ServiceNow CIS-HAM Certified Implementation Specialist - Hardware Asset Management Exam Practice Test

• According to the Hardware Asset Management documentation, residual value is the estimated value of an asset at the end of its useful life.
• Residual value is calculated by subtracting the depreciation from the cost of the asset, as stated in the Hardware Asset Management documentation: “Residual value = Cost - Depreciation”.
• Depreciation is the amount of value that an asset loses over time due to wear and tear, obsolescence, or other factors.
• Therefore, the correct answer is option C, subtract the depreciation from the cost of the asset. References:
• Hardware Asset Management documentation
• What is Hardware Asset Management?

• According to the Hardware Asset Management documentation, an asset audit is a process of verifying the physical existence and location of assets in an organization.
• The asset audit results show the status of each scanned asset, such as “Scanned and expected”, “Scanned and not expected”, “Expected and not scanned”, or “Not expected and not scanned”.
• The status of “Scanned and expected” means that the asset was both expected to be in the inventory and scanned during the audit, indicating a match between the physical and the logical inventory.
• Therefore, if you receive the result of 10 “Scanned and expected” assets, it means that you expected 10 assets in your inventory and scanned these 10 assets during your audit, as stated in option B. References:
• Hardware Asset Management documentation
• What is Hardware Asset Management?

• According to the ServiceNow Product Documentation on Document Templates1, document templates are records that define the layout and content of a document that can be generated from a table record, such as an HR case1. They can include information such as fields, variables, images, and signatures1.
• According to the ServiceNow Product Documentation on Generate Documents from Templates2, when a document template is created from an HR case, the name of the person who created the document is added to the name of the attachment2. For example, if John Smith created a document from the template Employee Termination Letter, the attachment name would be Employee Termination Letter - John Smith.docx2.
• The reason for this naming convention is to indicate who generated the document, which can be useful for auditing and tracking purposes2. It can also help to avoid confusion or duplication if multiple documents are generated from the same template by different users2.
• The other options are not the correct explanation for why the name of the person who created the document is added to the name of the attachment. It does not indicate who should sign the document, as the signature can be added as a variable in the template1. It does not indicate the Opened for user, as the document can be generated for any HR case, not necessarily the one that the user opened2. It does not indicate who the document is about, as the document can contain information about multiple parties, such as the employee, the manager, and the HR representative2.

References:

• 1: ServiceNow Product Documentation: Document Templates
• 2: ServiceNow Product Documentation: Generate Documents from Templates

The Normalization statuses are the indicators of how well the hardware and consumable models are standardized and normalized in the model catalog and the CMDB. The Normalization statuses are:

• Manufacturer Normalized: The model has been normalized with the manufacturer name and the product name, but not the model number or the device type. For example, Dell Latitude.
• Match Not Found: The model has not been normalized because no matching model was found in the Hardware Asset Management Content Service. For example, ABC XYZ.
• Partially Normalized: The model has been normalized with the manufacturer name, the product name, and the model number, but not the device type. For example, Dell Latitude E7450.
• Normalized: The model has been fully normalized with the manufacturer name, the product name, the model number, and the device type. For example, Dell Latitude E7450 (Laptop).
• Manually Normalized: The model has been manually updated by the user with the normalization content, such as the manufacturer name, the product name, the model number, and the device type. For example, HP Pavilion 15 (Laptop).
• New: The model has been created and has not yet run through the normalization process. For example, Lenovo ThinkPad T490.

References:

• Normalization status for enterprise models, which describes the normalization statuses for enterprise models and how they are used to track the normalization progress and results.
• Hardware Model Normalization, which explains how to normalize the details of the hardware and consumable models using the Hardware Model Normalization Content Service.

 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.

