ServiceNow CIS-HAM Practice Test - Questions Answers, Page 15

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

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+-- Transfer Order Line 1

| |

| +-- Transfer Order Task 1.1

| |

| +-- Transfer Order Task 1.2

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+-- Transfer Order Line 2

|

+-- Transfer Order Task 2.1

|

+-- Transfer Order Task 2.2

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:

What each contract costs: This information helps users to monitor and optimize the total cost of ownership (TCO) of their assets, as well as to plan and budget for future contract renewals or negotiations2.

What assets each contract covers: This information helps users to identify and manage the assets that are under contract, such as software licenses, hardware devices, or enterprise assets2.It also helps users to align their asset investments to their business outcomes and avoid penalties or service disruptions2.

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.

1: Hardware Asset Management overview - ServiceNow - Now Support

2: Contract and renewal management - ServiceNow

A transfer order is a document that is used to execute the movement of hardware assets from one stockroom location to another within the same organization1.

A transfer order is created when there is a need to replenish, share, or relocate hardware assets between different stockrooms1.

A transfer order consists of one or more transfer order lines, each containing the information about the asset to be moved, such as the model, quantity, source stockroom, destination stockroom, and expected delivery date1.

A transfer order can be created manually or automatically based on predefined rules or thresholds1.

A transfer order goes through several stages, such as draft, approved, shipped, received, and closed1.

A transfer order can be tracked and managed using the Hardware Asset Management Workspace or the Transfer Order form1.Reference:

Transfer orders

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.

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.Reference:

1:Enterprise Asset Workflow Automation - ServiceNow

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

3:Enterprise Asset Management - ServiceNow

According to theHardware Model Normalizationdocument, 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:

Fully Normalized: The hardware model data matches the Content Library data completely, indicating a complete and accurate model record.

Partially Normalized: The hardware model data partially matches the Content Library data, indicating a missing or incorrect model field.

Match Not Found: The hardware model data does not match any of the Content Library data, indicating a discrepancy or a gap in the model normalization process.

Not Normalized: The hardware model data has not been compared with the Content Library data yet, indicating a pending or incomplete model normalization process.

The characteristics that are used to determine the normalization status are the following1:

Model name: The name of the hardware product, such as Dell Latitude E7450 or HP ProLiant DL380 Gen10.

Model number: The unique identifier of the hardware product, such as 210-AFZC or 875671-B21.

Manufacturer: The name of the company that produces the hardware product, such as Dell or HP.

Therefore, the correct answers are options A, C, and E, as they are the characteristics that are used to determine the normalization status.Reference:

Hardware Model Normalization

What is Hardware Asset Management?

The Hardware Asset Management (HAM) plugin is a plugin that enables the Hardware Asset Management application, which helps to track and manage the end-to-end lifecycle of hardware assets, physical and consumable1.

The HAM plugin provides the following baseline asset lifecycle automation flows2:

Hardware asset order: This is a flow that automates the process of ordering new hardware assets from a vendor.It creates purchase orders, stock order tasks, and catalog tasks based on the asset requests and the stock rules2.

Hardware deployment: This is a flow that automates the process of delivering and installing hardware assets to the end users.It creates catalog tasks and updates the asset records and the configuration management database (CMDB) based on the stock order tasks and the asset reservations2.

Hardware disposal: This is a flow that automates the process of disposing of retired hardware assets through a vendor.It creates return merchandise authorization (RMA) records and updates the asset records and the CMDB based on the asset retirements and the vendor contracts2.

Therefore, the baseline asset lifecycle automation flows that are also options in the question are A. Hardware asset order, E. Hardware deployment, and F. Hardware disposal.

The other options that are not baseline asset lifecycle automation flows provided by the HAM plugin are:

B)Hardware bulk stock order: This is not a baseline asset lifecycle automation flow, but a manual action that allows the user to create multiple stock order tasks for different hardware models at once3.

C)Hardware swap order: This is not a baseline asset lifecycle automation flow, but a manual action that allows the user to swap a hardware asset with another hardware asset of the same model4.

D) Hardware retire order: This is not a baseline asset lifecycle automation flow, but a manual action that allows the user to retire a hardware asset and update its status and substatus.Reference:

1: Hardware Asset Management

2: Asset Lifecycle Automation Flows

3: Create a Bulk Stock Order

4: Swap a Hardware Asset

: Retire a Hardware Asset

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.

ServiceNow Hardware Asset Management: Asset and CI management

ServiceNow Hardware Asset Management: Configuration Management

ServiceNow Hardware Asset Management: Configuration item (CI)

ServiceNow Hardware Asset Management: Asset and CI fields

To prevent normalization information for a specific hardware model from being sent to the ServiceNow Content Service, you need to select theExclude from content servicecheck box on theNormalizationtab 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 noExcludeorOpt-outbutton on the hardware model record.There is also noOpt-out from content servicecheck box on theNormalizationtab of the hardware model record.Reference:1:Work with hardware normalization2:ServiceNow Content Service