CIS-HAM Technical Reference

SERVICENOW · CIS – Hardware Asset Management (CIS-HAM)

By sparky

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Exam notes for ServiceNow Hardware Asset Management lifecycle and data integrity.

Cheat Sheet

CIS-HAM Technical Reference

CIS-HAM

Master the lifecycle state transitions and authoritative data sources to distinguish between CI and Asset record requirements. Focus on the specific triggers that advance assets through the HAM lifecycle.

Decision Cues

  • Discovered hardware: Pick CI, then reconcile to Asset.
  • Purchase order received: Use Receiving module.
  • Asset missing/damaged: Use Asset Action.
  • Lifecycle state mismatch: Check Model Category.
  • Contractual context needed: Use Asset record.
1

Lifecycle Fundamentals

Asset vs CI: Asset is financial/contractual; CI is operational/relational. A single hardware model can have multiple CIs but one unique asset record per serial number.

State Purpose
In Stock Available for deployment
In Use Assigned to user/location
Retired End of life/disposed
2

Model Management

Model Categories define the relationship between Assets and CIs. A Model Category must exist for an asset to be created from a CI.

  • Hardware Model: The template for all assets of that type.
  • Normalization: Uses the Content Library to standardize manufacturer and product names.
3

Data Integrity Sources

Prioritize authoritative sources for asset lifecycle data.

  • Discovery: Authoritative for CI attributes (IP, OS).
  • Procurement: Authoritative for cost, vendor, and purchase date.
  • Normalization Content: Authoritative for model metadata.
4

Identifier Reconciliation

Reconciliation rules prevent duplication. Use serial number and asset tag as primary identifiers.

Asset Tag: Physical labelSerial Number: OEM identifier

Mismatch? Use the Identification and Reconciliation Engine (IRE) to map incoming data to existing records.

5

Practical Asset Flow

The standard flow: Request > Procurement > Receiving > Inventory > Deployment > Maintenance > Retirement.

Transfer Orders: Manage movement between stockrooms. Requires a source and destination stockroom with defined state transitions.

6

Inventory & Stock

Stock Rules automate replenishment. When stock hits the 'Minimum Quantity' threshold, the system triggers a purchase order or transfer request.

Consumables: Tracked by quantity, not serial number. They do not have individual CI records.

7

Operational Integration

Integration points for HAM:

  • Catalog: Triggers fulfillment workflows.
  • Change Management: Updates asset states during hardware refresh.
  • Incident: Links to asset to show service history.
8

Financial Management

Asset records store depreciation, cost, and warranty data. Depreciation is calculated based on the Asset record's financial fields, not the CI.

Note: Financial data is tied to the Asset record, making it the primary object for TCO reporting.

9

Asset Tasks

Asset Tasks provide a mechanism for manual interventions or lifecycle events that do not trigger automatically.

  • Reclamation: Returning an asset to stock from a user.
  • Disposal: Finalizing the retirement of an asset with audit trails.
10

Common Distinctions

Requirement Choose
Physical count Inventory Audit
End-of-Life check Normalization Data
Move between sites Transfer Order
Assign to user Deployment

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