CIS-HAM Exam Dumps - Certified Implementation Specialist - 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

• Consumables are hardware assets that are not tracked individually, but as a quantity of items in a stockroom, such as keyboards, mice, cables, etc.1
• When a stock manager receives a new delivery of consumables, they can use the Mobile Asset Receiving feature to scan the barcode of the purchase order and receive multiple assets against it using a mobile device2
• If the received consumables match another record in the stockroom based on the following fields: Assigned to, Model, Model category, State, Stockroom, and Substate, then the data is automatically merged to create a blended quantity and cost3
• This means that the system calculates the average cost per item and the total quantity of the consumables in the stockroom, and updates the existing record accordingly3
• This feature helps to reduce duplicate records and simplify inventory management of consumables3

References: 1: Hardware Asset Management - ServiceNow 2: [Mobile Asset Receiving - ServiceNow] 3: [Consumable Hardware Assets - 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 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 documentation, assets can be moved between stockrooms by using transfer orders. A transfer order is a record that tracks the movement of assets from one stockroom to another. A transfer order can be created manually by the stock manager or automatically by the system based on predefined rules or workflows1. A transfer order contains information such as the source and destination stockrooms, the assets to be transferred, the shipment details, and the status of the transfer2.

The other options are not correct because:

• Stock orders are records that track the procurement of assets from vendors, not the movement of assets between stockrooms3.
• Stock rules are rules that define the minimum and maximum stock levels for each asset model in a stockroom, not the movement of assets between stockrooms.
• Transfer rules are rules that define the conditions and actions for creating transfer orders automatically, not the records that track the movement of assets between stockrooms.

References:

• ServiceNow Hardware Asset Management: Transfer orders
• ServiceNow Hardware Asset Management: Create a transfer order
• ServiceNow Hardware Asset Management: Stock orders
• [ServiceNow Hardware Asset Management: Stock rules]
• [ServiceNow Hardware Asset Management: Transfer rules]

• 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

• The ServiceNow Agent mobile app allows the user to scan and create assets in ServiceNow in various scenarios123.
• One scenario is to create a single asset via barcode scan. The user can scan the barcode or QR code of an asset and fill in the required fields to create an asset record in ServiceNow1.
• Another scenario is to receive one or multiple assets from a purchase order. The user can scan the barcode or QR code of a purchase order and view the list of assets to be received. The user can then scan the assets and confirm the receipt in ServiceNow1.
• The other scenarios, such as creating multiple assets listed on a contract PDF scan or creating a single asset via Name search, are not supported by the ServiceNow Agent mobile app123. References:
• ServiceNow Agent app - Product Documentation: San Diego - Now Support Portal
• Hardware Asset Inventory Management - ServiceNow
• Automation Simplifies Hardware Asset Management - ServiceNow Blog

• 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

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

• 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 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?

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

• ServiceNow Hardware Asset Management landing page
• ServiceNow Hardware Asset Management overview
• ServiceNow Software Asset Management overview

• Operational: The current status, performance, availability, and capacity of the CI, as well as any incidents, problems, or changes that affect it.
• Relationship: The dependencies and connections between the CI and other CIs, services, processes, and users.

The information that you would track for an asset includes:

• Financial: The cost, depreciation, ownership, and warranty of the asset, as well as any procurement or disposal activities.
• Lifecycle: The stages and transitions of the asset from request to retirement, as well as any inventory or stock management.

The information that you would not track for a CI versus an asset are:

• Contractual: This information is relevant for both CIs and assets, as it relates to the agreements and obligations between the service provider and the customer or vendor.
• Lifecycle: This information is relevant for both CIs and assets, as it relates to the stages and transitions of the component from request to retirement.

References: 3: Asset and CI management - Product Documentation: San Diego - ServiceNow 2: What is the difference between an Asset and a Configuration Item? 1: [ITIL 4 Foundation] IT Assets vs. Configuration Items (CI’s) - CertiBanks

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

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

• According to the Hardware Asset Management documentation, the hardware model normalization 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.

• 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 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

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

• The Overview view is a dashboard that displays metrics and charts related to the hardware assets in your organization.
• The Overview view shows the following information:
• To access the Overview view, you need to have the sn_ham.user role or the sn_ham.admin role.
• To access the Overview view, navigate to Hardware Asset Management > Overview. References:
• Overview
• Hardware Asset Management roles

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

• 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

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

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

References:

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

• According to the Hardware Asset Management documentation, 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?

