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

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.

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 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?

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.

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.

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

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

According to the Hardware Asset Management documentation, a transfer order is a record that tracks the movement of assets from one stockroom to another.

A transfer order line is a record that specifies the quantity and type of assets to be transferred, as well as the source and destination stockrooms1.

When using the HAM application, what happens when you create a new transfer order line on a transfer order is that a transfer order line task is automatically created to move the transfer order line from one stage to another1.

A transfer order line task is a record that tracks the progress of the transfer order line through the following stages1:

Requested: The transfer order line is created and waiting for approval.

Approved: The transfer order line is approved and ready for fulfilment.

Fulfilled: The transfer order line is fulfilled and the assets are shipped from the source stockroom.

Received: The transfer order line is received and the assets are checked in at the destination stockroom.

Closed: The transfer order line is closed and the transfer is complete.

Therefore, the correct answer is option C, a transfer order line task is automatically created to move the transfer order line from one stage to another, as it describes what happens when you create a new transfer order line on a transfer order. References:

Hardware Asset Management documentation

What is Hardware Asset Management?

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.

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

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.

Inventory audits are the processes of verifying the accuracy and consistency of the hardware asset inventory across the enterprise1.

The Hardware Asset Management (HAM) application supports the following types of inventory audits1:

Stockroom audit: This is an audit that verifies the quantity and condition of the hardware assets in a stockroom. A stockroom is a physical location where hardware assets are stored before they are delivered to the end users or transferred to another stockroom2. A stockroom audit helps to optimize the inventory levels, avoid overstocking or understocking, and identify any discrepancies or issues with the stockroom assets1.

Location audit: This is an audit that verifies the presence and status of the hardware assets in a specific location, such as an office, a building, or a floor. A location audit helps to ensure that the hardware assets are assigned to the correct owners, locations, and departments, and to identify any missing, unknown, or unauthorized assets1.

Therefore, the types of inventory audits that are also options in the question are A. Stockroom audit and C. Location audit.

The other options that are not types of inventory audits supported by the HAM application are:

Vendor audit: This is not a type of inventory audit, but a type of vendor management activity. Vendor management is the process of managing the relationships and contracts with the vendors that provide hardware assets and services to the organization3. Vendor audit is an activity that evaluates the performance, quality, and compliance of the vendor based on predefined criteria and metrics3.

Discovery audit: This is not a type of inventory audit, but a type of configuration management activity. Configuration management is the process of maintaining the accuracy and consistency of the operational and relationship information of IT assets and services in the Configuration Management Database (CMDB)4. Discovery audit is an activity that compares the actual configuration items (CIs) in the IT environment with the expected CIs in the CMDB and identifies any differences or discrepancies4. References:

1: Hardware Asset Inventory Audit

2: Stockrooms

3: Vendor Management

4: Configuration Management

To find the answer, I searched for “ServiceNow Hardware Asset Management IT asset vs. CI” using my search_web tool.

I found several relevant web pages that explain the difference between an IT asset and a CI in ServiceNow.

I learned that an IT asset is any financially valuable component that can contribute to the delivery of an IT product or service, while a CI is any component that needs to be managed in order to deliver an IT service12.

I also learned that an IT asset is often a CI, but not all CIs are IT assets12.

Therefore, a component is considered an IT asset vs. a CI when you want to do the following:

Manage its procurement, maintenance, or retirement

Track its monetary value or costs

Manage its associated license, warranty, or lease contracts

These are the aspects that relate to the financial value and lifecycle of the component, which are relevant for IT asset management34.

The other options, such as tracking its operational information and knowing its relationships to other assets in the CMDB, are more relevant for CI management, which is part of configuration management35.

The second tier of the capability blueprint in ServiceNow is Practical Management, focusing on managing operational tasks efficiently while aligning with strategic goals. It bridges the gap between foundational and advanced asset capabilities.

According to the ServiceNow Hardware Asset Management documentation, a hardware asset is defined as "any tangible, physical company technology asset, including those currently in use, those in storage, and support equipment"1. Websites are not tangible or physical assets, but rather digital or virtual assets that are hosted on servers or other hardware devices. Therefore, websites are not considered hardware assets by ServiceNow. The other options, switches, routers, buildings, and software entitlements, are all examples of hardware assets or related items that can be managed by ServiceNow Hardware Asset Management. References:

What is Hardware Asset Management?

