Every digital business runs on IT assets, foundational for protecting revenue and business resilience. The business needs to know what assets are owned, where they are located, who is using them, how often they are used when they are being configured, what they cost, and the value they deliver. When day-to-day business operations shift, ITAM is foundational to making the pivot possible.
As the workplace continuously evolves, an asset estate poses significant challenges from an operation, cost, and risk perspective. Asset managers may be working with multiple tools or stockrooms in different locations. When assets are managed separately, asset data is scattered, and asset teams are working in data siloes.
ServiceNow® Hardware Asset Management provides increased visibility of the asset estate and automates the IT lifecycle on a single platform.
Hardware Asset Management provides prescriptive workflows to:
· Automate the IT lifecycle on a single platform
· Gain end-to-end asset visibility
· Reduce asset costs and risk
· Centralize asset data for accurate inventory and reporting
· Automate request, receive, deploy, swap, and dispose workflows
· Plan for asset refreshes with actionable insight and minimize wasted resources
· Make smarter decisions about asset utilization and new investments
· Comply with established security policies and regulatory requirements
Hardware Asset Management Features
Hardware Normalization
Hardware Normalization drives the standardizing of asset data in the customer environment by manufacturer name, model name, and model number. In addition, the Content Library will automatically populate the inventory with asset metadata that can’t be discovered such as: end of support, end of extended support, and end-of-life dates. Hardware Asset Management customers leverage the ServiceNow Content Library and Content Service with verified manufacturer attributes resulting in perpetually clean and reliable asset data for the CMDB.
Asset Lifecycle Automation
Asset Lifecycle Automation leverages Flow Designer to deliver prescriptive workflows. Take the guesswork away with ready to go standard industry practices. Customers are empowered to configure low code workflows that suit their business needs.
Asset Tasks help customers eliminate the risk of data inaccuracy caused by manual processes. Hardware Asset Management automates the updates to assets and CIs. Asset managers can assign asset tasks to incident, change, and work orders, reducing effort on ticket resolution and delivering faster services. Updates are applied when deploying, swapping, or retiring hardware. With Asset Tasks, you can automate manual processes with ready to go workflows for:
- Asset order
- Bulk stock order
- Deploy, swap, and retire assets
- Hardware asset disposal order
- Hardware asset refresh
- Loaner asset request
- Asset return merchandise authorization (RMA)
- Asset lease expiration
- Asset reclamation
- Asset donation
- Zero touch asset refresh
- Zero touch request
- Indoor mapping
- Asset picking with indoor maps
- Asset repair flow
Hardware Asset Dashboard
The Hardware Asset Dashboard serves as the command center for Hardware Asset Management, with tabs dedicated to key asset lifecycle milestones. Act quickly with intuitive, automated workflows available out of the box. Facilitate hardware and consumables requested for procurement. Easily identify normalization status. Stabilize the business by removing equipment that is approaching end of support and end of life. Comply with established security policies and regulatory requirements. Uncover the unknown portion the IT estate so it can be secured and managed properly.
Mobile Asset Inventory Audit
Asset Inventory Audit provides the capability to capture asset inventory located in a specific stockroom or location using the ServiceNow Mobile Agent and Mobile Scanning capabilities. Customers can compare the scanned results to what is stored in ServiceNow, driving improved data quality and inventory process compliance.
This feature provides a streamlined, governed input approach to validate the database records against what physically exists in the store or stockroom. Customers can create a scheduled audit with set time parameters (for example, 30/60/90 days). Quickly find and correct database errors to grow executive confidence with proven data accuracy.
Boost the value of your existing platform products already in place like Discovery, CMDB, Asset Management, and Service Catalog and get to value faster.
ServiceNow Hardware Asset Management brings advanced features beyond ServiceNow ITSM Asset Management foundational capabilities.