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.

• Stock rules are the rules that define the minimum and maximum quantities of hardware assets in a stockroom1.
• Stock rules help to optimize the inventory levels and avoid overstocking or understocking of hardware assets1.
• Stock rules have the following purposes:
• Therefore, the purposes of stock rules that are also options in the question are A. To automatically transfer assets when a low quantity threshold is detected in a stockroom and C. To send notifications when a low quantity threshold is detected in a stockroom.
• The other options that are not purposes of stock rules are:
• 1: Stock Rules
• 2: Purchase Orders
• 3: Transfer Orders
• 4: Stock Order Tasks

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]

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

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 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

• 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

• Classes are represented as tables in the ServiceNow database that define the attributes and relationships of a specific type of record1
• The base asset class is the alm_asset table, which contains the common fields and properties for all types of assets, such as hardware, software, consumable, etc.2
• The alm_asset table is extended by other asset classes, such as alm_hardware, alm_software, alm_consumable, etc., which add more specific fields and properties for each asset type2
• The cmdb_asset table is not a class, but a view that joins the alm_asset table and the cmdb_ci table, which is the base configuration item (CI) class3
• The cmdb_hardware table is a CI class, not an asset class, that contains the common fields and properties for all types of hardware CIs, such as computers, devices, network equipment, etc.4

References: 1: Tables and Classes - ServiceNow 2: Asset [alm_asset] table - ServiceNow 3: Asset and Configuration Item [cmdb_asset] view - ServiceNow 4: Hardware [cmdb_ci_hardware] class - ServiceNow

• 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

• Hardware model normalization is a feature that enables users to normalize the details, such as manufacturer, product, model, and device type, of their hardware and consumable models1.
• Hardware model normalization uses the data from the Hardware Model Normalization Content Service, which is a cloud-based service that provides standardized information for thousands of hardware models1.
• The key attribute in the model record that hardware model normalization uses to normalize inconsistent manufacturers and product names is the model number12.
• The model number is a unique identifier for a specific product or model that is assigned by the manufacturer12. It is based on the United Nations Standard Products and Services Code (UNSPSC), which is a global classification system for products and services23.
• Hardware model normalization compares the model number of the model record with the model number of the Hardware Model Normalization Content Service record and updates the model record with the normalized information, such as display name, manufacturer, product, and device type12.
• The other options are not the key attribute that hardware model normalization uses to normalize inconsistent manufacturers and product names. The asset tag, the display name, the model category, and the asset tracking unit are either not unique or not based on the UNSPSC.

References:

• 1: Hardware Model Normalization - Product Documentation: Tokyo - ServiceNow
• 2: Hardware Asset Management overview - ServiceNow - Now Support
• 3: Product Documentation | ServiceNow
• 4: Automation Simplifies Hardware Asset Management - ServiceNow Blog

• 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

• To prevent normalization information for a specific hardware model from being sent to the ServiceNow Content Service, you need to select the Exclude from content service check box on the Normalization tab of the hardware model record1.
• The ServiceNow Content Service is a cloud-based service that provides normalized data for hardware and consumable models. It helps you to keep your model data consistent and up to date2.
• The other options are not valid ways to exclude a hardware model from the content service. There is no Exclude or Opt-out button on the hardware model record. There is also no Opt-out from content service check box on the Normalization tab of the hardware model record. References: 1: Work with hardware normalization 2: ServiceNow Content Service

• 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 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

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

• Contract Management notifications are sent to contract administrators to remind them of contract expiration dates so they can renew or renegotiate the contract1.
• The expire date is the most important contract date to be aware of because it indicates when the contract is no longer valid and the service or product is no longer covered2.
• If a contract expires without renewal or extension, it can result in penalties, service downtime, or loss of warranty or maintenance3.
• Therefore, the expire date is the most critical date for contract management and should be monitored closely. References:
• 1: Product Documentation | ServiceNow
• 2: Contract and renewal management - ServiceNow
• 3: Hardware Asset Management overview - ServiceNow - Now Support
• 4: Use a hardware asset request flow - ServiceNow