Hardware Asset Management

As an employee, acknowledge receipt of the new asset that you received through a Zero Touch Refresh request through the Core UI on your ServiceNow instance.

As an employee, acknowledge receipt of the new asset that you received through the Zero Touch request flow on a mobile device.

Activate the remote task definitions published by the provider on your instance so that your provider can fulfill your Zero Touch Refresh requests.

Add details of aisles and spaces in a stockroom to provide granular location details of an asset in that stockroom. The aisle and space details enable you to locate and pick an asset in the stockroom.

Add base, hardware, bundle, consumable, and other pallet assets to an in-stock pallet to track and manage the assets in a stockroom as a group.

Add a charity organization to the Charity Organization [sn_itam_common_charity_org] table to make it available for asset donations.

If you have a product that is not represented in the Asset Management Content Service yet, you can create a custom product.

If you have a hardware model that isn't represented in the Asset Management Content Service yet, you can create a custom model.

Use Advanced Shipment Notification (ASN) to automate and create asset records when your assets are in transit.

Use the ServiceNow Agent app to create assets, look up assets, and receive assets from a purchase order.

Set up, manage, and optimize your generative AI solutions on the ServiceNow AI Platform from a single workspace.

As an asset manager, review and then approve or reject an Asset Donation Order.

Leverage the expanded lifecycle coverage for hardware and consumable models available in the ServiceNow Content library portal when explicit dates from the manufacturer aren’t available. Hardware models with approximated lifecycle dates contain a lifecycle code that indicates the dates are approximate.

Advanced Shipment Notification (ASN) automates the creation of asset records in the In transit state when vendors supply both asset and shipment details before delivery.

Assess the Return Merchandise Authorization (RMA) asset using either an on-site or off-site assessment procedure.

Use the Asset analytics view to get a detailed view of all your hardware assets, the total cost of ownership (TCO) of your assets, and the asset performance.

Use Asset Attestation to maintain accurate details of all the serialized hardware assets that are assigned to your employees.

Create New Asset Audits form and related fields description.

Asset bundles help you bundle a group of assets, already in your inventory, as a single entity.

You can easily donate hardware and consumable assets in stock in your organization to charity organizations through an Asset Donation Order.

Use the Asset estate view in the Hardware Asset Workspace to view the asset functions and notifications such as expiring assets, expiring lease contracts, and take appropriate actions.

Automate the update of your asset records throughout its life cycle and remove the effort of manually maintaining asset accuracy.

Manage the full lifecycle of hardware assets from refresh and replacement through reclamation, disposal, and donation.

Use the Asset Management Executive Dashboard to gain visibility into critical KPIs for Hardware Asset Management, Software Asset Management, and Cloud Cost Management applications via a single dashboard.

Assets incur costs throughout their life cycle, including initial capital costs and operational costs. Asset Total Cost of Ownership helps Asset managers to understand, analyze, and track the Total Cost of Ownership (TCO) of assets, where the total cost includes initial capital cost and operation cost.

Use the Asset operations view in the Hardware Asset Workspace to view the asset operations-related functions such as stock rules, stock orders, procurement sourcing requests, all contract renewal requests, contract renewal line items, custom products, custom models, and take appropriate actions.

Gain insights into the overall operational efficiency of your organization's hardware assets by using the asset performance reports available in the Asset analytics view.

Fields on the Hardware Asset Details form help you create hardware, software, consumable, bundle, pallet, mobile, and facility assets.

Associate a service catalog item with your provider's remote record producer to send the order details to your provider for fulfillment.

Set the flow of your catalog item to Zero Touch request flow for fulfilling all the requests for that catalog item through an external provider.

Associate a hardware model with a Calculated lifecycle template to populate the lifecycle details of the model automatically.

Associate a shipping carrier with an integration profile to connect your ServiceNow instance to the carrier application.

Link two geographically related stockrooms to create a distribution channel and make the distribution of assets more efficient. You can assign a preference order for each channel to source assets to the stockroom.

Manage sourcing requests that consume from local stockrooms effectively by associating your stockroom with multiple service locations. Optimize your loaner asset workflow and automated asset tasks by serving multiple locations using a single stockroom.

Validate a particular serialized hardware asset by creating an attestation for that asset.

