[Jul-2024 Newly Released] Pass CIS-HAM Exam - Real Questions and Answers
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ServiceNow CIS-HAM Exam Syllabus Topics:
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NEW QUESTION # 98
An asset is manually created from a purchase order before it has been shipped by the supplier. By default, the state of the asset is set to:
- A. Pending transfer
- B. In use
- C. On order
- D. Awaiting delivery
Answer: C
Explanation:
When an asset is manually created from a purchase order before it has been shipped by the supplier, the default state of the asset is set to On order. This state indicates that the asset has been ordered but not yet received. The asset state will change to Awaiting delivery when the asset is shipped by the supplier, and to In stock when the asset is received by the stockroom. The asset state will change to In use when the asset is deployed to a user or a location, and to Pending transfer when the asset is ready to be transferred to another stockroom or location. The asset state will change to Retired when the asset is disposed of or returned to the supplier. Reference:
Hardware Asset States, which describes the different states and substates of hardware assets and how they are used to track the asset lifecycle.
Hardware Asset Management overview, which describes the functionalities of the Hardware Asset Management application, including the dashboard, model normalization, hardware refresh, lease contract expiration, disposal orders, and RMA requests.
Hardware Asset Lifecycle Automation, which explains how to automate the workflows and tasks for managing the assets throughout their lifecycle stages, from request to retire.
NEW QUESTION # 99
What is the default state of a newly created asset?
- A. On order
- B. In use
- C. In stock
- D. Consumed
Answer: D
NEW QUESTION # 100
A blind inventory audit is typically initiated via which interface?
- A. Third-party API
- B. Now Mobile app
- C. Now Inventory app
- D. Now Agent Mobile app
Answer: D
Explanation:
According to the Audit your inventory document, a blind inventory audit is a type of audit that hides the expected asset list from the auditor, so that the auditor has to physically scan each asset in the location and compare it with the actual asset list1.
A blind inventory audit helps ensure data integrity and accuracy, as it prevents the auditor from "cheating on the test" by relying on the expected asset list1.
A blind inventory audit is typically initiated via the Now Agent Mobile app, which is a mobile application that enables users to perform various tasks related to hardware asset management, such as scanning assets, creating audits, and viewing audit results1.
The Now Agent Mobile app allows users to create an audit on the mobile device, select the location and type of audit, and scan the assets using the device camera or a Bluetooth scanner1.
Therefore, the correct answer is option C, Now Agent Mobile app, as it is the interface that is typically used to initiate a blind inventory audit. Reference:
Audit your inventory
What is Hardware Asset Management?
NEW QUESTION # 101
What is the name of the scheduled job that generates expense lines based on rate cards?
- A. Process FM Costs
- B. Process Daily Allocations
- C. Process Expense Allocations
- D. Process Daily Costs
Answer: D
Explanation:
A rate card is a record that defines the cost of a configuration item (CI), contract, task, or labor.
A rate card can have one-time costs, recurring costs, or both.
A scheduled job is a script that runs at a specified time or interval to perform a specific task.
The Process Daily Costs scheduled job is a script that runs every day to generate expense lines for CIs, contracts, tasks, and labor based on their rate cards .
An expense line is a record that captures the cost of a CI, contract, task, or labor for a given period.
The Process Daily Costs scheduled job calculates the daily cost of each rate card by dividing the recurring cost by the number of days in the billing cycle.
The Process Daily Costs scheduled job also prorates the one-time cost of each rate card by dividing it by the number of days in the amortization period.
The Process Daily Costs scheduled job creates expense lines for each rate card with the calculated daily cost and the current date.
The Process Daily Costs scheduled job also updates the total cost and remaining cost fields of each rate card based on the generated expense lines. References:
[Cost Management - Product Documentation: San Diego - ServiceNow]
[Scheduled Jobs - Product Documentation: San Diego - ServiceNow]
[Process Daily Costs - Product Documentation: San Diego - ServiceNow]
NEW QUESTION # 102
From where can you publish catalog items? (Choose two.)
- A. From a vendor item
- B. From an asset record
- C. From a user record
- D. From a model
- E. From the model category
Answer: C,E
NEW QUESTION # 103
Delegated Developers are granted access only to what in which they are working?
- A. Scopes
- B. APIs
- C. Interfaces
- D. Instances
Answer: A
Explanation:
Delegated Developers are granted access only to scopes in which they are working1. A scope is a set of application files and data that are isolated from other applications on the same instance2.
