51 free ServiceNow CIS-HAM practice questions from the CertStash pack of 203, each with the correct answer and a full explanation. The rule is the same for every exam: ten free on the product page, 51 free here, all 203 in the pack, and each step includes the one before it.
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Question 1
Hamm is a member of the Asset Managers group which has the ham_admin role assigned to it. Based on this role alone, which of the following operations can Hamm perform? (Choose four.)
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Correct answer: A, B, D, E. Revert normalization results; Create and delete asset records; Create flows; Import assets
The ham_admin role grants permissions to perform asset management operations including reverting normalization results (A), creating and deleting asset records (B), creating flows (D), and importing assets (E). Creating purchase orders (C) requires procurement permissions typically outside the asset management scope, and adding Service Catalog entries (F) requires catalog administration permissions rather than asset management permissions.
Why the other options are wrong
- C. Purchase order creation requires procurement module permissions, not asset management permissions.
- F. Service Catalog entry management requires Service Catalog administration, not the ham_admin role.
Question 2
What information would you track for a configuration item (CI) versus an asset? (Choose two.)
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Correct answer: D, E. Operational; Relationship
Configuration items track operational information (D) such as dependencies, relationships, and technical specifications, and relationship data (E) showing how components connect within the infrastructure. Assets focus on financial and contractual aspects. Operational and relationship tracking are the distinguishing characteristics of CI management in the CMDB, separate from asset financial and contractual concerns.
Why the other options are wrong
- A. Financial tracking is an asset concern, not a primary CI tracking focus.
- B. Lifecycle tracking applies to both assets and CIs, not a distinguishing factor.
- C. Contractual information is tracked for assets, not the primary focus for CIs.
Question 3
A component is considered an IT asset vs. a configuration item (CI) when you want to do which of the following? (Choose three.)
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Correct answer: A, C, D. Manage its procurement, maintenance, or retirement; Track its monetary value or costs; Manage its associated license, warranty, or lease contracts
A component is treated as an IT asset when managing its procurement, maintenance, or retirement (A), tracking its monetary value or costs (C), and managing associated licenses, warranties, or lease contracts (D). These are the core asset management functions that distinguish asset classification from CI classification, which focuses on operational relationships and technical configuration rather than financial and contractual management.
Why the other options are wrong
- B. Tracking operational information is a CI function, not an asset-specific function.
- E. Knowing relationships to other assets in the CMDB is a CI function, not an asset-specific function.
Question 4
Which of the following are considered assets? (Choose three.)
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Correct answer: A, C, D. Facilities; Hardware; Software entitlements
Assets include Facilities (A) such as buildings and physical locations, Hardware (C) like computers and servers, and Software entitlements (D) representing licensing rights. Contracts (B) are supporting documents tracked against assets but are not themselves assets. Software distributions (E) are deployments or versions of software rather than discrete asset objects tracked in asset management.
Why the other options are wrong
- B. Contracts are contractual documents associated with assets, not classified as assets themselves.
- E. Software distributions represent deployment instances rather than countable asset units.
Question 5
What is the default display name for an asset?
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Correct answer: B. An automatically generated combination of asset tag and model
The default display name for an asset is an automatically generated combination of asset tag and model. This provides the most practical and commonly used identifier for assets in ServiceNow, as the asset tag is the primary business identifier assigned during asset creation, paired with the model for clarity.
Why the other options are wrong
- A. Serial number and model category is not the standard default display name format.
- C. Serial number and model is not the primary default display identifier.
- D. Asset tag and model category is not the standard combination used in default display names.
Question 6
What is the default state of a newly created asset?
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Correct answer: A. In use
The default state of a newly created asset is In use (A). When assets are first created in the system, they are placed in the In use state, indicating they are available and deployed in the organization. Other states like On order or In stock represent different lifecycle stages that must be explicitly set based on the asset's actual procurement and inventory status.
Why the other options are wrong
- B. Consumed is a state indicating the asset has been used up or retired, not a default initial state.
- C. On order is a state for assets that have been purchased but not yet received.
- D. In stock is a state for assets in inventory awaiting deployment, not the default state upon creation.
Question 7
What is the impact of a customer opting out of the ServiceNow Content Service for specific models?
