CIS-HAM Sample Questions Answers

 Operational expenses are the costs incurred by an organization to maintain and use an asset throughout its lifecycle. These costs include the expenses related to the repair, maintenance, upgrade, and disposal of the asset. Some examples of operational expenses are:

• Replacement parts: These are the costs of purchasing and installing new parts or components for an asset that is damaged, worn out, or obsolete. For example, replacing a hard drive, a battery, or a keyboard for a laptop.
• Maintenance agreements: These are the costs of contracting with a vendor or a service provider to perform regular or preventive maintenance on an asset. For example, paying a monthly fee for a technician to check and service a printer or a scanner.

Other examples of operational expenses are:

• Storage costs: These are the costs of renting or owning a space to store an asset that is not in use or awaiting disposal. For example, paying for a warehouse, a locker, or a shelf to keep unused or surplus computers or monitors.
• Warranty costs: These are the costs of extending or renewing the warranty coverage for an asset that is still under the manufacturer’s warranty or has expired. For example, paying an extra fee for a one-year or a three-year warranty extension for a tablet or a smartphone.

References:

• 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 Management, which gives an overview of the benefits and features of the Hardware Asset Management solution, such as reducing costs, improving compliance, optimizing asset utilization, and enhancing service delivery.
• Hardware Asset Management - ServiceNow, which provides a data sheet with the key capabilities and benefits of the Hardware Asset Management application.

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

 According to the ServiceNow Hardware Asset Management documentation, ITAM personas and ITAM roles are different concepts that relate to the types and access of users of the product. The difference between them are as follows:

• ITAM personas are user profiles that represent the typical users of the ITAM product and their business needs. They are not tied to any specific role or permission, but rather describe the goals, challenges, and expectations of the users. For example, some of the ITAM personas are IT Asset Manager, IT Asset Analyst, IT Procurement Manager, and IT Finance Manager1.
• ITAM roles are access controls that determine what features and functions a user can access in the ITAM product. They are assigned to users or groups based on their responsibilities and tasks. They can also be combined to grant multiple levels of access to a user. For example, some of the ITAM roles are asset, asset_admin, asset_tagging, and procurement2.

Therefore, a user may have multiple roles, but a single persona (A), roles control access to features in the product (B), personas represent types of users of the product ©, and a user may have multiple roles and personas (F) are the correct statements that describe the difference between ITAM personas and ITAM roles. References:

1: ITAM personas 2: ITAM roles

• To activate HAM, navigate to System Definition > Plugins and search for Hardware Asset Management. Click Activate/Upgrade and follow the instructions1.
• To run the scheduled job “Asset - Create FSM asset tasks”, navigate to System Definition > Scheduled Jobs and search for the job name. Click Execute Now to run the job immediately or set a schedule for it to run periodically2.
• The scheduled job will create asset tasks for existing incidents, changes, and work orders that have assets associated with them. The asset tasks will be linked to the parent records and will have the same state and assignment group as the parent records2.
• The asset tasks will allow the asset managers to track and manage the assets involved in the service delivery processes3. References:
• 1: Hardware Asset Management - ServiceNow
• 2: Asset - Create FSM asset tasks scheduled job
• 3: Hardware Asset Management and Field Service Management integration

• 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

• 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

According to the ServiceNow Hardware Asset Management documentation, the Asset-CI Task Action field is a choice list that allows the agent to select an action to perform on the asset and CI records related to the Incident. The possible actions are:

•No action: No changes are made to the asset and CI records.

•Retire: The asset and CI records are set to the Retired state.

•Dispose: The asset and CI records are set to the Disposed state.

•Repair: The asset and CI records are set to the Repair in Progress state.

•Replace: The asset and CI records are set to the Retired state and a new asset request is created for a replacement.

•Return: The asset and CI records are set to the Returned state and a new asset request is created for a replacement.