Scopes allow developers to create and modify applications without affecting the functionality or security of other applications or the platform2.
Delegated Developers can be assigned developer permissions for specific scopes by an application administrator or a system administrator1. These permissions determine what types of files and data they can access and modify within the scope1.
Delegated Developers can also request cross-scope access to access resources from another scope, which must be approved or denied by the owner of the target scope1.
Delegated Developers do not have access to interfaces, APIs, or instances, unless they are explicitly granted by an administrator or a cross-scope request1. References:
1: Delegated Development - Product Documentation: San Diego - ServiceNow
2: Application Scoping - Product Documentation: San Diego - ServiceNow
NEW QUESTION # 104
For advanced risk assessment, risk response can be handled in the following ways:
(Choose two.)
- A. Skipped entirely based on attributes defined in the RAM
- B. Must create at least one risk response task
- C. Create multiple risk response tasks Most Voted
- D. Must create a mitigation response task
Answer: B,C
Explanation:
According to the ServiceNow Hardware Asset Management documentation, advanced risk assessment is a process of identifying, analyzing, and evaluating the risks associated with hardware assets and configuration items (CIs) in the configuration management database (CMDB)1. Advanced risk assessment uses the Advanced Risk Assessment engine, which is built to address risk through an integrated risk framework2. The advanced risk assessment process consists of the following steps1:
* Create a risk assessment scope: This step defines the scope and criteria of the data to be assessed, such as the asset class, category, or attribute. The risk assessment scope also specifies the frequency and duration of the assessment.
* Create a risk assessment schedule: This step determines when and how often the assessment runs, based on the risk assessment scope. The risk assessment schedule also defines the assessment owner, who is responsible for overseeing the assessment process and approving the results.
* Assign the assessment tasks: This step assigns the assessment tasks to the appropriate assessors, who are the users or groups who have the knowledge and authority to evaluate and update the data. The assessment tasks can be assigned manually or automatically, based on predefined rules or workflows.
* Run the assessment: This step executes the assessment process, which involves sending notifications and reminders to the assessors, displaying the data to be assessed in a user-friendly interface, allowing the assessors to review and modify the data, and tracking the progress and status of the assessment tasks.
* Review the assessment results: This step allows the assessment owner to verify and approve the results of the assessment, before applying the changes to the CMDB. The assessment owner can also view the risk scores, risk indicators, and risk heat maps of the assessed data.
* Handle the risk response: This step involves creating and managing risk response tasks to address the identified risks. Risk response tasks are records that track the actions taken to mitigate, transfer, avoid, or accept the risks. Risk response tasks can be created manually by the assessment owner or automatically by the system based on predefined rules or workflows.
For advanced risk assessment, risk response can be handled in the following ways:
* Create multiple risk response tasks: This option allows the assessment owner to create more than one risk response task for each assessed data, depending on the complexity and severity of the risk. For example, the assessment owner can create a mitigation task to reduce the impact or likelihood of the risk, and a transfer task to shift the responsibility or ownership of the risk to another party3.
* Create at least one risk response task: This option requires the assessment owner to create at least one risk response task for each assessed data, regardless of the complexity and severity of the risk. This ensures that every risk is addressed and documented in the system3.
The other options are not correct because:
* Skipped entirely based on attributes defined in the RAM: This option is not a valid way to handle risk response for advanced risk assessment. The RAM (Risk Assessment Matrix) is a tool that helps to calculate the risk score and risk indicator of the assessed data, based on the impact and likelihood attributes defined in the risk assessment scope1. The RAM does not determine whether to skip the risk response or not.
* Must create a mitigation response task: This option is not a mandatory way to handle risk response for advanced risk assessment. A mitigation response task is one of the possible types of risk response tasks, but not the only one. Depending on the risk appetite and strategy of the organization, the assessment owner can choose other types of risk response tasks, such as transfer, avoid, or accept3.
References:
* ServiceNow Hardware Asset Management: Advanced Risk Assessment
* ServiceNow Hardware Asset Management: Risk response tasks
* ServiceNow Hardware Asset Management: ServiceNow Risk Management
NEW QUESTION # 105
What are the Normalization statuses? (Choose six.)
- A. Manufacturer Normalized
- B. New
- C. Found
- D. Normalized
- E. Manually Normalized
- F. Match Not Found
- G. Partially Normalized
- H. Version Normalized
Answer: A,B,D,E,F,G
Explanation:
The Normalization statuses are the indicators of how well the hardware and consumable models are standardized and normalized in the model catalog and the CMDB. The Normalization statuses are:
* Manufacturer Normalized: The model has been normalized with the manufacturer name and the product name, but not the model number or the device type. For example, Dell Latitude.
