CIS-HAM

What is the default setting of the Content Service?

-Default is not opted in -you can also choose to exclude specific hardware and consumable models from on the normalization tab of the hardware/consumable model form. -you can opt out any time -Opting out turns off data from being sent to SN but you still receive data from SN

What are the In Stock substates?

-Available -Reserved -Defective -Pending repair -Pending install -Pending disposal -Pending transfer -Pre-allocated

What are some characteristics of the HAM application plugin?

-Available starting in Paris -Initial release requires a minimum of Paris -Requires separate license obtained from the ServiceNow Store -Activated by ServiceNow -Post-installation, update whenever a new version becomes available in store

What happens when you opt in to the HAM Content Service?

-Data is securely shared with SN to build the content service repository -Data from models that are not automatically normalized are set (ie. Match not found, Manufacturer normalized, Partially normalized, Manually normalized)

Disciplines of ITAM: Data asset management

-Databases -Domain name -Image library -Fonts

Characteristics of People involved in ITAM programs

-Defined authority for controlling IT assets -Roadmap for growing and improving IT asset management -Dedicated resources responsible for managing IT assets -Stakeholders that champion IT asset management throughout the organization

What contributes to true cost of ownership?

-Depreciation -Residual Value -Fixed Assets

What is Depreciation and what are some examples of it?

-Depreciation expense allocates the cost of a tangible asset over its expected useful life. -Depreciation expense is not a cash value, but rather an accounting concept of allocating a portion of the assets cost over slices of time (e.g., annually).

What are some best practices to extending asset management and configuration management?

-Determine if something is only a CI, only an asset, or both -Only extend existing classes when necessary -Keep non-asset CIs out of asset management: --Ports --IP addresses --Patches --Virtual machines -Make sure the Asset and CMDB stay in sync: --Operation vs. asset status --Location changes -The Asset data should support Operations: --Repair under warranty --Leverage support and maintenance contracts -Make sure any supportable asset is a CI; Incidents reference CIs, not assets!

What tables are installed for hardware model normalization when the HAM plugin is activated?

-Device Type -Hardware Lifecycle Definition -Hardware Manufacturer -Hardware Model Library -Hardware Normalization Map -Hardware Product

Which plugins are necessary to access HAM functionality and are active by default?

-ITSM Asset Management (part of ITSM Asset application) -Contract management -Depreciation -Expense line -Fixed asset -My assets

What 3 applications are available through SN for asset management?

-ITSM Asset Management foundation plugin -Hardware Asset Management (HAM) application -Software Asset Management (SAM) Professional application

What is IT service management?

-ITSM focuses on building and maintaining elements to create a network of services -It is a concept that involves the configuration and delivery of IT services to users

What do stock rules do?

-Identify an action that should occur based on a threshold within a stockroom.

When should you consider something a CI?

-If you want to monitor/track its technical specifications -If you want to be able to associate it with an Incident, Problem, or Change record -If you need to know the item's relationship to other items

When can a model be reverted?

-In status Normalized, Partially Normalized, or Manufacturer Normalize

Disciplines of ITAM: Software asset management

-Includes all above ITAM disciplines plus -Manage all software assets and licenses

Disciplines of ITAM: Hardware asset management

-Includes all above ITAM disciplines plus -Manage hardware and consumable assets

What is tracked on the Asset Health tab?

-Incomplete Assets (missing purchase info) -Eligible for Refresh Assets -Asset Incident Frequency -Active Assets - Not Discovered

What happens when a contract is renewed?

-Info and history is retained. -End date of any associated assets changes to match new end date of contract

How does the Asset Lease Expiration flow work?

-Prescriptive process enables you to execute the return, buyout, or extension of assets covered on expiring lease schedules.

What are some assets that are also CIs?

-Servers -Workstations/desktops -Enterprise network HW/appliances -SAN enterprise & local storage devices **Recorded data for assets and CIs can be aspects of the same technology items **This differs across organizations

What are some potential data sources?

-ServiceNow Discovery -Spreadsheets -Deployment tools -Inventory tools -Directory services -Human resources systems -Enterprise resource planning (ERP) systems -Vendor Advanced Shipment Notifications (ASN)

What are some recommended practices related to asset retirement?

-Set asset to a Retired state for end of life -Ensure the appropriate substate is selected as there are often internal and external regulations that control certain types of asset retirement -Only delete asset records that were created erroneously

What does a user with the catalog_admin role do?

-Sets up the service catalog

What does a purchase order do?

-Sources a request by purchasing it -With Vendor catalog Items created, you can select the vendor from whom you wish to purchase. The pull-down displays the vendors and their current price for the items.

What does a transfer order do?

-Sources a request from existing stock -Transfer orders move assets between company stockrooms.

What are MID Servers?

-Special server processes used by Discovery -Each MID server is a lightweight Java process that can run on a customer's Linux or Windows server on their network, or in their public cloud.

In Use

A non-consumable asset is being used; the asset is typically managed as a configuration item in this state.

What are the two types of requirements you should define? A. Corporate B. Financial C. Functional D. Personal E. Technical

C. Functional E. Technical

What are valid asset states? (Select three.) A. Defective B. Disposed C. In stock D. In transit E. On order F. Pending transfer

C. In stock D. In transit E. On order

Asset management process relationship to Contract Management

Asset Input: Details on key dates (e.g. support contract expiration), costs and terms and conditions associated with usage and support contracts

Asset management process relationship to Content Library Curation

Asset Output: Details from Discovery models and/or manufacturer lifecycle information that are not in the Central Software Library

Asset management process relationship to Request/Catalog Management

Asset Output: Product hardware and consumable models to enable publication in the Service Catalog.

What is HAM class licensing?

It enables you to customize your HAM subscription by only paying for the resource categories that you want to use

How is the Display name on the asset record generated?

It is automatically generated as a combination of the Asset tag and the Model.

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

Residual

What is Discovery?

ServiceNow Discovery finds devices and applications on your network, and then updates the configuration management database (CMDB) with the information it finds.

What provides you with the ability to identify different costs associated with different types of tasks and to track based on time spent on the task.

Task rate cards

Missing

The asset cannot be located after the appropriate level of investigation has been performed.

Stage 3: Receive and Stage 4: Stocking

The asset goes through the receiving and stocking processes before being deployed

On order

The asset has been ordered but has not yet been received

In maintenance

The asset is being maintained.

In transit

The asset is being transferred from one location to another (e.g. between stockrooms).

In stock

The asset is in a stockroom; its Substate indicates whether an in-stock asset is available to be deployed or not.

What does the pie chart on the audit results show?

The asset results listed by assets status

What does the Audit tab on the Asset record include?

The audit number and audit date for any audits performed to include this asset

What are Terms and Conditions?

General and special arrangements, provisions, requirements, rules, specifications, and standards that form an integral part of an agreement or contract.

What are the stages of the IT hardware asset lifecycle that follow the asset from planing through sunsetting? How many stages are there?

There are 9 stages 1. Request 2. Procure 3. Receive 4. Stock 5. Deploy 6. Monitor 7. Support 8. Move, add, and change 9. Dispose

What is different on the hardware model record form with the HAM plugin installed vs. with just ITSM Asset Management?

There is a Normalization tab and a Hardware Model Lifecycles related list on the form.

Individual assets within an asset bundle are excluded from sourcing, transfer orders, and disposal orders flows (T/F)

True

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

True

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

True

Data store in Device Type table?

Type of the device, such as computer, printer, or monitor

Where in the store is HAM located?

Under Asset Management in the IT Service Management category

What is used by Hardware Normalization to align values with?

United Nations Standard Product and Services Code (UNSPSC) - global standard for product recognition

When can cancellation of an order line occur?

Until the asset ships

When can a deletion of a transfer order occur?

Until the order is flagged as "Ready for fulfillment"

Where can you go to get started on Data management and hygiene?

User Administration > Normalization Data Services > Guided Setup

When can you extend a contract?

When: -State is Active or Expired -Substate is None or Rejected

What do. asset states and substates identify?

Where an asset is in the lifecycle **Whenever possible, use these defaults, as many have built-in functionality associated with them.

What additional tab do assets in the Mobile Device category here on their form and what are some key details found on this tab?

the Mobile tab. Key details include: -IMEI number -Carrier -Phone number -Service contract number

What data fields are available for importing?

- - - -Account name - The account name for the purchaser (e.g., ServiceNow) -PO number - The PO number used to purchase the asset -Vendor - Who the asset was purchased through -Manufacturer - The manufacturer of the asset -Model id - The manufacturer part number of a given asset configuration that the manufacturer is providing in the marketplace -Serial - The serial number of the specific asset -Asset tag - All assets should be assigned a unique asset tag -Quantity - The number of assets that have been purchased on this shipment notification line (again, serialized assets must be listed one per line) -Ship date - When the asset was shipped -Carrier - The shipping agency who will be delivering the ordered assets -Tracking number - The carrier's tracking number -Ship to address street -Ship to address city -Ship to address state -Ship to address zip -Order date -SVC contract end date - The service contract end date

What are some examples of functionality built-in to the default states/substates?

-"In stock" requires a Stockroom for the asset -"In stock" with a "Pending" substate or "In transit" with a "Pending" or "Reserved substate, the system locks the asset to prevent it from other user "Retired": the Retired data field is set to the current date

When do the contract administrator receive the reminder notifications?

-90, 60, 30 days before the contract expires -on the expiration date

What is the capability blueprint?

-A common practice for implementing and maturing an IT asset management program. -It is derived from the ISO 19770-1 IT Asset Management process standard.

What is the Product Catalog?

-A listing of hardware and software items that are tracked and made available in the Service Catalog -These items are represented as models

What are some examples of bundled models?

-A workstation on a wheeled cart used in a doctor's office. -An on-the-shelf kit for when a consultant goes on site (may include a docking station, keyboard, mouse, etc.).

Disciplines of ITAM: Inventory management

-Access stock information -Create and manage stock information -Edit stock rules, stockrooms, and stockroom types

What are some examples of the goal of Financial Reporting?

