[Mar 13, 2024] ServiceNow CIS-HAM Real Exam Questions and Answers FREE [Q37-Q53]

A model category is a classification of models that defines how they are managed in the system1. It determines the behavior and attributes of the models and the assets or configuration items (Cls) that are created from them1.
Model categories can be used to group consumables, assets, or services in the product catalog or the service catalog, but this is not their primary function. Their primary function is to define the relationship between configuration management and asset management1.
Configuration management is the process of identifying, tracking, and verifying the configuration items (Cls) in an IT environment and their relationships2. Asset management is the process of tracking and managing the financial, contractual, and inventory details of IT assets throughout their lifecycle3.
Model categories determine when to create assets from configuration items (Cls) based on the asset tracking strategy1. For example, some model categories, such as Computer, create assets automatically when Cls are discovered or imported1. Other model categories, such as Consumable, require manual creation of assets from the product catalog1.
Model categories also provide the link between configuration management and asset management by allowing asset managers to view the configuration data of the assets and configuration managers to view the asset data of the Cls1. This enables better visibility, control, and alignment of IT assets and services1.
Reference:
1: ServiceNow Product Documentation: Model Category
2: ServiceNow Product Documentation: Configuration Management
3: ServiceNow Product Documentation: Asset Management

A blind audit is a type of inventory audit that does not provide any information about the expected assets in a location. The auditor scans all the assets in the location and compares them with the records in ServiceNow1.
To perform a blind audit, you need the Hardware Asset Management (HAM) application, which enables you to manage the lifecycle of your hardware assets, and the ServiceNow Agent mobile app, which allows you to scan asset tags and barcodes using your mobile device12.
The ServiceNow My Assets mobile app is used to view and request assets from the enterprise asset catalog, not to perform audits3.
The Software Asset Management (SAM) application is used to optimize software licenses and compliance, not to perform audits4.
The ITSM Asset Management application is used to track the financial, contractual, and inventory details of hardware and devices, not to perform audits. Reference:
1: Audit your inventory – Product Documentation: San Diego – ServiceNow
2: Enterprise Asset Inventory Management – ServiceNow
3: My Assets mobile app – Product Documentation: San Diego – ServiceNow
4: Software Asset Management – ServiceNow
5: IT Asset Management – ServiceNow

Hardware model normalization is a feature that enables users to normalize the details, such as manufacturer, product, model, and device type, of their hardware and consumable models1.
Hardware model normalization uses the data from the Hardware Model Normalization Content Service, which is a cloud-based service that provides standardized information for thousands of hardware models1.
The key attribute in the model record that hardware model normalization uses to normalize inconsistent manufacturers and product names is the model number12.
The model number is a unique identifier for a specific product or model that is assigned by the manufacturer12. It is based on the United Nations Standard Products and Services Code (UNSPSC), which is a global classification system for products and services23.
Hardware model normalization compares the model number of the model record with the model number of the Hardware Model Normalization Content Service record and updates the model record with the normalized information, such as display name, manufacturer, product, and device type12.
The other options are not the key attribute that hardware model normalization uses to normalize inconsistent manufacturers and product names. The asset tag, the display name, the model category, and the asset tracking unit are either not unique or not based on the UNSPSC.
Reference:
1: Hardware Model Normalization – Product Documentation: Tokyo – ServiceNow
2: Hardware Asset Management overview – ServiceNow – Now Support
3: Product Documentation | ServiceNow
4: Automation Simplifies Hardware Asset Management – ServiceNow Blog

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.
Reference:
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]