* Match Not Found: The model has not been normalized because no matching model was found in the Hardware Asset Management Content Service. For example, ABC XYZ.
* Partially Normalized: The model has been normalized with the manufacturer name, the product name, and the model number, but not the device type. For example, Dell Latitude E7450.
* Normalized: The model has been fully normalized with the manufacturer name, the product name, the model number, and the device type. For example, Dell Latitude E7450 (Laptop).
* Manually Normalized: The model has been manually updated by the user with the normalization content, such as the manufacturer name, the product name, the model number, and the device type. For example, HP Pavilion 15 (Laptop).
* New: The model has been created and has not yet run through the normalization process. For example, Lenovo ThinkPad T490.
References:
* Normalization status for enterprise models, which describes the normalization statuses for enterprise models and how they are used to track the normalization progress and results.
* Hardware Model Normalization, which explains how to normalize the details of the hardware and consumable models using the Hardware Model Normalization Content Service.
NEW QUESTION # 106
What feature does the Hardware Asset Management (HAM) application use to fully normalize hardware models?
- A. Transform normalization
- B. Normalization transformation
- C. Normalization mappings
- D. Mapping assist
- E. Transform mappings
Answer: C
Explanation:
Normalization mappings are a feature of the Hardware Asset Management (HAM) application that allow you to standardize the manufacturer name, model name, and model number of hardware assets in the Configuration Management Database (CMDB)1.
Normalization mappings are created by matching the values from the discovery source to the values in the Product Catalog2.
Normalization mappings help you to fully normalize hardware models by ensuring that the asset data is consistent, accurate, and complete3. References:
Hardware Normalization
Create normalization mappings
What is Hardware Asset Management?
NEW QUESTION # 107
Which of the following are functions of the model category? (Choose two.)
- A. Model categories provide the link between configuration management and asset management
- B. Model categories group related assets in the Service Catalog
- C. Model categories provide the link between procurement management and asset management
- D. Model categories group consumables in the Product Catalog
- E. Model categories determine when to create assets from configuration items (Cls)
Answer: A,E
Explanation:
Explanation
A model category is a classification of models that defines how they are managed in the system1. It determines the behavior and attributes of the models and the assets or configuration items (Cls) that are created from them1.
Model categories can be used to group consumables, assets, or services in the product catalog or the service catalog, but this is not their primary function. Their primary function is to define the relationship between configuration management and asset management1.
Configuration management is the process of identifying, tracking, and verifying the configuration items (Cls) in an IT environment and their relationships2. Asset management is the process of tracking and managing the financial, contractual, and inventory details of IT assets throughout their lifecycle3.
Model categories determine when to create assets from configuration items (Cls) based on the asset tracking strategy1. For example, some model categories, such as Computer, create assets automatically when Cls are discovered or imported1. Other model categories, such as Consumable, require manual creation of assets from the product catalog1.
Model categories also provide the link between configuration management and asset management by allowing asset managers to view the configuration data of the assets and configuration managers to view the asset data of the Cls1. This enables better visibility, control, and alignment of IT assets and services1.
References:
1: ServiceNow Product Documentation: Model Category
2: ServiceNow Product Documentation: Configuration Management
3: ServiceNow Product Documentation: Asset Management
NEW QUESTION # 108
A contract can be cancelled when the State is what?
- A. Rejected
- B. Active
- C. Expired
- D. Inactive
Answer: B
Explanation:
According to the ServiceNow Hardware Asset Management documentation, a contract is a record of the terms and conditions that govern the relationship between a vendor and an organization. A contract can have different states that indicate its status and lifecycle. The states are:
Draft: The contract is being created or modified and has not been submitted for approval.
Requested: The contract has been submitted for approval but has not been approved yet.
Active: The contract has been approved and is in effect. You can cancel the contract in this state, if you want to terminate it before its end date due to various reasons, such as breach of contract, mutual agreement, or vendor performance1.
Expired: The contract has reached its end date and is no longer valid. You cannot cancel the contract in this state, but you can renew it or extend it.
Renewed: The contract has been renewed for another term with the same or modified terms and conditions. You cannot cancel the contract in this state, but you can renew it or extend it again.