-Accurate and automated depreciation: Early write-off of lost assets -Accurate tax calculation: Datacenter relocation changes state tax payment -Charge-back costs: Report asset costs by cost center -Project accounting: Link assets to projects

What enables you to automate and create asset records for when your assets are in transit? -Advanced Shipment Notification -Advanced Receipt Notification -In Transit Notification -In Transit Auto-creation

-Advanced Shipment Notification

What is the SN store? How can it be accessed?

-An online market place for downloading and installing ServiceNow apps -Can be accessed via URL: store.servicenow.com

How can Contract costs be tracked in SN?

-As a whole, on the Financial tab -Based on individual expenses associated to the contract, on rate cards

How do you access the Hardware Asset Dashboard?

-Asset > Hardware Asset Dashboard -Required role: asset

What are the tabs in the Hardware Asset Dashboard?

-Asset Health -Model Mangement -Procurement -Inventory -End of Life

What feature enables you to keep your asset data accurate by automating the update of your asset records throughout the asset's lifecycle, from procurement to disposal?

-Asset Lifecycle Automation

What are some modules to check for to ensure the ITSM AM and HAM are properly installed?

-Asset Management > Hardware Asset Dashboard, Hardware Model Normalization

What falls under ITSM Asset Management?

-Asset and model records -Stockrooms -Transfer orders -Purchase orders -Contracts -Mobile asset receiving -Mobile My Assets

What are the differences between the goals of asset management and configuration management?

-Asset management focuses on the financial and contractual aspect of a physical IT component throughout its entire lifecycle -Configuration management and the CMDB focus on operational usage and logical relationships of CIs

What defines when you can retire an asset and how an asset can be retired?

-Asset policy -driven by company, not the SN

What type of assets can be added to an asset bundle?

-Assets that have status = In Stock and substatus = Available

What some key components and focuses of Practical Management?

-Auditing lifecycle management -Management of automation, compliance, and contracts

What are the In transit substates?

-Available -Reserved -Defective -Pending install -Pending disposal -Pre-allocated

What falls under the Software Asset Management app?

-Basic reporting and performance analytics -Advanced, automated reconciliation -Complete content library for normalization -Normalization engine -License harvesting -Software usage optimization -Actionable reconciliation results -Software exclude listing -O365 & Adobe subscription management -Publisher packs

What are some facts about bundles?

-Bundles can be nested inside bundles. -Hardware and consumable models can be used in a bundle; software and contract models cannot. -Taking action on the parent bundle affects the children in the bundle. -You cannot pre-allocate bundles. -Only the bundle, not individual components, can be part of a transfer order. -You control what can go into a bundle through the model category.

What are configutation items and what are they used for?

-CIs are used to track operational and relationship information -They are records stored in the CMDB that reference any computer, device, software, or service in SN (e.g. servers, routers, switches, websites, storage devices, etc.)

What do models connect?

-CIs, Assets, Models

What are some technical tips for Mobil Asset Inventory Audits?

-Can be Scheduled or On-demand -Audit record on the Platform is automatically updated with scans from the mobile Agent app -You can use the app online or offline if the internet is not available at the site. -You can have multiple technicians scanning with the app and writing to the same audit record -Allows for multiple scan uploads (can upload a batch and resume scanning later) -Once you Close the audit, the record is locked down.

What are some characteristics of store applications?

-Certified by SN for compliance with best practices -Must be built on Fuji or newer -They are reviewed and approved by SN -They are then available to be installed on any SN instance that runs a version supported by the app

How does Hardware Model Normalization work?

-Compares data with SN Content Library to standardize values -Aligns assets under common Display name using the unique model number (manufacturer part number) for the hardware item -Content Library automatically populates manufacturer lifecycle data

What can you do with Data Certification?

-Configure scheduled or on-demand validation of data in ServiceNow (by a real person) -Certify that fields have the correct data or contain data -Automatically assign certification tasks -Validate specific fields on specific tables

What does a user with the discovery_admin role do?

-Configures and executes Discovery on the network

How can you track changes to terms and conditions over the life of the contract?

-Contact history tracks changes to the start and end dates as well as to Terms and Conditions. -When changes are made, a line is added to the Contract History

Where are contracts for hardware assets stored in SN platform?

-Contract Management application (which is active by default)

What are roles and what do they do?

-Control access to features and capabilities in applications and modules -Identify what a SN user can do -Defined and aligned to what can be done in the Now Platform, and what business processes are automated -Different from personas, more dynamic since they depend on the specific relationship with the product or service

How do you create a new asset class?

-Create a new table that extends the base asset table (alm_asset) -table name should start with 'u_alm' -Create a corresponding application and module -Add to new and existing model categories. ------------------------------------ -Review ci classes to ensure they are sufficient for tracking new asset class -Create new ci class if necessary that extends the appropriate CI table and starts with 'u_cmdb_ci' -Define identification and reconciliation rules for the new class

What are the two automatic restocking actions that can be specified in a stock rule?

-Create a task assigned to the stockroom manager to create a purchase order; an email is sent to the stockroom manager notifying them of the task -Create a transfer order to restock from another stockroom

What are some ways to facilitate future imports?

-Create a template - can reuse import set table and transform and can also schedule the import -use Easy Import option (requires admin role)

What does the data certification process involve?

-Create the certification filter -Create the certification schedule -Run the certification

Disciplines of ITAM: Contract management

-Create, edit, renew/extend, and deactivate/delete contracts

Transfer order line tasks

-Created automatically based on the model category specified on the asset -Created to move transfer order lines from one stage to the other. Each can have multiple tasks such as Requested, Shipment Preparation, In Transit. -Closing a transfer order line task completes the task and creates the next task in the process. -Assets are also automatically updated as tasks are completed and transfer order line state changes

What does a user with the inventory_admin role do?

-Creates and deletes stock information -Manages stock rules, stockrooms, and stockroom types

What does a user with the procurement_user role do?

-Creates purchase orders (POs) -Views requests -Views transfer orders -Creates POs when sourcing items

How often do updates to the Content Service occur and what data are they based on?

-Daily -Based on data from the hardware and consumable models, lifecycles, and custom hardware product models -Data remains anonymous and secure and once reviewed is properly disposed of

How do you create a new Certification filters?

-Data Certification > Schedules > Certification Filters -Create new filter, select table and records to certify

How do you create a new Certification Schedule?

-Data Certification > Schedules > Create New (give it a name that allows you to quickly identify its purpose) -Identify: --when to run certification, how frequently, how long assignees have to complete tasks --fields to display and fields to certify --assignment of certification tasks --instructions for the certification tasks

What is the Hardware Model Normalization Overview dashboard and where can you access it?

-Displays normalization results for both hardware and consumable models, by normalization status and by lifecycle -Displays an overview of hardware and consumable models that are reaching their end of life status (on a monthly, quarterly, or yearly basis) -Displays the schedule for the next content downloads from the central data service -Accessed from Hardware Model Normalization > Overview with asset role

What information can an asset manager find on the Hardware Asset Dashboard? (Select three.) -An overview of assets assigned to them -An overview of assets requested by them -Disposal status of assets -Insight into their asset inventory -Metrics indicating when their assets are due for a refresh -The normalization status and lifecycle overview for assets

-Disposal status of assets -Insight into their asset inventory -The normalization status and lifecycle overview for assets

What are the default Retired substates?

-Disposed -Sold -Donated -Vendor credit

What are the contract states?

-Draft: User adds information about the contract and specifies an approver; most fields can be edited -Active: Contract is approved and has reached the specified Start date; many fields are read-only -Expired: Contract has reached the specified End date -Cancelled: Contract is discontinued **States may have different substates, which depend on approvals and dates related to the contract

Agent app

-Enables IT / ITAM agents to receive assets using mobile barcode scanning (with a mobile iOS or Android device) -ITAM agents can receive assets against open Purchase Orders (PO) and attach receiving slips via the mobile camera -ITAM agents can perform asset audits and disposal scanning -Asset records are automatically updated from mobile workflow and received to location stockroom

What does Advanced Shipment Notification (ASN) do?

-Enables you to automate and create asset records while your assets are in transit from the vendor. -You provide the vendor with a template. which they fill out. You upload the template to your system to create asset records before actually receiving them -SN provides a standard template that is part of the ASN feature

What does Consume local stock do?

-Enables you to consume stock from a local stockroom rather than creating a transfer or purchase order. -You can see what the assets available in your local stockroom so you can consume those, which minimizes the time to fulfillment.

Mapping to Related Tables

-Ensure referenced field values (such as model or model categories) already exists before you import -If referenced field doesn't value doesn't exist yet, the value is ignored and the field is left blank -Transform scripts can check if the model exists. If it doesn't, it will create it first and the reference it

What are the related lists at the bottom of the audit results?

-Expected Assets: shows all assets that are assigned to the stockroom or location that is being audited. (Again, the list is not populated until scanning begins.) -Scanned Assets: shows all assets that are scanned during the audit. The list is updated each time scans are submitted from the mobile app.

Asset vs CI: When do you need an Asset record?

-Financial information -Contractual information -Lifecycle details and relationships

What are 2 ways to publish catalog items?

-From a model -From a vendor Both are through related links.

What is another way to access flows?

-From the Service Catalog through the Asset Lifecycle category -Category has to be added to the Service Catalog home page -By default you can access asset refresh, stock order, and loaner request flows

Bulk Update process

-From your transfer order, select the transfer order lines you want to update -Click Bulk Update next to the Transfer Order Lines related list. -Select the stage that you want to move the tasks to -Select the transfer order lines that you want to move to that stage and update -All selected tasks in that stage are closed and next round of tasks are created

What plugins are necessary to access HAM functionality and are inactive by default?

-Hardware Asset Management (available from SN Store) -Host management -Data certification -Managed documents -Procurement

What falls under the Hardware Asset Management app?

-Hardware model normalization -Hardware content library for normalization -Hardware manufacturer lifecycle dates -Lifecycle automation - asset flows -Automated asset tasks - Deploy, Swap, Retire -Asset inventory audit (Mobile) -Hardware Asset dashboard -Mobile disposal scanning and remove asset receiving (Quebec) -Advanced shipment notifications (ASN) (Quebec) -Asset sourcing - consume local asset stock (Quebec) -Asset Inventory - asset kits/bundles and bulk transfers (Quebec)

What is tracked on the Hardware tab?

