breaks.
Freshservice discovers hardware, software, cloud and SaaS, then builds a CMDB that maps how they connect. We make sure what lands in it is accurate, that it answers the licence and audit questions you're actually being asked, and that it's still true a year after we leave.
Week 1
Coverage, licence and data-quality baseline delivered
Hardware to SaaS
Discovered on one schedule, reconciled into one record
3 gates
Go / no-go control at every phase boundary
Where the money goes
You're paying for software nobody opens.
Every organisation past a certain size is paying for licences nobody uses, has bought the same capability twice in two departments, and renews contracts on a date somebody found in an inbox. Cloud and SaaS spend grows outside the asset list entirely, because nobody had to raise a purchase order to start it.
The asset list isn't wrong so much as stale. It was accurate on the day it was imported and has drifted every day since. Agents stop reporting and nobody notices, because nothing in the working week depends on them still running.
- Licences paid for and never assigned, or still assigned to people who left.
- The same capability bought twice, by two teams, on two contracts.
- Renewals and warranty expiries discovered after the date rather than before it.
- Cloud and SaaS growing faster than anyone is recording it.
Four committed outcomes
Costed, answerable, audit-ready, and maintained
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Costed
A licence position you can act on: what you own, what's assigned, what's dormant, and what renews next quarter, with the duplicates named.
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Answerable
What breaks if this goes down, and where that vulnerable version is running, answered from recorded relationships rather than from memory.
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Audit-ready
Evidence you can put in front of a software vendor or an auditor, each record carrying the source that produced it and the date it was last seen.
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Maintained
Ownership, lifecycle states and drift reporting handed over, so the accuracy survives the engagement instead of decaying after it.
The work itself
How the data gets accurate, and stays accurate.
Most pages on this subject stop at the words "automated discovery". The accuracy comes from the decisions underneath it, so here is the actual work.
Discovery is easy to switch on and easy to get wrong. An agentless probe reaches only what it has credentials and network access to reach, and returns nothing at all for the rest without ever announcing the gap. An agent reaches the laptops that never touch the corporate network, but only once it's packaged and delivered through the tooling you already run.
Then the sources disagree. Your directory, your endpoint management tool and the platform each hold a different version of the same machine. Reconciling those into one record, and deciding which source wins for which field, is the difference between a CMDB people trust and a list they argue with.
- Probe placement, service accounts, network segments and firewall rules agreed before any scanning starts.
- Agents packaged and deployed through Microsoft Intune, SCCM or Jamf, using the delivery route you already have.
- Directory, endpoint management and cloud sources reconciled, with a named source of truth for each field.
- Duplicates and orphans resolved and naming normalised, so one machine is one record.
- Relationships modelled deliberately, rather than accepting whatever discovery happens to infer.
- Ownership, lifecycle states and drift reporting assigned before we hand over.
How it runs
Three gated phases, then extend
A short, senior-led path from an agreed model to asset data your change process and your finance team will both rely on.
- Phase 1
Model and scope
CMDB model agreed, discovery scope, credentials and access confirmed, licence baseline captured.
- Phase 2
Discover and reconcile
Probes and agents deployed, sources reconciled, duplicates and orphans resolved.
- Phase 3
Relate and govern
Relationships mapped and reviewed, ownership assigned, data-quality rules live.
- Next
Extend
Software licence position, contract and warranty tracking, or service health built on the foundation.
We agree the model before we populate it. Filling a CMDB first and structuring it afterwards is the most common reason asset data stops being trusted, and by far the hardest thing to unwind later.
Who it's for
For teams being asked questions their asset list can't answer
- Freshservice customers with an asset list nobody trusts
- IT Directors, Asset and Configuration Managers, Service Owners
- Teams facing a software audit or a renewal decision
Traceable, not asserted
Every record carries the source that produced it and the date it was last seen, so stale data is visible rather than silent.
Modelled before populated
Structure is agreed up front. Importing first and modelling later is how asset lists become something nobody consults.
Accuracy that outlives us
Ownership, lifecycle rules and drift reporting handed over, so the data is still right a year from now.
Where it leads
The foundation the rest of the platform stands on
Accurate asset and relationship data is what makes operations, AI and service reporting worth switching on. It is almost always the right first move.
Freshservice ITOM
Alerts mapped to the services they affect, which only works once the relationships beneath them are real.
Explore ITOM Check firstFreshservice Health Check
An evidence-led read of your current configuration before you extend it, whoever implemented it originally.
Explore the Health Check Add AIFreddy AI Activation
Agents answer better when the asset and service data behind the question is accurate.
Explore ActivationReady to find out what you're paying for? Let's talk.
Bring your current asset list. We will tell you what it is missing before you commit to anything.