CIS-HAM Certified Implementation Specialist - Hardware Asset Management Question and Answers

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

• 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:
• 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.

References: 1: Use a hardware asset request flow - ServiceNow 2: Hardware Asset Inventory Management - ServiceNow

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

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

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]

• 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:

• A field service management (FSM) change task is a task that is created from a change request and assigned to a field service agent to perform work on a configuration item (CI) or an asset1.
• An asset task is a task that is created from an asset record and linked to an FSM change task to track the work done on the asset2.
• When an asset task is completed, the asset record associated to the task is automatically updated with the latest information, such as location, status, assignment group, assigned to, and so on2.
• This feature removes the need to manually update the asset record after completing the FSM change task, saving time and ensuring accuracy2.

References: 1: Create a change task for field service 2: Asset tasks

• Create transform map: A transform map is a set of field mappings that determine how the source data in the import set table is transformed into the target data in the hardware asset table. You can create a transform map by using the Load Data UI page, or by navigating to System Import Sets > Create Transform Map. You need to specify the source table, the target table, and the field mappings between them. You can also define coalesce fields, which are used to prevent duplicate records from being created or updated. For example, you can use the asset tag or the serial number as a coalesce field.
• Load data: To load data into the import set table, you need to select a data source, such as a file, a JDBC data source, or a web service. You can use the Load Data UI page, or navigate to System Import Sets > Load Data. You need to specify the source type, the file name or the connection URL, the sheet number and the header row (if using a file), and the import set table name. You can also preview the data before loading it into the table.
• Run transform map: To run the transform map, you need to navigate to System Import Sets > Transform Maps, and select the transform map that you created. You can then click on the Run Transform button, which will execute the field mappings and transform the data from the import set table to the hardware asset table. You can also view the transformation history, the transformation statistics, and the transformation log to monitor the progress and the results of the transformation.

References:

• 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.
• Hardware Asset Inventory Management, which explains how to streamline inventory stock orders, empower employees with a robust asset catalog, monitor stock depletions, track shipments, scan assets with a mobile device, and plan asset refresh cycles.
• Getting Started with ServiceNow Hardware Asset Management, which provides general procedures and forms for performing asset lifecycle management activities in ServiceNow.

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.

• 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

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, 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

• 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 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.

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

References:

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

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

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

References:

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

• A is correct because opting out of the ServiceNow Content Service for specific models means that the customer does not share unnormalized software installation data with ServiceNow for those models. Therefore, the customer does not receive automatic content updates based on their unique software installation footprint for those models. This may result in lower software recognition rates and less accurate asset inventory and compliance reports12
• B is not correct because opting out of the ServiceNow Content Service for specific models does not affect the sharing of unnormalized software installation data for other models. The customer still receives automatic content updates for those models that are not opted out12
• C is not correct because opting out of the ServiceNow Content Service for specific models does not change the encryption status of the unnormalized software installation data. The data is always encrypted before being sent to the ServiceNow Content Service, regardless of whether the customer opts out or not13
• D is not correct because opting out of the ServiceNow Content Service for specific models does not prevent the customer from receiving Content Library updates. The customer still receives weekly updates of the Content Library, which contains mapping rules and patterns for software and hardware recognition. However, the updates may be less applicable to the customer’s unique software and hardware installation footprint for the models that are opted out12

References: 1: Software Asset Management Content Service 2: Content Library for IT Asset Management - ServiceNow 3: Software Asset Management Content Service security

• 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?

• Stock rules are a feature of ServiceNow Hardware Asset Management that allow you to automate the replenishment of stock levels in your stockrooms1.
• Stock rules define the minimum and maximum quantities of a specific model that you want to keep in a stockroom, as well as the reorder point and quantity1.
• When the stock level of a model falls below the reorder point, a stock order is automatically generated to replenish the stockroom to the maximum quantity1.
• You can create and manage stock rules by navigating to Hardware Asset Management > Model Management > Stock Rules1. References:
• 1: Stock rules - ServiceNow Docs.

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

References:

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

 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]

• 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

• 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 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.

References:

• 1: Hardware Asset Management overview - ServiceNow - Now Support
• 2: Asset Management - ServiceNow - Now Support

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.

• The core table that requires migration when extending ITSM Asset Management with Hardware Asset Management is the alm_asset table1.
• The alm_asset table stores the records of all the assets in the system, regardless of their type or class1.
• When you activate the Hardware Asset Management plugin, a migration script runs that converts the existing asset records in the alm_asset table to hardware asset records in the alm_hardware table2.
• The alm_hardware table is a child table of the alm_asset table that stores the records of the hardware assets only2.
• The migration script also updates the references and relationships of the migrated assets to the new table2.
• The migration script runs only once and does not affect the future creation or update of asset records2. References:
• Asset table - Product Documentation: San Diego - ServiceNow
• Hardware Asset Management - Product Documentation: Tokyo - ServiceNow

• 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

• 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.
• The asset audit results show 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”.
• The status of “Scanned and expected” means that the asset was both expected to be in the inventory and scanned during the audit, indicating a match between the physical and the logical inventory.
• Therefore, if you receive the result of 10 “Scanned and expected” assets, it means that you expected 10 assets in your inventory and scanned these 10 assets during your audit, as stated in option B. References:
• Hardware Asset Management documentation
• What is Hardware Asset Management?

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

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

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

• The plugin that helps alleviate inconsistencies in company names is the Normalization Data Services plugin, which is part of the ServiceNow IT Asset Management suite1.
• The Normalization Data Services plugin provides a set of features and capabilities that enable you to standardize and normalize data across various tables and fields in ServiceNow, such as manufacturer names, model names, software names, and company names12.
• The Normalization Data Services plugin uses a combination of rules, dictionaries, and algorithms to identify and correct data inconsistencies, such as spelling errors, abbreviations, synonyms, and duplicates12.
• The Normalization Data Services plugin can help you improve the quality and accuracy of your data, reduce manual efforts and errors, and enhance reporting and analysis12. References:
• 1: Normalization Data Services - Product Documentation: San Diego - ServiceNow
• 2: Normalization Data Services - ServiceNow

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

• 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

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 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 transfer order is a document that records the movement of assets from one location to another1.
• A transfer order line is a record that specifies the quantity and type of assets to be transferred1.
• When you cancel a transfer order line, the associated assets are released from the transfer order and their state changes from Pre-allocated to Available1.
• The released assets can then be attached to another transfer order or used for other purposes1. References:
• Transfer orders - Product Documentation: Rome - ServiceNow

 ServiceNow Hardware Model Normalization enables users to normalize the details, such as manufacturer, product, model, and device type, of your hardware and consumable models. Normalization aligns assets under a common display name based on the product’s unique model number. ServiceNow uses the United Nations Standard Products and Services Code (UNSPSC) as the global standard for product recognition during hardware model normalization. UNSPSC is a hierarchical classification of products and services that provides a common language for exchange of information across markets and countries. References: Automation Simplifies Hardware Asset Management, Work with hardware normalization, Hardware Model Normalization

• 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 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.