Explanation
For a consumable asset to be consumed, the following requirements must be met:
Quantity > 0: The quantity of the consumable asset must be greater than zero, which means that there is still some stock available for consumption. If the quantity is zero or negative, the consumable asset cannot be consumed.
State is In stock or Pending Delivery: The state of the consumable asset must be either In stock or Pending Delivery, which means that the consumable asset is either already in the stockroom or on its way to the stockroom. If the state is On order, Retired, or Consumed, the consumable asset cannot be consumed.
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Once a catalog item has been requested, the mechanism that determines the approvals and tasks that are triggered in the application is the flow12.
A flow is a graphical representation of a business process that consists of one or more actions, such as approvals, tasks, notifications, scripts, etc., that are executed based on certain conditions and triggers12.
A flow can be associated with a catalog item to define the fulfillment process for that item, such as who needs to approve it, what tasks need to be performed, and what notifications need to be sent12.
A flow can be created and managed using the Flow Designer, a low-code development tool that allows users to design and test flows without writing any code12.
A flow can be activated or deactivated, versioned, and published to make it available for use12.
A flow can be monitored and debugged using the Flow Execution Details and the Flow Logs12. Reference:
Flow Designer
Service Catalog Request Fulfillment

Contract Management notifications are sent to contract administrators to remind them of contract expiration dates so they can renew or renegotiate the contract1.
The expire date is the most important contract date to be aware of because it indicates when the contract is no longer valid and the service or product is no longer covered2.
If a contract expires without renewal or extension, it can result in penalties, service downtime, or loss of warranty or maintenance3.
Therefore, the expire date is the most critical date for contract management and should be monitored closely. Reference:
1: Product Documentation | ServiceNow
2: Contract and renewal management – ServiceNow
3: Hardware Asset Management overview – ServiceNow – Now Support
4: Use a hardware asset request flow – ServiceNow

Explanation
To find the answer, I searched for “ServiceNow Hardware Asset Management plugins” using my search_web tool.
I found a relevant web page from the ServiceNow product documentation1 that lists the plugins for asset management functionality and their activation status.
I looked at the table and checked which plugins are inactive by default. I found that the following plugins are inactive by default:
Hardware Asset Management
Procurement
Depreciation
Therefore, the correct answer is B, C, D.
References:
ServiceNow product documentation: Hardware Asset Management

Hardware normalization is a process that standardizes the data of hardware and consumable models by using the United Nations Standard Products and Services Code (UNSPSC) and a set of rules12.
Normalization can be performed manually or automatically on models in the model catalog12.
If a model has been normalized, it will have a check mark in the Normalized column in the model list1.
To revert the normalization of a model, you can use the Revert Normalization UI action, which is available on the model form13.
The Revert Normalization UI action will restore the original values of the model attributes that were changed by the normalization process13.
The Revert Normalization UI action will also clear the Normalized check mark and the Normalization Source field on the model form13. References: Work with hardware normalization – ServiceNow – Now Support, Hardware Asset Management builds onCore Asset Management – ServiceNow, Automation Simplifies Hardware Asset Management – ServiceNow Blog, Product Documentation | ServiceNow

Once a catalog item has been requested, the mechanism that determines the approvals and tasks that are triggered in the application is the flow12.
A flow is a graphical representation of a business process that consists of one or more actions, such as approvals, tasks, notifications, scripts, etc., that are executed based on certain conditions and triggers12.
A flow can be associated with a catalog item to define the fulfillment process for that item, such as who needs to approve it, what tasks need to be performed, and what notifications need to be sent12.
A flow can be created and managed using the Flow Designer, a low-code development tool that allows users to design and test flows without writing any code12.
A flow can be activated or deactivated, versioned, and published to make it available for use12.
A flow can be monitored and debugged using the Flow Execution Details and the Flow Logs12. References:
Flow Designer
Service Catalog Request Fulfillment

The plugin that helps alleviate inconsistencies in company names is the Normalization Data Services plugin, which is part of the ServiceNow IT Asset Management suite1.
The Normalization Data Services plugin provides a set of features and capabilities that enable you to standardize and normalize data across various tables and fields in ServiceNow, such as manufacturer names, model names, software names, and company names12.
The Normalization Data Services plugin uses a combination of rules, dictionaries, and algorithms to identify and correct data inconsistencies, such as spelling errors, abbreviations, synonyms, and duplicates12.
The Normalization Data Services plugin can help you improve the quality and accuracy of your data, reduce manual efforts and errors, and enhance reporting and analysis12. References:
1: Normalization Data Services – Product Documentation: San Diego – ServiceNow
2: Normalization Data Services – ServiceNow

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