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ServiceNow CIS-HAM Exam
Certified Implementation Specialist – Hardware Asset Management (Page 7 )

Updated On: 12-Feb-2026
Page 7 of 38
PDF with 203 Questions

What feature does the Hardware Asset Management (HAM) application use to fully normalize hardware models?

  1. Transform mappings
  2. Mapping assist
  3. Normalization transformation
  4. Normalization mappings
  5. Transform normalization

Answer(s): D

Explanation:

Normalization mappings are a feature of the Hardware Asset Management (HAM) application that allow you to standardize the manufacturer name, model name, and model number of hardware assets in the Configuration Management Database (CMDB)1. Normalization mappings are created by matching the values from the discovery source to the values in the Product Catalog.
Normalization mappings help you to fully normalize hardware models by ensuring that the asset data is consistent, accurate, and complete.


Reference:

Hardware Normalization
Create normalization mappings
What is Hardware Asset Management?



During normalization, what is the most common cause for hardware models to generate a status of Match Not Found?

  1. Missing transform map
  2. Plugin issues
  3. Invalid transform map
  4. Missing data

Answer(s): D

Explanation:

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.


Reference:

Hardware model normalization
Normalize hardware models
Create a content library record



Which values does the "Asset tracking strategy" field provide to affect individual models? (Choose three.)

  1. Create consumable asset
  2. Don't create assets
  3. Merge CI
  4. Leave to category
  5. Create assets

Answer(s): A,B,D



When activating Hardware Asset Management (HAM) in an instance already running Field Service Management (FSM), how do you configure asset tasks for existing incident, change, and work order flows?

  1. No configuration is required: asset tasks automatically activate behind the scenes
  2. Activate HAM, then run scheduled job "Asset - Create FSM asset tasks" to insert the asset tasks
  3. Activate HAM and then re-run the scheduled FSM jobs
  4. Stop the scheduled FSM jobs, activate HAM, then restart the scheduled FSM jobs

Answer(s): A

Explanation:

To activate HAM, navigate to System Definition > Plugins and search for Hardware Asset Management. Click Activate/Upgrade and follow the instructions. 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 periodically.
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 records. The asset tasks will allow the asset managers to track and manage the assets involved in the service delivery processes.


Reference:

1: Hardware Asset Management - ServiceNow

2: Asset - Create FSM asset tasks scheduled job

3: Hardware Asset Management and Field Service Management integration



When a hardware asset is retired (e.g., a server), what happens to any existing software allocations on that asset?

  1. The software allocations remain with the hardware asset and need to be reclaimed manually.
  2. The software allocations are automatically returned back into inventory.
  3. The software allocations are removed from the asset, but not returned to inventory.
  4. The behavior is controlled by the configurable system property glide.ham.retire_reclaim_sw().
  5. The behavior is controlled by the configurable system property glide.ham.retire_sw().

Answer(s): D

Explanation:

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.


Reference:

1: Hardware Asset Management - ServiceNow2






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