SanDiego HAM CIS Exam

How does an end user determine what consumables they have consumed? A. Navigate to Self-Service > My Consumables B. Navigate to Self-Service > My Assets C. Navigate to Asset > Hardware Asset Dashboard D. Navigate to Self-Service > My Hardware Asset Dashboard

B?

Which plugins for asset management functionality are inactive by default? (Choose three.) A. Expense Line B. Hardware Asset Management C. Procurement D. Depreciation E. Cost Management F. My Assets

BCE (need to verify)

What information should be tracked in an asset record? (Choose two.) A. Physical resources B. Financial information C. Operational details D. Contractual information E. Logical relationships

BD

When viewing the Model Management tab of the Hardware Asset dashboard, you see that several models are reported as Match Not Found. What are potential causes of this? (Choose three.) A. You have opted out of the Content Service B. The content is not available from the Content Service C. Your model form contains a good Model number, but a bad model Name D. Something on your model form may be badly formatted E. The content has not been downloaded from the Content Service

BDE? The normalization process could not match any of the three key fields of the hardware/consumable model with a rule in the Hardware Library. In this case, all of the key fields are editable and once the information is added, the normalization status is changed to Manually Normalized. Match Not Found status could occur if a normalization rule for the hardware does not exist. For example, if the organization created custom hardware specific to their organization. These are the items that are sent to the ServiceNow Content Service team for review when you opt-in to that process.

To efficiently maintain security, users should be assigned to groups and roles should be assigned to those groups. (T/F)

T

What happens if you create an Asset before a CI

The CI is given a name based on the model. This means the name cannot be used to uniquely identify the CI to update. Need information that makes the asset or CI unique, such as asset tag, so the updated information merges with the existing record.

How can you automate the replenishment of stock levels? A. Transfer Rules B. Transfer Orders C. Stock Filters D. Stock Rules

D

What field must an agent complete when resolving an incident in order for the HAM asset tasks to automatically update all configuration item (CI) and asset records associated to the Incident? A. Asset and CI Action B. Asset-CI Task Action C. Asset Task Action D. Asset Action

D

What is the third tier of the capability blueprint? A. Practical management B. Strategic conformance C. Trustworthy data D. Operational integration E. Financial management

D

When disposing of an IT asset through a vendor, what documentation should be attached to the retired asset's record as proof of adherence to environmental, regulatory, and legal requirements? A. Certificate of discharge B. Certificate of decommission C. Certificate of destruction D. Certificate of disposal E. Certificate of retirement

D

Within your hardware asset management program, what is/are typically overlooked until it/they impact performance, upgrade time, and/or usability?

data management & hygeine

Good Data

dependable (consistent/accurate) reliable (validated) credible (believable) transferable (useful)

Two methods to verify a CI

1. Create Asset 2. Merge CI

During hardware model normalization, a hardware asset is set to a normalization status of, "Partially Normalized". What is the most likely cause? A. The model name is missing from the hardware model record. B. The model number is missing from the hardware model record. C. The model product is missing from the hardware model record. D. The model manufacturer is missing from the hardware model record.

? C per solution guide

What is the default state of a newly created asset? A. In use B. Consumed C. On order D. In stock

A

When a hardware asset is retired (e.g., a server), what happens to any existing software allocations on that asset? A. The software allocations remain with the hardware asset and need to be reclaimed manually. B. The software allocations are automatically returned back into inventory. C. The software allocations are removed from the asset, but not returned to inventory. D. The behavior is controlled by the configurable system property glide.ham.retire_reclaim_sw(). E. The behavior is controlled by the configurable system property glide.ham.retire_sw().