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Correct answer: B. Unrecognized data doesn't get sent to the ServiceNow Content Service
When a customer opts out of the ServiceNow Content Service for specific models, unrecognized data does not get sent to the ServiceNow Content Service (B). This respects the customer's data privacy and security preferences by preventing transmission of unrecognized or sensitive information to external ServiceNow systems while maintaining local asset management functionality.
Why the other options are wrong
- A. Opting out prevents data transmission but does not necessarily block Content Library updates for opted-in models.
- C. Data is not sent at all when opted out; encryption of sent data is not the mechanism.
- D. Content Library updates for opted-out models stop, but the primary impact is preventing data transmission.
Question 8
What fields does the ServiceNow Content Service normalize or enrich? (Choose four.)
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Correct answer: A, B, C, F. Lifecycle; Device type; Manufacturer; Hardware model
The ServiceNow Content Service normalizes and enriches Lifecycle (A) information such as end-of-life dates, Device type (B) classification, Manufacturer (C) details, and Hardware model (F) specifications. These fields are standardized against the ServiceNow Content Library to ensure consistency and accuracy. Memory (D) specifications are typically hardware-specific and not normalized by the Content Service. Asset tag (E) is a local organizational identifier that cannot be standardized across organizations.
Why the other options are wrong
- D. Memory specifications are device-specific technical details not normalized by the Content Service.
- E. Asset tag is a unique organizational identifier that is not subject to Content Service normalization.
Question 9
What are the three tiers of Lifecycle Management? (Choose three.)
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Correct answer: C, D, E. Know what you have; Improve management controls; Improve efficiency
The three tiers of Lifecycle Management are: Know what you have (asset visibility and discovery), Improve management controls (governance and policy enforcement), and Improve efficiency (optimization and cost reduction). These three tiers form the foundational framework for managing IT assets throughout their complete lifecycle, progressing from awareness to control to optimization.
Why the other options are wrong
- A. Know what you don't have is not a tier of Lifecycle Management.
- B. Increase onboarding controls is not a recognized tier of the Lifecycle Management framework.
Question 10
Which ServiceNow role enables the user to perform actions related to incident, problem, change, and configuration management?
Show answer and explanation
Correct answer: C. itil
The itil role is specifically designed to grant users permissions to perform actions across core IT Service Management domains including incident management, problem management, change management, and configuration management. This role provides comprehensive access to ITSM workflows and processes.
Why the other options are wrong
- A. The procurement_user role is focused on procurement activities, not ITSM processes.
- B. The inventory_admin role manages inventory but lacks broader ITSM capabilities.
- D. The discovery_admin role is limited to discovery and CI identification functions.
- E. The asset role provides asset management access but not full ITSM incident, problem, and change management capabilities.
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Question 11
When a hardware asset is retired (e.g., a server), what happens to any existing software allocations on that asset?
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Correct answer: A. The software allocations remain with the hardware asset and need to be reclaimed manually.
When a hardware asset is retired, existing software allocations remain with the hardware asset and must be reclaimed manually. The system does not automatically return software allocations to inventory during retirement, requiring administrators to explicitly manage the disposition of software licenses and allocations.
Why the other options are wrong
- B. Software allocations are not automatically returned to inventory upon hardware retirement.
- C. Allocations are not simply removed without reclamation; they must be actively managed.
- D. No system property named glide.ham.retire_reclaim_sw() controls this behavior.
- E. No system property named glide.ham.retire_sw() governs software allocation handling during retirement.
Question 12
Assets can be scanned and created in ServiceNow via the Agent mobile application in which scenarios? (Choose two.)
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Correct answer: A, B. Create a single asset via barcode scan; Receive one or multiple assets from a purchase order
The Agent mobile application in ServiceNow allows assets to be scanned and created through barcode scanning for single assets and by receiving one or multiple assets directly from a purchase order. These are the two supported scenarios for asset creation via the mobile agent application.
Why the other options are wrong
- C. Creating multiple assets from a contract PDF scan is not a supported scenario in the Agent mobile application.
- D. Name search is not used as a primary method for asset creation in the mobile agent; barcode scanning is the primary scanning mechanism.
Question 13
What information would you find on the End of Life tab of the Hardware Asset dashboard? (Choose two.)
Show answer and explanation
Correct answer: A, C. Hardware asset disposal status; Hardware assets disposed (YTD)
The End of Life tab of the Hardware Asset dashboard displays hardware asset disposal status (option A), showing which assets have been disposed, are pending disposal, or are in the disposal process. It also shows hardware assets disposed year-to-date (option C), providing metrics on disposal activity. These two elements help organizations track the retirement phase of their hardware assets.
