CIS-HAM Practice Exam Questions with Answers Certified Implementation Specialist - Hardware Asset Management Certification

The Service Catalog provides a user-friendly interface for requesting hardware assets and services from the IT department1

The Service Catalog facilitates the ability to source from existing stock by allowing users to select from a list of available hardware products that are in stock or reserved in a stockroom2

The Service Catalog also enables users to view the status of their requests, track the delivery and return of assets, and report any issues or incidents related to assets1

The Service Catalog is integrated with the Procurement Catalog, which contains the list of hardware products that are currently on order or have been received from vendors3

The Service Catalog is also linked to the Product Catalog, which contains the list of hardware products that are available for purchase from vendors or internal sources4

The Vendor Catalog contains the list of vendors that supply hardware products, but it does not facilitate the ability to source from existing stock

 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]

 According to the ServiceNow Hardware Asset Management documentation, assets can be moved between stockrooms by using transfer orders. A transfer order is a record that tracks the movement of assets from one stockroom to another. A transfer order can be created manually by the stock manager or automatically by the system based on predefined rules or workflows1. A transfer order contains information such as the source and destination stockrooms, the assets to be transferred, the shipment details, and the status of the transfer2.

The other options are not correct because:

Stock orders are records that track the procurement of assets from vendors, not the movement of assets between stockrooms3.

Stock rules are rules that define the minimum and maximum stock levels for each asset model in a stockroom, not the movement of assets between stockrooms.

Transfer rules are rules that define the conditions and actions for creating transfer orders automatically, not the records that track the movement of assets between stockrooms.

The Procurement tab of the Hardware Asset dashboard is a graphical representation of the hardware asset procurement across the enterprise1.

The Procurement tab provides the following information1:

Hardware expenditure by vendor: This shows the total amount spent on hardware assets from each vendor in the current fiscal year. This helps to analyze the vendor performance and negotiate better contracts.

Requests that require sourcing: This shows the number and status of asset requests that need to be fulfilled by purchasing new hardware assets from a vendor. This helps to prioritize the procurement activities and optimize the inventory levels.

Therefore, the information that are also options in the question are C. Hardware expenditure by vendor and F. Requests that require sourcing.

The other options that are not information on the Procurement tab are:

Hardware nearing end of warranty: This is an information on the Inventory tab of the Hardware Asset dashboard. This shows the number and percentage of hardware assets that are nearing or have expired their warranty period1.

Hardware model normalization status: This is an information on the Normalization tab of the Hardware Asset dashboard. This shows the number and percentage of hardware models that are normalized or not normalized1.

Hardware models up for end of life: This is also an information on the Inventory tab of the Hardware Asset dashboard. This shows the number and percentage of hardware models that are approaching or have reached their end of life date1.

New hardware assets found by audits: This is also an information on the Inventory tab of the Hardware Asset dashboard. This shows the number and percentage of hardware assets that were discovered by the asset inventory audit process but were not previously recorded in the CMDB1. References:

1: Hardware Asset Dashboard

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

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.

According to the ServiceNow Hardware Asset Management documentation, original cost is the amount paid to acquire an asset, including any taxes, fees, shipping, installation, or other expenses directly related to the purchase. Original cost is used to calculate depreciation and amortization of an asset over its useful life. The other options are not the type of cost that taxes paid at the time of purchase are. Operating expense, operating cost, and capital expense are different ways of classifying the costs of using and maintaining an asset after it is purchased.

The ServiceNow asset lifecycle defines and describes the series of stages involved in managing an IT asset throughout its useful life1.

The asset lifecycle usually follows a formalized process and is often tracked and supported by software tools1.

Although different organizations in different industries may have their own versions of the asset lifecycle, most follow the same basic format1.

Here, we explore the six stages of the asset lifecycle: Request, Fulfill, Deploy, Monitor, Service, and Retire1.

Out of these six stages, three are also components of the asset lifecycle: Order, Install, and Receive2.

Order: This is the stage where an asset is purchased or acquired from a vendor or supplier. The order stage involves creating purchase orders, tracking shipments, and updating the asset records2.

Install: This is the stage where an asset is physically installed or configured in a location. The install stage involves scanning asset tags, updating asset status, and assigning asset owners2.