A

When using transfer orders to move multiple assets from a single stockroom to another, how should each asset be listed? A. Each asset should be listed as a transfer order line on the transfer order B. Each asset should be listed in a transfer order task on the transfer order C. Each asset should be listed as a transfer order line on the transfer order task D. Each asset should be listed in an individual transfer order

A

Which mobile app allows the user to conduct an inventory audit? A. ServiceNow Agent mobile app B. Mobile My Inventory C. Mobile Hardware Asset Management D. Mobile My Assets E. ServiceNow Inventory mobile app

A Requirements: Hardware Asset Management ServiceNow Agent mobile app Role required: asset

The Stock Rule Runner scheduled job replenishes stock in a stockroom__________. A. When stock is less than the threshold specified in the stock rule B. By creating a purchase orders to restock from other stockrooms C. By creating transfer orders to restock from other stockrooms D. By notifying the stockroom manager of new transfer orders

A and C are both true? If the stock goes below the defined threshold, the stock rule runs to either create a transfer order or create a purchase order to replenish the stock level. These actions occur through a daily scheduled job, Stock Rule Runner: Create a task assigned to the stockroom manager to create a purchase order Create a transfer order to restock from another stockroom

Which of the following are valid substates of the Retired state? (Choose four.) A. Disposed B. Donated C. Vendor Credit D. Destroyed E. Pending Disposal F. Sold

A. Disposed F. Sold B. Donated C. Vendor Credit

During normalization, what is the most common cause for hardware models to generate a status of Match Not Found? A. Missing transform map B. Plugin issues C. Invalid transform map D. Missing data

A? Match Not Found status could occur if a normalization rule for the hardware does not exist.

Assets can be scanned and created in ServiceNow via the Agent mobile application in which scenarios? (Choose two.) A. Create a single asset via barcode scan B. Receive one or multiple assets from a purchase order C. Create multiple assets listed on a contract PDF scan D. Create a single asset via Name search

AB

What are baseline asset states? (Choose three.) A. In Stock B. Consumed C. Retired D. Duplicate E. Exported

ABC

What fields does the ServiceNow Content Service normalize or enrich? (Choose four.) A. Lifecycle B. Device type C. Manufacturer D. Memory E. Asset tag F. Hardware model

ABCF Asset Management Hardware Model Normalization enables users to normalize the details, such as manufacturer, product, model, and device type, of your hardware and consumable models. Data from the models is compared against the data in the Hardware Model Normalization Content Service.

What is the difference between ITAM personas and ITAM Roles? (Choose four.) A. A user may have multiple roles, but a single persona B. Roles control access to features in the product C. Personas represent types of users of the product D. Personas control access to features in the product E. Roles represent types of users of the product F. A user may have multiple roles and personas

ABCF (all but DE) Personas represent important classes of potential users of a product, A user may have multiple roles and multiple personas, Roles control access to features, A user may have multiple roles but single persona

Which catalogs support the request and procurement process? (Choose three.) A. Product Catalog B. Vendor Catalog C. Asset Catalog D. Service Catalog E. Procurement Catalog

ABD

Which of these tables are installed with Hardware Model Normalization? (Choose three.) A. Device Type B. Hardware Manufacturer C. Hardware Normalize Key D. Hardware Model Library E. Device Name

ABD All tables installed w normalization per Docs: Device Type Lifecycle Definition Manufacturer Model Library Normalization Map Product

Which values does the "Asset tracking strategy" field provide to affect individual models? (Choose three.) A. Create consumable asset B. Don't create assets C. Merge CI D. Leave to category E. Create assets

ABD Leave to category: Behavior of assets and CIs of this Model are based on the configuration of the Model Category. Create consumable asset: This option allows you to treat this model as a consumable rather than an individually tracked asset. This capability is useful in situations such as printers, where you may have some more expensive printers that you track as individual assets, but perhaps have some low-end printers that you just want to track as consumables. Set this option for the models you want to track as consumables. Don't create assets: Do not create assets for CIs of the current model. This is useful for models that you know your company does not purchase.

Hamm is a member of the Asset Managers group which has the ham_admin role assigned to it. Based on this role alone, which of the following operations can Hamm perform? (Choose four.) A. Revert normalization results B. Create and delete asset records C. Create purchase orders D. Create flows E. Import assets F. Add Service Catalog entries

ABDE

A component is considered an IT asset vs. a configuration item (CI) when you want to do which of the following? (Choose three.) A. Manage its procurement, maintenance, or retirement B. Track its operational information C. Track its monetary value or costs D. Manage its associated license, warranty, or lease contracts E. Know its relationships to other assets in the CMDB

ACD

Which of the following are considered assets? (Choose three.) A. Facilities B. Contracts C. Hardware D. Software entitlements E. Software distributions