• To activate HAM, navigate to System Definition > Plugins and search for Hardware Asset Management. Click Activate/Upgrade and follow the instructions1.
• To run the scheduled job “Asset - Create FSM asset tasks”, navigate to System Definition > Scheduled Jobs and search for the job name. Click Execute Now to run the job immediately or set a schedule for it to run periodically2.
• The scheduled job will create asset tasks for existing incidents, changes, and work orders that have assets associated with them. The asset tasks will be linked to the parent records and will have the same state and assignment group as the parent records2.
• The asset tasks will allow the asset managers to track and manage the assets involved in the service delivery processes3. References:
• 1: Hardware Asset Management - ServiceNow
• 2: Asset - Create FSM asset tasks scheduled job
• 3: Hardware Asset Management and Field Service Management integration

• A component is considered an IT asset when you want to perform hardware asset management (HAM) activities on it1.
• HAM is a subset of IT asset management (ITAM) that focuses on the physical components of IT systems2.
• HAM helps you to manage the entire lifecycle of your hardware assets, from planning and acquisition to retirement and disposal1.
• Some of the HAM activities that require a component to be an IT asset are:
• Therefore, the options that are also HAM activities are A. Manage its procurement, D. Track its incurred costs, and E. Manage its maintenance contracts.
• The other options that are not HAM activities are:
• 1: Hardware Asset Management
• 2: What is Hardware Asset Management?

According to the ServiceNow Hardware Asset Management documentation, the system property glide.ham.retire_sw() determines the behavior of software allocations when a hardware asset is retired. The possible values are:

•Reclaim: The software allocations are automatically returned to inventory and the software installation records are deleted.

•Retain: The software allocations remain with the hardware asset and need to be reclaimed manually.

•Remove: The software allocations are removed from the asset, but not returned to inventory.

• 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.

References:

• 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

• Classes are represented as tables in the ServiceNow database that define the attributes and relationships of a specific type of record1
• The base asset class is the alm_asset table, which contains the common fields and properties for all types of assets, such as hardware, software, consumable, etc.2
• The alm_asset table is extended by other asset classes, such as alm_hardware, alm_software, alm_consumable, etc., which add more specific fields and properties for each asset type2
• The cmdb_asset table is not a class, but a view that joins the alm_asset table and the cmdb_ci table, which is the base configuration item (CI) class3
• The cmdb_hardware table is a CI class, not an asset class, that contains the common fields and properties for all types of hardware CIs, such as computers, devices, network equipment, etc.4

References: 1: Tables and Classes - ServiceNow 2: Asset [alm_asset] table - ServiceNow 3: Asset and Configuration Item [cmdb_asset] view - ServiceNow 4: Hardware [cmdb_ci_hardware] class - ServiceNow

During an inventory audit, if you accidentally scan the same asset twice, the Hardware Asset Management (HAM) application will automatically remove the duplicate records and only import the unique scans. This is because the HAM application uses the asset tag or the serial number as a coalesce field, which prevents duplicate records from being created or updated in the hardware asset table. Therefore, you do not need to worry about scanning the same asset twice, as the HAM application will handle the duplicates for you. References:

• Audit your inventory, which provides a step-by-step guide on how to perform scheduled or blind audits of asset stockrooms and other locations using the Agent mobile app and the Now Platform.
• Hardware Asset States, which describes the different states and substates of hardware assets and how they are used to track the asset lifecycle.
• 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.

• 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. References:
• 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

• Transform maps are used to transform imported hardware model data from an import set table to a target table, such as the Product Catalog or the Asset table1
• Coalesce is an option that you can set on a field mapping to uniquely identify the same asset in order to merge or update records2
• Coalesce means that the field is used as a unique key. If a match is found using the coalesce field, the existing record is updated with the imported information. If no match is found, a new record is inserted2
• Coalesce helps to prevent duplicate records and ensure data consistency2
• You can set coalesce on one or more fields in a transform map, but at least one coalesce field is required2
• The other options, B. Consolidate, C. Unique identifier, D. Unique source, E. Unique target, and F. Combine, are not valid options for setting the unique identification of assets in transform maps

References: 1: Creating New Transform Maps - ServiceNow 2: [Coalesce - ServiceNow]

 According to the ServiceNow Hardware Asset Management documentation, the asset lifecycle defines and describes the series of stages involved in managing an asset throughout its useful life. The first stage of the asset lifecycle is the request stage, where stakeholders get together, discuss their objectives, and determine which assets are needed and why. The culmination of this stage is a formal request for an asset. The asset lifecycle begins when the asset is requested, not when it is procured, deployed, or fulfilled. References:

• ServiceNow Hardware Asset Management: Hardware Asset Management overview
• ServiceNow Hardware Asset Management: What is the IT Asset Lifecycle?