Key features include:
- Automated asset tasks—deploy, swap, and retire
- Contract renewal workflow
- Asset inventory audit
- Asset pallets
- Remote asset receiving
- Hardware asset dashboard
- Asset integration - Shipping carrier
- Service locations, Distribution channels support for Stockroom
- Indoor mapping capability for Hardware Asset
- Asset warranty integration with Lenovo
- Asset total cost of ownership (TCO)
- Hardware Asset Management maturity
- Hardware Asset Management for Zero Touch Mobility
- Licensing support for new resource categories
- Asset attestation
- Stockroom Receiving
- Receiving - my assets
- Asset putaway
- Asset performance reports
- Inventory reports
New
- Automated entitlement detection and reporting for ITAM and HAM applications: Administrators can now view and export entitlement consumption reports for out-of-the-box applications, with notifications for undisclosed usage.
- AI Native HAM Prime SKU with bundled contract management and AI-driven asset operations: Licensed customers can access advanced contract lifecycle management, autonomous asset operations, and AI-powered asset replacement workflows, all gated by entitlement checks.
- NextWave ServiceNow Otto panel enablement for Hardware Asset Management: Fulfillers can now access and test the ServiceNow Otto panel in HAM workflows, with operational validation and support for accessibility standards.
- Visual regression testing for accessibility compliance in ITAM Asset Management Workspace: All updated components undergo systematic visual regression testing to ensure WCAG 2.2 Level AA conformance, with defect remediation prior to release.
- Service Catalogue migration to Angular for hardware catalogue items: End users and Service Desk agents can access, request, and process hardware catalogue items in the Angular environment, with validated workflows and UI consistency.
Changed
- Workflow dependency removal in HAM and ITAM test projects: Test projects now create their own data and run independently of demo data workflows, improving test stability and execution time.
- Gradle migration for select test projects: Test projects for asset repair, reclamation, lease contract expiration, and procurement have been migrated to Gradle for improved build consistency.
- Java 21 compile upgrade for HAM and associated libraries: All impacted repositories and libraries now compile with Java 21, resolving method conflicts and ensuring compatibility with updated dependencies.
- Accessibility improvements for Classic UI and HAM workspace: UI elements such as images, table grids, and popups have been updated to conform to 400% zoom accessibility guidelines, ensuring proper rendering and usability.
- Demo data creation optimization for HAM workflows: Demo data creation processes for loaner, donation, disposal, contract renewal, and RMA orders have been streamlined, allowing efficient XML import and Flow Designer context management.
Fixed
- Issues with creating shipping carriers in the Hardware Asset Workspace have been resolved.
- Advanced shipment notifications now auto-populate the order date on hardware assets during ASN import when a purchase order exists.
- Asset import no longer truncates model names; the maximum length is now correctly handled during bulk asset import.
- Duplicate asset creation has been resolved when the IRE property is disabled; serial number values are now set correctly.
- The HAM On-prem Run Import UI action now triggers the import process when the content type is application/x-zip-compressed.
- Orders are now processed correctly even if the start date passes without successful allocation.
- Out-of-box scripts no longer revert the sys_user form to previous versions.
- Custom hardware models can now be created even if an inactive model with the same number exists in the Content Library.
- Deactivating an Inventory tab now removes both the UI element and its backend data from the Data Broker.
- Asset refresh utilities now correctly consider CSDM Lifecycle migration status when determining replacement models.
Plugin dependencies:
- Hardware model normalization (com.sn_hwnorm)
- Procurement (com.snc.procurement)
- Performance analytics (com.snc.pa)
- Cost Management (com.snc.cost_management)
App dependencies:
- CMDB CI class models (com.sn_cmdb_ci_class - Version 1.83.0)
- Expanded Model and Asset Classes (com.sn_ent - Version 2.16.0)
- Geo Map component (com.sn_geo_map - Version 1.2.0)
- Asset management common (com.sn_itam_common - Version 15.1.4)
- Physical assets (com.sn_phy_assets - Version 2.3.0)