ACD

Expected outcomes of IT asset management (ITAM) include which of the following? (Choose three.) A. Integrates with business services via the Service Catalog from request through to disposal B. Leverages IT Service Management (ITSM) to manage the lifecycle of assets as they pass through their useful life as configuration items (CIs) C. Provides input into, aligns with, and follows corporate governance D. Improves application privacy and security adherence E. Leverages Service Mapping to predict service impact

ACE (need to verify)

You may adjust a contract when it is in which of the following states? (Choose two.) A. Active B. Extended C. Canceled D. Expired E. Renewed

AD When you Adjust the end date of a contract to extend it, the end date of any associated asset(s) changes to match the new contract end date. All other contract dates, including notification dates, are recalculated automatically based on the new end date. You can extend a contract that meets the following conditions: State is Active or Expired Substate is None or Rejected

What are the three types of catalogs in ServiceNow? (Choose three.) A. Product Catalog B. Consumable Catalog C. Asset Catalog D. Vendor Catalog E. Service Catalog

ADE

What enables you to automate and create asset records for when your assets are in transit?

ASN

Three true statements regarding how hardware model normalization works

Aligns assets under common display name (manufacturer + product name + model number) Incorrectly unchecked Compares data with ServiceNow Content Library to standardize values Content Library automatically populates manufacturer lifecycle data

HAM Dashboard tabs

Asset Helth- defective/missing/aging/not disc 30d Model Mgt- normalx & EOL Procurement- POs, orders, expenditures Inventory- stock orders, rules, transfers, loaners EOL- warranty & lease expiration, disposal status & method

What is the default display name for an asset? A. An automatically generated combination of serial number and model category B. An automatically generated combination of asset tag and model C. An automatically generated combination of serial number and model D. An automatically generated combination of asset tag and model category

B

What is the process of restructuring data to maintain consistency? A. Integration B. Normalization C. Discovery D. Service Mapping

B

What happens to the associated assets when you cancel a transfer order line on a transfer order? A. The asset(s) on the order line are released, but their state remains Pre-allocated B. The asset(s) on the order line are released and they can be attached to another transfer order C. All assets on the transfer order are released, but their state remains Pre-allocated D. A transfer order line cannot be cancelled once it is in a state of Ready for fulfillment E. All assets on the transfer order are released and they can be attached to another transfer order

B Cancellation of an order line releases the asset; cancellation can be performed until the asset ships Deletion of a transfer order releases all assets on the order, and is only available until the order is flagged as Ready for fulfillment

When a stock manager receives a new delivery of consumables, what happens if all the following fields match another record in the stockroom?• Assigned to• Model• Model category• State• Stockroom• Substate A. The stock manager must create a separate model record if the cost per item is more/less B. The data is automatically merged to create a blended quantity and cost C. The data is automatically created in a new record if the cost per item is more/less D. The stock manager must merge the consumable records to create a blended quantity and cost

B Merging consumable records When receiving new consumables into a stockroom, if all of the following fields match, the data merges to create a blended quantity and cost: Model category Model Stockroom / location Assigned to State Substate

To perform hardware model normalization, which three fields from the hardware model record are used to set the normalized display name? A. Name, Asset tracking unit, Model number B. Name, Manufacturer, Model number C. Asset tracking unit, Manufacturer, Model category D. Asset tracking unit, Manufacturer, Model number E. Name, Device type, Model category

B checked demo instance, but verify

Which ServiceNow role enables the user to perform actions related to incident, problem, change, and configuration management? A. procurement_user B. inventory_admin C. itil D. discovery_admin E. asset

C

Which is NOT a component of a hardware asset's lifecycle? A. Dispose B. Request C. Consume D. Procure E. Receive

C

Once the content update adds hardware lifecycle data to your instance, can it be deleted? A. Yes, it can B. No, it cannot unless the lifecycle stage is EOL C. No, it cannot D. Yes, it can be deleted or deactivated

C If a content update adds lifecycle data, it cannot be deleted from the hardware/ consumable model, but you can deactivate it. Any lifecycle data that is added as part of a content update will have the source set to ServiceNow.