-Hardware nearing end of warranty (this month, this quarter, this year) by class/device type -Asset disposal status and method by New, In Progress, and Pending Documentation

What are the asset classes in the base Asset Management system?

-Hardware, Consumable, License, Facility

What are the categories of asset lifecycle management?

-IT Financial Management -Fulfillment -Auditing -Active Asset Management -Disposition -Governance

Characteristics of Technology involved in ITAM programs

-IT asset tracking and management software that brings together inventory and installations to provide a clear compliance and financial position -Automation applications for discovering, managing, inventorying and retiring IT assets -An easy method, such as a service catalog, for the requesting of IT assets -Integrations with the applications used to support defined process integrations (e.g. integration with purchasing system)

What is the Hardware Asset Dashboard?

-Installed w HAM plugin -Serves as the command center for viewing key metrics on your hardware and consumable models and assets. -insights into your asset inventory, disposal status of assets, approaching timelines for end of life stages, and pending purchase orders. -can view the normalization status and lifecycle overview for your hardware and consumable models.

What are the valid types of contracts?

-Insurance -Lease -License Bundle -Maintenance -Non-Disclosure -Purchasing Agreements -Purchase Order -Service -Software License -Subscription -Warranty

What does the ITSM Asset Management plugin do?

-Integrates physical. technological, contractual and financial aspects of IT assets -Enables you to: --Control inventory that is purchased and used

What information is critical to capture when tracking financials associated with a contract?

-Is the IT cost center financially responsible for the contract or does another cost center have this responsibility? -Are there sales taxes associated, and if so, what is the rate; or is the contract tax exempt? -Is there a rate card associated with the contract? -What are the payment terms on the contract (e.g., Net 30) -What is the payment schedule and amount?

What are some questions to ask related to Technical requirements?

-Is there already a technical solution? -Before coding, find out if the capability already exists or code-less option is available -Is the solution scalable? -What's the next logical, evolutionary step for the requirement? -How does the solution affect other processes, users, or functions? -If the requirement changes, how quickly can modifications be made? -Does the change require platform licensing changes?

How does HAM align to the CSDM?

-It aligns existing Product Model Status and Asset State and Substate attributes to the new CSDM Product Lifecycle model/values These new fields are optional and customers can opt in or out

How is HAM different from ITSM Asset Management?

-It builds upon/expands ITSM Asset Management capabilities in 4 primary ways 1. Hardware Model Normalization 2. Asset Lifecycle Automation 3. Asset Inventory Audit (Mobile) 4. Hardware Asset Manager Dashboard

What is the Vendor Catalog?

-It maintains the listing of items available from a particular vendor and provides the means to source items from different vendors

An agent is working a Change ticket to retire a server. Once the implement stage of the Change ticket is reached, the asset task fires in the back-end and automatically performs the following updates:

-It takes the affected CI and updates it to be 'removed from service'. -It also takes the related asset record and updates it (e.g., removes it from service, updates the state, and if there's an assignment, it updates the location). -If there are any software allocations on that server, it brings them back into corporate inventory. -If there are any maintenance contracts associated to that server, it applies an end date.

What is the Software Asset Management application?

-It tracks, evaluates, and manages software licenses, compliance, and optimization -You can reclaim unused software rights, purchase new software rights, manage allocations for entitlements -Requires a separate license and must be activated by SN personnel

What is Now Create?

-Launched at Knowledge 2020 -Provided by SN to assist with planning/implementing any SN project -Provides step-by-step guidance on how to deliver successful projects in SN including: Project methodologies, Assets with product specific guidance, Project-related templates to accelerate executing **Everyone involved in the scoping and delivery of a SN project can benefit from NowCreate

What are benefits of Asset Lifecycle Automation?

-Leverages the Flow Designer to allow customer to configure asset lifecycle workflows -Eliminate the risk of data inaccuracy caused by manual entry with asset tasks -Automated workflows and asset tasks help you to keep accurate records of your assets and reduce manual updates to assets and their associated CIs.

What are the steps of the Data Import and Transform Process?

-Load Data into import set table -Create transform map -Run transform

Asset vs CI: When do you need a CI record?

-Logical or physical resources -Logical relationships -Task tracking -Operational details such as software installations or hardware details

What are some reasons to track something as consumable?

-Lower value -Expiration or consumed -Need them always in stock -Frequently requested -Managed in bulk -Fewer attributes tracked -Able to capture costs and financial information with minimal effort -Simplified management compared to standard IT Assets

Disciplines of ITAM: Financial management

-Manage fixed assets, depreciation, and distribution costs -Work with expense lines and rate cards -Handle expense allocations

Disciplines of ITAM: Model mangement

-Manage models and their critical processes that ensure good data for procurement and finance -Manage model categories

Disciplines of ITAM: Vendor management

-Manage vendor costs -Manage vendor SLAs Manage related contracts

What can you do if you consider something an asset?

-Managed its procurement, receiving, maintenance, or retirement -Track its inventory -Manage its associated license, warranty, lease, or maintenance contracts -Track its monetary value or incurred costs (e.g. purchase, cost, and depreciation) -Document the service status, end-of-life, and/or decommission -Know who is using it and/or how often it is being used

What does a user with the ham_admin role do?

-Manages and uses advanced capabilities available in Hareware Asset Management (HAM) application (available when HAM is installed)

What does a user with the asset role do?

-Manages hardware and consumable assets -Creates, reads, and deletes asset records

What is the most common cause for models to not fully normalize?

-Missing data

What do you need to select -at a minimum - when creating a new Hardware asset?

-Model category: identifies what type of hardware the asset it is -Model: specifies model information to keep asset details consistent

How does the Asset Lease Expiration flow work?

-Navigate to Contract > Contracts > Leases. -Open the relevant active lease contract and click the Begin Lease expiration process related link. Note: The Begin Lease expiration process related link is visible only in active contracts that have at least one asset covered. -The Leased Assets related list shows all the hardware assets that are covered in the lease contract. -In each asset record that is covered under the lease agreement, a Planning task is generated. The Planning task is automatically assigned to the contract administrators. -Under the Leased Assets related list, perform any of the following to take a lease action: Open a record and then open the Planning task. In the Planning task, select a lease action from the Lease action list. Open an asset. From the Asset Covered form, select a desired lease action from the Lease action list. On the list of assets, double-click the Lease action field of an asset and select a lease action.

What are the possible Normalization statuses?

-New -Normalized -Partially Normalized -Manufacturer Normalized -Manually Normalized -Match Not Found A scheduled job for the normalization process is run daily for anything that is not in a fully Normalized status. HAM re-checks, assesses, and tries to re-match them against the Content Service.

What are some examples of the goal of Improving Productivity?

-New hire process: Provision users in less time -Asset request: Request assets from a catalog to expedite delivery -Share asset data: Make data available to all who can benefit -Hardware Refresh: PC aging report

How does ServiceNow calculate depreciation and residual values?

-Nightly, if you. select the depreciation schedule and the date to begin calculating

What are the valid asset actions?

-No action: if user error, performs no updates -Update/Repair: no updates to CIs or assets -Swap: updates occur to CIs/assets -Retire: updates occur to CIs/assets **Note: When the Asset Action is Swap, the Swapped CI contains the information on the new CI that is being swapped with the existing CI.

What is tracked on the Model Management tab?

-Normalization Status -Normalization Lifecycle -number of hardware and consumable models that are reaching their End of Life status this month, this quarter, or this year

Disciplines of ITAM: Enterprise architecture/platform administration

-Not specifically an asset discipline, but critical to asset management governance

How do you create an audit on the Now Platform or in the mobile Agent app?

-On Now Platform: Asset Audits > Asset Audits and click New. -In the mobile Agent app, navigate to Asset and tap either Stockroom audits or Location audits. **Tech tip: The Now Platform is typically used to create scheduled audits, and the mobile Agent app can be used for blind audits.

What are the states in the asset lifecycle?

-On Order -In Stock -In Transit -In Use -Consumed -In Maintenance -Retired -Missing

What is a consumable asset?

-One that is purchased in quantity and distributed when requested. -items that do not need to be managed in the same way as standard assets -Items that are actually "consumed," such as printer toner, or items that make more sense to manage in bulk, such as keyboards, computer mice, and monitors. -typically they are consumed (not retired or returned), ordered/managed in bulk, Non-Discoverable, Low Value

What is tracked on the Inventory tab?

-Open Stock Orders -Active Stock Rules by class -Open Transfer Orders The goal of the Inventory tab is to show the value from maintaining inventory.

What is the Asset Action Process

-Open an incident -Navigate to the Affected CIs related list before resolving the incident. -On the related list Affected CI, fill in the Asset Action and Swapped CI (if needed) fields. -Resolve the incident -When resolved, the appropriate asset task fires in the background and automatically updates the records for the CI attached to the Incident, the Swapped CI, and the two asset records underlying these two CIs. -Allocations are removed from the current CI and transferred to the new CI. -Maintenance contracts on the existing CI are closed (i.e., an end date is applied), and new ones are opened (i.e., a start date is added) on the new CI. require role: itil or admin

What is an Operational expense and what are some examples of it?

-Operational expense are those costs associated with maintaining the asset throughout its lifecycle, such as: --Maintenance agreements --Resource costs for support --Replacement parts

What is the 3rd tier of HAM, what does it focus on, what is its objective?

-Operational integration -Focus on 1. Reporting and dashboards 2. Requests and procurement 3. Managing Integrated Data, including its consistency and accuracy -Primary objective: improved hardware asset management efficiency and effectiveness with a spotlight on continual improvement.

What are some examples of the goal of Cost Optimization?

-Optimize contracts: warranty repair -Standardize assets: consolidate hardware models -Employee separation: collect company assets -Avoid penalties: end-of-lease return or renewal

What is Total cost of ownership?

-Original cost and Operational expense -an estimate of all the direct and indirect costs associated with an asset throughout its entire lifecycle, including its in-use state.

What is Original Cost and what are some examples of it?

-Original costs are the dollars involved in purchasing an asset and putting it into use, such as: --Purchase price or lease cost --Taxes paid at time of purchase or while in stock waiting to be put in use --Delivery costs --Storage costs --Installation costs --Warranty costs

What happens when a model is reverted?