Audit hardware asset assignments using attestation and manage HAM subscriptions to maintain accurate and conforming asset records.

Improve the asset utilization by auditing the hardware assets assigned to your employees and validating if the employees are using the assigned assets.

The Audit results shows the status of the assets when the scheduled or blind audits of asset stockrooms and other locations is complete.

Create an audit record to audit your inventory to determine the accuracy of your hardware and consumable assets and to optimize the inventory.

Complete and close multiple repair tasks at one go to process a repair order with multiple repair order lines.

Update the resale values for assets planned for disposal, and indicate that you want to resell them instead of disposing of them, to streamline the asset resale process.

Recalculate the active life cycle phase for a hardware or consumable model without waiting for the scheduled daily job.

Cancel an asset attestation when you no longer have to validate the ownership of the serialized assets.

Cancel an attestation schedule when you no longer want to create recurring asset attestations.

Cancel a repair order line that no longer needs to be fulfilled.

Cancel a repair order that no longer needs to be fulfilled.

View the open asset remediation from the Inventory view and close the task after updating the Model category and Model fields value for the asset.

Efficiently reclaim hardware assets when an employee leaves an organization or moves to a different role.

Add the asset drop-off location for an open Asset put away task and close it in the Hardware Asset Workspace.

After you submit an RMA request for a defective asset, you must go through various tasks to finalize repairing or replacing the asset.

Monitor and optimize Configuration Management Database (CMDB) settings that support configuration item (CI) to hardware asset synchronization, life cycle alignment, and Hardware Asset Management (HAM) data quality.

CMDB success advisor can automatically configure the HAM advisor dashboard after installation or upgrade, providing immediate access to pre-configured hardware asset insights without selecting model categories manually.

Use the CMDB success advisor application to configure and manage the CMDB success advisor for Hardware Asset Management (HAM).

Indicators enable viewing of high-level metrics that highlight data quality, completeness, and synchronization issues across hardware assets and configuration items (CIs).

The CMDB success advisor for HAM dashboard enables CMDB administrators to identify and address data quality issues specific to HAM in the Configuration Management Database (CMDB).

Improve HAM data coverage by analyzing existing and suggested data integrations, including Discovery patterns and Service Graph Connectors.

Identify supported model categories and attributes from a Discovery pattern or Service Graph Connector to evaluate data coverage and upgrade requirements.

The HAM advisor dashboard can be configured automatically on installation or upgrade, or manually through the CMDB success advisor landing page.

Review both existing and suggested Discovery patterns and Service Graph Connectors to improve your HAM data coverage.

If the HAM advisor dashboard was not configured automatically, set it up manually by selecting the model categories that define the HAM scope.

You can opt in to Hardware Asset Management (HAM) license resource categories to make the corresponding model categories available for selection in CMDB success advisor for HAM.

Manage the scope of your advisor for Hardware Asset Management (HAM) by editing model categories in CMDB success advisor to support your targeted HAM outcomes.

The Remediation actions panel available for a chart in the CMDB success advisor dashboard for Hardware Asset Management (HAM) suggests targeted actions to improve the overall quality of your Configuration Management Database (CMDB).

CMDB success advisor analyzes hardware asset data in your instance to recommend which model categories should be in your HAM advisor scope.

As a CMDB administrator, you can use the Hardware Asset Management (HAM) dashboard in CMDB success advisor to keep hardware asset data accurate and aligned with data quality guidelines.

As an asset manager or inventory administrator, complete the open remediation task that was created when your employee denied ownership of the assigned serialized hardware asset.

Scan your inventory assets by using the ServiceNow Agent app for the multi scan audit records.

Complete an assigned hardware asset repair task and mark the task as closed using the Mobile Agent application.

Several types of components are installed with activation of the Hardware Model Normalization plugin, including tables.

The Configuration Console gives administrators a centralized, module-by-module setup experience to configure Hardware Asset Management features after installation.

Module-by-module listing of the setup items in the Configuration Console for HAM, with descriptions of what each item configures.

Install the ServiceNow Otto for Contract Management Pro plugin (sn_cm_gen_ai) and activate the generative AI skills to use the Manage contract repository agentic workflow.

Configure the Hardware Asset Management application to manage hardware asset lifecycle, inventory, integrations, and team management setup from a centralized console.