When transferring non-consumable assets between stockrooms, how must they be transferred? A. In sets of two items B. No more than 10% of the source stockroom's inventory C. As a single entity with a quantity of one D. In groups of ten items

C If an asset is consumable, it can be transferred, and the quantity can be greater than one; consumable parts are tracked by the system qualitatively If an asset is non-consumable, it must be transferred as a single entity with a quantity of one

With regard to Contract Management notifications, what is the most important contract dale to be aware of? A. Extend date B. Renew date C. Expire date D. Start date

C One of the most important aspects of contract management is to be aware when the contracts are due to expire so you can determine whether to renew, adjust (e.g., extend), or let the contract expire.

What are the three tiers of Lifecycle Management? (Choose three.) A. Know what you don't have B. Increase onboarding controls C. Know what you have D. Improve management controls E. Improve efficiency

C D E

What is the global standard for product recognition used during hardware model normalization? A. IAPSO B. UPC C. UNSPSC D. ECCMA E. NIGP

C UN Standard Products Services Code

When activating Hardware Asset Management (HAM) in an instance already running Field Service Management (FSM), how do you configure asset tasks for existing incident, change, and work order flows? A. No configuration is required: asset tasks automatically activate behind the scenes B. Activate HAM, then run scheduled job "Asset - Create FSM asset tasks" to insert the asset tasks C. Activate HAM and then re-run the scheduled FSM jobs D. Stop the scheduled FSM jobs, activate HAM, then restart the scheduled FSM jobs

C?

What are ways to measure trustworthy data? (Choose four.) A. Sustainability B. Plausibility C. Credibility D. Dependability E. Transferability F. Reliability

CDEF Reliability, transferability, credibility and dependability

Inventory audit results provide easy visibility into the reconciliation of scanned assets to the existing inventory. What audit statuses are displayed as part of the results? (Choose four.) A. Scanned B. Not found C. New D. Scanned and not expected E. Scanned and expected F. Expected and not found

CDEF scanned & expected scanned & not expected expected not found new excluded from HAM

The Hardware Asset Management (HAM) application expands baseline ITSM Asset Management with which features? (Choose three.) A. Mobile Asset Receiving B. Mobile My Assets C. Hardware Model Normalization D. Hardware Asset Dashboard E. Stockrooms F. Asset & Model Records G. Asset Inventory Audit

CDG

The ServiceNow Agent app enables asset managers to perform what functions? (Select three.)

Capture asset inventory located in a specific stockroom Receive assets against open purchase orders Perform automatic asset disposal scanning

Consumable Model & Model Category

Category: Consumable (generic for all) Model: Item specific

Stockroom types

Central Warehouse Warehouse Pick Up/Drop Off (PUDO) Forward Shipping Location (FSL) On site (i.e., local stockroom)

What feature does the Hardware Asset Management (HAM) application use to fully normalize hardware models? A. Transform mappings B. Mapping assist C. Normalization transformation D. Normalization mappings E. Transform normalization

D Normalization mappings are aliases developed by our Content Curation Team to match disparate values in matching criteria

When creating a list report that groups all assets by product model, which table is used? A. alm_asset B. alm_model C. alm_model_category D. alm_hardware

D assume alm_hardware since we're talking about HAM, but technically alm_asset would group "ALL assets"

Any normalization that has occurred on a model can be reverted by using this feature. A. Normalizations cannot be reverted B. Rollback Normalization Business Rule C. Undo Normalization Scheduled Job D. Revert Normalization UI Action

D confirmed via demo instance

What information would you track for a configuration item (CI) versus an asset? (Choose two.) A. Financial B. Lifecycle C. Contractual D. Operational E. Relationship

DE

default asset classes

Hardware, Consumable, License, and Facility

Which plugins are active by default in the baseline ServiceNow system? (Select four.)

ITSM Asset Mgt Contract Mgt My Assets Depreciation

Which are goals of hardware asset management?

Improve productivity Optimize costs Provide financial reporting Support decision making

Once a bundled model is set to _________, it is static.

In Production

Merge CI

Merge the CI record with another CI has an associated asset Used in situations where an asset and CI were created separately but reference the same device.

When creating a new asset record, what two fields are mandatory/required?

