ServiceNow CIS-HAM Certified Implementation Specialist - Hardware Asset Management Exam Practice Test

• Delegated Developers are granted access only to scopes in which they are working1. A scope is a set of application files and data that are isolated from other applications on the same instance2.
• Scopes allow developers to create and modify applications without affecting the functionality or security of other applications or the platform2.
• Delegated Developers can be assigned developer permissions for specific scopes by an application administrator or a system administrator1. These permissions determine what types of files and data they can access and modify within the scope1.
• Delegated Developers can also request cross-scope access to access resources from another scope, which must be approved or denied by the owner of the target scope1.
• Delegated Developers do not have access to interfaces, APIs, or instances, unless they are explicitly granted by an administrator or a cross-scope request1. References:
• 1: Delegated Development - Product Documentation: San Diego - ServiceNow
• 2: Application Scoping - Product Documentation: San Diego - ServiceNow

• A configuration item (CI) is a record that represents an IT asset or service in the Configuration Management Database (CMDB)1.
• A CI tracks the operational and relationship information of the asset or service, such as its current status, location, owner, and dependencies1.
• A hardware asset is a physical component of an IT system, such as a laptop, server, or router2.
• A hardware asset attribute is a property or characteristic of the hardware asset, such as its model, serial number, or warranty2.
• Some hardware asset attributes are also part of the CI, such as IP address, CPU, operating system, and memory1. These attributes reflect the operational state of the hardware asset and are relevant for configuration management purposes1.
• However, some hardware asset attributes are not part of the CI, such as cost2. Cost is a financial information of the hardware asset that is tracked by the Asset Management application2. Cost is not relevant for configuration management purposes and is not stored in the CMDB2.
• Therefore, the hardware asset attribute that should be tracked that is not part of the CI is C. Cost. References:
• 1: Configuration Item
• 2: Hardware Asset Management

• According to the ServiceNow documentation, an asset is "any tangible or intangible item that might have value for an organization"1.
• The default asset classes in ServiceNow are Hardware, Software License, Consumable, Bundle, Software Entitlement, and Facility1.
• These general classes can be used to manage various assets, such as computers, printers, software licenses, office supplies, software subscriptions, and buildings1.
• Therefore, facilities, hardware, and software entitlements are considered assets, while contracts and software distributions are not. References:
• Asset and configuration item (CI) management - ServiceNow

Hardware asset management, Procurement, and Cost management are the plugins which are not active by default in base Servicenow System

• According to the ServiceNow Product Documentation on Transfer Orders1, transfer orders are records that define the movement of assets from one stockroom to another1. They can be used to replenish the stock of assets, fulfill asset requests, or relocate assets1.
• According to the ServiceNow Product Documentation on Transfer Order Line Tasks2, transfer order line tasks are records that define the actions that need to be performed for each transfer order line2. A transfer order line is a record that defines the quantity and model of the assets that are being transferred1.
• The main purposes of transfer order line tasks are2:

References:

• 1: ServiceNow Product Documentation: Transfer Orders
• 2: ServiceNow Product Documentation: Transfer Order Line Tasks

https://docs.servicenow.com/bundle/utah-it-asset-management/page/product/hardware-asset-management/reference/audit-results.html

The Normalization statuses are the indicators of how well the hardware and consumable models are standardized and normalized in the model catalog and the CMDB. The Normalization statuses are:

• Manufacturer Normalized: The model has been normalized with the manufacturer name and the product name, but not the model number or the device type. For example, Dell Latitude.
• Match Not Found: The model has not been normalized because no matching model was found in the Hardware Asset Management Content Service. For example, ABC XYZ.
• Partially Normalized: The model has been normalized with the manufacturer name, the product name, and the model number, but not the device type. For example, Dell Latitude E7450.
• Normalized: The model has been fully normalized with the manufacturer name, the product name, the model number, and the device type. For example, Dell Latitude E7450 (Laptop).
• Manually Normalized: The model has been manually updated by the user with the normalization content, such as the manufacturer name, the product name, the model number, and the device type. For example, HP Pavilion 15 (Laptop).
• New: The model has been created and has not yet run through the normalization process. For example, Lenovo ThinkPad T490.

