Free CIS-HAM Practice Test Questions and Answers (2026) | Cert Empire Practice Questions

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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 Manager1.

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 procurement2.

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.

1: ITAM personas 2: ITAM roles

A transfer order is a document that records the movement of assets from one location to another1.

A transfer order line is a record that specifies the quantity and type of assets to be transferred1.

When you cancel a transfer order line, the associated assets are released from the transfer order and

their state changes from Pre-allocated to Available1.

The released assets can then be attached to another transfer order or used for other

purposes1.

Transfer orders - Product Documentation: Rome - ServiceNow

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According to the Hardware Asset Management page, the three tiers of Lifecycle Management are:

Know what you have: This tier involves tracking and managing the end-to-end lifecycle of all your

hardware assets, physical and consumable, on a single system of action.

Improve management controls: This tier involves aligning hardware investments to business

outcomes, and quickly identifying and mitigating technology risks such as tech debt, regulatory

audits, and lost assets.

Improve efficiency: This tier involves improving efficiencies and simplifying every stage of the asset

lifecycle with prescriptive workflows and tasks, normalizing hardware to maintain a clean CMDB, and

getting actionable insights to minimize waste and strategize for asset refreshes.

These three tiers correspond to the options C, D, and E in the question.

The options A and B are not part of the Lifecycle Management framework, and are not mentioned in

the ServiceNow Hardware Asset Management documents.

Hardware Asset Management

What is Hardware Asset Management?

Your asset lifecycle: How to manage it all

The Hardware Asset dashboard is a collection of data visualizations that show key metrics on your

hardware and consumable models and assets for the entire asset life cycle1.

The tabs in the Hardware Asset dashboard are updated in real time, meaning that they reflect the

latest data from the Hardware Asset Management application2.

The tabs in the Hardware Asset dashboard are not based on scheduled jobs, hourly intervals, or 15-

minute intervals, as these options would not provide the most accurate and up-to-date information

on your hardware assets.

1: Hardware Asset dashboard - Product Documentation: San

Diego - ServiceNow 2: Hardware Asset Management overview - ServiceNow - Now Support

According to the ServiceNow Hardware Asset Management documentation, the asset lifecycle

defines and describes the series of stages involved in managing an asset throughout its useful life.

The first stage of the asset lifecycle is the request stage, where stakeholders get together, discuss

their objectives, and determine which assets are needed and why. The culmination of this stage is a

formal request for an asset. The asset lifecycle begins when the asset is requested, not when it is

procured, deployed, or fulfilled.

ServiceNow Hardware Asset Management: Hardware Asset Management overview

ServiceNow Hardware Asset Management: What is the IT Asset Lifecycle?

To find the answer, I searched for “ServiceNow Hardware Asset Management IT asset vs. CI” using

my search_web tool.

I found several relevant web pages that explain the difference between an IT asset and a CI in

ServiceNow.

I learned that an IT asset is any financially valuable component that can contribute to the delivery of

an IT product or service, while a CI is any component that needs to be managed in order to deliver an

IT service12.

I also learned that an IT asset is often a CI, but not all CIs are IT assets12.

Therefore, a component is considered an IT asset vs. a CI when you want to do the following:

Manage its procurement, maintenance, or retirement

Track its monetary value or costs

Manage its associated license, warranty, or lease contracts

These are the aspects that relate to the financial value and lifecycle of the component, which are

relevant for IT asset management34.

The other options, such as tracking its operational information and knowing its relationships to other

assets in the CMDB, are more relevant for CI management, which is part of configuration

management35.

According to the Hardware Asset Management documentation, the hardware asset management

content service is a cloud-based service that provides normalized and enriched hardware model data

to the ServiceNow platform, such as manufacturer name, model name, model number, and product

lifecycle information.

The hardware asset management content service helps customers identify and manage their

hardware assets more effectively, as well as plan for hardware refreshes based on end-of-life (EOL)

and end-of-service (EOS) dates1.

The elements that are provided by the hardware asset management content service are as follows1:

Manufacturer lifecycle dates: The dates when the manufacturer stops selling, supporting, or

servicing a hardware product.

Manufacturer: The name of the company that produces the hardware product.

Model name: The name of the hardware product, such as Dell Latitude E7450 or HP ProLiant DL380

Gen10.

Therefore, the correct answers are options A, D, and E, as they are the elements that are provided by

the hardware asset management content service.

Hardware Asset Management documentation

What is Hardware Asset Management?

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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

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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

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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

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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