-Original values are restored, status is set to Match Not Found, and any rules associated with the model are deactivated

What do successful ITAM programs encompass?

-People -Process -Technology

What does a user with the itil role do?

-Performs actions related to incident, problem, change, and configuration management -Allows task to be assigned

What are the Hardware Model Lifecycles?

-Pre-release -General Availability -End of Sale -End of Support -End of Extended Support

What does the Hardware Asset Refresh flow do?

-Prescriptive tasks guide you through the sourcing, staging, and deployment of new assets, as well as reclamation of aged assets -Task walk you through deploying the new assets: preparing the asset for deployment, coordinating deployment dates with the users, handing off the new asset to the user, reclaiming the old asset, transferring over any software entitlements from the old device to the new device, etc. -allows organizations to plan and execute a prescriptive refresh of an aged hardware asset that needs to leave service and be replaced with a new, functional one.

What does the Asset RMA Order flow do?

-Prescriptive workflow supports execution of a return merchandise authorization (RMA) request, including: On-site repair of asset Off-site repair/replace/exchange of asset -Streamlines the RMA process for asset managers by helping them to create requests and select a standardized flow for faulty assets.

How do you locate/use one of the standard HAM flows and what role is required?

-Process Automation > Flow Designer. -Filter on flows for the Hardware Asset Management Application. -Click on name to open and view -Add personnel and go -The original one is read only. If you want to edit you make a copy that will be editable -Requires role flow_operator

How do you customize a flow for use in HAM and what role is required?

-Process Automation > Flow Designer. -Locate desired flow -Click on 3 dots in upper right corner, select Copy flow. -Update Flow name -From Application drop-down, select Hardware Asset Management Professional. -Click Copy -Back in Flow Designer you can edit and add actions, then Update -Requires flow_designer role

What are some examples of personas that may be involved with the hardware asset management process?

-Process Owner -Asset Manager -Asset Administrator -System Administrator -IT Finance Manager -IT Procurement Manager -IT Contract Manager -IT Vendor Manager

Mobile Asset Inventory Audit

-Provides ITAM agents/managers the capability to capture asset inventory located in a specific stockroom or location using the ServiceNow Mobile Agent and Mobile Scanning capabilities. -Can improve data quality and inventory process compliance by allowing you to compare what yo scan to what is stored in SN -requires asset role

What is the Service Catalog?

-Provides a single location for end users to request goods and services -When used as part of asset management, allows for automatic creation of assets, ability to source from existing stock, streamlined standardization of assets

Mobile app

-Provides end users / all employees visibility to your assigned hardware and consumable assets (i.e., My Assets) -Enables you to log incidents for your assigned assets when you experience a disruption to normal service -Enables you to report hardware asset incidents without calling the service desk -Enables remote and/or WFH users to track and confirm physical receipt of assets

What is tracked on the Procurement tab?

-Purchase Orders Pending Delivery -Orders by Vendor -Expenditures by Vendor -Requests that Require Sourcing

What are some reasons for retiring assets?

-Reducing costs associated with asset maintenance contracts, replacement parts for assets with expired warranties, and asset related taxes -Assets have been fully capitalized and are old enough that they spend more time on the shelf than in useful purpose -Assets not connected to the network have inherent risks associated with security, and especially have the potential for data exposure if the asset is lost or stolen

What is the Hardware Asset Management HAM application?

-Released in Paris -Separate, licensable application -Provides advanced workflow, automation and mobile capabilities to maintain IT assets -Requires a separate license and must be activated by SN personnel

What does an Asset Disposal Procedure cover?

-Removal of software and software licenses -Removal of company data -Reuse of asset parts/components -Actual destruction procedure: Does the company destroy the asset themselves, or use an external company that specializes in asset destruction? -Procedure is also driven by company, not the SN

What are some ways you can adjust a Contract?

-Renew -Adjust (i.e. Extend) -Cancel

What are 3 possible Lease Actions that can be performed on Assets in the Leased Assets related list on a Contract?

-Return: Collect the asset from the user/stockroom and return it to the leasor/vendor -Buyout: Used when you want to keep an asset or simply cannot find it to return. -Extension: Used to temporarily extend the contract (for example, if you cannot find the asset to return it yet.)

What are 2 ways to create Reports?

-Right click on header of list to get Bar or Pie -Go to Reports > View/Run

What fields show the breakdown of audit results?

-Scanned and expected: This means it was in your Expected list (the related list below) and you found it. This is the green section in the pie chart to the left. -Scanned and not expected: This means you found something, but the details were not in this location; this record is not up to date. HAM will automatically update it when you upload this batch of scans because you physically verified it's in your possession. Expected and not found: These are your not found entities/objects (i.e., all the assets listed as 'Not Found' in the Expected Assets related list below.

How do you generate expense lines?

-Scheduled Job called Process FM Costs run nightly to determine if any rate cards need to be applied to generate expense lines -The job finds any applicable rate cards, determines if they have been run or need to be run, and uses them to generate expense lines.

How can you create Vendor items?

-Select New from the Vendor catalog items related list on a hardware model record.

How do you Consolidate Purchase Orders?

-Select the option when you source the request. If an open Purchase Order already exists with the vendor, the new request adds line items to this open PO.

What types of CIs are usually assets and vice versa?

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

What some flows for HAM provide in the base system, that are ready to be used once personnel are added?

-Standard Hardware Asset Request flow (for Asset order) -Hardware Stock Order flow (for Bulk stock order) -Asset RMA Order flow (for merchandise authorization) -Loaner Asset Request flow (for Request loaner asset) -Hardware Asset Refresh flow & Hardware Asset Refresh Line flow (for Asset refresh) -Lease Contract Expiration flow, Leased Asset Buyout flow, Leased Asset Extension flow, and Leased Asset Return flow(for Asset lease expiration) -Hardware Asset Disposal flow(for Asset disposal) And more...

What data are synced between asset record and CI record and what is SN best practice about updating this info?

-State field of asset and Status field of CI **plus many others see screenshot 'Synchronized fields' -Best practice is to update State on asset and let it drive Status field on CI

What needs to be done to track the Approval History?

-Sys Admin needs to activate the Log user approval activity under Workflow > Administration > Properties.

What is CMDB?

-The CMDB can be thought of as "a database containing configuration items," where configuration items are infrastructure components (hardware and software) required to deliver a service. -a series of tables that contain all the assets and business services controlled by a company and their configurations. -Includes computers and devices on the network, software contracts and licenses, business services, and more -Can be populated by SN Discovery product

What happens on the Hardware model form Normalized tab when a record is normalized?

-The Normalized manufacturer, Product, and Model fields are set the normalized values -The Normalization status is set to Normalized (i.e., fully normalized) -The Device type is set to a standard grouping based on the UNSPSC (United Nations Standard Product and Service Code) -The Display name is set to the combined values for Normalized manufacturer + Product + Model -These fields are set to read only -Lifecycle information is added if applicable lifecycles exist in the content service.

What happens when you cancel a contract?

-The contract State changes to Cancelled -Condition checkers are changed to inactive -Renew and Adjust buttons become inactive -Contract rate cards become inactive

What does a newly discovered CI have?

-The name normally contains the hostname of the computer as named by the customer. -They tend to have more info than a CI entered by hand, such as OS Version, OS Service Pack, CPU type

What is IT Asset Management?

-The stewardship of IT assets from planning through sunset -A set of business practices that joins financial, contractual, procurement and inventory functions to support the lifecycle management and strategic decision-making for assets in an IT environment -Visibility to what you have, where it is, and how much it costs

What do transfer order lines do and where are they displayed?

-They allow the transfer of multiple assets on one transfer order -Displayed in a related list on the transfer order -Validated to ensure enough stock exists

Where are CI records stored and what type of data are included?

-They are stored in the SN CMDB -Relevant data includes manufacturer, vendor, location, etc.

How do you consume consumable assets?

-They must have a Quantity >0, State In stock, Substate of Available (on Consumable form) -User clicks Consume button on Consumable form **Consumables can also be consumed through fulfillment of catalog requests -Enter quantity to consume and click OK -Item is consumed, quantity available decreases by however many were requested. Consumable record remains for reporting purposes

What is are important functions of model categories?

-They provide the link between configuration management and asset management -They identify when to create CIs from assets and assets from CIs Example: Computer model category links Computer CI class (cmdb_ci_class) with the Hardware asset class (alm hardware). If a new CI is created, a new asset is also created and if removed, also removed **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.

What tier is Strategic Conformance and what is its primary objective?

-Tier 4 (final) -Primary objective for this tier is the financial tracking of assets

What are thresholds used for?

-To automate the maintenance of required levels of inventory -Defined to avoid low inventory impacts.

What is the MID server's job during Discovery?

-To gather information about devices and applications and then return the results back to the instance for processing. -The results are stored as configuration items (CIs) in the configuration management database (CMDB).

What does the Bulk Update feature allow you to do and what role is required?

-To update tasks for multiple transfer order lines at one time to streamline the transfer order process (i.e., prepare, ship, and receive multiple assets in a single transfer order action to minimize potential for errors and streamline work). -Requires inventory_user role

What feature moves assets between company stockrooms? -Stock order -Transfer order -Purchase order -Move, Add, Change order

-Transfer order

What must you define, prior to submitting the Hardware Asset refresh order?

-Type of refresh (single or multi) -Replacement model(s) -Criteria/filter for assets you want to replace -Assets from the eligible list to be replaced

How do you scan assets?

-Use the mobile Agent app -Select the audit you created, tap Scan -When you are done scanning, tap Review. Can delete assets if needed. HAM automatically removes duplicates -Tap Submit. Once an audit is marked as Complete, you can scan any more assets. You can start new scans while in progress as often as you like. -You can use multi-scan capability to scan several asset tags in sequence. Green indicator show success and indicator at bottom increase with scanned assets

What is a Configuration item (CI)?

-Used to track operational and relationship information -records that reference any computer, device, software, or service in the SN system (e.g., servers, routers, switches, websites, storage decives, etc.) -May or may not have financial values assigned to it. -Does not have any depreciation linked to it.