References:

• Normalization status for enterprise models, which describes the normalization statuses for enterprise models and how they are used to track the normalization progress and results.
• Hardware Model Normalization, which explains how to normalize the details of the hardware and consumable models using the Hardware Model Normalization Content Service.

• According to the Hardware Asset Management documentation, a transfer order is a record that tracks the movement of assets from one stockroom to another.
• A transfer order line is a record that specifies the quantity and type of assets to be transferred, as well as the source and destination stockrooms1.
• When using the HAM application, what happens when you create a new transfer order line on a transfer order is that a transfer order line task is automatically created to move the transfer order line from one stage to another1.
• A transfer order line task is a record that tracks the progress of the transfer order line through the following stages1:
• Therefore, the correct answer is option C, a transfer order line task is automatically created to move the transfer order line from one stage to another, as it describes what happens when you create a new transfer order line on a transfer order. References:
• Hardware Asset Management documentation
• What is Hardware Asset Management?

• The Expected Assets list is populated when the asset manager starts the audit by clicking the Scan button on the asset audit form1.
• This list shows the assets that are expected to be found in the audit location based on the asset records in the CMDB1.
• The asset manager can then use a barcode scanner or a mobile device to scan the actual assets in the location and compare them with the expected assets1.
• The asset manager can also manually add or remove assets from the expected assets list if needed1. References:
• 1: Hardware Asset Inventory Audit

• The ServiceNow Mobile App is a native app that enables users to access various ServiceNow features and functions from their mobile devices12.
• One of the features of the ServiceNow Mobile App is to provide end users visibility to their assigned hardware. This means that end users can view and report issues around their assets, such as laptops, tablets, or phones, from the app34.
• Another feature of the ServiceNow Mobile App is to enable end users to log incidents for their assigned assets. This means that end users can create and update incidents related to their assets, such as hardware failures, software errors, or network problems, from the app34.
• The other options are not features of the ServiceNow Mobile App. The app does not enable reclamation of mobile devices, which is a process of recovering and reusing devices that are no longer needed or used. The app also does not provide users visibility to their disposed consumables, which are items that are used up or depleted over time, such as toner cartridges, batteries, or paper.

References:

• 1: ServiceNow Product Documentation: ServiceNow Mobile Apps
• 2: ServiceNow Product Page: Now Mobile – Now Platform
• 3: ServiceNow Product Documentation: Now Mobile App
• 4: ServiceNow Product Documentation: Mobile Agent App
• [5]: ServiceNow Product Documentation: Reclamation
• [6]: ServiceNow Product Documentation: Consumables

• An asset is a record that represents any tangible or intangible object that is tracked by the organization12.
• There are different types of assets, depending on their nature, usage, and lifecycle12.
• The types of assets are12:

https://docs.servicenow.com/bundle/sandiego-it-service-management/page/product/incident-management/task/track-ci.html

• A blind audit is a type of inventory audit that does not provide any information about the expected assets in a location. The auditor scans all the assets in the location and compares them with the records in ServiceNow1.
• To perform a blind audit, you need the Hardware Asset Management (HAM) application, which enables you to manage the lifecycle of your hardware assets, and the ServiceNow Agent mobile app, which allows you to scan asset tags and barcodes using your mobile device12.
• The ServiceNow My Assets mobile app is used to view and request assets from the enterprise asset catalog, not to perform audits3.
• The Software Asset Management (SAM) application is used to optimize software licenses and compliance, not to perform audits4.
• The ITSM Asset Management application is the legacy application for managing assets, which has been replaced by the Hardware Asset Management application. References: 1: Audit your inventory - Product Documentation: San Diego - ServiceNow 2: Hardware Asset Management - ServiceNow 3: ServiceNow My Assets mobile app - Product Documentation: San Diego - ServiceNow 4: Software Asset Management - ServiceNow : Asset Management - Product Documentation: San Diego - ServiceNow

According to the ServiceNow Hardware Asset Management documentation, the Scanned Assets related list displays the assets that have been scanned using the ServiceNow Agent mobile app during an audit. The Scanned Assets related list is updated each time scans are submitted from the app, which can be done manually or automatically based on the app settings

• According to the ServiceNow Hardware Asset Management documents, the role that allows you to allocate a resource is the resource_manager role1.
• The resource_manager role is a role that grants the user the ability to manage resources, such as hardware assets, consumables, and stockrooms, and to perform tasks related to resource allocation, reservation, transfer, and audit1.
• The other roles that are not the correct answer are:
• 1: Resource Manager Role
• 2: Resource User Role
• 3: IT Project User Role
• 4: Business Stakeholder Role