• 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

• 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

References: 1: Creating New Transform Maps - ServiceNow 2: [Coalesce - ServiceNow]

According to the ServiceNow Hardware Asset Management documentation, asset management is the practice of managing the lifecycle and optimization of physical assets to meet the needs and goals of an organization. Asset management involves the balancing of costs, opportunities and risks against the desired performance of assets to achieve an organization’s objectives. The other options are not the focus of asset management.

According to the ServiceNow Hardware Asset Management documentation1, when a hardware asset is retired, the system property glide.ham.retire_reclaim_sw() determines whether the software allocations on that asset are automatically reclaimed or not. If the property is set to true, the software allocations are returned to the inventory. If the property is set to false, the software allocations remain with the hardware asset and need to be reclaimed manually. References: 1: Hardware Asset Management - ServiceNow2

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

• 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

• According to the ServiceNow Product Documentation on Document Templates1, document templates are records that define the layout and content of a document that can be generated from a table record, such as an HR case1. They can include information such as fields, variables, images, and signatures1.
• According to the ServiceNow Product Documentation on Generate Documents from Templates2, when a document template is created from an HR case, the name of the person who created the document is added to the name of the attachment2. For example, if John Smith created a document from the template Employee Termination Letter, the attachment name would be Employee Termination Letter - John Smith.docx2.
• The reason for this naming convention is to indicate who generated the document, which can be useful for auditing and tracking purposes2. It can also help to avoid confusion or duplication if multiple documents are generated from the same template by different users2.
• The other options are not the correct explanation for why the name of the person who created the document is added to the name of the attachment. It does not indicate who should sign the document, as the signature can be added as a variable in the template1. It does not indicate the Opened for user, as the document can be generated for any HR case, not necessarily the one that the user opened2. It does not indicate who the document is about, as the document can contain information about multiple parties, such as the employee, the manager, and the HR representative2.

References:

• 1: ServiceNow Product Documentation: Document Templates
• 2: ServiceNow Product Documentation: Generate Documents from Templates

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

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

• According to the ServiceNow Product Documentation on Stock Rules1, stock rules are records that define the conditions and actions for replenishing the stock of assets in a stockroom when they drop below a specified threshold1.
• According to the ServiceNow GlideFast blog post on Stock Rules in ServiceNow2, when creating a stock rule that replenishes from a vendor, the primary requirement for the warehouse stockroom is that it must have an assigned manager and the manager must have a valid email address2.
• The reason for this requirement is that the stock rule will generate a purchase order for the procurement of additional assets from the vendor, and the purchase order will be sent to the stockroom manager’s email address for approval2.
• The other options are not primary requirements for the warehouse stockroom when creating a stock rule that replenishes from a vendor. The stockroom does not need to have an assignment group, a valid mobile phone, or a valid time zone for the stock rule to work.

References:

• 1: ServiceNow Product Documentation: Stock Rules
• 2: Stock Rules in ServiceNow - GlideFast ServiceNow

• 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:
• 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:
• 1: Hardware Asset Dashboard

• 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

• 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.

References: 1: Normalization Data Services Client - Product Documentation: Tokyo - ServiceNow 2: Normalization Data Services - ServiceNow 3: Hardware Model Normalization - Product Documentation: Tokyo - ServiceNow

• 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

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.

Normalization is the process of restructuring data to maintain consistency, accuracy, and completeness across different sources and systems. Normalization helps to eliminate data duplication, conflicts, and errors, and to ensure that the data conforms to predefined standards and rules. Normalization is especially important for hardware asset management, as it enables users to have a clear and unified view of their hardware models, manufacturers, product names, device types, and other attributes. ServiceNow Hardware Asset Management provides a feature called Hardware Model Normalization, which allows users to normalize the details of their hardware and consumable models using predefined or custom rules, data sources, and schedules. Hardware Model Normalization can be accessed from the Hardware Asset Management application menu in the ServiceNow platform1. References: Hardware Asset Management - ServiceNow, Hardware Asset Management - Product Documentation: Tokyo - ServiceNow, Hardware Asset Management Implement - Customer Success - ServiceNow, Work with hardware normalization - ServiceNow - Now Support, Getting Started with ServiceNow Hardware Asset Management

According to the ServiceNow Hardware Asset Management documentation, the core sets of data required for effective IT asset management are:

•Manufacturers: The companies that produce the hardware assets, such as Dell, HP, Cisco, etc.

