CIS-HAM Questions and Answers

• The ServiceNow asset lifecycle defines and describes the series of stages involved in managing an IT asset throughout its useful life1.
• The asset lifecycle usually follows a formalized process and is often tracked and supported by software tools1.
• Although different organizations in different industries may have their own versions of the asset lifecycle, most follow the same basic format1.
• Here, we explore the six stages of the asset lifecycle: Request, Fulfill, Deploy, Monitor, Service, and Retire1.
• Out of these six stages, three are also components of the asset lifecycle: Order, Install, and Receive2.
• Order: This is the stage where an asset is purchased or acquired from a vendor or supplier. The order stage involves creating purchase orders, tracking shipments, and updating the asset records2.
• Install: This is the stage where an asset is physically installed or configured in a location. The install stage involves scanning asset tags, updating asset status, and assigning asset owners2.
• Receive: This is the stage where an asset is received and verified by the organization. The receive stage involves checking the asset condition, validating the asset information, and updating the asset inventory2. References:
• 1: What is the IT Asset Lifecycle? - ServiceNow
• 2: ITAM Lifecycle Management: How does it all work?

• 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 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.

• 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?

• 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

• According to the ServiceNow Hardware Asset Management overview document1, contracts are records that define the terms and conditions for the acquisition, maintenance, or disposal of assets1. They can include information such as vendor, start date, end date, cost, and renewal options1.
• According to the ServiceNow Data Sheet on Contract and Renewal Management2, some of the critical information that should be tracked for contracts are2:
• The other options are not critical information that should be tracked for contracts. Who purchased the assets and what needs to be cancelled are not relevant to the contract management process, as they do not affect the contract terms, conditions, or performance2.

References:

• 1: Hardware Asset Management overview - ServiceNow - Now Support
• 2: Contract and renewal management - ServiceNow

According to the ServiceNow Hardware Asset Management documentation, a business rule is a server-side script that runs when a record is displayed, inserted, updated, or deleted, or when a table is queried. Business rules can be used to enforce data consistency and integrity, such as preventing duplicate transfers of the same asset. The other options are not valid terms in ServiceNow Hardware Asset Management.

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.

• 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

• 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 itil role enables the user to perform actions related to incident, problem, change, and configuration management. This role is part of the ITIL framework, which is a set of best practices for delivering IT services. According to the ServiceNow documentation1, the itil role can do the following:

• Create and update incidents, problems, and change requests
• View configuration items (CIs) and their relationships
• Add comments and work notes to tasks
• Approve or reject change requests
• Close resolved incidents and problems
• Reopen closed incidents and problems

The other roles listed in the question have different functions and permissions. For example, the procurement_user role can request and track hardware purchases2, the inventory_admin role can manage stockrooms and transfer orders3, the discovery_admin role can configure and run Discovery to populate the CMDB4, and the asset role can view and edit asset records5.

References: 1: Incident Management - Product Documentation: San Diego - ServiceNow 2: Procurement - Product Documentation: San Diego - ServiceNow 3: Inventory Management - Product Documentation: San Diego - ServiceNow 4: Discovery - Product Documentation: San Diego - ServiceNow 5: Asset Management - Product Documentation: San Diego - ServiceNow

According to the ServiceNow 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.

• 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:

 Hardware Model Normalization is a feature that enables users to standardize the data of hardware and consumable models, such as manufacturer, product, model, and device type. Hardware Model Normalization requires the activation of the Hardware Model Normalization (com.sn_hwnorm) plugin, which also activates the Normalization Data Services Client (com.glide.data_services_canonicalization.client) plugin. These plugins install several tables that store the normalized data and the rules for normalization. The tables that are installed with Hardware Model Normalization are:

• Device Type: This table contains the device types that are used to categorize the hardware models, such as laptop, desktop, server, printer, etc.
• Hardware Manufacturer: This table contains the normalized names of the hardware manufacturers, such as Dell, HP, Lenovo, etc.
• Hardware Model Library: This table contains the normalized data of the hardware models, such as manufacturer, product, model, device type, UNSPSC code, etc. This table is populated by the Hardware Model Normalization Content Service, which is a subscription-based service that provides the latest and most accurate data for hardware models.
• Hardware Normalize Key: This table contains the rules for generating the normalize key, which is a unique identifier for each hardware model based on its manufacturer, product, and model. The normalize key is used to match the hardware models with the Hardware Model Library data.