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

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 reclamation process allows managers to select assets to be reclaimed from the asset service catalog, including hardware, software, and consumables. Only selected items will be processed for return.

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.

 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

The Service Catalog provides a user-friendly interface for requesting hardware assets and services from the IT department1

The Service Catalog facilitates the ability to source from existing stock by allowing users to select from a list of available hardware products that are in stock or reserved in a stockroom2

The Service Catalog also enables users to view the status of their requests, track the delivery and return of assets, and report any issues or incidents related to assets1

The Service Catalog is integrated with the Procurement Catalog, which contains the list of hardware products that are currently on order or have been received from vendors3

The Service Catalog is also linked to the Product Catalog, which contains the list of hardware products that are available for purchase from vendors or internal sources4

The Vendor Catalog contains the list of vendors that supply hardware products, but it does not facilitate the ability to source from existing stock

According to the ServiceNow documentation, an asset is "any tangible or intangible item that might have value for an organization"1.

The default asset classes in ServiceNow are Hardware, Software License, Consumable, Bundle, Software Entitlement, and Facility1.

These general classes can be used to manage various assets, such as computers, printers, software licenses, office supplies, software subscriptions, and buildings1.

Therefore, facilities, hardware, and software entitlements are considered assets, while contracts and software distributions are not. References:

Asset and configuration item (CI) management - ServiceNow

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.

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.

Configuration items (CIs) are the records that represent the IT assets and services in the Configuration Management Database (CMDB).

CIs track the following types of information:

Operational: This includes the current status, location, owner, and other attributes of the CI that reflect its operational state.

Relationship: This includes the connections and dependencies between the CI and other CIs, such as parent-child, peer-peer, or service-component relationships.

Lifecycle: This includes the history of changes, incidents, problems, and other events that affect the CI throughout its lifecycle.

Therefore, the types of information that are also options in the question are B. Operational and E. Relationship.

The other types of information that are not tracked by CIs are:

Financial: This includes the cost, depreciation, and budget of the CI. This information is tracked by the Asset Management application.

Contractual: This includes the vendor, warranty, and contract details of the CI. This information is also tracked by the Asset Management application. References:

: Configuration Item

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:

Hardware asset disposal status: This report shows the number of hardware assets that are in different stages of disposal, such as pending, in progress, or completed1.

Hardware assets disposed (YTD): This report shows the number of hardware assets that have been disposed in the current year, grouped by month1.

Hardware assets up for end of life: This report shows the number of hardware assets that are due for end of life in the next 12 months, grouped by month1.

Hardware assets up for end of support: This report shows the number of hardware assets that are due for end of support in the next 12 months, grouped by month1.

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.

The ServiceNow Agent mobile app allows the user to conduct asset audits by scanning asset barcodes or QR codes1.

The user can perform audits offline when they are in areas without connectivity1.

The app automatically compares the scanned assets against the expected assets based on the inventory records to identify discrepancies1.

The user can also view the audit results and generate reports from the app2. References:

Audit your inventory - Product Documentation: San Diego - ServiceNow

Hardware Asset Inventory Management - ServiceNow

Hardware Asset Management - 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:

The total number of hardware assets, their status, and their lifecycle stage.

The number of assets that are due for refresh, retired, or disposed in the current year, quarter, or month.

The refresh rate and the refresh cost of the hardware assets.

The asset age distribution and the asset model distribution.

The asset compliance status and the asset certification status.

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 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:

A. resource_user: This is a role that grants the user the ability to view and request resources, such as hardware assets and consumables, from the service catalog or the mobile app2.

B. it_project_user: This is a role that grants the user the ability to view and participate in IT projects, such as hardware asset refresh projects, and to track the progress, costs, and risks of the projects3.

C. business_stakeholder: This is a role that grants the user the ability to view and provide feedback on the business services and outcomes that are supported by the IT assets and resources4. References:

1: Resource Manager Role

2: Resource User Role

3: IT Project User Role

4: Business Stakeholder Role

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:

To automatically transfer assets when a low quantity threshold is detected in a stockroom: This means that when the quantity of a hardware asset in a stockroom falls below the minimum threshold defined by the stock rule, the system automatically creates a transfer order to replenish the stockroom from another stockroom that has excess quantity of the same asset1.

