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Laptop Replacement Process — Steps I Followed

1️⃣ Raise an Incident: I raised an incident mentioning that my laptop wasn’t working, even after reimaging it. I attached video evidence showing the device freezing issue.

2️⃣ IT Review & Approval: The IT team reviewed the incident, created a replacement request on my behalf, and routed it for necessary approvals. No further action was required from my end at this stage.

3️⃣ Approval Notification: Once approved, I received an email confirming that my laptop replacement request had been approved.

4️⃣ Follow-Up Instructions: I then received another email with clear instructions to create two requests:

A Laptop Replacement Request in ServiceNow

A New Laptop Request in System Enablement

5️⃣ Submit Laptop Replacement Request: I created the Laptop Replacement Request in ServiceNow as instructed.

6️⃣ Submit New Laptop Request: After that, I raised the New Laptop Request in System Enablement, which was sent to the IT team for approval.

7️⃣ Post-Approval Instructions: Once my new laptop request was approved, I received an email from the support team outlining the next steps.

8️⃣ Submit Old Laptop:

If you’re at your base location, hand over the laptop directly to the IT team.

If you’re at a different location, courier the laptop and charger via DHL (Accenture’s delivery partner) to the address provided in the email. There’s no charge for this courier service.

9️⃣ Get DHL Acknowledgement: After submitting the laptop, collect an acknowledgement letter from the DHL team. Keep a personal copy for your records.

🔟 Collect New Laptop: Finally, visit the IT team at your base location with the DHL acknowledgement slip. Submit the slip and collect your new laptop.