The other options, C. Hardware Normalize Key and E. Device Name, are not tables that are installed with Hardware Model Normalization. Hardware Normalize Key is a field in the Hardware Model [cmdb_model] table, not a separate table. Device Name is a field in the Configuration Item [cmdb_ci] table, not a separate table. References: Hardware Model Normalization, Demo - HAM Professional - Hardware Model Normalization, Hardware Asset Management

• 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?

• The capability blueprint is a framework that helps organizations assess their current and desired state of hardware asset management maturity.
• The capability blueprint consists of five tiers, each representing a different level of capability and value.
• The five tiers are:
• The tier that focuses on achieving best-in-class is the strategic conformance tier, which aims to optimize the cost, quality, and value of hardware assets, as well as align them with the business strategy and objectives. References:
• Hardware Asset Management Capability Blueprint
• Hardware Asset Management Maturity Model

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.

• Stock rules are rules that define the minimum and maximum quantities of assets that should be maintained in a stockroom1.
• Automatic restocking actions are actions that trigger the creation of stock orders when the quantity of an asset falls below the minimum threshold or exceeds the maximum threshold1.
• A daily scheduled job runs every day to check the stock levels of assets and execute the automatic restocking actions based on the stock rules1.
• The plugin that must be activated in order to configure and use the scheduled job is the Procurement plugin2.
• The Procurement plugin enables the procurement of assets and consumables through purchase orders, stock orders, and vendor management2.
• The Procurement plugin also provides the Stock Order [Order] table, which stores the stock orders created by the automatic restocking actions2.

References: 1: Stock rules 2: Procurement

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.

• 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

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]

 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.

• Hardware model normalization is a feature that enables users to normalize the details, such as manufacturer, product, model, and device type, of hardware and consumable models1
• Hardware model normalization uses the data from the models and compares it against the data in the Hardware Model Normalization Content Service, which is a cloud-based service that provides standardized and enriched information about hardware models1
• Hardware model normalization sets the normalized display name for each model record based on three attributes: Name, Manufacturer, and Model number2
• The Model Management tab of the Hardware Asset dashboard shows the status of the hardware models in the Product Catalog, such as Matched, Match Not Found, or Not Normalized3
• Several of your models are listed as Match Not Found on the Model Management tab of the Hardware Asset dashboard. This means that the normalization process could not find a matching rule in the Content Service for those models3
• The potential causes of this are34:

References: 1: Hardware Model Normalization - ServiceNow 2: Set the normalized display name - ServiceNow 3: Model Management tab - ServiceNow 4: Troubleshoot hardware model normalization - ServiceNow

When an asset is manually created from a purchase order before it has been shipped by the supplier, the default state of the asset is set to On order. This state indicates that the asset has been ordered but not yet received. The asset state will change to Awaiting delivery when the asset is shipped by the supplier, and to In stock when the asset is received by the stockroom. The asset state will change to In use when the asset is deployed to a user or a location, and to Pending transfer when the asset is ready to be transferred to another stockroom or location. The asset state will change to Retired when the asset is disposed of or returned to the supplier. References:

• Hardware Asset States, which describes the different states and substates of hardware assets and how they are used to track the asset lifecycle.
• 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 Lifecycle Automation, which explains how to automate the workflows and tasks for managing the assets throughout their lifecycle stages, from request to retire.