• According to the ServiceNow Product Documentation on Transfer Orders1, transfer orders are records that define the movement of assets from one stockroom to another1. They can be used to replenish the stock of assets, fulfill asset requests, or relocate assets1.
• According to the ServiceNow Product Documentation on Transfer Order Line Tasks2, transfer order line tasks are records that define the actions that need to be performed for each transfer order line2. A transfer order line is a record that defines the quantity and model of the assets that are being transferred1.
• The main purposes of transfer order line tasks are2:

References:

• 1: ServiceNow Product Documentation: Transfer Orders
• 2: ServiceNow Product Documentation: Transfer Order Line Tasks

 According to the ServiceNow Hardware Asset Management documentation, assets can be moved between stockrooms by using transfer orders. A transfer order is a record that tracks the movement of assets from one stockroom to another. A transfer order can be created manually by the stock manager or automatically by the system based on predefined rules or workflows1. A transfer order contains information such as the source and destination stockrooms, the assets to be transferred, the shipment details, and the status of the transfer2.

The other options are not correct because:

• Stock orders are records that track the procurement of assets from vendors, not the movement of assets between stockrooms3.
• Stock rules are rules that define the minimum and maximum stock levels for each asset model in a stockroom, not the movement of assets between stockrooms.
• Transfer rules are rules that define the conditions and actions for creating transfer orders automatically, not the records that track the movement of assets between stockrooms.

References:

• ServiceNow Hardware Asset Management: Transfer orders
• ServiceNow Hardware Asset Management: Create a transfer order
• ServiceNow Hardware Asset Management: Stock orders
• [ServiceNow Hardware Asset Management: Stock rules]
• [ServiceNow Hardware Asset Management: Transfer rules]

• To prevent normalization information for a specific hardware model from being sent to the ServiceNow Content Service, you need to select the Exclude from content service check box on the Normalization tab 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 no Exclude or Opt-out button on the hardware model record. There is also no Opt-out from content service check box on the Normalization tab of the hardware model record. References: 1: Work with hardware normalization 2: ServiceNow Content Service

• Normalization is the process of standardizing the hardware model data by manufacturer name, model name, and model number1.
• Normalization helps to maintain a clean and consistent configuration management database (CMDB) and to avoid duplicate or inaccurate hardware models1.
• Normalization first runs to normalize the record when you save the hardware model record1.
• This means that when you create or edit a hardware model record, the system automatically checks the record against the normalization rules and the Hardware Content Service Lifecycle data, and updates the record with the normalized values if applicable1.
• Therefore, the answer that reflects when normalization first runs is C. When you save the hardware model record.
• The other options are not the correct answer because they describe different scenarios or actions:
• 1: Hardware Normalization
• 2: Daily Scheduled HAM – Daily Job

• Stock rules are rules that define the minimum and maximum quantities of assets that should be maintained in a stockroom1.
• Automatic restocking actions are actions that trigger the creation of stock orders when the quantity of an asset falls below the minimum threshold or exceeds the maximum threshold1.
• A daily scheduled job runs every day to check the stock levels of assets and execute the automatic restocking actions based on the stock rules1.
• The plugin that must be activated in order to configure and use the scheduled job is the Procurement plugin2.
• The Procurement plugin enables the procurement of assets and consumables through purchase orders, stock orders, and vendor management2.
• The Procurement plugin also provides the Stock Order [Order] table, which stores the stock orders created by the automatic restocking actions2.

References: 1: Stock rules 2: Procurement

• The Hardware Asset dashboard is a collection of data visualizations that show key metrics on your hardware and consumable models and assets for the entire asset life cycle1.
• The tabs in the Hardware Asset dashboard are updated in real time, meaning that they reflect the latest data from the Hardware Asset Management application2.
• The tabs in the Hardware Asset dashboard are not based on scheduled jobs, hourly intervals, or 15-minute intervals, as these options would not provide the most accurate and up-to-date information on your hardware assets. References: 1: Hardware Asset dashboard - Product Documentation: San Diego - ServiceNow 2: Hardware Asset Management overview - ServiceNow - Now Support

 Hardware Model Normalization is a feature that enables users to standardize the data of hardware and consumable models, such as manufacturer, product, model, and device type. Hardware Model Normalization requires the activation of the Hardware Model Normalization (com.sn_hwnorm) plugin, which also activates the Normalization Data Services Client (com.glide.data_services_canonicalization.client) plugin. These plugins install several tables that store the normalized data and the rules for normalization. The tables that are installed with Hardware Model Normalization are:

