ServiceNow CIS - HAM
IT Asset Management – answer ITAM - Management of IT Assets
Hardware Asset Management - answer Management of IT Hardware Assets, as
opposed to IT Software Assets
IT Service Management – answer ITSM - Management of Configuration Items
IT Asset - answer Hardware, software, and data that needs to be financially tracked
Configuration Item – answer CI - may or may not be an asset; managed from an
operational perspective
CMDB - answer Primarily a data repository, used to store information describing
configuration items
Asset lifecycle - answer The sequence of stages that an information technology asset
goes though during the time span of its ownership
Plugin - answerSoftware component that provides specific features and functionalities
Hardware assets they have, Where they are, Who uses them, How they are used, How
they are configured, What they cost, What value they deliver - answerWhat does an
organization need to know in order to mitigate risk and optimize cost?
Wasted resources, limited visibility, inaccurate inventory, lack of accountability and
fulfillment, or service delays - answerName a few everyday risks for enterprises without
ITAM
Asset - answerAnything that is capable of being owned or controlled to produce value
and has a positive economic value
Financial, contractual, and lifecycle data - answerName 3 reasons an asset is tracked
throughout its lifecycle
Configuration Items - answerTrack operational and relationship information
CI - answerA [blank] may or may not have financial values assigned it; however it does
NOT have any depreciation linked to it
,You want to manage its procurement, inventory, license and contract information,
monetary value, and service status etc. - answerA component should be considered an
Asset when...
You want to manage its technical specifications, when it's associated to an Incident ,
Problem, or Change, when you need to know it's relationship to other items - answerA
component should be considered a CI when...
Servers, Workstations/Desktops, Network HW/Appliances, SAN Enterprise/Local
storage devices - answerName 4 assets that are CIs and vice versa?
ITAM - answerSet of business practices that join financial, contractual, procurement,
and inventory functions to support the lifecycle management and strategic decision
making for assets in an IT environment
People, Process, and Technology - answerSuccessful ITAM programs encompass the
following 3 things within their practices
IT Service - answerDelivers value by meeting a need or fulfilling a demand but
minimizes exposure to underlying costs and risks associated with delivery
IT Services - answerCentered around the technology, support, and maintenance
activities that must occur to operate and maintain the technology
IT Service Management - answerConcept that involves the configuration and delivery of
IT services to users
Improve productivity, financial reporting, cost optimization, decision support -
answerWhat are 4 goals of IT Asset Management?
Good ITAM sits where ITSM, ITBM, and GRC converge - answerWhere does IT Asset
Management fit?
Request, Procure, Receive, Stock (Deploy, Monitor, Support, MAC), Dispose -
answerWhat are the steps in an assets lifecycle?
Governance - answerIdentifies the policies and procedures used through the rest of an
Assets lifecycle
Fulfillment - answerHandles all aspects related to the purchase and receipt of assets
Audit - answerActivity to know what you have and remain compliant
IT Financial Management - answerBrings all other aspects back together to provide
financial details throughout an assets lifecycle
, Capability Blueprint - answer4 tier process - determine what your organization needs
and build this in the order you need them
Tier 1 - Trustworthy data
Tier 2 - Practical management
Tier 3 - Operational integration
Tier 4 - Strategic conformance ` - answerWhat are the 3 tiers of the Capability
Blueprint?
Tier 1 - Trustworthy data - answerBlueprint tier that deals with knowing what you have
so you can manage it
Tier 2 - Practical management - answerBlueprint tier that deals with improving
management controls and driving immediate benefit
Tier 3 - Operational integration - answerBlueprint tier that deals with improving
efficiency and effectiveness through integrations with other areas
Tier 4 - Strategic conformance - answerBlueprint tier that deals with achieving best in
class status
Inventory Management - answerCreate and manage stock information, edit stock rules,
stockrooms and stock types
Financial Management - answerManage fixed assets, depreciation, and distribution
costs, work with expense lines and rate cards, handle expense allocations
Contract Management - answerCreate, edit, renew/extend and deactivate/delete
contracts
Model Management - answerManage models and their critical processes that ensure
good data for procurement and finance, manage model categories
Vendor Management - answerManage vendor costs, vendor SLAs, related contracts
Hardware Asset Management - answerManage hardware and consumable assets in
combination with inventory, financial, contract, model, and vendor management
Software Asset Management - answerManage software assets and licenses in
combination with inventory, financial, contract, model, and vendor management
Data Asset Management - answerManage databases, domain names, image libraries
and fonts
Enterprise architecture/platform administration - answerNot specifically an asset
discipline, but critical to asset management governance
IT Asset Management – answer ITAM - Management of IT Assets
Hardware Asset Management - answer Management of IT Hardware Assets, as
opposed to IT Software Assets
IT Service Management – answer ITSM - Management of Configuration Items
IT Asset - answer Hardware, software, and data that needs to be financially tracked
Configuration Item – answer CI - may or may not be an asset; managed from an
operational perspective
CMDB - answer Primarily a data repository, used to store information describing
configuration items
Asset lifecycle - answer The sequence of stages that an information technology asset
goes though during the time span of its ownership
Plugin - answerSoftware component that provides specific features and functionalities
Hardware assets they have, Where they are, Who uses them, How they are used, How
they are configured, What they cost, What value they deliver - answerWhat does an
organization need to know in order to mitigate risk and optimize cost?