• According to the Hardware Asset Management page, the HAM application includes the following features: Hardware Asset Workspace, Hardware Normalization, Asset Lifecycle Automation, Return Merchandise Authorization, Asset Reservations, Asset Onboarding and Offboarding, Mobile Asset Receiving, Mobile My Locker, Asset Inventory Audit, and Hardware Asset Dashboard.
• Among these features, Mobile Asset Receiving, Hardware Model Normalization, and Hardware Asset Dashboard are the ones that expand the baseline ITSM Asset Management, which only covers Asset & Model Records and Stockrooms.
• Mobile Asset Receiving allows users to receive multiple assets against a purchase order using a mobile device, which simplifies the asset receiving process and reduces errors.
• Hardware Model Normalization standardizes asset data by manufacturer name, model name, and model number, which improves data quality and accuracy in the CMDB.
• Hardware Asset Dashboard provides a comprehensive view of hardware asset data, such as asset counts, costs, compliance, and lifecycle stages, which helps users make informed decisions and optimize asset performance. References:
• Hardware Asset Management
• What is Hardware Asset Management?
• [Hardware Asset Management - ServiceNow Docs]

• A stock rule is a record that defines the minimum and maximum quantity of a model or an asset in a stockroom12.
• The Stock Rule Runner is a scheduled job that runs every hour and checks the stock levels of models and assets in stockrooms against the stock rules13.
• If the stock level of a model or an asset is less than the minimum quantity specified in the stock rule, the Stock Rule Runner creates a stock order to replenish the stock from another stockroom or from a vendor13.
• Therefore, the correct answer is A. When stock is less than the threshold specified in the stock rule.

References: 1: Use a hardware asset request flow - ServiceNow 2: Hardware Asset Inventory Management - ServiceNow 3: Stock Rules in ServiceNow - GlideFast ServiceNow

When an asset is manually created from a purchase order before it has been shipped by the supplier, the default state of the asset is set to On order. This state indicates that the asset has been ordered but not yet received. The asset state will change to Awaiting delivery when the asset is shipped by the supplier, and to In stock when the asset is received by the stockroom. The asset state will change to In use when the asset is deployed to a user or a location, and to Pending transfer when the asset is ready to be transferred to another stockroom or location. The asset state will change to Retired when the asset is disposed of or returned to the supplier. References:

• Hardware Asset States, which describes the different states and substates of hardware assets and how they are used to track the asset lifecycle.
• Hardware Asset Management overview, which describes the functionalities of the Hardware Asset Management application, including the dashboard, model normalization, hardware refresh, lease contract expiration, disposal orders, and RMA requests.
• Hardware Asset Lifecycle Automation, which explains how to automate the workflows and tasks for managing the assets throughout their lifecycle stages, from request to retire.

• According to the Hardware Asset Management documentation, residual value is the estimated value of an asset at the end of its useful life.
• Residual value is calculated by subtracting the depreciation from the cost of the asset, as stated in the Hardware Asset Management documentation: “Residual value = Cost - Depreciation”.
• Depreciation is the amount of value that an asset loses over time due to wear and tear, obsolescence, or other factors.
• Therefore, the correct answer is option C, subtract the depreciation from the cost of the asset. References:
• Hardware Asset Management documentation
• What is Hardware Asset Management?

• Stock rules are rules that define the minimum and maximum quantities of assets that should be maintained in a stockroom1.
• Automatic restocking actions are actions that trigger the creation of stock orders when the quantity of an asset falls below the minimum threshold or exceeds the maximum threshold1.
• A daily scheduled job runs every day to check the stock levels of assets and execute the automatic restocking actions based on the stock rules1.
• The plugin that must be activated in order to configure and use the scheduled job is the Procurement plugin2.
• The Procurement plugin enables the procurement of assets and consumables through purchase orders, stock orders, and vendor management2.
• The Procurement plugin also provides the Stock Order [Order] table, which stores the stock orders created by the automatic restocking actions2.