Why the other options are wrong
- B. New hardware assets found by audits are discovery-related information displayed on different dashboard tabs or audit-specific views.
- D. Consumable models up for End of Life would appear on consumables-specific dashboards, not the hardware asset End of Life tab.
Question 14
What information should be tracked in an asset record? (Choose two.)
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Correct answer: B, D. Financial information; Contractual information
Asset records should track financial information (cost, depreciation, acquisition price) and contractual information (warranty, support agreements, licensing terms) as these are essential for asset management, compliance, and financial reporting. Physical resources and operational details are secondary to core asset tracking, while logical relationships are more applicable to infrastructure mapping than asset records.
Why the other options are wrong
- A. Physical resources are characteristics rather than information tracked as primary asset record data.
- C. Operational details are typically tracked separately from core asset records.
- E. Logical relationships are more relevant to service and infrastructure mapping than asset record tracking.
Question 15
What is the purpose of stock rules? (Choose two.)
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Correct answer: A, C. To automatically transfer assets when a low quantity threshold is detected in a stockroom; To send notifications when a low quantity threshold is detected in a stockroom
Stock rules serve two primary functions: they automatically initiate asset transfers when a stockroom's quantity falls below a defined threshold, and they generate notifications to alert relevant personnel that a low quantity threshold has been detected. These rules maintain optimal inventory levels and ensure timely action.
Why the other options are wrong
- B. Tracking stock orders from vendors is not a function of stock rules; that is managed through the procurement process.
- D. Tracking stock movement between stockrooms is a records function, not a purpose of rules themselves.
- E. Notifications about arriving shipments are triggered by receiving events, not by stock rules.
Question 16
With regard to Contract Management notifications, what is the most important contract dale to be aware of?
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Correct answer: C. Expire date
The expire date is the most important contract date to be aware of in Contract Management notifications. The expiration date signals when contract coverage ends and is critical for ensuring continuous service coverage, managing renewals, and avoiding gaps in protection or support.
Why the other options are wrong
- A. The extend date is less critical than the expire date for notification purposes.
- B. The renew date, while important, is typically secondary to tracking the expire date.
- D. The start date establishes when coverage begins but is less pressing for ongoing contract management notifications.
Question 17
What plugin offers consistent, good, clean data for the company names of vendors or manufactures?
Show answer and explanation
Correct answer: D. Normalization Data Services Client (com.glide.data_services_canonicalization.client)
The Normalization Data Services Client plugin provides consistent, clean, and reliable data for company names of vendors and manufacturers. This plugin specializes in canonicalizing manufacturer and vendor information to ensure data quality and consistency across the system.
Why the other options are wrong
- A. Hardware Model Normalization focuses on normalizing model names and specifications, not specifically on vendor company names.
- B. Service Catalog Scoped API is designed for service catalog functionality, not vendor data normalization.
- C. Outbound Tracking is used for tracking outbound communications and processes, not for vendor name normalization.
Question 18
Which of the following are functions of the model category? (Choose two.)
Show answer and explanation
Correct answer: B, D. Model categories determine when to create assets from configuration items (Cls); Model categories provide the link between configuration management and asset management
Model categories determine when to create assets from configuration items by establishing the rules and criteria for asset creation. They also provide the critical link between configuration management and asset management, enabling the system to understand which CIs should be tracked as assets and how they relate to the asset management process.
Why the other options are wrong
- A. Model categories do not group consumables in the Product Catalog; they relate to asset management, not product catalog organization.
- C. Model categories are not designed to group assets in the Service Catalog.
- E. While important, the link between procurement and asset management is not a primary function of model categories.
Question 19
Which of the following are valid contract states? (Choose three.)
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Correct answer: A, B, E. Draft; Active; Expired
Valid contract states in ServiceNow Asset Management represent the progression of a contract through its lifecycle. Draft is the initial state when a contract is being created but not yet finalized. Active represents a contract that is currently in effect and being honored. Expired represents a contract that has passed its end date and is no longer valid. These three states cover the primary contract statuses used in the system.
Why the other options are wrong
- C. In use is not a standard contract state; contracts are either active or expired, not designated as 'in use'.
- D. New is not a formal contract state; the correct initial state is Draft.
Question 20
When disposing of an IT asset through a vendor, what documentation should be attached to the retired asset's record as proof of adherence to environmental, regulatory, and legal requirements?