• Device Type: This table contains the device types that are used to categorize the hardware models, such as laptop, desktop, server, printer, etc.
• Hardware Manufacturer: This table contains the normalized names of the hardware manufacturers, such as Dell, HP, Lenovo, etc.
• Hardware Model Library: This table contains the normalized data of the hardware models, such as manufacturer, product, model, device type, UNSPSC code, etc. This table is populated by the Hardware Model Normalization Content Service, which is a subscription-based service that provides the latest and most accurate data for hardware models.
• Hardware Normalize Key: This table contains the rules for generating the normalize key, which is a unique identifier for each hardware model based on its manufacturer, product, and model. The normalize key is used to match the hardware models with the Hardware Model Library data.

The other options, C. Hardware Normalize Key and E. Device Name, are not tables that are installed with Hardware Model Normalization. Hardware Normalize Key is a field in the Hardware Model [cmdb_model] table, not a separate table. Device Name is a field in the Configuration Item [cmdb_ci] table, not a separate table. References: Hardware Model Normalization, Demo - HAM Professional - Hardware Model Normalization, Hardware Asset Management

• 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.

References:

• 1: ServiceNow Product Documentation: Model Category
• 2: ServiceNow Product Documentation: Configuration Management
• 3: ServiceNow Product Documentation: Asset Management

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. References:

• 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.

• The Overview view is a dashboard that displays metrics and charts related to the hardware assets in your organization.
• The Overview view shows the following information:
• To access the Overview view, you need to have the sn_ham.user role or the sn_ham.admin role.
• To access the Overview view, navigate to Hardware Asset Management > Overview. References:
• Overview
• Hardware Asset Management roles

Normalization is the process of aligning hardware asset data with the ServiceNow Content Library, which provides standardized values for manufacturer, product name, and model number. During normalization, the system compares the hardware model data with the content library and assigns a status to indicate the level of match. The status of Match Not Found means that the system could not find any matching record in the content library for the hardware model. The most common cause for this status is missing data, such as an empty manufacturer field or a generic product name. To resolve this issue, the user can manually edit the hardware model record and provide the missing data, or use the lookup feature to search for a matching record in the content library. Alternatively, the user can create a new content library record for the hardware model and link it to the asset record. References:

• Hardware model normalization
• Normalize hardware models
• Create a content library record

• 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:
• 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:
• : Configuration Item

• Inventory audits are the processes of verifying the accuracy and consistency of the hardware asset inventory across the enterprise1.
• The Hardware Asset Management (HAM) application supports the following types of inventory audits1:
• Therefore, the types of inventory audits that are also options in the question are A. Stockroom audit and C. Location audit.
• The other options that are not types of inventory audits supported by the HAM application are:
• 1: Hardware Asset Inventory Audit
• 2: Stockrooms
• 3: Vendor Management
• 4: Configuration Management

• The Service Catalog provides a user-friendly interface for requesting hardware assets and services from the IT department1
• The Service Catalog facilitates the ability to source from existing stock by allowing users to select from a list of available hardware products that are in stock or reserved in a stockroom2
• The Service Catalog also enables users to view the status of their requests, track the delivery and return of assets, and report any issues or incidents related to assets1
• The Service Catalog is integrated with the Procurement Catalog, which contains the list of hardware products that are currently on order or have been received from vendors3
• The Service Catalog is also linked to the Product Catalog, which contains the list of hardware products that are available for purchase from vendors or internal sources4
• The Vendor Catalog contains the list of vendors that supply hardware products, but it does not facilitate the ability to source from existing stock

References: 1: Service Catalog - ServiceNow 2: [Request hardware assets - ServiceNow] 3: Procurement Catalog - ServiceNow 4: Product Catalog - ServiceNow : Vendor Catalog - ServiceNow

According to the ServiceNow Hardware Asset Management documentation, the Inventory tab of the Hardware Asset Management dashboard provides a comprehensive view of the inventory functions, such as asset audits, disposal orders, stock orders, and shipments. The primary goal of this tab is to show the value from maintaining inventory, such as reducing costs, improving service delivery, and optimizing asset utilization. The Inventory tab also helps users to take inventory-related actions, such as creating or managing stock orders, disposal orders, or shipments, scanning assets with a mobile device, and assigning assets to pallets. References:

• ServiceNow Hardware Asset Management: Hardware Asset Management overview
• ServiceNow Hardware Asset Management: Inventory view

• According to the Hardware Model Normalization document, 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:
• The characteristics that are used to determine the normalization status are the following1:
• Therefore, the correct answers are options A, C, and E, as they are the characteristics that are used to determine the normalization status. References:
• Hardware Model Normalization
• What is Hardware Asset Management?