Wasted resources, limited visibility, inaccurate inventory, lack of accountability and
fulfillment, or service delays - answerName a few everyday risks for enterprises without
ITAM
Asset - answerAnything that is capable of being owned or controlled to produce value
and has a positive economic value
Financial, contractual, and lifecycle data - answerName 3 reasons an asset is tracked
throughout its lifecycle
Configuration Items - answerTrack operational and relationship information
CI - answerA [blank] may or may not have financial values assigned it; however it does
NOT have any depreciation linked to it
,You want to manage its procurement, inventory, license and contract information,
monetary value, and service status etc. - answerA component should be considered an
Asset when...
You want to manage its technical specifications, when it's associated to an Incident ,
Problem, or Change, when you need to know it's relationship to other items - answerA
component should be considered a CI when...
Servers, Workstations/Desktops, Network HW/Appliances, SAN Enterprise/Local
storage devices - answerName 4 assets that are CIs and vice versa?
ITAM - answerSet of business practices that join financial, contractual, procurement,
and inventory functions to support the lifecycle management and strategic decision
making for assets in an IT environment
People, Process, and Technology - answerSuccessful ITAM programs encompass the
following 3 things within their practices
IT Service - answerDelivers value by meeting a need or fulfilling a demand but
minimizes exposure to underlying costs and risks associated with delivery
IT Services - answerCentered around the technology, support, and maintenance
activities that must occur to operate and maintain the technology
IT Service Management - answerConcept that involves the configuration and delivery of
IT services to users
Improve productivity, financial reporting, cost optimization, decision support -
answerWhat are 4 goals of IT Asset Management?
Good ITAM sits where ITSM, ITBM, and GRC converge - answerWhere does IT Asset
Management fit?
Request, Procure, Receive, Stock (Deploy, Monitor, Support, MAC), Dispose -
answerWhat are the steps in an assets lifecycle?
Governance - answerIdentifies the policies and procedures used through the rest of an
Assets lifecycle
Fulfillment - answerHandles all aspects related to the purchase and receipt of assets
Audit - answerActivity to know what you have and remain compliant
IT Financial Management - answerBrings all other aspects back together to provide
financial details throughout an assets lifecycle
, Capability Blueprint - answer4 tier process - determine what your organization needs
and build this in the order you need them
Tier 1 - Trustworthy data
Tier 2 - Practical management
Tier 3 - Operational integration
Tier 4 - Strategic conformance ` - answerWhat are the 3 tiers of the Capability
Blueprint?
Tier 1 - Trustworthy data - answerBlueprint tier that deals with knowing what you have
so you can manage it
Tier 2 - Practical management - answerBlueprint tier that deals with improving
management controls and driving immediate benefit
Tier 3 - Operational integration - answerBlueprint tier that deals with improving
efficiency and effectiveness through integrations with other areas
Tier 4 - Strategic conformance - answerBlueprint tier that deals with achieving best in
class status
Inventory Management - answerCreate and manage stock information, edit stock rules,
stockrooms and stock types
Financial Management - answerManage fixed assets, depreciation, and distribution
costs, work with expense lines and rate cards, handle expense allocations
Contract Management - answerCreate, edit, renew/extend and deactivate/delete
contracts
Model Management - answerManage models and their critical processes that ensure
good data for procurement and finance, manage model categories
Vendor Management - answerManage vendor costs, vendor SLAs, related contracts
Hardware Asset Management - answerManage hardware and consumable assets in
combination with inventory, financial, contract, model, and vendor management
Software Asset Management - answerManage software assets and licenses in
combination with inventory, financial, contract, model, and vendor management
Data Asset Management - answerManage databases, domain names, image libraries
and fonts
Enterprise architecture/platform administration - answerNot specifically an asset
discipline, but critical to asset management governance