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Correct answer: D. Certificate of disposal
When disposing of IT assets through a vendor, a Certificate of Disposal should be attached to the retired asset record. This document serves as proof that the vendor has properly handled the asset in accordance with environmental, regulatory, and legal requirements for asset disposal.
Why the other options are wrong
- A. Certificate of discharge is not the standard documentation term for asset disposal.
- B. Certificate of decommission refers to the internal process of taking an asset out of service, not vendor disposal.
- C. Certificate of destruction is used for data destruction verification, not the asset disposal process.
- E. Certificate of retirement is not the formal documentation requirement for vendor asset disposal.
Question 21
Which of the following are valid substates of the Retired state? (Choose four.)
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Correct answer: A, B, C, F. Disposed; Donated; Vendor Credit; Sold
The valid substates of the Retired asset state are Disposed (removed from use), Donated (given to another organization), Vendor Credit (returned for credit), and Sold (transferred for compensation). These substates classify how retired assets were ultimately handled. Destroyed is not a standard substate, and Pending Disposal is a transitional status rather than a final retired substate.
Why the other options are wrong
- D. Destroyed is not a recognized substate of Retired in standard ServiceNow HAM configuration.
- E. Pending Disposal is a temporary state awaiting final disposition, not a substate of Retired.
Question 22
Within the asset audit form, where would you find the list of all assets that were found at the stockroom or warehouse that is being audited?
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Correct answer: B. Scanned assets
Scanned assets represent the list of all assets that auditors actually discovered and scanned at the stockroom or warehouse during the blind audit process. This list shows what was physically found on-site through the scanning activity.
Why the other options are wrong
- A. Identified assets refers to assets that have been recognized as matching known inventory items.
- C. Expected assets represents the predetermined list of assets that should be present, which is intentionally hidden during a blind audit.
- D. Labelled assets is not a standard section in the asset audit form.
- E. Inventoried assets is not the correct term for the scanned assets section of an audit form.
Question 23
What is the difference between ITAM personas and ITAM Roles? (Choose four.)
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Correct answer: A, B, C, F. A user may have multiple roles, but a single persona; Roles control access to features in the product; Personas represent types of users of the product; A user may have multiple roles and personas
Personas and roles serve distinct purposes: personas represent types of users (such as asset manager, requester, auditor), while roles control access to product features. A user may have multiple roles assigned for different functions and can simultaneously embody multiple personas based on their responsibilities. Roles grant permissions to features; personas describe user categories and their typical workflows.
Why the other options are wrong
- D. Personas do not control access to features; roles do.
- E. Roles do not represent types of users; personas do.
Question 24
When using transform maps to transform imported hardware model data to your desired asset tables, what option do you set to uniquely identify the same asset in order to merge/update records?
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Correct answer: A. Coalesce
The Coalesce option in transform maps is used to specify which field(s) uniquely identify records so that incoming data can be matched against existing records for merging or updating rather than creating duplicates. This ensures data integrity during hardware model data imports.
Why the other options are wrong
- B. Consolidate is not the correct term for the transform map merge/update functionality.
- C. Unique identifier is a general concept but not the specific option name in transform maps.
- D. Unique source does not set the merge/update criteria in transform maps.
- E. Unique target does not set the merge/update criteria in transform maps.
- F. Combine is not a transform map option for identifying duplicate records.
Question 25
When transferring non-consumable assets between stockrooms, how must they be transferred?
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Correct answer: C. As a single entity with a quantity of one
Non-consumable assets must be transferred between stockrooms as single entities with a quantity of one. This requirement ensures proper tracking and accountability of individual non-consumable items, as each asset is tracked separately and cannot be grouped together in a single transfer record.
Why the other options are wrong
- A. There is no requirement to transfer assets in sets of two.
- B. There is no inventory percentage limitation on transfers between stockrooms.
- D. Assets do not need to be transferred in groups of ten; individual transfers with quantity one are required.
Question 26
What are model records?
Show answer and explanation
Correct answer: A. Models are specific versions or various configurations of an asset
Model records represent specific versions or various configurations of an asset within the CMDB. They serve as templates that define the characteristics, attributes, and properties of asset types. This allows organizations to track different configurations of the same asset type (such as different versions of laptops or servers) and manage them distinctly within the asset management system.
