In a modern IT infrastructure, automating the user onboarding and laptop provisioning process is essential for efficiency, security, and scalability. By integrating ServiceNow’s Service Catalog with Autopilot v2 and Microsoft Intune, organizations can achieve seamless automation, reducing manual effort and ensuring a consistent user experience.
Key Components of the Automation
- ServiceNow Service Catalog – A self-service portal where new employees or IT admins can request a laptop.
- Microsoft Intune – Endpoint management solution that deploys and configures devices.
- Windows Autopilot v2 – A zero-touch provisioning service that prepares and enrolls new devices automatically.
Workflow Overview
The automation process consists of the following steps:
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User Requests a Laptop via ServiceNow
- A user or IT admin submits a laptop request in the ServiceNow Service Catalog.
- The request triggers an approval workflow (if required).
- Once approved, a record is created in ServiceNow Asset Management and Configuration Management Database (CMDB).
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Triggering the Provisioning Process
- ServiceNow invokes a workflow that sends device provisioning details to Microsoft Intune and Windows Autopilot v2 using REST API calls.
- Autopilot automatically assigns the device to the user based on the request data.
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Device Enrollment via Autopilot and Intune
- When the user powers on the laptop for the first time, Autopilot fetches its details from Intune and enrolls it automatically.
- Pre-configured profiles (such as security policies, applications, Wi-Fi settings, BitLocker, and compliance policies) are applied.
- The user logs in with their Azure AD credentials, and the device is ready to use.
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Post-Provisioning Configuration & Asset Updates
- Once provisioning is complete, ServiceNow updates the CMDB with the laptop’s serial number, user details, and compliance status.
- The assigned user receives an email confirmation with setup instructions and company policies.
Technical Implementation
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Integration Between ServiceNow and Intune
- Configure Microsoft Graph API in ServiceNow to interact with Intune.
- Use ServiceNow Integration Hub or a custom REST API workflow to send provisioning requests.
- Automate ticket creation and tracking using ServiceNow’s Flow Designer.
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Autopilot and Intune Configuration
- Ensure that devices are registered in Autopilot using OEM pre-registration or manual hardware ID upload.
- Define Intune Enrollment Profiles, including security baselines and corporate applications.
- Assign Dynamic Groups in Azure AD to automatically match new users with their requested laptops.
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CMDB Synchronization
- Use Intune Data Connector or API calls to sync device status back to ServiceNow CMDB.
- Automate compliance checks and trigger support workflows in case of failures.
Benefits of This Automation
- Zero-Touch Deployment – New employees receive fully configured laptops without IT intervention.
- Improved Compliance – Ensures devices meet company security and compliance standards from day one.
- Real-Time Tracking – ServiceNow provides visibility into provisioning status and asset details.
- Reduced IT Workload – Eliminates manual device setup and tracking.
By leveraging ServiceNow Service Catalog, Microsoft Intune, and Windows Autopilot v2, enterprises can create an end-to-end automated onboarding experience that is fast, secure, and scalable. 🚀