Configure the Total Cost of Ownership (TCO) of assets by creating rate cards for each task in a Hardware Asset Management workflow.

Configure the integration framework for Hardware Asset Management (HAM) to connect to external shipping carriers so that inbound shipments are tracked in real time and asset records are updated automatically when hardware asset arrives.

Set up the necessary configurations in the Asset operations view to enable the tracking of KPIs for your hardware assets. These settings enable you to monitor and manage the performance your assets.

Configure a stockroom to enable AI agents in the Manage hardware asset requests agentic workflow to source hardware assets automatically.

Stockrooms are physical locations where hardware assets are stored before deployment or after return. Configure stockrooms before stockroom technicians begin receiving assets, fulfilling requests, or running inventory audits.

Use the AI conversational experience in the Configuration Console to configure assignment groups, roles, and users for Hardware Asset Management.

The Zero Touch request flow requires a Service Exchange connection, service catalog items, and an integration profile so that employees can submit hardware requests through an external provider.

Set up the Service Exchange connection and replacement models that the Zero Touch Refresh flow requires before asset managers can initiate hardware refresh requests through an external provider.

Plan and configure the Device as a Service (DaaS) features and functionalities.

Configure Hardware Asset Management to have centralized asset data for accurate inventory and insights, automate the IT life cycle with workflows, and reduce the asset costs and risks.

Configure the ServiceNow Otto for Hardware Asset Management (HAM) application to use the agentic workflow capabilities for managing your hardware asset requests autonomously.

As an employee, acknowledge or deny the ownership of the serialized hardware assets assigned to you on the Employee Center portal.

As an employee, acknowledge or deny the ownership of the serialized hardware assets assigned to you using the Now Mobile app.

As an employee, acknowledge whether you have the serialized hardware that's assigned to you either through the Now Mobile app or on the Employee Center portal.

Create a connection and credential to connect to the Lenovo Warranty API and download the warranty information for hardware assets.

Consumable Models form and related list field descriptions.

The Content lookup portal gives you visibility into the data stored in the Content Library as part of the IT Asset Management Content Service via an intuitive user interface.

Resume work on the incomplete asset attestation activities in the playbook by using the attestation schedule details.

Use the Contract management view in the Hardware Asset Workspace to view and manage details of contracts such as Contract number, Contract start and end dates, terms and conditions statements.

Copy a hardware model record from the Content lookup portal to add a new model entry to the Product Model [cmdb_model] table.

Create a service catalog request to donate the in-stock hardware and consumable assets in your organization to charity organizations.

Create an Asset put away task manually for the In stock assets in the Hardware Asset Workspace to track the movement of assets within the stockroom.

Create an asset schedule to map the hardware assets to an operation schedule.

Create an attestation schedule so that recurring asset attestations are created based on the frequency that you specify.

Create an asset attestation to validate whether the serialized hardware asset that's assigned to an employee is still in use.

Create a one-time asset attestation or a schedule for recurring attestations to verify if your serialized hardware assets are in use, using the playbook.

Create an inventory audit record using the ServiceNow Agent app.

Create asset bundles from existing assets in your inventory to track, reserve, or deploy a group of assets as a single entity.

Create Calculated lifecycle templates to manage the complete lifecycle of hardware models efficiently.

Create a carrier integration profile for your carrier by specifying the API and connection details that are used to connect your ServiceNow instance to the third-party shipping carrier application.

Create a disposal order for hardware or consumable assets. You can create a disposal order for an asset reaching its end of life cycle or an asset that is no longer functional.

Create a labor rate card to record the time worked on a task and associate a rate to the task.

Create a success goal category to associate it with the Hardware Asset Management success goal.

Create a task rate card to define the type of task and the method of calculating the associated costs.

Create your own Total Cost of Ownership (TCO) report to compare the actual or projected TCO of multiple assets or compare the actual or projected asset TCO with the benchmark cost of the hardware model.

To begin tracking your hardware and consumable assets, create a hardware or consumable model. Then, add lifecycle information to keep track of the lifecycle phase of your model.

Create an inbound asset order line for every asset in an inbound asset order.

Create an inbound asset order to associate a customer request to an asset order.

Create a provider integration profile to convert any format of Scratchpad update sent by your provider to a format required for the Zero Touch request flow.

