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

• 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?

• Hardware model normalization is a feature that enables users to normalize the details, such as manufacturer, product, model, and device type, of hardware and consumable models1
• Hardware model normalization uses the data from the models and compares it against the data in the Hardware Model Normalization Content Service, which is a cloud-based service that provides standardized and enriched information about hardware models1
• Hardware model normalization sets the normalized display name for each model record based on three attributes: Name, Manufacturer, and Model number2
• The Model Management tab of the Hardware Asset dashboard shows the status of the hardware models in the Product Catalog, such as Matched, Match Not Found, or Not Normalized3
• Several of your models are listed as Match Not Found on the Model Management tab of the Hardware Asset dashboard. This means that the normalization process could not find a matching rule in the Content Service for those models3
• The potential causes of this are34:

References: 1: Hardware Model Normalization - ServiceNow 2: Set the normalized display name - ServiceNow 3: Model Management tab - ServiceNow 4: Troubleshoot hardware model normalization - ServiceNow

• According to the ServiceNow Hardware Asset Management overview document1, the lease contract expiration flow sends notifications to the contract administrator before a lease contract expires and helps them act on the leased assets to return the asset or extend the contract.
• According to the ServiceNow Elite blog post on contract management2, when the contract.expiration event runs on the Contract [ast.contract] table each night, an email message is sent to the person identified as the contract administrator at the following times:
• Therefore, the correct answer is C, D, E, and F.

References:

• 1: Hardware Asset Management overview - ServiceNow - Now Support
• 2: Contract and renewal management - ServiceNow
• 3: Contract Management — ServiceNow Elite
• 4: Email notification condition for contract expiration - ServiceNow

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

According to the ServiceNow Hardware Asset Management documentation, hardware model lifecycle phases are the stages that a hardware model goes through from its introduction to the market to its retirement. The valid hardware model lifecycle phases are:

•Pre-release: The hardware model is not yet available for purchase, but it is planned to be released in the future.

•General Availability: The hardware model is available for purchase and supported by the manufacturer.

•End of Life: The hardware model is no longer available for purchase or supported by the manufacturer.

•Disposal: The hardware model is disposed of or recycled.

• The retirement of an IT asset is the final stage of the hardware asset lifecycle, where the asset is removed from service and disposed of in a secure and compliant manner1.
• The retirement of an IT asset should be done according to the company-defined policies and procedures, which may vary depending on the type, condition, and value of the asset, as well as the business needs and regulatory requirements1.
• The company-defined policies and procedures should specify the criteria, process, and documentation for retiring an IT asset, such as the following1:
• Therefore, the answer that reflects the company-defined policies and procedures is B. At any point that it is recommended by your company-defined policies and procedures.
• The other options are not the correct answer because they are either too vague or too specific:
• 1: Hardware Asset Retirement
• 2: Hardware Asset Policy
• 3: Hardware Asset Disposal
• 4: Hardware Content Service Lifecycle

• 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

• The current value of an asset is the amount that the asset is worth at the present time, based on its original cost and the accumulated depreciation1.
• The current value of an asset is also known as the residual value or the book value12.
• The residual value is the estimated value of the asset at the end of its useful life2.
• The residual value is used to calculate the depreciation expense of the asset over its useful life2.
• The residual value is different from the salvage value, which is the estimated value of the asset if it is sold or disposed of2.
• The cost of ownership is the total amount of money spent on acquiring, maintaining, and operating an asset over its lifetime3.
• The current balance is the amount of money available in an account at a given time4.

References: 1: Asset depreciation 2: Depreciation 3: Cost of ownership 4: Current balance

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 IT Asset Management (ITAM) Hardware Asset Management (HAM) learning path, the Hardware Asset dashboard is a feature that shows key metrics on your hardware and consumable models and assets for the entire asset life cycle.
• The Hardware Asset dashboard is available with the Hardware Asset Management (HAM) application, which is a licensable application that provides advanced workflow, automation, and mobile capabilities to maintain your assets1.
• To access the Hardware Asset dashboard, you need to have the ham_user role, which is the minimum role required to use the HAM application1.
• The ham_user role grants you the permission to view and update hardware and consumable assets, transfer orders, disposal orders, and RMA requests1.
• Therefore, the correct answer is option C, ham_user, as it is the minimum role required to use the Hardware Asset dashboard. References:
• ServiceNow IT Asset Management (ITAM) Hardware Asset Management (HAM) learning path
• Hardware Asset Management documentation
• What is Hardware Asset Management?