Does the item need to be procured? Example of process:

-User request creates an Item request that generates a workflow task for manager approval -Once approved, a determination is made on where to source from: --Internally - transfer order --Externally from multiple vendors - purchase order -Once procured or provisioned, workflow tasks are generated to build out the asset and deliver --For purchased assets, they can be pre-created in ServiceNow based on the purchase order --Receiving slips track received items and generate assets

Mobile Asset - Disposal Scanning: features/benefits

-Uses mobile Agent app to increase accuracy of asset disposal departures with barcode scan verification. -Streamline the verification and departure of hardware assets during the disposal process -Enable stock managers to easily scan assets and close process tasks via mobile Agent app -Enable stock managers to easily scan assets and close process tasks via mobile Agent app -Requires inventory_user role

What can certification users do within the assigned task?

-View certification tasks -Validate and mark records as certified -Add work notes -Track progress at the task and overall certification level

How do you review an audit?

-View results on platform -Asset Audits > Asset Audits. -Select the audit. Audit Results section shows the status of the assets from the audit

How do you add assets covered by a contract to that contract record?

-View the Assets Covered related list and select New. -Select the asset and the dates it is covered by the contract. **this can also be done via import set

What does a user with the flow_operator role do?

-Views flow execution details, dashboards, and logs

What are some risks and impediments for enterprises that can occur without an effective IT asset management capability?

-Wasted resources -Limited visibility -Inaccurate inventory -Lack of accountability -Fulfillment or service delays

Characteristics of Process involved in ITAM programs

-Well-defined and well-adopted IT asset management processes -Clear and controlled integration with other processes, such as incident management, change management, contract management, procurement, and others as required

What information should you track for your contracts?

-What contracts you have -What they cover -What they cost -What contracts need to be: Renewed, Renegotiated, Cancelled

What do organizations need to know in order to mitigate risk and optimize cost?

-What hardware assets do they have? -Where are they? -Who uses them? -How are they used? -How are they configured? -What do they cost? -What value do they deliver?

What are some things to consider in process and policy definitions?

-What information do you want to track? -How can you get this information? Do you have a source or does it need to be collected? Do you have any tools in place that can be integrated to get the data? -How do you plan to handle changes to the inventory over time? -What methods can you use to ensure data quality? -How do you plan to handle changes to the inventory over time? -What methods can you use to ensure data quality? -How can you educate users to keep data accurate and ensure policies are followed? -How long is your refresh cycle and what is the asset disposal policy?

What needs to be tracked for effective asset management?

-What is it? (Models) -Who uses it? (Asset management, configuration management) -Where is it? (Asset management, configuration management)

What are some questions to ask related to Functional requirements?

-What problem are we trying to solve? Why? -What is the business driver behind this? -What is the goal? -What are the inputs? Outputs? -What are the possible exceptions?

What are some key details for the asset record that show on the General tab?

-What the asset is (display name, model category, model) -Where the asset is (location) -Who the asset is assigned to (assigned to)

How does the Asset RMA Order flow work?

-When an RMA request is submitted, an RMA request line is created for each asset and consumable that was selected (with a limit of 50 assets per request). -Throughout the entire process, the prescriptive, guided flow updates all related asset records (e.g., Asset, Purchase Order, Contracts, and Expense Line records) automatically as tasks are completed.

How does the Loaner Asset Request work?

-When this flow is executed, all records associated with the loaner asset are updated automatically so the fulfiller and/or stockroom manager doesn't have to manually update them as part of the request. -When the request is created, it goes into New, then Prepare, and then Deploys to wherever the assignee is located. Once the loaner time period is over, the Reclaim task executes automatically. -this workflow can be accessed from the Service Catalog > Asset Lifecycle section.

What happens when you adjust (extend) a contract?

-When you adjust/extend the contract end date, the data of any associated assets changes to match -All other contract dates, including notification dates, are recalculated automatically based on the new end date.

Asset tasks are the second part of the Asset Lifecycle Automation feature. What do they do?

-When you enable Hardware Asset Management (HAM), asset tasks automatically activate behind the existing Incident, Change, and Work Order (if they are a Field Service Management (FSM) customer) work order flows. There is no configuration to this feature. -These tasks remove the need to manually update the associated CI or asset record to these tickets or the CI/assets related records. Based upon the resolution the agent selects for the ticket (regardless of whether it is a deploy, a swap/replace, or a retire), HAM executes an automatic update against that related object record. -Increases CMDB data accuracy by reducing manual effort, helps eliminate the risk of data inaccuracy caused by manual processes.

What are some key policy and process considerations re: operational integration

-Who should manage vendor data and what do they provide in catalogs? -What items should be available to end user through catalog? -What process for product procurement? -How much stock should be maintained? -What should be tracked as CI, asset or both? -What info is most important to org?

Can you constrain users/groups that a report is shared with?

-Yes, by adjusting permission on the report, but ACLs still control access to underlying table data

How can you handle Terms and Conditions in SN?

-You can create multiple Terms and Conditions records and then associate these records with a contract. -Or drag them to the contract record to add them as an attachment -The terms and conditions you add display directly in a form section of the contract record.

What are some features of Mobil Asset -Inventory Audits

-You can create physical audit of the hardware assets in any managed locations you have stored in SN, such as stockrooms, data centers, and office locations -Resolve discrepancies between SN info and audit by getting a full reconciliation of expected vs. scanned assets -Improve data accuracy and confidence by finding and correcting database error quickly -You can schedule an audit of perform one on-demand

How do you check for and install updates of the HAM plugin?

-You can filter on Updates from the All Applications list -Navigate to System Applications > All Available Applications > Installed. -When an update is available, the Installed button on the app will change to Update -HAM content will refresh when you click Update **New versions may be published on the ServiceNow Store outside of major releases

What are some benefits of using Hardware Model Normalization?

-You know exactly what you own -Provide quality IT services -Automate how HAM is done

How is the HAM plugin implemented?

-You need to acquire the license through the store and then SN activates the store plugin (through a HI ticket) -Steps: 1. Navigate to SN store 2. Search for and locate the HAM plugin. 3. Click the tile 4. Click Get

What triggers the restocking actions?

-a scheduled job: Stock Rule Runner -Procurement app needs to be activated to use it -The scheduled job takes into account when a restocking action has already been initiated to eliminate duplicate restocking activities.

How are results updated in the Hardware Asset Dashboard?

-all results updated in real time except Lifecycle Overview sections which are updated daily based on scheduled jobs -powered by Performance Analytics

What is Hardware Asset Management Content Service?

-an IT Asset Management (ITAM) opt-in shared service that provides customers continual hardware and consumable model recognition improvement.

What are all tasks created from the execution of the Certification Schedule grouped into?

-an Instance -You can track overall progress for a certification within an instance -Data Certification > Schedules > Instances

What are the most common SN roles for hardware asset management users?

-asset -catalog_admin -discovery_admin -flow_operator -ham_admin -inventory_admin -itil -procurement_user

What are some issues that Hardware Normalization can help with?

-asset data from multiple sources -error prone manual entry -inconsistent data gathering and audit processes -overlapping/duplicate records for models, manufacturer values -audit process too difficult to do regularly -need to know what you have in order to maintain a secure environment -need to simplify, automate, mitigate risk, maintain compliance

What are some things the Stock Rule Runner does?

-creates restocking transfer orders -sends email messages to stockroom managers -creates tasks for stockroom managers. If Procurement is active when the job runs, a purchase order and a purchase order line item are automatically created. Example: If you have a threshold defined for a minimum of 10 MacBook Pro 15" systems to be in stock in the Southern California Warehouse and, while you are issuing them out through request tickets, you get down to 9 systems in stock, this will automatically kick off an order (e.g., from your vendor, another stock room, etc.). You can also create an ad-hoc secondary order to replenish your stock before another automatic order is placed.

What does the Loaner Asset Refresh flow do?

-enables you to request a loaner or temporary-use hardware and/or consumable assets, for yourself or someone else. -enables you to manage loaner asset pools within stockroom locations.

What do Contract Expense Lines do?

-estimate expenses based on a number of different factors, such as initial cost of an asset and the application of applicable expense lines. -When a rate card is applied, it creates an expense line on the contract record -Expense lines identify the actual amounts spent on a contract -If an asset is attached to a rate card, the expense line also displays on the asset record

What types of data are tracked throughout the of an asset?

-financial -contractual -lifecycle

What role is needed to see the Revert feature?

-ham_admin

Mobile Asset - Disposal: Procedure

-on Now Platform, Disposal Orders > Disposal Orders, and open the desired hardware disposal order. -Open the mobile Agent app on your mobile device, click the widget for Asset disposal. -Select the tab to either verify assets (i.e., the Verifications tab) or confirm departures (i.e., the Departures tab) from the mobile device. -Scan the assets to verify their receipt or confirm their departure. -When the full verification and departure scanning is completed, this can be verified against information available on the Disposal order in the Now Platform.

What does Contract Rate Cards do?

-override the Financial section of the contract record, but provide more control with regards to expense charges. -identify different amounts to be charged for different aspects of a contract and can be configured to run on a periodic basis. -Multiple rate cards can be associated to the same contract. -You can add assets covered by a rate card on the Assets Covered related list. Need to identify the dates for which the assets are covered under the rate card.

What does the Trustworthy data tier focus on?

-physical inventory - what you have, who has it, where is it, plus where/when to retire it

What is the standard name and what is the discovered name in a Normalized Mapping record?

-standard name is the normalized name -variant name is the discovered name

What field becomes active when state of asset changes to retired?

-substate -It is not required OOB but it is best practice to use it

What should be identified for each stockroom?

A manager, to handle stock validation and transfers of stock in to and out of the stockroom.

What are some examples of Asset task automation?

-tasks automatically send the old assets for repair or disposal -they transfer software allocations to the new asset or back to inventory -they end the maintenance contracts. -For the new asset, these tasks set the State to In use, assign a Location based on the assigned user, and start the maintenance contracts.

What is depreciation?

-the reduction in value of an asset over time due to wear and tear or technology improvements. -Can sometimes be used a tax deduction -only applies to hardware assets

What are some reason to manage contracts?