Create a custom (internal) lifecycle to explicitly specify lifecycle dates for a selected hardware or consumable model in the Hardware Asset Workspace.

Create an inventory stock order request so that you can order new hardware in bulk for your stockrooms. The Hardware Stock Order flow tracks your order through approval, sourcing, and receiving.

Create an obligation record for signed contracts in the Hardware Asset Workspace to fulfill the responsibilities specified in the contract through obligation tasks.

Create an ad hoc obligation task required only once or at irregular intervals to track and fulfill an obligation specified in a contract.

Define the scheduled operational time, which is the duration during which the asset will be in use, by creating an operational schedule.

Create a pallet asset from the Asset estate view in the Hardware Asset Workspace to track and manage assets in the inventory.

Configure replacement models for a hardware asset model that is refreshed. When configured, employees can select replacement models for their hardware assets on the Zero Touch Refresh form.

Enhance asset management by reselling eligible retired hardware assets instead of disposing of them.

Create a Return Merchandise Authorization (RMA) response order line for every asset in an RMA response order.

Create a Return Merchandise Authorization (RMA) response order to associate an RMA request for an asset.

As an asset provider, create remote task definitions that trigger the assignment of a remote task for your customer to communicate the details of Zero Touch Refresh requests.

Create a shipping carrier record used to associate the carrier with an integration profile.

Create success activities to track the success of your created goals.

Create a success goal to track the success of the Hardware Asset Management application in your instance.

Create a Total Cost of Ownership (TCO) report source for TCO reports.

Create variables for your catalog item so that your provider can fulfill the requests for that item based on the variable details.

As an employee, request to replace a hardware asset that you own with a new asset directly with the provider through Zero Touch Refresh.

In order to integrate with a ServiceNow instance, a third-party carrier application must have a script include that extends the base class ITAMShipmentIntegration script on its ServiceNow instance to receive the shipment tracking number from the customer's ServiceNow instance and respond with the carrier-related details.

To transform Scratchpad updates sent by your provider into a format required for the Zero Touch request flow, you must have a Script Include with the method transformScratchPadToHAMZTRFormat.

The DaaS provider view in the Hardware Asset Workspace is an intuitive interface of the Device as a Service application to manage the assets of the customers of DaaS providers.

Delete a pallet asset when no assets are associated with it.

Domain separation is supported in Hardware Asset Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Use the Asset Donation flow to donate hardware and consumable assets of your organization to charity organizations.

Request hardware assets, acknowledge deliveries, confirm asset assignments, and report asset issues directly from the Employee Center or Now Mobile.

Enable the Asset pick task for your stockroom so that the task is automatically added to Standard Hardware Asset requests, Hardware Asset Refresh requests, and Sourcing workflow.

Enable the Asset put away feature for your stockroom so that the Asset put away task is automatically created to track asset movement.

Evaluate the status of the repaired asset and indicate the evaluation result as redeployable or identified for disposal.

Evaluate the repaired asset and confirm if the asset is redeployable or should be disposed of. The Repair flow completes after the repaired asset is evaluated.

Evaluate the Return Merchandise Authorization (RMA) asset on the scheduled date at the customer location.

Exclude an asset for which you don't want to use Hardware Asset Management licensed features.

Exclude a stockroom from distribution channels so that the stockroom isn't shown in the Stockrooms missing distribution channels important actions card in the Inventory view.

Exclude a stockroom from service locations so that the stockroom isn't shown in the Stockrooms missing service locations important actions card in the Inventory view.

The Device as a Service (DaaS) feature provides assets and asset management services to the customers of DaaS providers via a subscription model.

Learn more about Hardware Asset Management by reviewing the benefits that it can provide for different users in your organization.

Extend your lease contract before the contract expires and avoid paying a penalty.

Fulfill a repair order by completing all the open repair asset tasks associated with its repair order lines.

As a provider, ship the asset requested through the Zero touch request flow to the requester.

You can fulfill hardware asset requests submitted through the Service Catalog application manually or by using the Help manage hardware asset requests agentic workflow.

Repair order fulfillment tracks the resolution of defective and out-of-warranty hardware assets. Repair asset tasks associated with each repair order line must be completed before an order is fulfilled. Orders can be completed manually or through the Help repair hardware assets agentic workflow.

View consolidated asset data and identify key action items with the comprehensive AI-generated analysis summary.