•Locations: The physical places where the hardware assets are stored or used, such as offices, data centers, warehouses, etc.

•Users: The people who own, use, or manage the hardware assets, such as employees, customers, vendors, etc.

•Models: The specific types or categories of hardware assets, such as laptops, servers, routers, etc.

• 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:

• 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

• Now Create is a solution that provides step-by-step delivery guidance based on real-world experiences and proven leading practices, to perform digital transformations using ServiceNow products12.
• A success pack is a collection of processes and assets that, when executed by qualified ServiceNow practitioners, will deliver successful outcomes for your project13.
• A process is a set of tasks that guides you through the implementation or upgrade of a ServiceNow product or feature1.
• An asset is an input to the methodology and can be product specific leading practice detailed instructions related to the success pack or other product agnostic project templates and accelerators1.
• A success pack can be exported into ServiceNow SPM (and other project execution tools) to accelerate project start-up and provide easy links back to Now Create throughout the project execution1.
• The other options are not correct terms used in Now Create. There is no such thing as a Now Create pack, a project pack, a methodology pack, or an asset pack.

References:

• 1: ServiceNow Create - Now Create
• 2: Project Methodology - Customer Success - ServiceNow
• 3: Now Create: Faster implementations, better outcomes - ServiceNow

• 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?

• A transfer order is a document that is used to execute the movement of hardware assets from one stockroom location to another within the same organization1.
• A transfer order is created when there is a need to replenish, share, or relocate hardware assets between different stockrooms1.
• A transfer order consists of one or more transfer order lines, each containing the information about the asset to be moved, such as the model, quantity, source stockroom, destination stockroom, and expected delivery date1.
• A transfer order can be created manually or automatically based on predefined rules or thresholds1.
• A transfer order goes through several stages, such as draft, approved, shipped, received, and closed1.
• A transfer order can be tracked and managed using the Hardware Asset Management Workspace or the Transfer Order form1. References:
• Transfer orders

• 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

• 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 normalized display name is a combination of these three attributes, separated by a hyphen, for example: Dell-Inc.-OptiPlex 70102
• The normalized display name helps to identify and group models with similar properties and reduce duplicates and inconsistencies in the model catalog and the Configuration Management Database (CMDB)2

References: 1: Hardware Model Normalization - ServiceNow 2: Set the normalized display name - ServiceNow

• To exclude certain types of CIs from the CI lists on the Incident, Problem, and Change forms, you can use the Principal CI class checkbox, which is available on the Class Manager module under Configuration1.
• The Principal CI class checkbox allows you to specify which CI classes are considered as principal CIs, meaning they are the most relevant and important CIs for the business services and processes1. By default, only the CI classes that have this checkbox selected are displayed on the CI lists on the Incident, Problem, and Change forms2.
• To use this feature, you need to navigate to the Class Manager module, select the CI class that you want to exclude or include, and check or uncheck the Principal CI class checkbox accordingly1. You can also use the Filter option to search for the CI classes by name or label1.
• The other options are not recommended or valid ways to exclude certain types of CIs from the CI lists. Adding a Show field to the base cmdb table would require modifying the table schema and creating a reference qualifier, which could affect the performance and integrity of the CMDB3. Creating an Access control to hide the unnecessary CIs from the itil users would require defining the conditions and roles for the access rule, which could be complex and error-prone4. Making a show/hide UI action to show only the desired CIs to the itil users would require creating a custom script and UI element, which could be incompatible with the existing UI and functionality. References: 1: Principal configuration item classes 2: Configuration item lists 3: CMDB table schema 4: Access control rules : [UI actions]

• 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?

• 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?

• 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 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]