According to the ServiceNow Hardware Asset Management documentation, the Retired state indicates that the asset is no longer in use and is ready for disposal or reuse. The substates of the Retired state are:

• Disposed: The asset has been discarded or recycled.
• Donated: The asset has been given away to a charity or a non-profit organization.
• Vendor Credit: The asset has been returned to the vendor for a credit or a refund.
• Sold: The asset has been sold to a third party.

The substate Pending Disposal is not valid for the Retired state, as it is only available for the states In Stock and In Transit. The substate Destroyed is not valid for the Retired state, as it is only available for the state In Use. References:

• ServiceNow Hardware Asset Management: Asset and CI management
• ServiceNow Hardware Asset Management: Setting asset states and substates

• 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. References:
• Transfer orders

According to the ServiceNow Hardware Asset Management documentation1, when a hardware asset is retired, the system property glide.ham.retire_reclaim_sw() determines whether the software allocations on that asset are automatically reclaimed or not. If the property is set to true, the software allocations are returned to the inventory. If the property is set to false, the software allocations remain with the hardware asset and need to be reclaimed manually. References: 1: Hardware Asset Management - ServiceNow2

• According to the Hardware Asset Management documentation, the hardware model normalization process is a process of comparing the model data in the ServiceNow platform with the data from the Content Library, which is a cloud-based service that provides normalized and enriched hardware model data.
• The hardware model normalization process helps customers identify and manage their hardware models more effectively, as well as plan for hardware refreshes based on end-of-life (EOL) and end-of-service (EOS) dates1.
• The hardware model normalization process assigns a status to each hardware model, such as Fully Normalized, Partially Normalized, Match Not Found, or Not Normalized1.
• The status of Fully Normalized means that the hardware model data in the ServiceNow platform matches the data from the Content Library, indicating a complete and accurate model record1.
• The status of Partially Normalized means that the hardware model data in the ServiceNow platform partially matches the data from the Content Library, indicating a missing or incorrect model field1.
• In order for a hardware model to be fully normalized rather than partially normalized, the hardware model record must have the following fields populated correctly1:
• Therefore, the correct answer is option E, model number, as it is the field that is required in the hardware model record for full normalization.

• According to the Hardware Asset Management documentation, the Hardware Asset Management (HAM) plugin is a licensable application that provides advanced workflow, automation, and mobile capabilities to maintain your assets.
• To activate the HAM plugin, you need to request it from the HI Customer Service System1.
• Once the HAM plugin is activated, you can access the Hardware Asset Management application from the application navigator in the ServiceNow platform2.
• The Hardware Asset Management application contains several modules, such as Hardware Assets, Hardware Asset Dashboard, Hardware Normalization, and Asset Lifecycle Automation2.
• Therefore, the correct answer is option D, check for the Hardware Asset Management application in the application navigator, as it indicates that the HAM plugin is installed on your instance. References:
• Hardware Asset Management documentation
• Hardware Asset Management - Product Documentation: Tokyo - ServiceNow

• According to the ServiceNow IT Asset Management (ITAM) Hardware Asset Management (HAM) learning path, the Hardware Asset dashboard is a feature that shows key metrics on your hardware and consumable models and assets for the entire asset life cycle.
• The Hardware Asset dashboard is available with the Hardware Asset Management (HAM) application, which is a licensable application that provides advanced workflow, automation, and mobile capabilities to maintain your assets1.
• To access the Hardware Asset dashboard, you need to have the ham_user role, which is the minimum role required to use the HAM application1.
• The ham_user role grants you the permission to view and update hardware and consumable assets, transfer orders, disposal orders, and RMA requests1.
• Therefore, the correct answer is option C, ham_user, as it is the minimum role required to use the Hardware Asset dashboard. References:
• ServiceNow IT Asset Management (ITAM) Hardware Asset Management (HAM) learning path
• Hardware Asset Management documentation
• What is Hardware Asset Management?