Use the Hardware Asset Management (HAM) and Contract Management Pro integration to perform contract and obligation extraction from signed contract documents.

Hardware Asset Management manages (contributes data to) CSDM tables. Hardware Asset Management also uses data from CSDM tables that other applications generate. Several ServiceNow products, therefore, benefit from and add value to Hardware Asset Management.

These readily available decision tables help you customize the flows in some of the Hardware Asset Management features.

ServiceNow Hardware Asset Management is integrated with Samsung SDS Zero Touch Mobility to manage the complete life-cycle of mobile devices.

The Hardware Asset Management (HAM) application integrates with external systems and ServiceNow platform capabilities to extend asset data quality, lifecycle visibility, and device management across your organization.

Perform scheduled or blind audits of stockrooms and other locations, such as offices or datacenters, to confirm accurate inventory information.

The ServiceNow Hardware Asset Management (HAM) application is a licensable application that on activation provides advanced workflow, automation, and mobile capabilities to maintain your assets.

Pay only for the assets using licensed Hardware Asset Management features and exclude an asset for which you don't want to use the licensed features.

Hardware Asset Management (HAM) licensing enables you to choose the Hardware Asset Management resource categories that you want to use. You can save money by paying only for those categories that you use, and not for categories that you don't use.

The ServiceNow platform uses a licensing method where your organization is charged for using the IT Asset Management application- ServiceNow Hardware Asset Management.

Fields on the HAM Success Goal Details form help you create success goals for tracking the success of the Hardware Asset Management application in your instance.

System properties control asset lifecycle, procurement, inventory, reporting, and system configuration for the Hardware Asset Management application. You can view and update these properties from the Properties setup item in the Configuration Console.

Details of the out-of-the-box roles that can access Hardware Asset Workspace.

Use the Success portal view in Hardware Asset Workspace to track the progress of your Hardware Asset Management (HAM) application with success goals, assign activities to track the success of your goals, and mature your HAM program with predefined maturity items.

This Platform Analytics Solution contains preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.

Enhance your Hardware Asset Management experience by using the modernized and user-friendly Hardware asset overview view. The Hardware asset overview is a simplified and intuitive environment that helps you use the application more effectively by reducing complexity.

Use the Hardware Refresh request flow to track the aged hardware assets that are nearing the end of their life cycle. Replace them with new hardware assets.

A hardware disposal order goes through various stages in the disposal process before it’s completed. With each stage, the task that's associated with that stage changes too.

Find the hardware model details and related list field descriptions.

Hardware Model Normalization standardizes the manufacturer, product, model, and device type, of your hardware and consumable models. The system compares the details on each model against the Hardware Model Normalization Content Service and fills in the standard values it finds.

Use a hardware asset request flow for requesting, sourcing, and deploying hardware catalog items from the Service Catalog application.

Use the Inventory availability report to determine suitable replacement options for your assets and their child components that are in use, in maintenance, pending repair, or defective. The report also helps you to determine the quantity of available substitute models that can be used locally, moved through the distribution channels, and estimate the lead time for new purchases.

Use the Supply vs Demand report to evaluate the available and incoming quantity of models in your stockroom and the requests for these models from different service locations. This report helps you determine if you have enough assets to meet the demand.

Use the Open demands report to determine available stock within local stockrooms and distribution channels to fulfill sourcing requests that are open.

Receive multiple hardware and consumable assets at your stockroom by importing the asset records using an Excel template in the Hardware Asset Workspace.

Import content data from or export content data to the Hardware Asset Management content library service to support hardware normalization of asset models. On-premise users can import or export data via a zip file using the Manage Hardware Library module.

The inbound and outbound fields of the remote task definition required for the Zero Touch Refresh flow.

Reduce manual effort by using the Manage contract repository agentic workflow to extract key metadata and obligations from an uploaded signed contract and calculate the contract reminder date.

Install the HAM applications and plugins included in your subscription tier that are not yet installed in your ServiceNow instance.

You can install the Hardware Asset Management for DaaS application (com.sn_daas_ham) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.

Install the Hardware Asset Management application on your ServiceNow instance from Product Hub based on your subscription tier.

You can install the Hardware Asset Management application (sn_hamp) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence: The application includes demo data. Install related ServiceNow Store applications and plugins if they are not already installed.