Why the other options are wrong
- B. This describes CIs (configuration items), not model records specifically.
- C. Model records do not directly associate CI classes with asset classes; rather, they represent asset configurations themselves.
- D. This is a definition of an asset, not a model record.
Question 27
How do you prevent normalization information fora specific hardware model from being sent to the ServiceNow Content Service?
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Correct answer: A. Select Exclude from content service on the Normalization tab of the hardware model record
You prevent normalization information for a specific hardware model from being sent to the ServiceNow Content Service by selecting the 'Exclude from content service' checkbox on the Normalization tab of the hardware model record. This setting controls whether that model's data participates in content sharing with the ServiceNow service.
Why the other options are wrong
- B. There is no generic 'Exclude button' on hardware model records; the exclusion is controlled via a specific checkbox.
- C. The term 'Opt-out button' is not the correct UI element or terminology used in ServiceNow HAM.
- D. While the Normalization tab is correct, the option is labeled 'Exclude from content service,' not 'Opt-out from content service.'
Question 28
When using transfer orders to move multiple assets from a single stockroom to another, how should each asset be listed?
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Correct answer: A. Each asset should be listed as a transfer order line on the transfer order
When transferring multiple assets from one stockroom to another, each asset is added as a separate transfer order line on the transfer order. Each line represents one asset item being moved, allowing for proper tracking and management of individual assets during the transfer process.
Why the other options are wrong
- B. Transfer order tasks are used for different purposes within the transfer workflow, not for listing individual assets.
- C. Assets are not listed as lines on tasks; they are listed as lines on the main transfer order.
- D. Creating individual transfer orders for each asset is inefficient and not the intended process when moving multiple assets.
Question 29
What is the process of restructuring data to maintain consistency?
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Correct answer: B. Normalization
Normalization is the process of restructuring data to eliminate redundancy and maintain consistency across a database. It involves organizing data into tables and establishing relationships to reduce data duplication and improve data integrity. Integration refers to combining data from different sources, Discovery is about identifying data, and Service Mapping involves connecting services to their dependencies.
Why the other options are wrong
- A. Integration combines data from multiple sources but does not focus on restructuring for consistency.
- C. Discovery is the process of identifying and locating data, not restructuring it.
- D. Service Mapping establishes relationships between services and their dependencies, not data consistency.
Question 30
What do certification filters define?
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Correct answer: C. The assets to be certified
Certification filters define which assets are included in the certification process. They determine the scope of assets that must be certified by specifying criteria such as asset type, location, department, or other attributes. This ensures that only relevant assets are selected for the certification review.
Why the other options are wrong
- A. Completion percentages are defined separately in certification settings, not by filters.
- B. Timing of certification is controlled by certification schedules, not filters.
- D. Field display options are managed through form layouts or UI configuration, not certification filters.
Question 31
The Stock Rule Runner scheduled job replenishes stock in a stockroom__________.
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Correct answer: A. When stock is less than the threshold specified in the stock rule
The Stock Rule Runner is a scheduled job that automatically replenishes stock in a stockroom when the current inventory level falls below the threshold defined in the stock rule configuration. This triggers automatic restocking processes based on predefined thresholds to maintain adequate inventory levels.
Why the other options are wrong
- B. Purchase orders are used to procure stock from external vendors, not for internal stockroom replenishment between locations.
- C. While transfer orders can be part of replenishment, they are not the primary mechanism that the Stock Rule Runner uses; it replenishes based on threshold monitoring.
- D. Notification alone is not replenishment; the Stock Rule Runner performs automatic actions rather than just alerting management.
Question 32
A user’s broken laptop is replaced via an incident. Upon completion, the Incident Management application triggers the swap/replace asset task. Which fields are automatically updated in the associated asset record? (Choose three.)
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Correct answer: A, B, D. Software allocations; Maintenance contracts; Related CI record
When an Incident Management application triggers a swap/replace asset task, the fields automatically updated in the associated asset record are software allocations, maintenance contracts, and the related CI record. These three fields require updates to maintain consistency between the old and new asset configurations and their relationships in the system.
Why the other options are wrong
- C. Depreciation values are typically recalculated based on the new asset's acquisition date and cost, not automatically updated by a swap/replace task.
- E. Disposal information pertains to the retired asset, not the replacement asset receiving updates.
Question 33
Which applications are required to perform a blind audit of your asset inventory?