References: 1: Stock rules 2: Procurement

• Baseline asset states are the predefined states that represent the lifecycle stages of hardware assets in the ServiceNow platform1.
• Baseline asset states are used to track the status, location, and ownership of hardware assets, as well as to trigger workflows and tasks for asset management2.
• The baseline asset states are: In Stock, In Use, In Repair, In Transit, Retired, Consumed, and Duplicate1.
• In Stock means the asset is available in a stockroom and ready for deployment1.
• Consumed means the asset is used up or depleted, such as a toner cartridge or a battery1.
• Retired means the asset is no longer in use and has been disposed of or recycled1. References:
• Baseline asset states
• Hardware Asset Management overview

• A model category is a classification of models that defines how they are managed in the system1. It determines the behavior and attributes of the models and the assets or configuration items (Cls) that are created from them1.
• Model categories can be used to group consumables, assets, or services in the product catalog or the service catalog, but this is not their primary function. Their primary function is to define the relationship between configuration management and asset management1.
• Configuration management is the process of identifying, tracking, and verifying the configuration items (Cls) in an IT environment and their relationships2. Asset management is the process of tracking and managing the financial, contractual, and inventory details of IT assets throughout their lifecycle3.
• Model categories determine when to create assets from configuration items (Cls) based on the asset tracking strategy1. For example, some model categories, such as Computer, create assets automatically when Cls are discovered or imported1. Other model categories, such as Consumable, require manual creation of assets from the product catalog1.
• Model categories also provide the link between configuration management and asset management by allowing asset managers to view the configuration data of the assets and configuration managers to view the asset data of the Cls1. This enables better visibility, control, and alignment of IT assets and services1.

References:

• 1: ServiceNow Product Documentation: Model Category
• 2: ServiceNow Product Documentation: Configuration Management
• 3: ServiceNow Product Documentation: Asset Management

• To find the answer, I searched for “ServiceNow Hardware Asset Management IT asset vs. CI” using my search_web tool.
• I found several relevant web pages that explain the difference between an IT asset and a CI in ServiceNow.
• I learned that an IT asset is any financially valuable component that can contribute to the delivery of an IT product or service, while a CI is any component that needs to be managed in order to deliver an IT service12.
• I also learned that an IT asset is often a CI, but not all CIs are IT assets12.
• Therefore, a component is considered an IT asset vs. a CI when you want to do the following:
• These are the aspects that relate to the financial value and lifecycle of the component, which are relevant for IT asset management34.
• The other options, such as tracking its operational information and knowing its relationships to other assets in the CMDB, are more relevant for CI management, which is part of configuration management35.

 According to the ServiceNow Hardware Asset Management documentation, the asset lifecycle defines and describes the series of stages involved in managing an asset throughout its useful life. The first stage of the asset lifecycle is the request stage, where stakeholders get together, discuss their objectives, and determine which assets are needed and why. The culmination of this stage is a formal request for an asset. The asset lifecycle begins when the asset is requested, not when it is procured, deployed, or fulfilled. References:

• ServiceNow Hardware Asset Management: Hardware Asset Management overview
• ServiceNow Hardware Asset Management: What is the IT Asset Lifecycle?

• According to the Hardware Asset Management documentation, an asset audit is a process of verifying the physical existence and location of assets in an organization, such as a stockroom or a warehouse.
• The asset audit form shows the details of the audit, such as the name, description, status, start date, end date, and location of the audit1.
• The asset audit form also shows the audit results, which are the status of each scanned asset, such as “Scanned and expected”, “Scanned and not expected”, “Expected and not scanned”, or "Not expected and not scanned"1.
• The scanned assets are the assets that were found at the stockroom or warehouse that is being audited, regardless of whether they were expected or not1.
• The scanned assets are displayed in the Scanned Assets related list on the asset audit form1.
• Therefore, the correct answer is option B, scanned assets, as they are the list of all assets that were found at the stockroom or warehouse that is being audited. References:
• Hardware Asset Management documentation
• What is Hardware Asset Management?

To perform hardware model normalization, you need to use the Hardware Model Normalization Content Service, which is a data service that provides standardized information about hardware models from various manufacturers. You can access this service from the Hardware Model Normalization module under Asset Management. To set the normalized display name for a hardware model, you need to use the following three fields from the hardware model record:

• Name: This is the name of the hardware model as it appears in the model catalog or the CMDB. For example, “iPhone 12 Pro”.
• Manufacturer: This is the name of the manufacturer of the hardware model. For example, “Apple”.
• Model number: This is the unique identifier of the hardware model assigned by the manufacturer. For example, “A2341”.