• The Product Catalog is a table that contains all the hardware and consumable models that are available in your organization12.
• The Service Catalog is a portal that allows users to browse and request items and services that are approved by the IT department13.
• Publishing an item to the Service Catalog means making it visible and available for users to request13.
• To publish an item to the Service Catalog, you need to use the “Publish to Hardware Catalog” related link in the Product Catalog1 .
• This related link creates a catalog item for the selected model and adds it to the Hardware Catalog category in the Service Catalog1 .
• Therefore, the correct answer is A. Product Catalog, as this is where you can use the “Publish to Hardware Catalog” related link to publish an item to the Service Catalog.

References: 1: Use a hardware asset request flow - ServiceNow 2: Hardware Asset Inventory Management - ServiceNow 3: Service Catalog - Product Documentation: Tokyo - ServiceNow : Publish models to the hardware or software catalog - ServiceNow

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 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]

• 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?

• A component is considered an IT asset when you want to perform hardware asset management (HAM) activities on it1.
• HAM is a subset of IT asset management (ITAM) that focuses on the physical components of IT systems2.
• HAM helps you to manage the entire lifecycle of your hardware assets, from planning and acquisition to retirement and disposal1.
• Some of the HAM activities that require a component to be an IT asset are:
• Therefore, the options that are also HAM activities are A. Manage its procurement, D. Track its incurred costs, and E. Manage its maintenance contracts.
• The other options that are not HAM activities are:
• 1: Hardware Asset Management
• 2: What is Hardware Asset Management?

• The capability blueprint is a framework that helps organizations assess their current and desired state of hardware asset management maturity.
• The capability blueprint consists of five tiers, each representing a different level of capability and value.
• The five tiers are:
• The tier that focuses on achieving best-in-class is the strategic conformance tier, which aims to optimize the cost, quality, and value of hardware assets, as well as align them with the business strategy and objectives. References:
• Hardware Asset Management Capability Blueprint
• Hardware Asset Management Maturity Model

• 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

According to the ServiceNow Hardware Asset Management documentation, a configuration item (CI) is an entity or thing that you wish to track that is required for the delivery of a service. A CI can be a hardware asset, a software asset, a service, a document, or any other component that is part of the IT infrastructure1. A CI is different from an IT asset in that a CI focuses on the technical attributes and relationships of the component, while an IT asset focuses on the financial and contractual aspects of the component2. Therefore, a component is considered a CI as opposed to an IT asset when you want to track its relationship information, such as its dependencies, impacts, and interactions with other CIs. Relationship information helps to manage the configuration and performance of the IT services and to identify and resolve incidents and problems3.

The other options are not correct because:

• Track its incurred costs: This is a function of an IT asset, not a CI. An IT asset tracks the cost, depreciation, and value of the component, as well as the budget and expenses related to the component2.
• Manage its retirement: This is also a function of an IT asset, not a CI. An IT asset tracks the status, location, ownership, and history of the component, as well as the events and actions that occur during the asset lifecycle, including its retirement or replacement2.
• Manage its license contracts: This is another function of an IT asset, not a CI. An IT asset tracks the terms and conditions, warranties, service level agreements (SLAs), and renewals of the contracts associated with the component. Contract management helps to manage the vendor relationships and compliance obligations of the component2.
• Know who is using it: This is not a specific function of either an IT asset or a CI, but rather a common attribute that can be shared by both. Both an IT asset and a CI can have a user or owner field that indicates who is using or responsible for the component4.

