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ServiceNow CIS-HAM Exam
Certified Implementation Specialist – Hardware Asset Management (Page 3 )

Updated On: 12-Feb-2026
Page 3 of 38
PDF with 203 Questions

The Hardware Asset Management (HAM) application expands baseline ITSM Asset Management with which features? (Choose three.)

  1. Mobile Asset Receiving
  2. Mobile My Assets
  3. Hardware Model Normalization
  4. Hardware Asset Dashboard
  5. Stockrooms
  6. Asset & Model Records
  7. Asset Inventory Audit

Answer(s): C,D,G

Explanation:

According to the Hardware Asset Management page, the HAM application includes the following features: Hardware Asset Workspace, Hardware Normalization, Asset Lifecycle Automation, Return Merchandise Authorization, Asset Reservations, Asset Onboarding and Offboarding, Mobile Asset Receiving, Mobile My Locker, Asset Inventory Audit, and Hardware Asset Dashboard. Among these features, Mobile Asset Receiving, Hardware Model Normalization, and Hardware Asset Dashboard are the ones that expand the baseline ITSM Asset Management, which only covers Asset & Model Records and Stockrooms.
Mobile Asset Receiving allows users to receive multiple assets against a purchase order using a mobile device, which simplifies the asset receiving process and reduces errors. Hardware Model Normalization standardizes asset data by manufacturer name, model name, and model number, which improves data quality and accuracy in the CMDB. Hardware Asset Dashboard provides a comprehensive view of hardware asset data, such as asset counts, costs, compliance, and lifecycle stages, which helps users make informed decisions and optimize asset performance.


Reference:

Hardware Asset Management
What is Hardware Asset Management?
[Hardware Asset Management - ServiceNow Docs]



Expected outcomes of IT asset management (ITAM) include which of the following? (Choose three.)

  1. Integrates with business services via the Service Catalog from request through to disposal
  2. Leverages IT Service Management (ITSM) to manage the lifecycle of assets as they pass through their useful life as configuration items (CIs)
  3. Provides input into, aligns with, and follows corporate governance
  4. Improves application privacy and security adherence
  5. Leverages Service Mapping to predict service impact

Answer(s): A,B,C



What is the difference between ITAM personas and ITAM Roles? (Choose four.)

  1. A user may have multiple roles, but a single persona
  2. Roles control access to features in the product
  3. Personas represent types of users of the product
  4. Personas control access to features in the product
  5. Roles represent types of users of the product
  6. A user may have multiple roles and personas

Answer(s): A,B,C,F

Explanation:

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 Manager. 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 procurement. 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.


Reference:

1: ITAM personas
2: ITAM roles



Hamm is a member of the Asset Managers group which has the ham_admin role assigned to it. Based on this role alone, which of the following operations can Hamm perform? (Choose four.)

  1. Revert normalization results
  2. Create and delete asset records
  3. Create purchase orders
  4. Create flows
  5. Import assets
  6. Add Service Catalog entries

Answer(s): A,B,E,F

Explanation:

According to the Hardware Asset Management page, the ham_admin role grants the user the following permissions:
Create, read, update, and delete hardware asset records Import hardware assets from external sources
Revert normalization results for hardware assets
Add hardware assets to the Service Catalog
These permissions correspond to the options A, B, E, and F in the question. The options C and D are not part of the ham_admin role, and are not mentioned in the ServiceNow Hardware Asset Management documents.


Reference:

Hardware Asset Management
Hardware Asset Management roles and permissions



What information would you track for a configuration item (CI) versus an asset? (Choose two.)

  1. Financial
  2. Lifecycle
  3. Contractual
  4. Operational
  5. Relationship

Answer(s): D,E

Explanation:

Operational: The current status, performance, availability, and capacity of the CI, as well as any incidents, problems, or changes that affect it.
Relationship: The dependencies and connections between the CI and other CIs, services, processes, and users.
The information that you would track for an asset includes:
Financial: The cost, depreciation, ownership, and warranty of the asset, as well as any procurement or disposal activities.
Lifecycle: The stages and transitions of the asset from request to retirement, as well as any inventory or stock management.
The information that you would not track for a CI versus an asset are:
Contractual: This information is relevant for both CIs and assets, as it relates to the agreements and obligations between the service provider and the customer or vendor. Lifecycle: This information is relevant for both CIs and assets, as it relates to the stages and transitions of the component from request to retirement.


Reference:

3: Asset and CI management - Product Documentation: San Diego - ServiceNow
2: What is the difference between an Asset and a Configuration Item?
1: [ITIL 4 Foundation] IT Assets vs.
Configuration Items (CI's) - CertiBanks






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