• 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

References: 1: Service Catalog - ServiceNow 2: [Request hardware assets - ServiceNow] 3: Procurement Catalog - ServiceNow 4: Product Catalog - ServiceNow : Vendor Catalog - ServiceNow

• 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

Normalization is the process of aligning hardware asset data with the ServiceNow Content Library, which provides standardized values for manufacturer, product name, and model number. During normalization, the system compares the hardware model data with the content library and assigns a status to indicate the level of match. The status of Match Not Found means that the system could not find any matching record in the content library for the hardware model. The most common cause for this status is missing data, such as an empty manufacturer field or a generic product name. To resolve this issue, the user can manually edit the hardware model record and provide the missing data, or use the lookup feature to search for a matching record in the content library. Alternatively, the user can create a new content library record for the hardware model and link it to the asset record. References:

• Hardware model normalization
• Normalize hardware models
• Create a content library record

• 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 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

During an inventory audit, if you accidentally scan the same asset twice, the Hardware Asset Management (HAM) application will automatically remove the duplicate records and only import the unique scans. This is because the HAM application uses the asset tag or the serial number as a coalesce field, which prevents duplicate records from being created or updated in the hardware asset table. Therefore, you do not need to worry about scanning the same asset twice, as the HAM application will handle the duplicates for you. References:

• Audit your inventory, which provides a step-by-step guide on how to perform scheduled or blind audits of asset stockrooms and other locations using the Agent mobile app and the Now Platform.
• Hardware Asset States, which describes the different states and substates of hardware assets and how they are used to track the asset lifecycle.
• 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.

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

• Delegated Developers are granted access only to scopes in which they are working1. A scope is a set of application files and data that are isolated from other applications on the same instance2.
• Scopes allow developers to create and modify applications without affecting the functionality or security of other applications or the platform2.
• Delegated Developers can be assigned developer permissions for specific scopes by an application administrator or a system administrator1. These permissions determine what types of files and data they can access and modify within the scope1.
• Delegated Developers can also request cross-scope access to access resources from another scope, which must be approved or denied by the owner of the target scope1.
• Delegated Developers do not have access to interfaces, APIs, or instances, unless they are explicitly granted by an administrator or a cross-scope request1. References:
• 1: Delegated Development - Product Documentation: San Diego - ServiceNow
• 2: Application Scoping - Product Documentation: San Diego - ServiceNow

• A transfer order is a record of all asset transfers that happen to and from company-owned stockrooms1. A transfer order can have one or more transfer order lines, which represent the individual assets or asset models that are being transferred2.
• A transfer order line can have one or more transfer order tasks, which are the actual work items that need to be performed to complete the transfer, such as packing, shipping, receiving, and unpacking2.
• The structure of a transfer order is shown in the following diagram2:

Transfer Order

|

+-- Transfer Order Line 1

| |

| +-- Transfer Order Task 1.1

| |

| +-- Transfer Order Task 1.2

|

+-- Transfer Order Line 2

|

+-- Transfer Order Task 2.1

|

+-- Transfer Order Task 2.2

References: 3: Use a hardware asset request flow 2: Transfer assets using transfer orders 1: Introduction to Transfer Orders in ServiceNow

• 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 ServiceNow Hardware Asset Management documentation, the asset lifecycle defines and describes the series of stages involved in managing an asset throughout its useful life. The first stage of the asset lifecycle is the request stage, where stakeholders get together, discuss their objectives, and determine which assets are needed and why. The culmination of this stage is a formal request for an asset. The asset lifecycle begins when the asset is requested, not when it is procured, deployed, or fulfilled. References:

• ServiceNow Hardware Asset Management: Hardware Asset Management overview
• ServiceNow Hardware Asset Management: What is the IT Asset Lifecycle?

• Normalization is the process of standardizing the hardware model data by manufacturer name, model name, and model number1.
• Normalization helps to maintain a clean and consistent configuration management database (CMDB) and to avoid duplicate or inaccurate hardware models1.
• Normalization first runs to normalize the record when you save the hardware model record1.
• This means that when you create or edit a hardware model record, the system automatically checks the record against the normalization rules and the Hardware Content Service Lifecycle data, and updates the record with the normalized values if applicable1.
• Therefore, the answer that reflects when normalization first runs is C. When you save the hardware model record.
• The other options are not the correct answer because they describe different scenarios or actions:
• 1: Hardware Normalization
• 2: Daily Scheduled HAM – Daily Job

 According to the ServiceNow Hardware Asset Management documentation, 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