-to manage contract expirations -to track contract approvals -to match assets and users to contracts -to identify and track contract expenses

What is the of using automated flows?

-to provide very clean and accurate records within the asset lifecycle as work activities from the lifecycle take place (e.g., deployments, swaps, disposals) -to ensure that these asset records are as up-to-date as can be in an efficient fashion -to mitigate risk and increase visibility of our assets at the asset level

How does the Normalization Data Services plugin work?

-when enabled/configured, system downloads a list of standard company names compiled by SN -also downloads a list of common variants of that name -plugin replaces the variant with the standard name

What is the Contract lifecycle?

1. Contracts begin in a Draft state. 2. After details are added, they go through an approval process. 3. When the contract is approved, it becomes Active until it expires, or is adjusted or renewed.

What are 4 primary goals of IT asset management and some examples of each?

1. Improve Productivity 2. Financial Reporting 3. Cost Optimization 4. Decision Support

How do you create an asset bundle?

1. Navigate to Asset > Portfolio> Bundled Models and click New 2. Select a Model 3. Select a Stockroom 4. Either Auto-select assets with "Auto-select" button or 5. Manually select them with "Select assets" button -Auto select adds them from the stockroom selected on the asset bundle -Assets are only allocated when all assets that are part of the bundle are available 6. Save

What are the steps to creating a Bundled model?

1. Select the Bundle assets checkbox 2. Enter a name, short description, and model number 3. Make sure Model category is set to Bundle 4. Save 5. Scroll to Model Components related list and click New 6. Complete Model completion form. Select category, component, and "Is main component" if this is the main component that the other components are attached to 7. Repeat to add additional components as needed, then set the bundle to "In Production" and click Update

What are 2 ways that Asset and Configuration Management can intersect?

1. Sources of data, such as Discovery or Microsoft System Center Configuration Manager, are used by ServiceNow to create CIs. Where model categories exist to link the CI class to the asset class, corresponding assets are created. 2. Sources of data, such as a procurement tool, create assets with the model category defined. Where model categories exist to link the asset class to the CI class, corresponding CIs are created.

What does Remote Asset Receiving via Mobile app allow you to do?

=-scan and receive assets when working remotely -remote users can confirm receipt of assets -End users receive notification when asset(s) are in transit -End users can receive asset(s) with a single scan of asset barcodes via the ServiceNow Mobile app

What is an RMA?

A Return Merchandise Authorization (RMA) is an agreement between a buyer and seller that lets the buyer return, replace, or elect to repair a faulty product.

What prevents asset managers from transferring the same asset at the same time

A business rule

What is a success pack?

A collection of methodology and assets in Now Create that is designed to: -deliver a specific, successful project outcome (such as an ITAM implementation) -ensure that customers and partners have the guidance necessary to begin realizing outcomes faster, and with less risk

Configuration item (CI)

A component tha tmay or may not be an asset; managed from an operational perspective

Consumed

A consumable is being used.

What is a contract extension?

A contract extension keeps the same contract with an adjustment to the end date, and possibly also to the associated costs.

Model category

A grouping of similar types of assets (e.g., Computers; provides the link between configuration management and asset management).

Normalization status: Manufacturer Normalized

A hardware/consumable model partially normalized based on manufacturer field alone. In this case, the model and product fields are editable, and once that information is added the normalization process is changed to Manually Normalized.

Normalization status: Normalized

A hardware/consumable model was fully normalized based on manufacturer, product, model fields. No fields are editable on the Normalization tab of the model form. Under specific conditions, certain fields that are typically read-only can be edited. If edited, the status changes to Manually Normalized.

Normalization status: Partially Normalized

A hardware/consumable model was partially normalized based on manufacturer and product fields only. In this case, the model field is editable and once that information is added the normalization status is changed to Manually Normalized.

What is a Vendor Catalog?

A list of products available from different vendors

What is a Product Catalog?

A set of information about models

What is a bundled model?

A single model comprised of individual models (for example, a laptop, printer, keyboard, and mouse

Plugin

A software component that provides specific features and functionalities

What is the Common Service Data Model (CSDM)?

A standard and consistent set of terms and definitions for all ServiceNow Products on the NOW platform, which form the basis of the CSDM Framework.

What type of delivery model does HAM have?

A store delivery model (as opposed to only releases new features during the 2 family releases of SN a year

What is an IT asset?

A technology component (e.g. computer, router, switch) managed throughout its lifecycle for value, cost, contractual compliance, and usage. IT assets are created or acquired, used to support business activities, managed financially and operationally, and then retired or expired at the end of their useful life.

Model

A type of asset (e.g., hardware or consumable); identifies common data attributes

Model number

A unique identifier for our model record; equates to the manufacturer part number of a given asset configuration that the manufacturer is providing in the marketplace.

Which statements are true regarding how hardware model normalization works? (Select three.) A. Aligns assets under common display name (manufacturer + product name + model number) B. Compares data with ServiceNow Content Library to standardize values C. Only compares data with ServiceNow Content Library to standardize values when you are opted into the Content Library D. Aligns assets under common model name (manufacturer + device type) E. Content Library automatically populates manufacturer lifecycle data

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

What are typical characteristics of consumable assets? (Select four.) A. Frequently requested items offered in a catalog B. Items that are kept in stock C. Items that are special-ordered when needed D. Items that cost $20 or less E. Items that expire or are consumed when used F. Items that must be approved before purchasing G. Items valued under a certain amount

A. Frequently requested items offered in a catalog B. Items that are kept in stock E. Items that expire or are consumed when used G. Items valued under a certain amount

Which plugins are active by default in the baseline ServiceNow system? (Select four.) A. ITSM Asset Management B. Hardware Asset Management C. Contract Management D. Cost Management E. Procurement F. My Assets G. Depreciation

A. ITSM Asset Management C. Contract Management F. My Assets G. Depreciation

What are the 2 types of bundled models?

Abstract: Permits use of one model in multiple bundles. One asset in the bundle is specified as the main component. For example, create an abstract bundle adding a computer as the main component and a mouse and keyboard as other components. Abstract bundles are used more often than concrete bundles. Concrete: Is a fixed bundle where the main component is an asset. Specify the main component and the other components to create an exact bundle. Concrete bundles do not allow for a many-to-many relationship with models.

Stage 1: Request

An asset's lifecycle begins with a plan or a request. Someone needs an asset to achieve a goal.

What modules does HAM install in addition to those that ITSM AM installs?

Adds to Asset: -Hardware Asset Dashboard -Asset Tasks -Hardware Model Normalization Adds to Inventory: -Loaner -Loaner Asset Order Adds new application module Asset Audits

What does the HAM plugin provide access to?

All new HAM features (e.g. normalization, flows, tasks, audit [mobile], ASN, dashboard, local stock consumption, etc.

Active Asset Management

Allows you to optimize the use of your assets: -Install/move/add/change (IMAC) -Break/fix -Model management -Usage management -Asset optimization

What is an IT service?

An IT Service delivers value by meeting a need or fulfilling a demand but minimizes exposure to underlying costs and risks associate with delivering -They focus on technology and what is needed to operate and maintain the technology Examples: -E-Commerce -Asset Lifecycle Management -Change Management -Incident Resolution -Request Fulfillment -Email

Depreciation expense

An accounting concept of allocating a portion of the assets cost

How are contract administrators reminded of contract expiration dates?

An event in SN runs each night to send reminders to contract administrators about contract expiration dates so they can renew or renegotiate the contract.

When do you need a model record?

Any time you hav an asset or a CI

What is an asset?

Anything that is capable of being owned or controlled to produce value and that is held to have positive economic value (e.g. hardware, software licenses, data, buildings, etc.)

What are the product model tables most commonly used with asset?

Application Model Consumable Model Contract Model Facility Model Hardware Model Software Model

How are contract types defined in SN?

As Contract models

Asset management process relationship to Procurement Management

Asset Input: Details of purchase orders issued to publishers/vendors from corporate procurement system

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

What are asset bundles?

Asset bundles enable you to bundle a group of assets (both hardware and consumable) that already exist in your inventory so that you can track, reserve, swap, or deploy this group of assets as a single entity. It goes through the entire asset lifecycle

Asset management process relationship to Change management

Asset input: Details of hardware products that require representing as hardware models and/or support business services (eg CIs), details of hardware devices that require acquiring Asset output: Provides asset cost info and allocation/assignment information

Asset management process relationship to Application Portfolio Management

Asset input: Details of new hardware devices supporting business applications and hardware lifecycle information associated with the devices that support business applications Asset output: Hardware models to enable hardware lifecycle management

What data can the Content Library automatically populate?

Asset metadata that can't be discovered such as end of support, end of extending support, and end of life dates

What is a Consumable?

Asset that is consumed (not retired or returned) and ordered/managed in bulk

What can you use on the model record if you don't want an asset automatically created?

Asset tracking strategy dropdown field (with choices: Leave to category, Create consumable asset, Don't create assets)

Disposition

Assets need to be disposed of safely and securely: -Harvest/cascade -End of life disposal -Regulatory management -Data security

Standard mapping to target table

Auto matching fields tool and Mapping Assist

What is the purpose of the strategic conformance tier of the capability blueprint? A. Know what you have so you can manage it B. Achieve best in class C. Improve management controls and drive immediate results D. Improve efficiency and effectiveness

B. Achieve best in class

The ServiceNow Agent app enables asset managers to perform what functions? (Select three.) A. Report hardware asset incidents without calling the service desk B. Capture asset inventory located in a specific stockroom C. View their assigned hardware and consumable assets D. Receive assets against open purchase orders E. Perform automatic asset disposal scanning

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

What factors should you consider when measuring how trustworthy your data is? (Select four.) A. Accessibility B. Credibility C. Dependability D. Reliability E. Testability F. Transferability

B. Credibility C. Dependability D. Reliability F. Transferability

Within your hardware asset management program, what is/are typically overlooked until it/they impact performance, upgrade time, and/or usability? A. Data imports B. Data management and data hygiene C. Processor speeds D. Network connectivity

B. Data management and data hygiene

Which of the following are examples of fixed assets? (Select three.) A. Consumables purchased in bulk B. Land and buildings C. Office equipment D. Software entitlements for specific versions E. Motor vehicles

B. Land and buildings C. Office equipment E. Motor vehicles

The hardware asset lifecycle components occur in what order? A. Request > Receive > Stock > Procure > Dispose B. Request > Procure > Receive > Stock > Dispose C. Procure > Receive > Request > Stock > Dispose D. Dispose > Stock > Receive > Procure > Request

B. Request > Procure > Receive > Stock > Dispose

IT Financial Management

Brings all aspects of asset lifecycle management back together to provide financial details through the asset lifecycle.