References:

• ServiceNow Hardware Asset Management: Asset and CI management
• ServiceNow Hardware Asset Management: Configuration Management
• ServiceNow Hardware Asset Management: Configuration item (CI)
• ServiceNow Hardware Asset Management: Asset and CI fields

• Normalization is the process of standardizing the hardware model data by manufacturer name, model name, and model number1.
• Normalization helps to maintain a clean and consistent configuration management database (CMDB) and to avoid duplicate or inaccurate hardware models1.
• Normalization first runs to normalize the record when you save the hardware model record1.
• This means that when you create or edit a hardware model record, the system automatically checks the record against the normalization rules and the Hardware Content Service Lifecycle data, and updates the record with the normalized values if applicable1.
• Therefore, the answer that reflects when normalization first runs is C. When you save the hardware model record.
• The other options are not the correct answer because they describe different scenarios or actions:
• 1: Hardware Normalization
• 2: Daily Scheduled HAM – Daily Job

• According to the Hardware Asset Management documentation, non-consumable assets are assets that are not depleted or used up when they are applied or consumed, such as laptops, monitors, or routers.
• Non-consumable assets are tracked individually in the ServiceNow platform, and each asset has a unique asset tag and serial number.
• When transferring non-consumable assets between stockrooms, they must be transferred as a single entity with a quantity of one, as stated in the Hardware Asset Management documentation: “Non-consumable assets are transferred as a single entity with a quantity of one. For example, a laptop is transferred as a single entity with a quantity of one.”
• Therefore, the correct answer is option C, as a single entity with a quantity of one. References:
• Hardware Asset Management documentation
• What is Hardware Asset Management?

According to the Now Create ebook, the Now Create methodology consists of five phases: initiate, plan, execute, deliver, and close. Each phase has a specific purpose, outcome, and set of tasks that guide the project team to successful delivery. The other options are not valid phases of the Now Create methodology.

• According to the Hardware Model Normalization document, normalization status is the level of normalization match based on the characteristics of the hardware model data in the ServiceNow platform and the Content Library, which is a cloud-based service that provides normalized and enriched hardware model data.
• The normalization status shows how well the hardware model data matches the Content Library data, and it can be one of the following1:
• The characteristics that are used to determine the normalization status are the following1:
• Therefore, the correct answers are options A, C, and E, as they are the characteristics that are used to determine the normalization status. References:
• Hardware Model Normalization
• What is Hardware Asset Management?

• According to the Hardware Asset Management documentation, the hardware model normalization process is a process of comparing the model data in the ServiceNow platform with the data from the Content Library, which is a cloud-based service that provides normalized and enriched hardware model data.
• The hardware model normalization process 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 process assigns a status to each hardware model, such as Fully Normalized, Partially Normalized, Match Not Found, or Not Normalized1.
• The status of Fully Normalized means that the hardware model data in the ServiceNow platform matches the data from the Content Library, indicating a complete and accurate model record1.
• The status of Partially Normalized means that the hardware model data in the ServiceNow platform partially matches the data from the Content Library, indicating a missing or incorrect model field1.
• In order for a hardware model to be fully normalized rather than partially normalized, the hardware model record must have the following fields populated correctly1:
• Therefore, the correct answer is option E, model number, as it is the field that is required in the hardware model record for full normalization.

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

• The Hardware Asset Management (HAM) plugin is a plugin that enables the Hardware Asset Management application, which helps to track and manage the end-to-end lifecycle of hardware assets, physical and consumable1.
• The HAM plugin provides the following baseline asset lifecycle automation flows2:
• Therefore, the baseline asset lifecycle automation flows that are also options in the question are A. Hardware asset order, E. Hardware deployment, and F. Hardware disposal.
• The other options that are not baseline asset lifecycle automation flows provided by the HAM plugin are:
• 1: Hardware Asset Management
• 2: Asset Lifecycle Automation Flows
• 3: Create a Bulk Stock Order
• 4: Swap a Hardware Asset
• : Retire a Hardware Asset

• According to the Hardware Asset Management page, the three tiers of Lifecycle Management are:
• These three tiers correspond to the options C, D, and E in the question.
• The options A and B are not part of the Lifecycle Management framework, and are not mentioned in the ServiceNow Hardware Asset Management documents. References:
• Hardware Asset Management
• What is Hardware Asset Management?
• Your asset lifecycle: How to manage it all

The itil role enables the user to perform actions related to incident, problem, change, and configuration management. This role is part of the ITIL framework, which is a set of best practices for delivering IT services. According to the ServiceNow documentation1, the itil role can do the following:

• Create and update incidents, problems, and change requests
• View configuration items (CIs) and their relationships
• Add comments and work notes to tasks
• Approve or reject change requests
• Close resolved incidents and problems
• Reopen closed incidents and problems

The other roles listed in the question have different functions and permissions. For example, the procurement_user role can request and track hardware purchases2, the inventory_admin role can manage stockrooms and transfer orders3, the discovery_admin role can configure and run Discovery to populate the CMDB4, and the asset role can view and edit asset records5.