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Correct answer: E. Hardware Asset Management (HAM) and ServiceNow Agent mobile app
A blind audit of asset inventory requires Hardware Asset Management (HAM) as the primary application for managing and auditing physical assets, along with the ServiceNow Agent mobile app to allow field auditors to scan and record assets without seeing the expected inventory list in advance. This combination supports the blind audit process where auditors discover assets on-site without predetermined lists.
Why the other options are wrong
- A. The ServiceNow My Assets mobile app is designed for employee access to their assigned assets, not for conducting blind audits.
- B. Software Asset Management (SAM) is not required for a blind physical asset audit; this process focuses on hardware inventory discovery.
- C. ITSM Asset Management is not the correct application; HAM is specifically designed for this function.
- D. ITSM Asset Management is not the correct application for conducting blind audits of physical assets.
Question 34
When does hardware normalization run by default?
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Correct answer: D. Upon saving
Hardware normalization runs by default upon saving a hardware model record. This means that whenever a model record is created or updated, the normalization process is automatically triggered to ensure consistency, accuracy, and proper formatting of the model data within the system.
Why the other options are wrong
- A. Hourly basis is not the default trigger for hardware normalization.
- B. Daily basis is not the default trigger for hardware normalization.
- C. Every 12 hours is not the default trigger for hardware normalization.
Question 35
What field must an agent complete when resolving an incident in order for the HAM asset tasks to automatically update all configuration item (CI) and asset records associated to the Incident?
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Correct answer: D. Asset Action
The Asset Action field must be completed by an agent when resolving an incident for HAM asset tasks to automatically update all CI and asset records associated with the incident. This field directs the system on what action to take on the related assets and configuration items.
Why the other options are wrong
- A. Asset and CI Action is not the correct field name for this purpose.
- B. Asset-CI Task Action does not exist as a standard field in ServiceNow incident management.
- C. Asset Task Action is not the correct field that triggers automatic HAM updates.
Question 36
Expected outcomes of IT asset management (ITAM) include which of the following? (Choose three.)
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Correct answer: A, B, C. Integrates with business services via the Service Catalog from request through to disposal; Leverages IT Service Management (ITSM) to manage the lifecycle of assets as they pass through their useful life as configuration items (CIs); Provides input into, aligns with, and follows corporate governance
The expected outcomes of IT Asset Management include: integrating business services through the Service Catalog from request through disposal, leveraging ITSM to manage asset lifecycles as configuration items, and ensuring alignment with corporate governance requirements. These outcomes demonstrate how ITAM provides comprehensive asset visibility and control while supporting business objectives.
Why the other options are wrong
- D. Improving application privacy and security adherence is not a primary ITAM outcome.
- E. Service Mapping for service impact prediction is not an established ITAM outcome.
Question 37
Which elements are provided by the hardware asset management content service? (Choose three.)
Show answer and explanation
Correct answer: A, D, E. Manufacturer lifecycle dates; Manufacturer; Model name
The hardware asset management content service provides manufacturer lifecycle dates, which help track product end-of-life and support periods, manufacturer information for identification and compliance, and compatibles data to understand which components work together. These three elements are provided as enrichment data from the content service to enhance asset management capabilities.
Why the other options are wrong
- B. Cost is typically derived from procurement or financial systems, not provided by the hardware asset management content service.
- C. Product warranty information is not a primary element provided by the hardware asset management content service.
- F. Model name is not separately provided; manufacturer and model number are provided instead.
Question 38
During an audit, when is the Expected Assets list populated in the asset audit form?
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Correct answer: C. When scanning begins
The Expected Assets list in the asset audit form is populated when scanning begins. The system generates this list based on the audit scope and asset records at the moment scanning is initiated, providing the baseline against which scanned results will be compared.
Why the other options are wrong
- A. Scheduled jobs do not populate the expected assets list; this is determined by audit initiation.
- B. The list must be available before scanning completes to enable comparison during the audit.
- D. The asset manager does not manually pre-populate this list; the system generates it automatically.
- E. The expected list is established before results submission, not after it.
Question 39
How can you automate the replenishment of stock levels?
Show answer and explanation
Correct answer: D. Stock Rules
Stock Rules are the mechanism in ServiceNow Hardware Asset Management that automate the replenishment of stock levels based on defined thresholds and conditions. When stock quantities fall below specified minimums, Stock Rules trigger automatic actions to replenish inventory without manual intervention.