To send notifications when a low quantity threshold is detected in a stockroom: This means that when the quantity of a hardware asset in a stockroom falls below the minimum threshold defined by the stock rule, the system sends an email notification to the stockroom manager or other stakeholders to alert them of the low inventory level1.

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:

To track stock orders from a vendor: This is not a purpose of stock rules, but a function of purchase orders. Purchase orders are the records that capture the details of the vendor contracts for procuring hardware assets2. Purchase orders help to track the status, quantity, and cost of the stock orders from a vendor2.

To track stock movement between stockrooms: This is not a purpose of stock rules, but a function of transfer orders. Transfer orders are the records that track the movement of hardware assets between stockrooms3. Transfer orders help to track the source, destination, quantity, and status of the stock transfers between stockrooms3.

To send notifications when a stock shipment arrives at a stockroom: This is not a purpose of stock rules, but a function of stock order tasks. Stock order tasks are the tasks that track the fulfillment of asset requests from stockrooms4. Stock order tasks help to send notifications when a stock shipment arrives at a stockroom and when the assets are received and verified4. References:

1: Stock Rules

2: Purchase Orders

3: Transfer Orders

4: Stock Order Tasks

The Asset Operations view consolidates tasks such as RMAs, audits, disposals, and stock orders into a single workspace, enabling managers to streamline operations efficiently.

When disposing of an IT asset through a vendor, the asset manager should attach a certificate of destruction to the retired asset’s record1.

A certificate of destruction is a document that verifies that the asset has been destroyed in a secure and compliant manner by the vendor1.

A certificate of destruction should include information such as the asset tag, serial number, model, manufacturer, date of destruction, method of destruction, and signature of the authorized person1.

A certificate of destruction helps the asset manager to ensure that the asset is no longer in use, that the data on the asset is erased, and that the asset is disposed of in accordance with environmental, regulatory, and legal requirements1. References:

1: Hardware Asset Disposal

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.

According to the Audit your inventory document, a blind inventory audit is a type of audit that hides the expected asset list from the auditor, so that the auditor has to physically scan each asset in the location and compare it with the actual asset list1.

A blind inventory audit helps ensure data integrity and accuracy, as it prevents the auditor from “cheating on the test” by relying on the expected asset list1.

A blind inventory audit is typically initiated via the Now Agent Mobile app, which is a mobile application that enables users to perform various tasks related to hardware asset management, such as scanning assets, creating audits, and viewing audit results1.

The Now Agent Mobile app allows users to create an audit on the mobile device, select the location and type of audit, and scan the assets using the device camera or a Bluetooth scanner1.

Therefore, the correct answer is option C, Now Agent Mobile app, as it is the interface that is typically used to initiate a blind inventory audit. References:

Audit your inventory

What is Hardware Asset Management?

Deploying asset tasks during the retirement of an asset means using the ServiceNow Enterprise Asset Workflow Automation feature, which automates the end-of-life procedures for assets that are no longer needed or functional1.

This feature allows you to flag assets as retired pending disposal, triggering a workflow that verifies the asset condition, determines the disposal method, and saves the disposal certificates1.

The two primary benefits of deploying asset tasks during the retirement of an asset are:

Reduces manual intervention: By automating the retirement process, you can eliminate the need for manual data entry, human errors, and delays. You can also ensure compliance with policies and regulations by following a standardized procedure12.

Increases speed of updates: By using the ServiceNow Agent mobile app, you can scan asset tags and barcodes, update asset status and inventory, and complete asset tasks on the go. This can increase the speed and accuracy of asset updates and reduce the risk of data loss or duplication13. References:

1: Enterprise Asset Workflow Automation - ServiceNow

2: Asset and CI management - Product Documentation: San Diego - ServiceNow

3: Enterprise Asset 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?

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:

90 days ahead of the contract expiration date

60 days ahead of the contract expiration date

30 days ahead of the contract expiration date

Day of expiration

Therefore, the correct answer is C, D, E, and F.

According to the ServiceNow Hardware Asset Management documentation, the system property glide.ham.retire_sw() determines the behavior of software allocations when a hardware asset is retired. The possible values are:

•Reclaim: The software allocations are automatically returned to inventory and the software installation records are deleted.

•Retain: The software allocations remain with the hardware asset and need to be reclaimed manually.

•Remove: The software allocations are removed from the asset, but not returned to inventory.