ServiceNow CIS-HAM Certification Exam Syllabus

• Core IT asset management terminology, concepts, and goals

- Hardware Asset Lifecycle

• Hardware asset lifecycle, stages, and components

- Application Introduction and Recommended Practices

• Implementing hardware asset management (e.g., best practices, capability blueprint, Now Create implementation methodology)

- 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)

• Trustworthy data (e.g., what is it, why it is critical for ITAM)

- 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)

- Hardware Discovery and Normalization

• Using Discovery, CMDB, and Normalization Data Services (NDS) to provide trustworthy data

- 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)

• Assets vs. consumables
• Managing consumables (e.g., creating, tracking, consuming)

- Inventory and Stock

• Managing inventory and stock (e.g., tracking, transfer orders, stock rules)
• Asset audits (e.g., process)

- 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)

- Contract and Change Management

• Managing hardware contracts (e.g., creating, adjusting, lifecycle)

• 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)

- 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)

- 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)

- Data Accuracy

• Define data management and hygiene
• Data certification (e.g., roles, process, filters, schedules)
• Data hygiene

• Key components of hardware contract financials (e.g., contract rate cards, expense lines, processing costs)

- IT Cost Management

• Understand IT Cost Management (e.g., depreciation, fixed assets, total cost of ownership)