Why the other options are wrong
- A. Transfer Rules are used for moving assets between locations, not for automating stock replenishment.
- B. Transfer Orders are manual or semi-automated requests to move inventory, not the automation engine for replenishment.
- C. Stock Filters are used to organize and view inventory, not to automate replenishment processes.
Question 40
What are some examples of operational expenses of managing an asset throughout its lifecycle? (Choose two.)
Show answer and explanation
Correct answer: A, C. Replacement parts; Maintenance agreements
Replacement parts (option A) are expenses incurred during the operational phase of an asset's lifecycle to maintain functionality. Maintenance agreements (option C) are ongoing operational costs paid to keep assets serviced and in working condition throughout their lifecycle. Both represent recurring operational expenses rather than initial acquisition costs.
Why the other options are wrong
- B. Storage costs are typically considered facility or overhead expenses rather than asset-specific operational expenses.
- D. Warranty costs are generally part of the initial acquisition phase, not ongoing operational expenses during the lifecycle.
Question 41
Which mobile app allows the user to conduct an inventory audit?
Show answer and explanation
Correct answer: A. ServiceNow Agent mobile app
The ServiceNow Agent mobile app is the application that allows users to conduct inventory audits in the field. It provides the interface for scanning assets, recording audit results, and managing inventory counts.
Why the other options are wrong
- B. Mobile My Inventory is not a standard ServiceNow mobile application for conducting audits.
- C. Mobile Hardware Asset Management does not exist as a discrete mobile app for this function.
- D. Mobile My Assets is not the correct app for conducting formal inventory audits.
- E. ServiceNow Inventory mobile app is not the standard application used for asset audits.
Question 42
Inventory audit results provide easy visibility into the reconciliation of scanned assets to the existing inventory. What audit statuses are displayed as part of the results? (Choose four.)
Show answer and explanation
Correct answer: C, D, E, F. New; Scanned and not expected; Scanned and expected; Expected and not found
Inventory audit results display four audit statuses showing the reconciliation of scanned assets to existing inventory: New (scanned items not in inventory), Scanned and expected (scanned items that were anticipated), Expected and not found (inventory items not located during scan), and Scanned and not expected (scanned items not previously recorded in inventory). These four statuses provide comprehensive visibility into audit discrepancies.
Why the other options are wrong
- A. Scanned alone is not a specific audit status displayed in results; it appears combined with other criteria.
- B. Not found is not used as a standalone status; the system uses more specific combinations like Expected and not found.
Question 43
How could you quickly determine if you had the Hardware Asset Management (HAM) plugin installed on your instance?
Show answer and explanation
Correct answer: B. Check for the Hardware Asset Dashboard module in the application navigator
The quickest way to determine if the Hardware Asset Management plugin is installed is to check for the Hardware Asset Dashboard module in the application navigator. This dashboard is a distinct indicator of HAM installation and is readily visible in the navigation structure when the plugin is active.
Why the other options are wrong
- A. The Hardware Assets module alone may exist without full HAM plugin functionality.
- C. The Asset application is a general application that exists in base configurations and does not specifically indicate HAM installation.
- D. Hardware Asset Management application is not the standard navigation path for verifying HAM plugin presence.
Question 44
A given collection of methodologies, assets, and templates within Now Create is referred to as what?
Show answer and explanation
Correct answer: C. Success pack
A collection of methodologies, assets, and templates within Now Create is referred to as a Success pack. This term encompasses the bundled resources designed to support successful implementation and adoption of organizational processes and solutions.
Why the other options are wrong
- A. Now Create pack is not the standard ServiceNow terminology for this collection.
- B. Project pack is not the correct ServiceNow term for this bundled collection.
- D. Methodology pack is too narrow and does not encompass the full range of assets and templates included.
- E. Asset pack does not accurately describe the complete collection of methodologies, assets, and templates.
Question 45
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?
Show answer and explanation
Correct answer: B. Activate HAM, then run scheduled job "Asset - Create FSM asset tasks" to insert the asset tasks
When activating Hardware Asset Management in an instance already running Field Service Management, you must activate HAM and then run the scheduled job "Asset - Create FSM asset tasks" to insert the asset tasks into existing incident, change, and work order flows. This scheduled job ensures that asset-related tasks are properly configured within the established FSM processes.
Why the other options are wrong
- A. Asset tasks do not automatically activate; explicit action via a scheduled job is required.