Extended: The contract has been extended beyond its original end date with the same terms and conditions. You cannot cancel the contract in this state, but you can renew it or cancel it.
Canceled: The contract has been terminated before its end date. You cannot cancel the contract in this state, but you can reactivate it or delete it.
Rejected: The contract has been rejected by the approver. You cannot cancel the contract in this state, but you can edit it or delete it.
Reference:
ServiceNow Hardware Asset Management: Contract and renewal management
ServiceNow Hardware Asset Management: Contract states
NEW QUESTION # 109
When transferring non-consumable assets between stockrooms, how must they be transferred?
- A. No more than 10% of the source stockroom's inventory
- B. In groups of ten items
- C. In sets of two items
- D. As a single entity with a quantity of one
Answer: D
NEW QUESTION # 110
What is the focus of asset management?
- A. Financial tracking of the organization's network
- B. Financial tracking of an organization's property
- C. Building of the organization's property
- D. Building the elements that create the organization's network
Answer: B
Explanation:
According to the ServiceNow Hardware Asset Management documentation, asset management is the practice of managing the lifecycle and optimization of physical assets to meet the needs and goals of an organization. Asset management involves the balancing of costs, opportunities and risks against the desired performance of assets to achieve an organization's objectives. The other options are not the focus of asset management.
NEW QUESTION # 111
What are some examples of operational expenses of managing an asset throughout its lifecycle? (Choose two.)
- A. Maintenance agreements
- B. Storage costs
- C. Replacement parts
- D. Warranty costs
Answer: A,C
Explanation:
Operational expenses are the costs incurred by an organization to maintain and use an asset throughout its lifecycle. These costs include the expenses related to the repair, maintenance, upgrade, and disposal of the asset. Some examples of operational expenses are:
Replacement parts: These are the costs of purchasing and installing new parts or components for an asset that is damaged, worn out, or obsolete. For example, replacing a hard drive, a battery, or a keyboard for a laptop.
Maintenance agreements: These are the costs of contracting with a vendor or a service provider to perform regular or preventive maintenance on an asset. For example, paying a monthly fee for a technician to check and service a printer or a scanner.
Other examples of operational expenses are:
Storage costs: These are the costs of renting or owning a space to store an asset that is not in use or awaiting disposal. For example, paying for a warehouse, a locker, or a shelf to keep unused or surplus computers or monitors.
Warranty costs: These are the costs of extending or renewing the warranty coverage for an asset that is still under the manufacturer's warranty or has expired. For example, paying an extra fee for a one-year or a three-year warranty extension for a tablet or a smartphone.
Reference:
Hardware Asset Management overview, which describes the functionalities of the Hardware Asset Management application, including the dashboard, model normalization, hardware refresh, lease contract expiration, disposal orders, and RMA requests.
Hardware Asset Management, which gives an overview of the benefits and features of the Hardware Asset Management solution, such as reducing costs, improving compliance, optimizing asset utilization, and enhancing service delivery.
Hardware Asset Management - ServiceNow, which provides a data sheet with the key capabilities and benefits of the Hardware Asset Management application.
NEW QUESTION # 112
What information would you track for a configuration item (CI) versus an asset? (Choose two.)
- A. Financial
- B. Lifecycle
- C. Contractual
- D. Relationship
- E. Operational
Answer: D,E
Explanation:
Operational: The current status, performance, availability, and capacity of the CI, as well as any incidents, problems, or changes that affect it.
Relationship: The dependencies and connections between the CI and other CIs, services, processes, and users.
The information that you would track for an asset includes:
Financial: The cost, depreciation, ownership, and warranty of the asset, as well as any procurement or disposal activities.
Lifecycle: The stages and transitions of the asset from request to retirement, as well as any inventory or stock management.
The information that you would not track for a CI versus an asset are:
Contractual: This information is relevant for both CIs and assets, as it relates to the agreements and obligations between the service provider and the customer or vendor.
Lifecycle: This information is relevant for both CIs and assets, as it relates to the stages and transitions of the component from request to retirement.
NEW QUESTION # 113
Expected outcomes of IT asset management (ITAM) include which of the following? (Choose three.)
