ServiceNow CIS-HAM Practice Test - Questions Answers

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.

Hardware asset management, Procurement, and Cost management are the plugins which are not active by default in base Servicenow System

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.Reference:

ServiceNow Hardware Asset Management landing page

ServiceNow Hardware Asset Management overview

ServiceNow Software Asset Management overview

According to theHardware Asset Managementpage, 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.Reference:

Hardware Asset Management

What is Hardware Asset Management?

[Hardware Asset Management - ServiceNow Docs]

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 areuser profilesthat represent the typical users of the ITAM product and theirbusiness needs. They are not tied to any specific role or permission, but rather describe thegoals, challenges, and expectationsof 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 areaccess controlsthat determine what features and functions a user can access in the ITAM product. They are assigned to users or groups based on theirresponsibilities 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.Reference:

1: ITAM personas2: ITAM roles

According to theHardware Asset Managementpage, 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.Reference:

Hardware Asset Management

Hardware Asset Management roles and permissions

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.