References: 1: Incident Management - Product Documentation: San Diego - ServiceNow 2: Procurement - Product Documentation: San Diego - ServiceNow 3: Inventory Management - Product Documentation: San Diego - ServiceNow 4: Discovery - Product Documentation: San Diego - ServiceNow 5: Asset Management - Product Documentation: San Diego - ServiceNow

• The Hardware Asset dashboard is a collection of data visualizations that show key metrics on your hardware and consumable models and assets for the entire asset life cycle1.
• The tabs in the Hardware Asset dashboard are updated in real time, meaning that they reflect the latest data from the Hardware Asset Management application2.
• The tabs in the Hardware Asset dashboard are not based on scheduled jobs, hourly intervals, or 15-minute intervals, as these options would not provide the most accurate and up-to-date information on your hardware assets. References: 1: Hardware Asset dashboard - Product Documentation: San Diego - ServiceNow 2: Hardware Asset Management overview - ServiceNow - Now Support

• 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 used to track the financial, contractual, and inventory details of hardware and devices, not to perform audits. References:
• 1: Audit your inventory - Product Documentation: San Diego - ServiceNow
• 2: Enterprise Asset Inventory Management - ServiceNow
• 3: My Assets mobile app - Product Documentation: San Diego - ServiceNow
• 4: Software Asset Management - ServiceNow
• : IT Asset Management - ServiceNow

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.

References:

• ServiceNow Hardware Asset Management: Loaner Asset Requests
• ServiceNow Hardware Asset Management: Request a loaner asset
• ServiceNow Hardware Asset Management: Waitlist a loaner asset request
• [ServiceNow Hardware Asset Management: Asset Reservations and Loaner Asset Requests]
• [ServiceNow Hardware Asset Management: Transfer orders]
• [ServiceNow Hardware Asset Management: Transfer Order Management]
• [ServiceNow Hardware Asset Management: Purchase orders]

• Hardware normalization is a process that standardizes the data of hardware and consumable models by using the United Nations Standard Products and Services Code (UNSPSC) and a set of rules12.
• Normalization can be performed manually or automatically on models in the model catalog12.
• If a model has been normalized, it will have a check mark in the Normalized column in the model list1.
• To revert the normalization of a model, you can use the Revert Normalization UI action, which is available on the model form13.
• The Revert Normalization UI action will restore the original values of the model attributes that were changed by the normalization process13.
• The Revert Normalization UI action will also clear the Normalized check mark and the Normalization Source field on the model form13. References: Work with hardware normalization - ServiceNow - Now Support, Hardware Asset Management builds onCore Asset Management - ServiceNow, Automation Simplifies Hardware Asset Management - ServiceNow Blog, Product Documentation | ServiceNow

• According to the Hardware Asset Management documentation, the hardware model normalization process is a process of comparing the model data in the ServiceNow platform with the data from the Content Library, which is a cloud-based service that provides normalized and enriched hardware model data.
• The Content Library automatically populates your inventory with non-discoverable asset metadata, which are the data that cannot be obtained from discovery tools or manual entry, such as manufacturer name, model name, model number, and product lifecycle information1.
• The product lifecycle information includes the manufacturer lifecycle dates, which are the dates when the manufacturer stops selling, supporting, or servicing a hardware product1.
• The manufacturer lifecycle dates are important for hardware asset management, as they help customers plan for hardware refreshes based on end-of-life (EOL) and end-of-service (EOS) dates2.
• Therefore, the correct answer is option C, manufacturer lifecycle dates, as they are the non-discoverable asset metadata that the Content Library automatically populates your inventory with as part of the hardware model normalization process. References:
• Hardware Asset Management documentation
• What is Hardware Asset Management?

• 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

• 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