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

Bulk stock order

What are some benefits to having HAM and Configuration management on the same platform?

Challenges related to data integration, normalization, and data reconciliation are eliminated.

Configuration item (CI)

Configuration item that may or may not be an asset; managed from an operational perspective.

Contract financials

Contract expenses tracked at the contract level

Rate card

Contract expenses tracked at the expense line level

Contract expenses tracked at the contract level

Contract financials

What are contract rate cards?

Contract rate cards identify expenses associated with a contract and allow you to break down expenses and apply them at the expense line level to different assets or users. They generate expense lines for recurring expenses automatically.

What must be activated to use Contract Rate Cards?

Cost Management plugin

Operational expense

Costs associated with operating the asset

What financial information is important on assets?

Costs associated with the asset throughout its lifecycle -Original cost -Operational expense -Depreciation expense

Original cost

Costs associated with the purchase and storage of an asset

A central location to view multiple reports related to a specific theme or story

Dashboard

Certified correctness of data

Data accuracy

What is one way to automate.the creation of assets?

Data import

What does trustworthy data provide the basis for?

Demonstrating inventory management

What are 4 critical components of trustworthy data?

Dependability - is the data consistent and accurate? Reliability - is the data validated? Credibility - how believable is the data? Transferability -- how useful is the data?

An accounting concept of allocating a portion of the assets cost

Depreciation expense

What information should you track in your contracts?

Detailed info such as: -Contract number -Contract start and end dates -Active status -Terms and conditions statements -Documents -Renewal information -Financial terms

What is a Contract?

Details associated with warranties, maintenance agreements, and leases

What type of data does hardware model normalization enable you to normalize?

Details of Hardware and consumable models such as manufacturer, product, model, and device type

How is the Display name formulated by Hardware Model Normalization?

Display name = (manufacturer + product name + model number)

Double-declining balance (DDB) formula

Double-declining balance (DDB) needs to be recalculated each year based on the new value at that time. The double declining balance formula takes the percentage of the SL value and doubles it.

When creating a new asset record, what two fields are mandatory/required? A. Asset tag B. Configuration item C. Display name D. Manufacturer E. Model F. Model category

E. Model F. Model category

Which of the following is NOT a goal of hardware asset management? A. Cost optimization B. Decision support C. Financial reporting D. Improve productivity E. Software license reclamation

E. Software license reclamation

What are the types of resource categories?

End User Computers, Servers, Network Gear, and Mobile Device. You can opt in/opt out of different categories -Opting In: Opt-in to HAM resource categories that you are licensed for Enables normalization and asset actions for those categories -Opting Out: Opt out of unused HAM resource categories to save money

What can you select on the model category record if you don't want an asset automatically created?

Enforce CI verification

Multiple rate cards cannot be associated to the same contract. (T/F)

False

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

False

How do you manually normalize a hardware record?

Fill out Normalization tab and save record Upon instantiation of a new model record, normalization automatically runs, regardless of whether you manually create it, import it, or discover it.

Discovery

Finds applications and devices on your network and then updates the CMDB with the information it finds.

What is an Asset Administrator responsible for?

For administrative activities associated with IT procurement and inventory management

What is a System Administrator responsible for?

For creation and maintenance of asset management data, integrations, and/or discovery tools

What is a Process Owner responsible for?

For definition and health of asset management-related processes across the organization

What is a Configuration Manager responsible for?

For the operation of the configuration management process: managing classes and fields, and identifying health guidelines for CI classes

What is an Asset Manager responsible for?

For the smooth operation of the asset management process: administrative, financial, and operations

Stage 5: Deploy, Stage 6: Monitor, Stage 7: Support, Stage 8: Move, add, change

From an operational standpoint, the asset is (5) deployed, (6) monitored, and (7) supported in the middle of its lifecycle. Once an asset is deployed, it is managed and audited throughout its lifecycle until retirement is reached. Financial aspects are also need to be tracked and compliance needs to be maintained

What is the goal of Tier 2 Practical Management and what does it cover?

Goal is to improve management controls and drive immediate results (making quick wins visible) This tier covers the basic management control environment, including policies, roles, and responsibilities.

What is the most important aspect of managing the asset lifecycle?

Governance: identifies the policies and the procedures used through the rest of the lifecycle. Needed so that the other aspects of asset management work

What is the name of the scheduled job that runs and processes the content updates

HAM - Apply latest content changes

Fulfillment

Handles all aspects related to the purchase and receipt of the assets: -Request and acquisition -Receiving -Contract management -Lease/warranty maintenance -Vendor management

What plugin is required for the hardware model normalization feature?

Hardware Asset Management (HAM) plugin

What is model data compared to in order to normalize it?

Hardware Model Normalization Content Service

Data store in Hardware Normalization Map table?

Hardware product and hardware product model IDs

What are the default asset classes?

Hardware, Consumable, License, and Facility

What are the default asset classes?

Hardware, Software License, and Consumable

IT asset

Hardware, software, and data that needs to be financially tracked

IT asset

Hardware, software, consumables, and data that needs to be financially tracked.

What does the Normalization Data Services plugin do?

Helps maintain consistency for table fields that refer to a company name

What is a Stockroom

Identifies locations in which inventory items are stocked and tracked

Normalization status

Identifies the level of normalization match based on Manufacturer, Model Name, and Model number.

How do you receive new consumables into a stockroom?

If all of the following fields match, the data merges to create a blended quantity and cost: -Model, Model category, Stockroom/location, Assigned to, State, Substate

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

In Production

Where are IT asset records typically stored and what data do they include?

In an asset repository such as SN Hardware Asset Manangement (HAM) -Relevant data includes asset tags, model categories, mdoels, depreciation etc.

End of Support lifecycle

Internal: Track the date the hardware will only be supported by internal support teams Publisher: Track the date the publisher has indicated they will only provide security and reliability fixes for the hardware

What types of data can you receive from the Content Service library?

Including the following types of content: -Device type, -Hardware model lifecycles, -Manufacturer, -Discovery maps, -Product names, -Product models

Retired

Indicates end-of-life; only asset records created erroneously should be deleted.

What does the Contract tab on the Asset record include?

Information on lease and/or warranty contracts for the given asset

What does the Allocation tab on the Asset record include?

Information on software entitlements allocated to a computer device

What does the Activities tab on the Asset record include?

Information on specific activities performed against the asset

What does the Disposal tab on the Asset record include?

Information such as disposal order number and disposal vendor

What does the Financial tab on the Asset record include?

Information such as invoice number, cost, vendor

What does the Depreciation tab on the Asset record include?

Information such as the depreciation method applied, effective start date, salvage value

Pre-release lifecycle

Internal: Hardware has been purchased. Plans are in progress for releasing for general availability Publisher: Hardware release has been announced.

General Availability lifecycle

Internal: Track the date the hardware became generally available to the organization. Publisher: Track the date the hardware became generally available to the market

End of Sale lifecycle

Internal: Track the date the hardware will no longer be available to request Publisher: Track the date the publisher has indicated they will no longer market, sell, and improve the hardware

End of External lifecycle

Internal: Track the date the hardware will not be supported, even by internal support teams External: Track the date the publisher has indicated they will no longer provide security and reliability fixes for the hardware

What is one benefits of having one place to maintain common information (like on Model record)?

It makes report creation and data maintenance easier and keeps the database smaller. This design allows model data to be separate from the asset and CI records, so that the information specific to a model (such as manufacturer, form factor, or end of life date) is maintained in a single location.

What happens to the related CI when an asset is retired?

Its status also changes to Retired

Data store in Hardware Lifecycle Definition table?

Lifecycle phase of a hardware or consumable model and the associated dates

What is an Import?

Loading of data via spreadsheets, can be done manually or automatically

How should you determine what data you want to track on the Asset record?

Maintain as much or as little information as makes sense for the goals of your organization. Define the policy for your organization to determine what fields you plan to use and how you plan to use them.

What do model records allow you to do?

Maintain common characteristics in a single location to help ensure data consistency and facilitate reporting. All asset records for a particular model attach to that model for those common details. This ensures consistency.

IT asset management (ITAM)

Management of IT assets

Hardware asset management

Management of IT hardware assets (as opposed to IT software assets)

IT service management (ITSM)

Management of configuration items. (CIs)

Manual normalization

Manual update of hardware and/or consumable model data.

What are the match criteria used when the model is compared to the Hardware Normalization Content Service?

Manufacturer, Model name, and Model number If this info is available the model is fully normalized

What is the purpose of model categories?

Model categories provide a way to group similar assets. For example, desktops and laptops would both reside in the Computer model category.

What is the connection point between assets, CIs, and catalog items? Model names Models Manufacturers Model numbers

Models

What is a Transfer order?

Moves assets between company stockrooms

How does SN handle Fixed Assets?

Multiple smaller assets are often grouped under one fixed asset number if they do not qualify as a fixed asset on their own. Each individual asset needs its depreciation schedule defined. ServiceNow then calculates the total depreciation and residual value for the assets included in the fixed asset.

Data store in Hardware Manufacturer table?

Name of the hardware manufacturer

Data store in Hardware Model Library table?

Name of the product and model number

Are assets that are part of an asset bundle available as individual assets?

No

Can assets that are part of an asset bundle be disposed of?

No

Can assets that are part of an asset bundle be transferred between stockrooms?

No

Are loaner assets counted in the stockroom count when stock rules are being processed?

No they aren't, and they are marked separately as those that can be loaned to the users

Does a model category need to be created for a Consumable?

No, all used the "Consumable" model category

Can lifecycle data be deleted from a model if added by a content service update?

No, but you can deactivate it and it will source is SN

What are Normalization. mappings?