If you have the admin role, you can install the ServiceNow Otto for Hardware Asset Management (HAM) application. ServiceNow Otto for HAM enables asset managers and procurement users to use the capabilities of agentic workflows in Hardware Asset Management.

Several types of components are installed with activation of the Hardware Asset Management for DaaS (com.sn_daas_ham) plugin, including tables and user roles.

Several types of components are installed with activation of the sn_hamp plugin, including tables, user roles, and scheduled jobs.

The Hardware Asset Management (HAM) application can be installed from the Product Hub or the ServiceNow Store.

Integrating a Zebra technology Radio Frequency Identification (RFID) system with your ServiceNow instance enables you to identify , track, and manage your hardware asset locations automatically.

You can check the status of your shipments in real time by integrating your ServiceNow instance with a third-party carrier application using the integration framework provided by the IT Asset Management application.

The Lenovo Asset Warranty Flow enables you to get the warranty information of hardware assets by connecting to the Lenovo Warranty API.

Configure HAM integrations and advanced settings to connect external carriers, enable Zero Touch workflows, track cost and performance, define success goals, and manage charity organizations for asset disposal.

Create an asset record for the scanned asset that doesn't exist in your ServiceNow instance and that is detected when auditing inventory.

Use the Inventory view in the Hardware Asset Workspace to view the inventory functions such as Asset audits and Disposal orders and to take any inventory-related actions.

Manage the subscription units purchased and consumed by your organization for all the Hardware Asset Management solutions with the improved HAM licensing framework. When more than one Hardware Asset Management solution is activated on a ServiceNow instance, any licensable and opted-in resource category is licensed only under one solution.

Request a temporary or loaner asset or consumable and use it for a short period.

Request a loaner asset or consumable when you need it for a short period of time.

Locate a hardware asset placed in a specific aisle and space in the stockroom by using indoor maps. After locating the asset, pick and drop off the asset to another location within the stockroom using the Mobile Agent application.

Configure settings for asset KPI tracking and monitor asset KPIs using performance reports in the Hardware Asset Workspace.

Work on the hardware asset pick tasks assigned to you by using the Mobile Agent application.

Enable the Asset pick task explicitly for your stockroom and provide granular location details of the asset to facilitate asset picking within your stockroom.

Enable the Asset put away task explicitly for your stockroom to put away the assets from the receiving bay in the designated aisle-space. View the open Asset put away task and close it after specifying the aisle-space value to move the asset in the stockroom.

Reclaim hardware assets efficiently and store them in the inventory, reassign, send it for repair, or dispose of as required.

Automate contract management with the Manage contract repository agentic workflow. Extract metadata and obligations from signed contracts and set renewal or termination reminders automatically to reduce manual data entry and help legal and procurement teams maintain compliance.

Manage the complete lifecycle of hardware models by creating calculated lifecycle templates and associating these templates with the models.

Scan and put away the assets from the receiving bay in the designated aisle-space using the ServiceNow Agent application.

Manage hardware asset tasks such as repair tasks and asset pick tasks using the intuitive Mobile Agent application.

Following a request for a hardware asset, an inbound asset order is associated with this request by creating an order in the DaaS provider interface.

Request a loaner asset or consumable for a short period. You can also prepare the loaner asset or consumable for deployment and reclamation by using loaner asset tasks. Deploy the loaner asset or consumable for a specific period, and reclaim it on the return date.

Obligation Management in the Hardware Asset Workspace enables you to create obligation records to define specific instructions and obligation task types required to fulfill a contract obligation.

Optimize your inventory by getting the defective hardware assets in your stockroom repaired using the Repair flow.

Following a request for a hardware asset return or replacement, a Return Merchandise Authorization (RMA) order is associated with this request by creating an RMA response order in the DaaS provider interface.

Initiate a Return Merchandise Authorization (RMA) process by submitting an RMA request to initiate an RMA process with your vendor. You can repair or replace a faulty asset.

As a catalog administrator, configure your Service Catalog items so that the hardware asset requests can be fulfilled by an external provider.

Track and manage stockrooms efficiently by evaluating the inventory reports in the Hardware Asset Workspace.

Receive hardware and consumable assets at stockrooms from any workflow at a centralized location on the stockroom form in the Hardware Asset Workspace.

