:

The itil role enables the user to perform actions related to incident, problem, change, and

configuration management. This role is part of the ITIL framework, which is a set of best practices for

delivering IT services. According to the ServiceNow documentation1, the itil role can do the

following:

Create and update incidents, problems, and change requests

View configuration items (CIs) and their relationships

Add comments and work notes to tasks

Approve or reject change requests

Close resolved incidents and problems

Reopen closed incidents and problems

The other roles listed in the question have different functions and permissions. For example, the

procurement_user role can request and track hardware purchases2, the inventory_admin role can

manage stockrooms and transfer orders3, the discovery_admin role can configure and run Discovery

to populate the CMDB4, and the asset role can view and edit asset records5.

1: Incident Management - Product Documentation: San Diego - ServiceNow 2:

Procurement - Product Documentation: San Diego - ServiceNow 3: Inventory Management - Product

Documentation: San Diego - ServiceNow 4: Discovery - Product Documentation: San Diego -

ServiceNow 5: Asset Management - Product Documentation: San Diego - ServiceNow

:

According to the ServiceNow Hardware Asset Management documents, a hardware asset’s lifecycle

consists of the following stages: Procure, Receive, Deploy, Maintain, and Dispose1. These stages

correspond to the options A, D, and E in the question. The option B, Request, is also a valid stage in

the hardware asset management process, as it involves identifying the hardware needs and initiating

the procurement process2. However, the option C, Consume, is not a component of a hardware

asset’s lifecycle, as it is not mentioned in the ServiceNow documents. Consume is more relevant to

software assets, which are used or consumed by end-users or applications3. Therefore, the correct

answer is C. Consume.

ServiceNow Hardware Asset Management landing page

ServiceNow Hardware Asset Management overview

ServiceNow Software Asset Management overview

:

Hardware normalization is a process that standardizes the data of hardware and consumable models

by using the United Nations Standard Products and Services Code (UNSPSC) and a set of rules12.

Normalization can be performed manually or automatically on models in the model catalog12.

If a model has been normalized, it will have a check mark in the Normalized column in the model

list1.

To revert the normalization of a model, you can use the Revert Normalization UI action, which is

available on the model form13.

The Revert Normalization UI action will restore the original values of the model attributes that were

changed by the normalization process13.

The Revert Normalization UI action will also clear the Normalized check mark and the Normalization

Source field on the model form13.

Work with hardware normalization - ServiceNow -

Now Support, Hardware Asset Management builds onCore Asset Management -

ServiceNow, Automation Simplifies Hardware Asset Management - ServiceNow Blog, Product

Documentation | ServiceNow

:

According to the ServiceNow Hardware Asset Management documentation, the Inventory tab of the

Hardware Asset Management dashboard provides a comprehensive view of the inventory functions,

such as asset audits, disposal orders, stock orders, and shipments. The primary goal of this tab is to

show the value from maintaining inventory, such as reducing costs, improving service delivery, and

optimizing asset utilization. The Inventory tab also helps users to take inventory-related actions, such

as creating or managing stock orders, disposal orders, or shipments, scanning assets with a mobile

device, and assigning assets to pallets.

ServiceNow Hardware Asset Management: Hardware Asset Management overview

ServiceNow Hardware Asset Management: Inventory view

Baseline asset states are the predefined states that represent the lifecycle stages of hardware assets

in the ServiceNow platform1.

Baseline asset states are used to track the status, location, and ownership of hardware assets, as well

as to trigger workflows and tasks for asset management2.

The baseline asset states are: In Stock, In Use, In Repair, In Transit, Retired, Consumed, and

Duplicate1.

In Stock means the asset is available in a stockroom and ready for deployment1.

Consumed means the asset is used up or depleted, such as a toner cartridge or a battery1.

Retired means the asset is no longer in use and has been disposed of or recycled1.

Baseline asset states

Hardware Asset Management overview

According to the Hardware Asset Management documentation, the Hardware Asset Management

(HAM) plugin is a licensable application that provides advanced workflow, automation, and mobile

capabilities to maintain your assets.

To activate the HAM plugin, you need to request it from the HI Customer Service System1.

Once the HAM plugin is activated, you can access the Hardware Asset Management application from

the application navigator in the ServiceNow platform2.

The Hardware Asset Management application contains several modules, such as Hardware Assets,

Hardware Asset Dashboard, Hardware Normalization, and Asset Lifecycle Automation2.

Therefore, the correct answer is option D, check for the Hardware Asset Management application in

the application navigator, as it indicates that the HAM plugin is installed on your

instance.

Hardware Asset Management documentation

Hardware Asset Management - Product Documentation: Tokyo - ServiceNow