Receive: This is the stage where an asset is received and verified by the organization. The receive stage involves checking the asset condition, validating the asset information, and updating the asset inventory2. References:

1: What is the IT Asset Lifecycle? - ServiceNow

2: ITAM Lifecycle Management: How does it all work?

The Identification and Reconciliation process in ServiceNow ensures that configuration items (CIs) are correctly matched during the import process. This prevents duplication by validating unique identifiers, such as serial numbers or UUIDs, ensuring CMDB integrity.

According to the Hardware Asset Management page, the ham_admin role grants the user the following permissions:

Create, read, update, and delete hardware asset records

Import hardware assets from external sources

Revert normalization results for hardware assets

Add hardware assets to the Service Catalog

These permissions correspond to the options A, B, E, and F in the question.

The options C and D are not part of the ham_admin role, and are not mentioned in the ServiceNow Hardware Asset Management documents. References:

Hardware Asset Management

Hardware Asset Management roles and permissions

Transform maps are used to transform imported hardware model data from an import set table to a target table, such as the Product Catalog or the Asset table1

Coalesce is an option that you can set on a field mapping to uniquely identify the same asset in order to merge or update records2

Coalesce means that the field is used as a unique key. If a match is found using the coalesce field, the existing record is updated with the imported information. If no match is found, a new record is inserted2

Coalesce helps to prevent duplicate records and ensure data consistency2

You can set coalesce on one or more fields in a transform map, but at least one coalesce field is required2

The other options, B. Consolidate, C. Unique identifier, D. Unique source, E. Unique target, and F. Combine, are not valid options for setting the unique identification of assets in transform maps

The second tier of the capability blueprint in ServiceNow is Practical Management, focusing on managing operational tasks efficiently while aligning with strategic goals. It bridges the gap between foundational and advanced asset capabilities.

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]

The ServiceNow Agent mobile app allows the user to scan and create assets in ServiceNow in various scenarios123.

One scenario is to create a single asset via barcode scan. The user can scan the barcode or QR code of an asset and fill in the required fields to create an asset record in ServiceNow1.

Another scenario is to receive one or multiple assets from a purchase order. The user can scan the barcode or QR code of a purchase order and view the list of assets to be received. The user can then scan the assets and confirm the receipt in ServiceNow1.

The other scenarios, such as creating multiple assets listed on a contract PDF scan or creating a single asset via Name search, are not supported by the ServiceNow Agent mobile app123. References:

ServiceNow Agent app - Product Documentation: San Diego - Now Support Portal

Hardware Asset Inventory Management - ServiceNow

Automation Simplifies Hardware Asset Management - ServiceNow Blog

According to the ServiceNow Hardware Asset Management documentation, the ServiceNow Content Service is a cloud-based service that provides content updates for hardware models, such as manufacturer, model category, and lifecycle information. The ServiceNow Content Service also collects unrecognized data from customers, such as new or custom hardware models, to improve the content quality and coverage. Customers can opt out of sending unrecognized data to the ServiceNow Content Service for specific models, but this will also prevent them from receiving content updates for those models.

To fully normalize a model, you need to add the model number to the model record, which is a unique identifier for the model based on the United Nations Standard Product and Services Code (UNSPSC). The model number helps to standardize the display name and remove duplicates in the model catalog and the CMDB. The other fields, such as version, owner, and manufacturer, are optional or can be derived from the model number. References:

Hardware Model Normalization, which explains how to normalize the details of the hardware and consumable models using the Hardware Model Normalization Content Service.

Hardware Asset Management overview, which describes the functionalities of the Hardware Asset Management application, including the model normalization feature.

[Hardware Asset Management - Customer Success], which provides a success map that outlines the processes and best practices for implementing, running, and optimizing the Hardware Asset Management applications, based on the Capability Blueprint framework.

According to the Audit your inventory document, a blind inventory audit is a type of audit that hides the expected asset list from the auditor, so that the auditor has to physically scan each asset in the location and compare it with the actual asset list1.

A blind inventory audit helps ensure data integrity and accuracy, as it prevents the auditor from “cheating on the test” by relying on the expected asset list1.