Use the lease contract expiration flow and decide on what to do before your leased hardware asset contract expires. Get notifications about the lease contracts that are nearing their expiration dates.

Manage hardware asset inventory and stockroom operations, from receiving and storing assets to monitoring stock levels, conducting audits, and tracking asset location.

Save on Hardware Asset Management licensing cost by choosing only the Hardware Asset Management Resource Categories that you use.

As an inventory user working in large stockrooms, use the Inventory picking feature to pick the assets in the stockroom easily and facilitate the asset pick-up by technicians.

Use the Asset put away feature to track asset movement efficiently in the inventory.

Fulfill hardware asset requests of your employees through an external provider by using the Zero Touch request flow.

Fields on the Maturity item details form help you view and update the state and success goal of the maturity item.

The maturity of your Hardware Asset Management (HAM) program is divided into three stages such as Crawl, Walk, and Run.

The ServiceNow Now Mobile app supports a limited set of Hardware Asset Management task types in the My Group tasks view.

Use the ServiceNow Mobile and ServiceNow Agent apps to manage your assets.

Fields on the hardware or consumable model lifecycle form and their descriptions.

Use the Model management view in the Hardware Asset Workspace to create or edit models, view the asset model-related functions such as hardware and consumable models nearing the end of life, and take appropriate actions.

After you have created your hardware and consumable models, normalize the information of the model.

Streamline asset management tasks in the Hardware Asset Workspace by using the generative AI skills available in the ServiceNow Otto for HAM application.

Use the ServiceNow Otto for HAM AI agent collection to complete hardware asset sourcing tasks autonomously and optimize the asset repair workflow. These AI agents help resolve hardware requests quickly, improve the productivity of asset managers, and speed up repairs.

Use the Help manage hardware asset requests agentic workflow, driven by AI agents, to handle your employees' hardware asset requests automatically. The AI agents fulfill requests by either consuming the available local stock, or by generating transfer orders or purchase orders.

Use the Help repair hardware assets agentic workflow, driven by AI agents, to handle the repair requests of defective and out-of-warranty hardware assets automatically. These AI agents validate the repair tasks, provide detailed troubleshooting and repair steps, and finally close the relevant tasks after receiving user confirmation.

Use the Now Mobile app to view the assets that are assigned to you, to report any issues with your assets, and to remotely receive new assets. Create incidents to report any issues with your assets to your IT department.

Opt in to the Hardware Asset Management Content Service to improve the normalization process by sharing hardware and consumable model data from your organization with ServiceNow.

Monitor the performance KPIs of hardware assets in your organization by enabling the KPI tracking for the models to which the assets belong.

Opt in the Hardware Asset Management (HAM) license resource categories that are part of the HAM subscription. You can purchase and opt in the resource categories that you use, and you can opt out and not pay for the categories that you don't use.

Use the Pallet asset class to track and manage assets in your inventory as a group. You can easily move a group of assets between locations or dispose of them as a group.

Manage your inventory effectively using pallet assets.

Record a break from a hardware asset pick task by using the Mobile Agent application if you’re not continuing to work on it.

Record a break from a repair task for the hardware assets using the Mobile Agent application if you’re not continuing to work on it.

Record a break from a repair task in the Hardware Asset Workspace if you’re not continuing to work on it. Resume the task when you start working on it again. The system automatically tracks and calculates the actual time taken to complete the task even though the work was interrupted.

Scan available assets in the inventory and perform an asset put away task in the designated scanned drop-off location.

Pick the selected asset by using the Asset pick task.

The Create asset attestation playbook provides detailed, step-by-step instructions for creating an asset attestation. This playbook guides you through each stage of the attestation process, starting from filling in the asset attestation details to the completion of attestation.

Pre-allocated assets are often assets that the vendor still owns, but has agreed to store in a customer stockroom for just-in-time procurement.

Prepare the picked asset by inspecting the checklist and also check for any defects by using the Asset prepare task.

Select and prepare the loaner asset or consumable for deployment and reclamation by using loaner asset tasks. Deploy the loaner asset or consumable for a specific period, and reclaim it on the return date.

Process an Asset Donation Order to prepare and send assets to a charity organization.

Process a Zero Touch Refresh request to receive the assets from your provider and complete the Zero Touch Refresh flow.