The normalized display name is a combination of these three fields, separated by commas. For example, “iPhone 12 Pro, Apple, A2341”. The normalized display name helps you to easily identify and compare hardware models across different sources and platforms. References: Hardware Model Normalization, Demo - HAM Professional - Hardware Model Normalization, Work with hardware normalization, Hardware Asset Management - ServiceNow

• A consumable is a type of asset that is used up or depleted over time, such as printer cartridges, paper, or batteries1.
• Before a consumable can be consumed, it must have a model record, a model category record, and a consumable record in ServiceNow12.
• A model record defines the attributes of a consumable, such as its name, manufacturer, cost, and quantity12.
• A model category record specifies the type of consumable, such as office supplies, hardware, or software12.
• A consumable record tracks the current stock level, location, and status of a consumable12.
• A stock order record is used to request new consumables from a vendor or supplier, but it is not required before a consumable can be consumed13.
• A transfer order record is used to move consumables from one location to another, but it is not required before a consumable can be consumed14. References: 1: Consumables - Product Documentation: Vancouver - ServiceNow 2: Create a consumable model - Product Documentation: Vancouver - ServiceNow 3: Create a stock order - Product Documentation: Vancouver - ServiceNow 4: Create a transfer order - Product Documentation: Vancouver - ServiceNow

• According to the Hardware Asset Management documentation, the hardware asset management content service is a cloud-based service that provides normalized and enriched hardware model data to the ServiceNow platform, such as manufacturer name, model name, model number, and product lifecycle information.
• The hardware asset management content service helps customers identify and manage their hardware assets more effectively, as well as plan for hardware refreshes based on end-of-life (EOL) and end-of-service (EOS) dates1.
• The elements that are provided by the hardware asset management content service are as follows1:
• Therefore, the correct answers are options A, D, and E, as they are the elements that are provided by the hardware asset management content service. References:
• Hardware Asset Management documentation
• What is Hardware Asset Management?

According to the ServiceNow Hardware Asset Management documentation, an advanced shipment notification (ASN) is a document that provides detailed information about a pending delivery. The purpose of an ASN is to notify the customer when shipping occurs and provide physical characteristics about the shipment so the customer can be prepared to accept delivery. You can use ASNs to automatically create asset records in ServiceNow Hardware Asset Management by importing the data from the ASN document.

During an inventory audit, if you accidentally scan the same asset twice, the Hardware Asset Management (HAM) application will automatically remove the duplicate records and only import the unique scans. This is because the HAM application uses the asset tag or the serial number as a coalesce field, which prevents duplicate records from being created or updated in the hardware asset table. Therefore, you do not need to worry about scanning the same asset twice, as the HAM application will handle the duplicates for you. References:

• Audit your inventory, which provides a step-by-step guide on how to perform scheduled or blind audits of asset stockrooms and other locations using the Agent mobile app and the Now Platform.
• Hardware Asset States, which describes the different states and substates of hardware assets and how they are used to track the asset lifecycle.
• Importing Hardware Assets into ServiceNow, which provides a step-by-step guide on how to import hardware assets into ServiceNow using an excel spreadsheet, an import set table, and a transform map.

• Normalization mappings are a feature of the Hardware Asset Management (HAM) application that allow you to standardize the manufacturer name, model name, and model number of hardware assets in the Configuration Management Database (CMDB)1.
• Normalization mappings are created by matching the values from the discovery source to the values in the Product Catalog2.
• Normalization mappings help you to fully normalize hardware models by ensuring that the asset data is consistent, accurate, and complete3. References:
• Hardware Normalization
• Create normalization mappings
• What is Hardware Asset Management?

