Procurement and fulfillment

Manage the end-to-end procurement and fulfillment of hardware assets, from processing incoming shipments and creating stock orders to handling returns, loaner assets, and AI-assisted request management.

Tasks

Perform these tasks as needed to manage hardware asset procurement and fulfillment operations in HAM.

Task	Description
Fulfill hardware asset requests	Manage hardware asset requests through the standard request flow, either manually or using an agentic workflow.
Fulfill hardware asset requests using the Zero Touch request flow	Fulfill standard hardware assets through an external provider using the Zero Touch request flow.
Use Advanced Shipment Notification	Receive and reconcile incoming hardware assets against purchase orders before they arrive in your stockroom.
Create an inventory stock order request	Create stock orders to replenish hardware asset inventory in your stockrooms based on demand or stock rule thresholds.
Manage RMA requests	Initiate and track return merchandise authorization requests for defective or incorrect assets returned to vendors.
Manage loaner assets	Issue and track loaner hardware assets to employees while their primary assets are being repaired or replaced.
Track shipments using the integration framework	Monitor shipment status updates from your third-party carrier application.

Fulfilling hardware asset requests
You can fulfill hardware asset requests submitted through the Service Catalog application manually or by using the Help manage hardware asset requests agentic workflow.
Use Advanced Shipment Notification
Use Advanced Shipment Notification (ASN) to automate and create asset records when your assets are in transit.
Create an inventory stock order request
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.
Manage RMA requests
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.
Manage loaner assets
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.
Track shipments using the integration framework
Track your shipments in real time by integrating your ServiceNow instance with your third-party carrier's application through the integration framework provided by the IT Asset Management application.

Parent Topic:Using Hardware Asset Management

Related topics

Inventory and stockroom operations

Repair and maintenance

Asset lifecycle and disposal

Attestation and conformance

Reporting and performance

Employee self-service

Manage hardware asset tasks using the Mobile Agent application

title	Procurement and fulfillment
description	Manage the end-to-end procurement and fulfillment of hardware assets, from processing incoming shipments and creating stock orders to handling returns, loaner assets, and AI-assisted request management.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/it-asset-management/hardware-asset-management/procurement-fulfillment-ham.html
release	brazil
product	Hardware Asset Management
classification	hardware-asset-management
topic_type	concept
last_updated	2026-09-10
reading_time_minutes	3
breadcrumb	UseHardware Asset ManagementIT Asset ManagementAsset Management