What are the three tiers of Lifecycle Management? (Choose three.)
C,D,E
Explanation:
According to the Hardware Asset Management page, the three tiers of Lifecycle Management are:
Know what you have: This tier involves tracking and managing the end-to-end lifecycle of all your
hardware assets, physical and consumable, on a single system of action.
Improve management controls: This tier involves aligning hardware investments to business
outcomes, and quickly identifying and mitigating technology risks such as tech debt, regulatory
audits, and lost assets.
Improve efficiency: This tier involves improving efficiencies and simplifying every stage of the asset
lifecycle with prescriptive workflows and tasks, normalizing hardware to maintain a clean CMDB, and
getting actionable insights to minimize waste and strategize for asset refreshes.
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
Which ServiceNow role enables the user to perform actions related to incident, problem, change,
and configuration management?
C
Explanation:
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
Which plugins for asset management functionality are inactive by default? (Choose three.)
B,C,E
Explanation:
Hardware asset management, Procurement, and Cost management are the plugins which are not
active by default in base Servicenow System
What is the third tier of the capability blueprint?
D
Which is NOT a component of a hardware asset's lifecycle?
C
Explanation:
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
The Hardware Asset Management (HAM) application expands baseline ITSM Asset Management
with which features? (Choose three.)
C,D,G
Explanation:
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]
Expected outcomes of IT asset management (ITAM) include which of the following? (Choose three.)
A,B,C
What is the difference between ITAM personas and ITAM Roles? (Choose four.)
A,B,C,F
Explanation:
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
Hamm is a member of the Asset Managers group which has the ham_admin role assigned to it.
Based on this role alone, which of the following operations can Hamm perform? (Choose four.)
A,B,E,F
Explanation:
According to the Hardware Asset Management page, the ham_admin role grants the user the
following permissions:
Create, read, update, and delete hardware asset records
Import hardware assets from external sources
Revert normalization results for hardware assets
Add hardware assets to the Service Catalog
These permissions correspond to the options A, B, E, and F in the question.
The options C and D are not part of the ham_admin role, and are not mentioned in the ServiceNow
Hardware Asset Management documents. References:
Hardware Asset Management
Hardware Asset Management roles and permissions
What information would you track for a configuration item (CI) versus an asset? (Choose two.)
D,E
Explanation:
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
A component is considered an IT asset vs. a configuration item (CI) when you want to do which of the
following? (Choose three.)
A,C,D
Explanation:
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.
Which of the following are considered assets? (Choose three.)
A,C,D
Explanation:
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
What is the default display name for an asset?
C
What is the default state of a newly created asset?
A
What fields does the ServiceNow Content Service normalize or enrich? (Choose four.)
A,B,C,F