1 IT Asset Management Overview & Fundamentals
20%
- A – IT Asset Management Basics
- Core IT asset management terminology, concepts, and goals
- B – Hardware Asset Lifecycle
- Hardware asset lifecycle, stages, and components
- C – Application Introduction and Recommended Practices
- Implementing hardware asset management (e.g., best practices, capability blueprint, Now Create implementation methodology)
- D – Implementing Hardware Asset Management in ServiceNow
- IT asset management personas, roles, and groups
- Implementing hardware asset management in ServiceNow - ITSM Asset Management and Hardware Asset Management (HAM) (e.g., resources, plugins, processes, capabilities, navigation)
2 Data Integrity – Attributes and Data Sources
27%
- A – Trustworthy Data Fundamentals
- Trustworthy data (e.g., what is it, why it is critical for ITAM)
- B – Creating Trustworthy Data
- Assets vs. configuration items (CIs) (e.g., characteristics, relationships)
- Creating hardware assets and CIs (e.g., processes, asset states, device details, hardware models, hardware model categories, CI classes)
- Managing hardware assets and CIs (e.g., asset and CI data synchronization, enforcing CI verification, asset tracking, tracking strategies)
- C – Hardware Discovery and Normalization
- Using Discovery, CMDB, and Normalization Data Services (NDS) to provide trustworthy data
- D – HAM Hardware Model Normalization
- What it does and does not do
- What data it provides (e.g., key fields, hardware model lifecycle data)
- How it works (e.g., process, hardware model normalization tables, normalization statuses, manual normalization, resolving normalization issues, Hardware Model Normalization Overview dashboard)
- ServiceNow hardware model Content Service (e.g., how it supports normalization, process)
3 Practical Management of IT Assets
30%
- A – Consumables
- Assets vs. consumables
- Managing consumables (e.g., creating, tracking, consuming)
- B – Inventory and Stock
- Managing inventory and stock (e.g., tracking, transfer orders, stock rules)
- Asset audits (e.g., process)
- C – Automating Asset Management Lifecycle
- Automating asset population into ServiceNow (e.g., import and update sets, process, transform maps, complex imports)
- Automating asset inventory with HAM (e.g., Mobile Asset Inventory Audit, process, creating audits, scanning assets, reviewing assets, completing audits)
- Managing asset retirement (e.g., asset states, process (manual and automated), workflows)
- Automating hardware asset lifecycle with HAM (e.g., goals, asset flows and asset tasks, processes, standard flows, customizing flows, asset actions)
- D – Contract and Change Management
- Managing hardware contracts (e.g., creating, adjusting, lifecycle)
4 Operational Integration of IT Asset Management Processes
18%
- A – Reports and Dashboards
- Generating asset reports for IT Asset Management (e.g., available reports, process, customizing)
- Using IT Asset Management dashboards (e.g., Overview, My Assets, purpose, process, data available)
- Using HAM Hardware Asset Manager dashboard (e.g., purpose, process, data available)
- Using Hardware Asset Workspace (e.g., purpose, process, data available)
- B – Requests and Procurement
- Managing requests and procurement in ITSM Asset Management (e.g., catalogs, publishing, ordering, sourcing, receiving, purchase orders, using mobile ITAM apps)
- Automating stock management in ITSM Asset Management and HAM (e.g., from warehouses, from vendors, configuring stock rules, bulk stock orders)
- C – Extending Asset Management
- Asset management vs. configuration management
- Extending asset management and configuration management (e.g., extending asset/CI/product model classes, process, recommended practices)
- D – Data Accuracy
- Define data management and hygiene
- Data certification (e.g., roles, process, filters, schedules)
- Data hygiene
5 Financial Management of IT Assets
5%
- A – Hardware Contract Financials
- Key components of hardware contract financials (e.g., contract rate cards, expense lines, processing costs)
- B – IT Cost Management
- Understand IT Cost Management (e.g., depreciation, fixed assets, total cost of ownership)