ServiceNow CIS-HAM - Certified Implementation Specialist - Hardware Asset Management

The CMDB Health Dashboard is a tool that monitors and reports the health of the Configuration Management Database (CMDB) data based on four key performance indicators (KPIs): completeness, compliance, correctness, and relationship accuracy12.

Completeness measures the percentage of configuration items (CIs) that have the required and recommended attributes populated12.

Compliance measures the percentage of CIs that adhere to predefined regulatory requirements, internal governance, and certificates12.

Correctness measures the percentage of CIs that pass the predefined data integrity rules, such as identification rules, orphan CI rules, and stale CI rules12.

Relationship accuracy measures the percentage of CIs that have the expected relationships with other CIs12.

The CMDB Health Dashboard focuses on the first three areas of data quality: completeness, compliance, and correctness12. These areas are also reflected in the overall CMDB health score, which is calculated as the weighted average of the three KPIs12.

The other options, configuration, conciseness, and conformity, are not the areas of data quality that the CMDB Health Dashboard focuses on12.

Configuration is the process of defining and managing the characteristics of CIs, such as their attributes, relationships, dependencies, and status3.

Conciseness is the quality of being clear and brief, without unnecessary words or details4.

Conformity is the quality of being consistent with a set of rules, standards, or expectations5.

References: 1: How do I use the CMDB health dashboard? 2: CMDB Health Dashboard Score Card Explained. 3: Configuration management 4: Conciseness 5: Conformity

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.

To find the answer, I searched for “ServiceNow Hardware Asset Management IT asset vs. CI” using my search_web tool.

I found several relevant web pages that explain the difference between an IT asset and a CI in ServiceNow.

I learned that an IT asset is any financially valuable component that can contribute to the delivery of an IT product or service, while a CI is any component that needs to be managed in order to deliver an IT service12.

I also learned that an IT asset is often a CI, but not all CIs are IT assets12.

Therefore, a component is considered an IT asset vs. a CI when you want to do the following:

Manage its procurement, maintenance, or retirement

Track its monetary value or costs

Manage its associated license, warranty, or lease contracts

These are the aspects that relate to the financial value and lifecycle of the component, which are relevant for IT asset management34.

The other options, such as tracking its operational information and knowing its relationships to other assets in the CMDB, are more relevant for CI management, which is part of configuration management35.

 According to the ServiceNow Hardware Asset Management documentation, ITAM personas and ITAM roles are different concepts that relate to the types and access of users of the product. The difference between them are as follows:

ITAM personas are user profiles that represent the typical users of the ITAM product and their business needs. They are not tied to any specific role or permission, but rather describe the goals, challenges, and expectations of the users. For example, some of the ITAM personas are IT Asset Manager, IT Asset Analyst, IT Procurement Manager, and IT Finance Manager1.

ITAM roles are access controls that determine what features and functions a user can access in the ITAM product. They are assigned to users or groups based on their responsibilities and tasks. They can also be combined to grant multiple levels of access to a user. For example, some of the ITAM roles are asset, asset_admin, asset_tagging, and procurement2.

Therefore, a user may have multiple roles, but a single persona (A), roles control access to features in the product (B), personas represent types of users of the product ©, and a user may have multiple roles and personas (F) are the correct statements that describe the difference between ITAM personas and ITAM roles. References:

1: ITAM personas 2: ITAM roles

According to the ServiceNow Hardware Asset Management documentation, a hardware asset is defined as "any tangible, physical company technology asset, including those currently in use, those in storage, and support equipment"1. Websites are not tangible or physical assets, but rather digital or virtual assets that are hosted on servers or other hardware devices. Therefore, websites are not considered hardware assets by ServiceNow. The other options, switches, routers, buildings, and software entitlements, are all examples of hardware assets or related items that can be managed by ServiceNow Hardware Asset Management. References:

What is Hardware Asset Management?