- C. Re-running FSM scheduled jobs is not the correct procedure for configuring asset tasks.
- D. Stopping and restarting FSM scheduled jobs is unnecessary and not the recommended approach.
Question 46
Configuration items (CIs) track what type of information? (Choose two.)
Show answer and explanation
Correct answer: B, E. Operational; Relationship
Configuration items track operational information (option B), including technical specifications, status, and performance metrics about infrastructure components. They also track relationship information (option E), showing how CIs connect to and depend on other CIs, services, and business processes. These relationships are fundamental to understanding the IT environment and service dependencies.
Why the other options are wrong
- A. While CIs may reference financial data, financial tracking is not their primary purpose.
- C. Lifecycle information is tracked in asset management records rather than being a core CI tracking function.
- D. Contractual information is managed in contract management systems, not as a primary CI tracking function.
Question 47
What are the four tiers of Capability Blueprint?
Show answer and explanation
Correct answer: C. Trustworthy Data, Practical Management, Operational Integration, Strategic Conformance
The four tiers of Capability Blueprint are Trustworthy Data (foundational data quality), Practical Management (day-to-day asset management operations), Operational Integration (alignment with operational processes), and Strategic Conformance (alignment with business strategy and compliance). This framework builds from foundational data quality through operational execution to strategic alignment.
Why the other options are wrong
- A. This option uses Lifecycle Management and Business Alignment, which are not the correct tier names in the Capability Blueprint model.
- B. While this includes correct terms, it uses Process Integration and Business Alignment, missing Operational Integration and Strategic Conformance.
- D. This option pairs Lifecycle Management with Operational Integration, and uses Business Alignment instead of Strategic Conformance, making it incorrect.
Question 48
What are the goals of IT asset management (ITAM)? (Choose four.)
Show answer and explanation
Correct answer: A, B, C, D. Optimize cost; Provide decision support; Improve productivity; Provide financial reporting
The primary goals of IT asset management are to optimize cost through efficient resource allocation, provide decision support by offering accurate asset data for strategic choices, improve productivity by ensuring assets are properly deployed and maintained, and provide financial reporting to track asset value and depreciation. While tracking logical relationships and improving operational usage are beneficial outcomes, they are secondary to these four core objectives.
Why the other options are wrong
- E. Improving operational usage is a benefit of ITAM but not a primary strategic goal.
- F. Tracking logical relationships is important for configuration management but not a primary ITAM goal.
Question 49
Which of an organization’s assets are managed using stockrooms?
Show answer and explanation
Correct answer: A. All available stock, consumable or not
Stockrooms in ServiceNow manage all available stock items regardless of whether they are consumable or non-consumable. This includes any hardware inventory held in storage facilities awaiting allocation or use. The stockroom system tracks both consumable items that will be used up and reusable assets.
Why the other options are wrong
- B. Stockrooms manage all available stock, not just consumable assets.
- C. Software assets are not typically managed through stockrooms; the system focuses on physical hardware inventory.
- D. Not all disposable assets are managed through stockrooms; the system manages available stock broadly, not exclusively disposable items.
Question 50
Under which condition does the Now Platform NOT create an asset automatically?
Show answer and explanation
Correct answer: B. Enforced CI verification
The Now Platform does NOT create an asset automatically under the condition of enforced CI verification. Enforced CI verification requires manual validation and approval before assets are created, preventing automatic asset generation and ensuring a more controlled, deliberate asset creation process.
Why the other options are wrong
- A. Configuration normalization is a process that can trigger automatic asset creation.
- C. Data synching involves transferring data that can result in automatic asset creation.
- D. Data justification processes can lead to automatic asset creation when criteria are met.
- E. Model characterization is a process associated with asset creation workflows.
Question 51
A component is considered an IT asset when you want to: (Choose three.)
Show answer and explanation
Correct answer: A, D, E. Manage its procurement; Track its incurred costs; Manage its maintenance contracts
A component is considered an IT asset when you need to manage its procurement through vendor and purchase tracking, track its incurred costs for financial accountability and budgeting, and manage its maintenance contracts to ensure service continuity and support coverage. These three functions are central to treating something as an IT asset requiring formal management.
Why the other options are wrong
- B. Knowing relationships to a business service is important for service mapping but not the primary criterion for asset classification.
- C. Tracking operational information is useful but not a defining criterion for determining whether something is an IT asset.
That was 51 of 203.
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