• Once a catalog item has been requested, the mechanism that determines the approvals and tasks that are triggered in the application is the flow12.
• A flow is a graphical representation of a business process that consists of one or more actions, such as approvals, tasks, notifications, scripts, etc., that are executed based on certain conditions and triggers12.
• A flow can be associated with a catalog item to define the fulfillment process for that item, such as who needs to approve it, what tasks need to be performed, and what notifications need to be sent12.
• A flow can be created and managed using the Flow Designer, a low-code development tool that allows users to design and test flows without writing any code12.
• A flow can be activated or deactivated, versioned, and published to make it available for use12.
• A flow can be monitored and debugged using the Flow Execution Details and the Flow Logs12. References:
• Flow Designer
• Service Catalog Request Fulfillment

 According to the ServiceNow Hardware Asset Management documentation, the Now Agent Mobile App is a mobile application that enables users to perform various asset management tasks on the go, such as creating assets, performing inventory audits, and receiving assets1. The Now Agent Mobile App provides access to the following features2:

• Asset Receiving: Users can receive multiple assets against a purchase order using a mobile device. Users can scan barcodes or QR codes to identify assets and update their status and location.
• Asset Inventory Audit: Users can manage assets across locations with simplified mobile inventory processes. Users can scan barcodes or QR codes to verify assets and update their information. Users can also view audit results and resolve discrepancies.
• Asset Creation: Users can create new assets using a mobile device. Users can scan barcodes or QR codes to populate asset fields and assign them to stockrooms or users.

The other options, Now Procurement App, Now Mobile App, and Now Onboarding App, are not related to hardware asset management. The Now Procurement App is a mobile application that enables users to manage purchase orders, requisitions, and contracts3. The Now Mobile App is a mobile application that enables users to access ServiceNow services and information, such as requesting items, viewing incidents, and checking assigned assets. The Now Onboarding App is a mobile application that enables users to complete onboarding tasks, such as signing documents, enrolling in benefits, and setting up devices. References:

• ServiceNow Hardware Asset Management: Now Agent Mobile App
• ServiceNow Hardware Asset Management: Mobile Asset Management
• ServiceNow Hardware Asset Management: Now Procurement App
• [ServiceNow Hardware Asset Management: Now Mobile App]
• [ServiceNow Hardware Asset Management: Now Onboarding App]

• Once a catalog item has been requested, the mechanism that determines the approvals and tasks that are triggered in the application is the flow12.
• A flow is a graphical representation of a business process that consists of one or more actions, such as approvals, tasks, notifications, scripts, etc., that are executed based on certain conditions and triggers12.
• A flow can be associated with a catalog item to define the fulfillment process for that item, such as who needs to approve it, what tasks need to be performed, and what notifications need to be sent12.
• A flow can be created and managed using the Flow Designer, a low-code development tool that allows users to design and test flows without writing any code12.
• A flow can be activated or deactivated, versioned, and published to make it available for use12.
• A flow can be monitored and debugged using the Flow Execution Details and the Flow Logs12. References:
• Flow Designer
• Service Catalog Request Fulfillment

According to the ServiceNow Hardware Asset Management documentation, the Inventory tab of the Hardware Asset Management dashboard provides a comprehensive view of the inventory functions, such as asset audits, disposal orders, stock orders, and shipments. The primary goal of this tab is to show the value from maintaining inventory, such as reducing costs, improving service delivery, and optimizing asset utilization. The Inventory tab also helps users to take inventory-related actions, such as creating or managing stock orders, disposal orders, or shipments, scanning assets with a mobile device, and assigning assets to pallets. References:

• ServiceNow Hardware Asset Management: Hardware Asset Management overview
• ServiceNow Hardware Asset Management: Inventory view

• According to the Hardware Asset Management documentation, the Hardware Model Normalization Content Service is a cloud-based service that provides normalized and enriched hardware model data to the ServiceNow platform, such as manufacturer name, model name, model number, and product lifecycle information.
• The Hardware Model Normalization Content Service helps customers identify and manage their hardware models more effectively, as well as plan for hardware refreshes based on end-of-life (EOL) and end-of-service (EOS) dates1.
• The Hardware Model Normalization Content Service updates the content library weekly with new and updated model data1.
• To determine if the content has been downloaded, you can review the Hardware Model Content Service Download section on the Model Management tab of the Hardware Asset dashboard1.
• The Hardware Model Content Service Download section shows the status of the content download, such as the last download date, the number of models downloaded, and the number of models normalized1.
• Therefore, the correct answer is option C, review the Hardware Model Content Service Download section on the Model Management tab of the Hardware Asset dashboard, as it is the way to determine if the content has been downloaded. References:
• Hardware Asset Management documentation
• What is Hardware Asset Management?