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ServiceNow is a cloud-based platform that offers a range of services for IT operations management (ITOM), IT service management (ITSM), and IT business management (ITBM). As an enterprise solution, ServiceNow is widely used by organizations to manage their IT assets, services, and operations. To ensure that professionals possess the necessary skills and expertise to implement ServiceNow's Hardware Asset Management (HAM) module, the company offers the Certified Implementation Specialist - Hardware Asset Management (CIS-HAM) Exam.
NEW QUESTION # 43
How can you automate the replenishment of stock levels?
- A. Stock Filters
- B. Transfer Orders
- C. Stock Rules
- D. Transfer Rules
Answer: A
NEW QUESTION # 44
When a stock manager receives a new delivery of consumables, what happens if all the following fields match another record in the stockroom?
*Assigned to
*Model
*Model category
*State
*Stockroom
*Substate
- A. The data is automatically created in a new record if the cost per item is more/less
- B. The stock manager must create a separate model record if the cost per item is more/less
- C. The stock manager must merge the consumable records to create a blended quantity and cost
- D. The data is automatically merged to create a blended quantity and cost
Answer: D
Explanation:
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
NEW QUESTION # 45
Configuration items (CIs) track what type of information? (Choose two.)
- A. Contractual
- B. Operational
- C. Relationship
- D. Financial
- E. Lifecycle
Answer: B,C
Explanation:
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
NEW QUESTION # 46
For a model to be fully normalized, what must be added to the model record?
- A. Model number
- B. Version
- C. Manufacturer
- D. Owner
Answer: A
Explanation:
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. Reference:
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.
NEW QUESTION # 47
Which ServiceNow Mobile app provides end users visibility to their assigned hardware and consumable assets?
- A. Mobile App
- B. Mobile Asset App
- C. Mobile Agent App
- D. Mobile ITAM App
Answer: A
NEW QUESTION # 48
What are some examples of operational expenses of managing an asset throughout its lifecycle? (Choose two.)
- A. Maintenance agreements
- B. Storage costs
- C. Warranty costs
- D. Replacement parts
Answer: A,D
Explanation:
Explanation
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.
NEW QUESTION # 49
Which mobile app can users leverage to view the assets assigned to them and create incidents to report issues with their devices?
- A. Now My Assets app
- B. Now Mobile app
- C. Now Onboarding app
- D. Now Agent Mobile app
Answer: B
NEW QUESTION # 50
What information would you track for a configuration item (CI) versus an asset? (Choose two.)
- A. Contractual
- B. Relationship
- C. Operational
- D. Financial
- E. Lifecycle
Answer: A,D
NEW QUESTION # 51
What are the baseline asset lifecycle automation flows provided by the Hardware Asset Management (HAM) plugin? (Choose three.)
- A. Hardware disposal
- B. Hardware swap order
- C. Hardware deployment
- D. Hardware retire order
- E. Hardware asset order
- F. Hardware bulk stock order
Answer: A,C,E
Explanation:
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. References:
1: Hardware Asset Management
2: Asset Lifecycle Automation Flows
3: Create a Bulk Stock Order
4: Swap a Hardware Asset
5: Retire a Hardware Asset
NEW QUESTION # 52
From where can you publish catalog items? (Choose two.)
- A. From the model category
- B. From a model
- C. From a user record
- D. From a vendor item
- E. From an asset record
Answer: A,B
Explanation:
Explanation
A catalog item is a record that defines an item that users can order from the service catalog or the product catalog12. It contains information such as name, description, price, availability, and workflow12.
A model category is a classification of models that defines how they are managed in the system3. It determines the behavior and attributes of the models and the assets or configuration items (Cls) that are created from them3.
A model is a record that defines the attributes and characteristics of a product or service, such as manufacturer, model number, device type, and category34.
You can publish catalog items from the model category or the model, depending on the type of catalog item you want to create12 .
To publish a service catalog item, which is an item that users can request from the service catalog, such as IT support, hardware provisioning, or software installation, you can use the modelcategory12. You can navigate to Service Catalog > Catalog Definition > Maintain Categories and select a model category that has the Service Catalog check box selected12. Then you can click the Publish Catalog Item related link and fill in the catalog item form12.
To publish a product catalog item, which is an item that users can order from the product catalog, such as hardware, software, or consumable products, you can use the model. You can navigate to Product Catalog > Product Model and select a model that you want to publish as a catalog item. Then you can click the Publish Catalog Item related link and fill in the catalog item form.
The other options are not valid sources from where you can publish catalog items. You cannot publish catalog items from an asset record, a user record, or a vendor item.
References:
1: ServiceNow Product Documentation: Catalog Item
2: ServiceNow Product Documentation: Service Catalog Overview
3: ServiceNow Product Documentation: Model Category
4: ServiceNow Product Documentation: Product Model
[5]: ServiceNow Product Documentation: Product Catalog
NEW QUESTION # 53
When does an asset's lifecycle begin?
- A. Upon the asset's request
- B. When the asset is procured
- C. Upon the asset deployment
- D. When an asset request is fulfilled
Answer: B
NEW QUESTION # 54
What core sets of data are required for effective IT asset management?
Choose 4 answers
- A. Relationships
- B. Locations
- C. Manufacturers
- D. Models
- E. Users
- F. Projects
Answer: B,C,D,E
Explanation:
According to the ServiceNow Hardware Asset Management documentation, the core sets of data required for effective IT asset management are:
*Manufacturers: The companies that produce the hardware assets, such as Dell, HP, Cisco, etc.
*Locations: The physical places where the hardware assets are stored or used, such as offices, data centers, warehouses, etc.