A blind inventory audit is typically initiated via the Now Agent Mobile app, which is a mobile application that enables users to perform various tasks related to hardware asset management, such as scanning assets, creating audits, and viewing audit results1.

The Now Agent Mobile app allows users to create an audit on the mobile device, select the location and type of audit, and scan the assets using the device camera or a Bluetooth scanner1.

Therefore, the correct answer is option C, Now Agent Mobile app, as it is the interface that is typically used to initiate a blind inventory audit. References:

Audit your inventory

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.

The Normalization Data Services Client plugin enables you to use the Normalization Data Services (NDS) to provide consistent, good, clean data for the company names of vendors or manufacturers12.

The NDS is a cloud-based service that provides a comprehensive and up-to-date list of canonical company names for vendors and manufacturers, as well as other data such as product categories, models, and versions12.

The NDS helps you to avoid data duplication, inconsistency, and inaccuracy in your CMDB and asset management processes12.

The NDS integrates with the Hardware Model Normalization plugin, which standardizes the details of your hardware models by comparing them with the data from the Hardware Model Normalization Content Service13.

Therefore, the correct answer is D. Normalization Data Services Client (com.glide.data_services_canonicalization.client), as this is the plugin that offers consistent, good, clean data for the company names of vendors or manufacturers.

Hardware model normalization is a feature that enables users to normalize the details, such as manufacturer, product, model, and device type, of their hardware and consumable models1.

Hardware model normalization uses the data from the Hardware Model Normalization Content Service, which is a cloud-based service that provides standardized information for thousands of hardware models1.

The key attribute in the model record that hardware model normalization uses to normalize inconsistent manufacturers and product names is the model number12.

The model number is a unique identifier for a specific product or model that is assigned by the manufacturer12. It is based on the United Nations Standard Products and Services Code (UNSPSC), which is a global classification system for products and services23.

Hardware model normalization compares the model number of the model record with the model number of the Hardware Model Normalization Content Service record and updates the model record with the normalized information, such as display name, manufacturer, product, and device type12.

The other options are not the key attribute that hardware model normalization uses to normalize inconsistent manufacturers and product names. The asset tag, the display name, the model category, and the asset tracking unit are either not unique or not based on the UNSPSC.

Fixed assets in ServiceNow are classified as long-term assets that are used in operations and have a useful life exceeding one year, such as equipment, buildings, and vehicles. They are distinct from intangible and short-term assets.

The lifecycle management tab provides details about the normalization status, models nearing end of life, and lease end timelines. Expenditure by vendor and pending purchase orders are unrelated to lifecycle tracking and would typically be found in financial reports or procurement dashboards.

According to the ServiceNow Hardware Asset Management documentation, the Retired state indicates that the asset is no longer in use and is ready for disposal or reuse. The substates of the Retired state are:

Disposed: The asset has been discarded or recycled.

Donated: The asset has been given away to a charity or a non-profit organization.

Vendor Credit: The asset has been returned to the vendor for a credit or a refund.

Sold: The asset has been sold to a third party.

The substate Pending Disposal is not valid for the Retired state, as it is only available for the states In Stock and In Transit. The substate Destroyed is not valid for the Retired state, as it is only available for the state In Use. References:

ServiceNow Hardware Asset Management: Asset and CI management

ServiceNow Hardware Asset Management: Setting asset states and substates

According to the ServiceNow Hardware Asset Management documentation, the system property glide.ham.retire_sw() determines the behavior of software allocations when a hardware asset is retired. The possible values are:

•Reclaim: The software allocations are automatically returned to inventory and the software installation records are deleted.

•Retain: The software allocations remain with the hardware asset and need to be reclaimed manually.

•Remove: The software allocations are removed from the asset, but not returned to inventory.

According to the ServiceNow Hardware Asset Management overview document1, the total cost of ownership (TCO) of an asset is the sum of all direct and indirect costs incurred throughout its lifecycle, from acquisition to disposal1.

The original costs are the costs involved in purchasing an asset and putting it into use, such as lease, delivery, and spare parts12.

Lease is the cost of renting or leasing an asset from a vendor or a third party for a fixed period of time12. Lease costs can vary depending on the terms and conditions of the contract, such as duration, frequency, and interest rate2.