Normalization mappings are aliases developed by our Content Curation Team to match disparate values in matching criteria. These mappings also include data from customers (if they went through and manually normalized something) that get sent back from the Content Service if the customer opts in to the process.

Disciplines of ITAM: Configuration management

Not specifically an asset discipline, but works closely with asset management

The display of data for easy consumption in various formats

Report

Where can you find historical information of when an asset was last scanned in inventory and where it was at that time?

On the asset record on the Audit tab which lists the last physical audit result on the individual asset record.

What does the default ITSM Asset Management plugin install?

One main application module: Asset, which contains multiple others such as Overview, Software Administration, and Portfolios. With Portfolios are: All Assets, Consumables, Hardware Assets, License Assets, Other Assets. It also installs a My Assets module under the Self-Service application

Normalization status: Manually Normalized

One or more of the primary hardware/consumable model fields (manufacturer, product, and/or model) were updated manually.

Costs associated with operating the asset (in use)

Operational expense

What should be done before modifying or defining new roles in ServiceNow?

Organization's personas should be identified and access and to what resources needs to be determined

Costs associated with the purchase and storage of an asset

Original cost

Total cost of ownership

Original cost + operational expense

What does the structure of a request include?

Request: -Requested Items -Approvals -Purchase Orders -Transfer Orders -Catalog Tasks

What are personas?

Personas represent important classes of potential users of a product, process, or service (i.e. a user type) Each persona has specific inputs aligned to it, engages in specific activities, delivers specific outcomes, and meets certain objectives An individual can have multiple personas or have a single persona responsibility across multiple areas

What types of reports can you made?

Pie chart Bar chart List Pivot table Box chart Calendar Control chart Histogram Horizontal bar Line chart Pareto chart Trend chart Trend box chart Vertical bar

What are plugins and how are they enabled?

Plugins: software components that provide specific features and functionalities. Can be enabled in several ways: -Activated by default in the base ServiceNow system. -Activated by an admin user (not by default) through the ServiceNow Plugin list. -Requested from ServiceNow (for plugins with additional licensing requirements)

Configuration Management Database (CMDB)

Primarily a data repository, used to store information describing CIs

CMDB

Primarily a data repository, used to store information describing configuration items (CIs).

Normalization

Process of reorganizing data in a database so that there are no inconsistencies in data, no redundancy of data, and all related items are stored together.

Where can you access the import template?

Procurement > Orders > Import Shipment Notifications

Where can you check the status of importing a template?

Procurement > Orders > Import Status

A set of information about models

Product catalog

What does the Hardware Model Lifecycles related list do?

Provides the ability to track critical hardware dates and risk levels for both internal and publisher/ manufacturer lifecycles. -It is automatically populated when a model is fully Normalized. Records can also be added manually. -Records with a Source of ServiceNow have been downloaded by the Content Service, those with a Source of Internal have been added manually.

Requests can be fulfilled through what? (Select two.) Purchase orders Transfer orders Loaner orders Local stock orders

Purchase orders Transfer orders

Fixed Assets

Purchased for long term and are not likely to be converted easily to cash. commonly tracked at the corporate level by a finance or accounting department, but many IT assets can qualify as a fixed asset on their own or as part of a larger fixed asset group. Examples: Land, Building, Motor Vehicles, Furniture, Office Equipment, Computers, Fixtures, Machinery To ensure timely and accurate data, this information is calculated nightly or can be performed on demand.

Contract expenses tracked at the expense line level

Rate card

How do you add the Asset Lifecycle category to the Service Catalog?

Self-Service > Service Catalog. Click plus icon next to bar Select Asset Lifecycle and drag it to whatever location you want

What do stock rules do?

Send notifications or automatically transfer assets when a low quantity threshold in a stockroom is detected. Allow for the automation of how stock levels are tracked and replenished.

The ________ catalog is a listing of goods and services an organization provides.

Service

Tailored portals to provide self-service opportunities to request products and services

Service catalog

What are model numbers used for?

Some vendors have different configurations for a particular model and distinguish between these configurations with different model numbers. For example, HP has an EliteBook 850 G1 model. This model has several different configurations, each with its own model number. Some examples are listed here: The G4U54UT has a 240 GB SATA SSD The E3W20UT has a 500 GB 7200 rpm SATA hard drive The E3W21UT has a 180 GB SATA Solid State Drive (SSD) To distinguish between these different configurations, you should: Create three different model records and enter "HP" in the Manufacturer field and "EliteBook 850 G1" in the Name field for each one. This sets the Display name to "HP EliteBook 850 G1" and allows you to report on the model. Enter the specific model number into the Model number field of each of the three records created. This allows you to report on a specific configuration of a model, which can be very useful in the case of a recall or planning. Because the manufacturer, name, and model number do not provide you with enough information on the configuration of each model, enter high level details in the Short description field. For example, the Short description for the E3W20UT configuration may read Notebook PC with Intel® Core™ i5-4200U, 15.6" screen, 4 GB RAM, 500 GB 7200 rpm drive. As the name implies, this is meant to be a short description. You can include full details in the Description field of the Product Catalog form section.

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

Stock Rules

Where are assets assigned to?

Stockrooms

What types of data are more static and where are they stored?

Stored in Asset Management (asset details) -Cost -Serial Number -Asset tag -Warranty -Contracts

What types of data are more fluid and where are they stored?

Stored in Configuration Management (operational or configuration details) -Operating System -Memory -CPU -Network Information -File system -Installed software

What type of data is referenced from both as asset record and a CI and where is it stored?

Stored in the Model record -Manufacturer -Model

Straight Line (SL) formula

Straight line (SL) formula calculates an equal amount of value lost each year. If graphed, this creates a straight line graph, hence the name.

What happens when customers opt in to using new CSDM product lifecycle values?

The current Product Model Status (e.g., In Production, Retired, etc.) and Asset State and Substate values are deprecated/hidden and mapped to new CSDM Lifecycle values.

What happens when customers opt out of using new CSDM product lifecycle values?

The current, legacy fields (and functionality) are used;

Normalization status: New

The hardware/consumable model has not yet run through the normalization process.

Normalization status: Match Not Found

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.

Stage 2: Procure

The plan or request can be fulfilled by existing stock or through procurement from a vendor.

Asset lifecycle

The sequence of stages that an information technology (IT) asset goes through during the time span of its ownership

What is an Asset state?

The state of the asset during its lifecycle from received through disposition

What happens when you select the "Bundle Assets" checkbox?

The status of the model defaults to Build

What do Depreciate Formulas do and what 2 kinds are used?

They are used to. determines how quickly an asset loses value. Straight Line (SL) formula Double-Declining Balance (DDB)

How are assets usually created?

Through discovery or procurement

What are the 4 tiers of the capability blueprint?

Tier 1 - Trustworthy Data: Know what you have so you can manage your assets Tier 2 - Practical Management: Improve management controls and drive immediate benefits Tier 3 - Operational Integration: Improve efficiency and effectiveness through integration with other areas, such as request, procurement, and IT Service Management Tier 4 - Strategic Conformance: Achieve best in-class

Where are requests sent?

To a stockroom identified as the Destination Stockroom.

Blended quantity and cost example

To illustrate: -Stockroom A had eight (8) Logitech mice in it with a total value of $60; the cost per mouse was $7.50. -Because the stock was too low for expected demand, an order was placed for seven (7) additional mice at a total cost of $35. -When these additional mice were received and entered into ServiceNow as a bulk consumable, the quantities and the cost merged. -The total value of Logitech mice in Stockroom A is now $95 (8 at $60 + 7 at $35) and the cost for each individual mouse is now $6.34 ($95/15 mice).

Original cost + operational expense

Total cost of ownership

____________ 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 do transfer orders do?

Track stock movement between stockrooms, so it can be identified not only where something is, but when it is in transit from one location to another.

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

True

Who can be assigned tasks by the certification schedule?

Users with the certification role

A list of products available from different vendors

Vendor catalog

How often can you receive content updates from the Content Service Library to use in normalization?

Weekly - in SN hosted instance, a weekly job runs to automatically pull this data -If not cloud hosted, data needs to be manually imported/exported using the Manage Hardware Library module -You need to download the updated content

When can you renew a contract?

When -State is Active or Expired -Substate is None or Rejected

When can you cancel a contract?

When State is Active

Stage 9: Dispose

When an asset is no longer providing value, it is retired and disposed of

When can you add or make changes to the bundled model?

When the status is Build, not In Production.

What is a contract renewal?

With a contract renewal, a new contract begins when the previous contract ends to accommodate changes to terms and conditions, associated costs, and other related information.

Are CIs associated to a bundle?

Yes

Does a model need to be created for a Consumable?

Yes

Can assets that are part of an asset bundle be swapped?

Yes, if the the state of the bundle is In maintenance or In stock and substate Pending repair

Can you change the status of a bundled model back to Build?

Yes, only if there are no asset bundles associated with the bundled model?

Auditing

You audit to know what you have and to remain compliant: -Scanning -Inventory management -Data delta management -Internal/external audits -Compliance

How can you service an asset bundle?

You can service a bundle itself as a whole, or you can service individual assets within the bundle. You can use the "Replace asset" button

After a plugin is active, can you disable it?

You cannot disable or deactivate it, you can only hide the functionality

What role do need to opt in/out of resource categories?

admin or ham_admin

Consumable table

alm_consumable

Facility table

alm_facility

Hardware table

alm_hardware

License table

alm_license

Application Model

cmdb_application_product_model

Consumable Model

cmdb_consumable_product_model

Contract Model

cmdb_contract_product_model

Facility Model

cmdb_facility_product_model

Hardware Model

cmdb_hardware_product_model

Software Model

cmdb_software_product_model

When resolving an INC, CHG, Work Order, what must the agent enter for the Affected CI to trigger the appropriate asset task?

the Asset Action

What is Residual value?

the current estimated value of an asset after depreciation.

Can asset bundles be transferred between stockrooms?

yes

Can asset bundles be retired?

yes. When you retire an asset bundle, all assets belonging to the bundle are released (i.e., disassociated from the bundle) and returned to a stockroom. The bundle can then be deleted, and the disassociated assets can be individually disposed. Deleting an asset bundle moves all assets belonging to the bundle to a stockroom.