- A. Leverages IT Service Management (ITSM) to manage the lifecycle of assets as they pass through their useful life as configuration items (CIs)
- B. Integrates with business services via the Service Catalog from request through to disposal
- C. Improves application privacy and security adherence
- D. Provides input into, aligns with, and follows corporate governance
- E. Leverages Service Mapping to predict service impact
Answer: A,B,C,D,E
Explanation:
Explanation
A is correct because ITAM integrates with business services via the Service Catalog from request through to disposal. This means that ITAM enables users to request, receive, track, and retire assets through a standardized and automated process. This also helps to optimize asset utilization and reduce costs12 B is correct because ITAM leverages ITSM to manage the lifecycle of assets as they pass through their useful life as CIs. This means that ITAM uses the same platform, data model, and architecture as ITSM to track and manage assets as they are deployed, maintained, upgraded, and disposed of. This also helps to improve service quality and availability, as well as compliance and security13 C is correct because ITAM provides input into, aligns with, and follows corporate governance. This means that ITAM helps to ensure that assets are accounted for, controlled, and protected according to the organization's policies, standards, and regulations. This also helps to mitigate risks, avoid fines, and support audits14 D is not correct because ITAM does not directly improve application privacy and security adherence.
This is more related to the function of IT Security Management, which is a separate module in ServiceNow. ITAM can support IT Security Management by providing accurate and up-to-date asset inventory and configuration data, but it does not enforce or monitor application privacy and security policies5 E is not correct because ITAM does not leverage Service Mapping to predict service impact. This is more related to the function of Service Mapping, which is another module in ServiceNow. Service Mapping creates a visual map of the relationships and dependencies between IT components and business services, and helps to identify and resolve service issues. ITAM can integrate with Service Mapping to provide asset data, but it does not use Service Mapping to predict service impact.
References: 1: ITAM - IT Asset Management - ServiceNow 2: [Service Catalog - ServiceNow] 3: [ITSM - IT Service Management - ServiceNow] 4: How To Define Your IT Asset Management Program Outcomes 5: [IT Security Management - ServiceNow] : [Service Mapping - ServiceNow] :
https://www.servicenow.com/products/service-catalog.html :
https://www.servicenow.com/products/it-service-management.html :
https://www.servicenow.com/products/it-security-management.html :
https://www.servicenow.com/products/service-mapping.html
NEW QUESTION # 114
What types of inventory audits are supported with the Hardware Asset Management (HAM) application?
(Choose two.)
- A. Vendor audit
- B. Stockroom audit
- C. Discovery audit
- D. Location audit
Answer: B,D
Explanation:
Inventory audits are the processes of verifying the accuracy and consistency of the hardware asset inventory across the enterprise1.
The Hardware Asset Management (HAM) application supports the following types of inventory audits1:
Stockroom audit: This is an audit that verifies the quantity and condition of the hardware assets in a stockroom. A stockroom is a physical location where hardware assets are stored before they are delivered to the end users or transferred to another stockroom2. A stockroom audit helps to optimize the inventory levels, avoid overstocking or understocking, and identify any discrepancies or issues with the stockroom assets1.
Location audit: This is an audit that verifies the presence and status of the hardware assets in a specific location, such as an office, a building, or a floor. A location audit helps to ensure that the hardware assets are assigned to the correct owners, locations, and departments, and to identify any missing, unknown, or unauthorized assets1.
Therefore, the types of inventory audits that are also options in the question are A. Stockroom audit and C: Location audit.
The other options that are not types of inventory audits supported by the HAM application are:
Vendor audit: This is not a type of inventory audit, but a type of vendor management activity. Vendor management is the process of managing the relationships and contracts with thevendors that provide hardware assets and services to the organization3. Vendor audit is an activity that evaluates the performance, quality, and compliance of the vendor based on predefined criteria and metrics3.
Discovery audit: This is not a type of inventory audit, but a type of configuration management activity. Configuration management is the process of maintaining the accuracy and consistency of the operational and relationship information of IT assets and services in the Configuration Management Database (CMDB)4. Discovery audit is an activity that compares the actual configuration items (CIs) in the IT environment with the expected CIs in the CMDB and identifies any differences or discrepancies4. References:
1: Hardware Asset Inventory Audit
2: Stockrooms
3: Vendor Management
4: Configuration Management
NEW QUESTION # 115
......
ServiceNow CIS-HAM certification exam is an excellent opportunity for IT professionals to showcase their expertise in hardware asset management using the ServiceNow platform. Certified Implementation Specialist - Hardware Asset Management certification exam covers a wide range of topics, including hardware asset lifecycle management, software asset management, contract management, financial management, and reporting. Candidates who pass the exam will demonstrate their ability to configure the ServiceNow platform to meet the unique needs of their organization and ensure compliance with industry standards.
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