Delivery is the cost of transporting or shipping an asset from the vendor or the warehouse to the end user or the location where it will be used12. Delivery costs can include fees, taxes, customs, and insurance2.

Spare parts are the cost of purchasing or stocking additional or replacement parts for an asset in case of failure, damage, or wear and tear12. Spare parts costs can depend on the availability, quality, and compatibility of the parts2.

The other options are not original costs, but rather ongoing or disposal costs. Maintenance is the cost of repairing, servicing, or upgrading an asset to keep it in good working condition12. Storage is the cost of storing an asset that is not in use or waiting for disposal12.

The reclamation process allows managers to select assets to be reclaimed from the asset service catalog, including hardware, software, and consumables. Only selected items will be processed for return.

According to the ServiceNow Hardware Asset Management documents, a hardware asset’s lifecycle consists of the following stages: Procure, Receive, Deploy, Maintain, and Dispose1. These stages correspond to the options A, D, and E in the question. The option B, Request, is also a valid stage in the hardware asset management process, as it involves identifying the hardware needs and initiating the procurement process2. However, the option C, Consume, is not a component of a hardware asset’s lifecycle, as it is not mentioned in the ServiceNow documents. Consume is more relevant to software assets, which are used or consumed by end-users or applications3. Therefore, the correct answer is C. Consume. References:

ServiceNow Hardware Asset Management landing page

ServiceNow Hardware Asset Management overview

ServiceNow Software Asset Management overview

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.

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.

According to the ServiceNow Hardware Asset Management documentation, a loaner asset is a temporary asset that is provided to a user for a specific period of time, such as when their primary asset is being repaired or replaced1. Users can request loaner assets from the Service Catalog, where they can select the type, quantity, and duration of the loaner asset they need2. If the requested asset is not available in the local stockroom, the request is wait-listed until the asset becomes available3. Users may request loaner assets even when the requested asset is not available in the local stockroom because the wait-listed loaner asset requests provide visibility to the demand for loaner orders. This visibility helps the asset managers to plan and optimize the loaner asset pool, as well as to identify and address any gaps or bottlenecks in the loaner asset fulfillment process.

The other options are not correct because:

The request does not create an automatic transfer order to move assets from a warehouse with in stock assets. Transfer orders are created manually by the stock manager to move assets between stockrooms.

The wait-listed loaner asset requests do not provide visibility to streamline internal transfer order flows. Transfer order flows are managed by the stock manager using the Transfer Order Management module.

The request does not automatically create a purchase order to obtain the assets from a vendor. Purchase orders are created manually by the procurement manager to order assets from vendors.

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.

Classes are represented as tables in the ServiceNow database that define the attributes and relationships of a specific type of record1

The base asset class is the alm_asset table, which contains the common fields and properties for all types of assets, such as hardware, software, consumable, etc.2

The alm_asset table is extended by other asset classes, such as alm_hardware, alm_software, alm_consumable, etc., which add more specific fields and properties for each asset type2

The cmdb_asset table is not a class, but a view that joins the alm_asset table and the cmdb_ci table, which is the base configuration item (CI) class3

The cmdb_hardware table is a CI class, not an asset class, that contains the common fields and properties for all types of hardware CIs, such as computers, devices, network equipment, etc.4

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

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:

Manage its procurement, maintenance, or retirement

Track its monetary value or costs

Manage its associated license, warranty, or lease contracts

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.

The End of Life tab of the Hardware Asset dashboard shows key metrics on the hardware assets that have reached or are nearing the end of their life cycle12.

The tab includes the following reports1:

Hardware asset disposal status: This report shows the number of hardware assets that are in different stages of disposal, such as pending, in progress, or completed1.

Hardware assets disposed (YTD): This report shows the number of hardware assets that have been disposed in the current year, grouped by month1.

Hardware assets up for end of life: This report shows the number of hardware assets that are due for end of life in the next 12 months, grouped by month1.

Hardware assets up for end of support: This report shows the number of hardware assets that are due for end of support in the next 12 months, grouped by month1.

Therefore, the correct answer is A. Hardware asset disposal status and C. Hardware assets disposed (YTD), as these are the only two reports that are shown on the End of Life tab of the Hardware Asset dashboard.

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