*Users: The people who own, use, or manage the hardware assets, such as employees, customers, vendors, etc.
*Models: The specific types or categories of hardware assets, such as laptops, servers, routers, etc.
NEW QUESTION # 55
What is the impact of a customer opting out of the ServiceNow Content Service for specific models?
- A. Unrecognized data doesn't get sent to the ServiceNow Content Service
- B. Unrecognized data is sent to the ServiceNow Content Service, but is now encrypted
- C. Customer doesn't receive Content Library updates
- D. Unrecognized data doesn't get sent to the ServiceNow Content Service and the customer doesn't receive Content Library updates
Answer: A,B,C,D
Explanation:
* 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
NEW QUESTION # 56
What are model records?
- A. Models are specific versions or various configurations of an asset
- B. Models are any computer, device, software or service in the CMDB
- C. Models directly associate configuration item (CI) classes with asset classes
- D. Models are anything capable of being owned or controlled to produce economic value
Answer: C
NEW QUESTION # 57
How does an end user determine what consumables they have consumed?
- A. Navigate to Self-Service > My Hardware Asset Dashboard
- B. Navigate to Self-Service > My Assets
- C. Navigate to Self-Service > My Consumables
- D. Navigate to Asset > Hardware Asset Dashboard
Answer: B
NEW QUESTION # 58
Which of the following are considered assets? (Choose three.)
- A. Software distributions
- B. Hardware
- C. Software entitlements
- D. Facilities
- E. Contracts
Answer: B,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
NEW QUESTION # 59
What are the key steps for importing asset data? (Choose three.)
- A. Run transform map
- B. Consolidate data
- C. Load data
- D. Create transform map
- E. Merge transform maps
- F. Update transform map
Answer: A,C,D
Explanation:
* Create transform map: A transform map is a set of field mappings that determine how the source data in the import set table is transformed into the target data in the hardware asset table. You can create a transform map by using the Load Data UI page, or by navigating to System Import Sets > Create Transform Map. You need to specify the source table, the target table, and the field mappings between them. You can also define coalesce fields, which are used to prevent duplicate records from being created or updated. For example, you can use the asset tag or the serial number as a coalesce field.
* Load data: To load data into the import set table, you need to select a data source, such as a file, a JDBC data source, or a web service. You can use the Load Data UI page, or navigate to System Import Sets > Load Data. You need to specify the source type, the file name or the connection URL, the sheet number and the header row (if using a file), and the import set table name. You can also preview the data before loading it into the table.
* Run transform map: To run the transform map, you need to navigate to System Import Sets > Transform Maps, and select the transform map that you created. You can then click on the Run Transform button, which will execute the field mappings and transform the data from the import set table to the hardware asset table. You can also view the transformation history, the transformation statistics, and the transformation log to monitor the progress and the results of the transformation.
References:
* 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.
* Hardware Asset Inventory Management, which explains how to streamline inventory stock orders, empower employees with a robust asset catalog, monitor stock depletions, track shipments, scan assets with a mobile device, and plan asset refresh cycles.
* Getting Started with ServiceNow Hardware Asset Management, which provides general procedures and forms for performing asset lifecycle management activities in ServiceNow.
NEW QUESTION # 60
What is included in the total cost of ownership? (Choose two.)
- A. Original cost
- B. Depreciation expense
- C. Operational expense
- D. Delivery cost
Answer: A,C
Explanation:
Explanation
The total cost of ownership (TCO) is a financial estimate that measures the direct and indirect costs of owning and operating an asset over its entire lifecycle. The TCO includes the following components:
Original cost: This is the initial purchase price of the asset, which may include taxes, fees, shipping, and installation costs. The original cost is also known as the acquisition cost or the capital expense.
Operational expense: This is the ongoing cost of maintaining and using the asset throughout its lifecycle, which may include repair, upgrade, maintenance, support, energy, consumables, and disposal costs. The operational expense is also known as the operating expense or the opex.
Depreciation expense: This is the reduction in the value of the asset over time due to wear and tear, obsolescence, or market changes. The depreciation expense is also known as the depreciation cost or the depreciation charge.
Delivery cost: This is the cost of transporting the asset from the supplier to the buyer, which may include freight, insurance, customs, and handling fees. The delivery cost is also known as the shipping cost or the transportation cost.
The TCO can be calculated by adding the original cost, the operational expense, and the depreciation expense, and subtracting the delivery cost. Alternatively, the TCO can be calculated by multiplying the annual cost of ownership by the expected lifespan of the asset.
References:
Hardware Asset Management - ServiceNow, which provides a data sheet with the key capabilities and benefits of the Hardware Asset Management application, including the ability to track the total cost of ownership of assets.
Hardware Asset Management - Customer Success - ServiceNow, 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.
[Total Cost of Ownership (TCO) - Investopedia], which explains the concept and calculation of the total cost of ownership, and why it is important for business decision making.
NEW QUESTION # 61
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Achieving CIS-HAM Certification demonstrates the candidates' knowledge and ability to work within the ServiceNow framework, specifically in Hardware Asset Management. It validates that IT professionals understand the fundamental concepts of hardware asset management, can explain best practices in implementation to other stakeholders, and can implement the ServiceNow hardware asset management module. Ultimately, CIS-HAM Certification can lead to better IT asset management processes, improve the integrity of asset information, increase efficiency, and reduce costs.
ServiceNow CIS-HAM certification exam is conducted online and consists of 60 multiple-choice questions. Candidates have 90 minutes to complete the exam, and they must achieve a passing score of 70% or higher to earn the certification. CIS-HAM exam fee is $150, and candidates can take the exam at any time from their own computer.
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