Model Category & Model

6 Normalization Status

New Normalized (fully- manuf/product/model) Partial Normalized (manuf/product) Manufacturer Normalized (only manuf) Manually Normalized (manual entry on part/manuf normz) Match not Found (all fields editable)

basic list of assets that are also CI's

Servers Workstations / Desktops Enterprise network HW / appliances SAN Enterprise & local storage devices

3 catalogs

Service- products & services for end users Product- HW & SW models that appear in svc catalog Vendor- list of vendors & products each provides

Model Categories

The model category configuration determines if the ServiceNow platform creates an asset from a CI, and, if so, what class of asset. Asset classes in the base Asset Management system are Hardware, Consumable, License, and Facility. CI classes have a one-to-one relationship with model categories; asset classes do not. Therefore, you need to specify a model category when you create a new asset.

create a bundle

To create a bundled model, navigate to Product Catalog > Product Model > Bundled Models and click New. Required roles: model_manager and asset

A hardware model can be in one or more hardware model categories. T/F

True

Create Asset

Verifies the CI and creates the asset. Deselects Requires verification flag from CI record

What does Enforcing CI Verification do

When activated on a specific model category, assets will not be created for new CIs in that model category UNTIL there are verified.

Merge Consumables records

When receiving new consumables into a stockroom, if all of the following fields match, the data merges to create a blended quantity and cost: Model category Model Stockroom / location Assigned to State Substate

What is the purpose of the strategic conformance tier of the capability blueprint?

achieve best in class

What is the role required to view the Hardware Asset dashboard?

asset

What is the role required to view the Hardware Normalization Overview dashboard?

asset

When providing resolution information for an Incident, Change, or Work Order, you must enter the ___________ for the Affected CI in order to trigger the appropriate asset task behind the scenes.

asset action

default asset class tables

base: alm_asset Hardware (alm_hardware) Consumable (alm_consumable) License (alm_license) Facility (alm_facility) Custom (u_alm_custom

rate card

break down expenses and apply them at the expense line level to different assets or users. generate expense lines for recurring expenses automatically. reqd- cost mgt plugin add assets covered by a rate card under the rate cards Assets Covered related list

When using the HAM application, what standard flow enables the asset manager to place an ad-hoc order order for replenishment assets on an as-needed basis (regardless of stock rules)?

bulk stock order

workspace plugins

com.snc.asset_management sn_hamp) com.sn_itam_workspace

What is the impact of a customer opting out of the ServiceNow Content Service for specific models? A. Unrecognized data doesn't get sent to the ServiceNow Content Service and the customer doesn't receive Content Library updates B. Unrecognized data doesn't get sent to the ServiceNow Content Service C. Unrecognized data is sent to the ServiceNow Content Service, but is now encrypted D. Customer doesn't receive Content Library updates

company no longer contributes You still receive content updates updates may be less applicable B

Multiple rate cards cannot be associated to the same contract.

false

Trustworthy data is both the end goal and the final tier of the capability blueprint. (T/F)

false - trustworthy data is tier 1

bulk transfer updates requires role:

inventory_user

fixed assets (ex)

land/buildings office equipment motor vehicles

What is the connection point between assets, CIs, and catalog items?

models

expense lines

nightly job: Process FM Costs estimate expense via initial cost & application

total cost of ownership

original cost + operational cost

asset costs throughout lifecycle

original- purchase/put in use (warranty, delivery, install, etc) operational- maintnance agrmts/service/parts depreciation

HAM Workspace

overview inventory estate model mgt operations

Hardware Model Lifecycles

pre-release general availability end of sale end of support end of extended support end of life

Requests can be fulfilled through what?

purchase orders, transfer orders

When are HAM Dashboard metrics updated

real-time, except Lifecycle Overview reoirts (updated daily based on scheduled jobs)

HA lifecycle

request>procure>receive>stock>dispose

___________ represents the current estimated value of an asset after depreciation.

residual value

__________ send(s) notifications or automatically transfer assets when low quantity threshold in a stockroom is detected.

stock rules

What are the two types of requirements you should define? (maintenance/evolution

technical functional

____________ is an estimate of all the direct and indirect costs associated with an asset throughout its entire lifecycle, including its in-use state.

total cost of ownership

What feature moves assets between company stockrooms?

transfer orders

Setting an asset to a state of Retired is recommended for asset end of life.

true

The purpose of data certification is to get human verification of data.

true