Case Study

The City of Pleasanton’s Enterprise Technology Management Journey

The Challenges

The City of Pleasanton heavily relied on manual processes and spreadsheets to manage enterprise technology assets. This created several issues:

• A Subpar Customer Experience: Because of a lack of multi-channel service desk and asset management capabilities, the city faced challenges in providing an exceptional customer experience.
• Visibility and Integration Gaps: A significant gap in asset visibility remained, exacerbated by the reliance on spreadsheets and siloed technology management tools and data.
• Manual Audit Preparations: Audit preparations required highly manual workflows, demanding a significant amount of limited resources to compile data and reports.

The Outcomes

Oomnitza’s modern IT Asset Management solution has markedly enhanced the visibility and control of technology assets, offering:

• Elevated Inventory Controls: The city gained complete visibility into their technology assets, enabling dynamic tracking and effective lifecycle management.
• Streamlined Audit Preparation: Simplified IT audits and adherence to security benchmarks by leveraging Oomnitza’s direct access to reports and key data.
• Enhanced Security: A centralized, accurate asset inventory strengthened the city’s security posture, enabling quicker incident response times and proactive risk management.
• Increased Productivity: By automating workflows like employee offboarding, the city saved time and resources while improving financial efficiency.

Business Profile

About the City of Pleasanton

Pleasanton is a city in Alameda County, California, United States. Located in the Amador Valley, it is a suburb in the East Bay region of the San Francisco Bay Area. The population was 79,871 at the 2020 census. In 2005 and 2007, Pleasanton was ranked the wealthiest mid-sized city in the United States by the Census Bureau.

ITAM Enables an Always Audit-Ready, Secure IT Experience

The City of Pleasanton significantly improved its customer experience by implementing Zendesk’s service desk. However, manual processes and siloed tools created a significant visibility gap in IT inventory controls.

The city transformed its technology management by deploying Oomnitza’s modern IT Asset Management (ITAM) solution, enhancing asset visibility and process automation across the entire lifecycle from procurement to disposal.

Their implementation has streamlined audit preparations, providing immediate access to essential reports and simplifying the entire audit process. With Oomnitza’s Workflow Designer, they automate essential IT processes, such as offboarding, eliminating manual intervention and ensuring efficient task management.

The City of Pleasanton trusts Oomnitza as the definitive source for asset data, reducing costs by proactively managing maintenance contracts, identifying unnecessary SaaS expenses, and automating seasonal worker integrations.

The Impact of Tedious and Repetitive Manual Processes

Despite adopting Zendesk for their Service Desk, the City of Pleasanton still faced significant visibility issues in IT asset usage due to reliance on manual workflows.

Siloed Tools Lead To Reduced Productivity

Disjointed systems hampered the IT Director’s goal to monitor the lifecycle of the city’s assets.

Preparing For IT Audits was Very Time-Consuming

Their financial audits require significant data preparation, often extending over entire weekends to compile necessary information.

Improved Asset Management Needed To Enhance Security

The city’s annual cybersecurity risk assessment necessitated strict compliance with security standards, highlighting the urgency for improved asset visibility.

The Retailer’s Environment

• Microsoft Intune for endpoint management
• Tanium for endpoint management
• CrowdStrike for endpoint security
• Meraki for network infrastructure management
• Google Workspace on all Android devices

Leveraging ITAM to Automate Manual IT Processes and Manage Technology Assets

The City of Pleasanton has advanced their IT asset management through Oomnitza’s solution, replacing labor-intensive processes with streamlined asset management.

Simplifying Audit Preparation

Audit preparation is now straightforward, requiring only direct access to necessary reports from Oomnitza.

Optimized Service Desk Integration

The integration with Zendesk allows for real-time updates within service tickets, streamlining operations.

Reducing Costs with Modern Asset Management Technology

Oomnitza highlights areas for potential savings in software licensing and helps manage a substantial influx of seasonal workers while preventing waste.

No and Low-Code Process Automation

Oomnitza’s Workflow Designer has streamlined IT processes, like automated employee offboarding and asset tracking.

Enhanced Security With A Single Source Of Trust For Asset Data

The City of Pleasanton relies on Oomnitza as a central hub for asset information, playing a critical role in validating the authenticity of security alerts.

Automation That Delivered Immediate Results

The retailer reached out for assistance with the S2R Secure Offboarding Process, implemented fully within 10 business days, leading to significant cost savings and security improvements.