Enterprise Asset Management Welcome Guide

[ServiceNow]

Welcome to ServiceNow® Enterprise Asset Management Are you ready to start your Enterprise Asset Management journey? With ServiceNow EAM, you’ll maximize the return on your enterprise assets, control capital and operating costs, and reduce risk by tracking and managing your assets from planning to disposal. This guide gives you valuable information you can share with your team, including proven guidance and links to key resources—all designed to set you on the path to success. While this guide is primarily designed for ServiceNow platform owners, it also contains useful information if you have a different role in your organization.  Let’s get started!
Guide Overview Here’s an overview of the topics we will cover in the guide: Familiarize yourself with EAM Decide on business outcomes Chart your implementation path Work with ServiceNow experts Build your team's skills Prepare for organization change Bookmark resources
Start by familiarizing yourself with EAM EAM lets you oversee business assets and physical equipment throughout their entire lifecycle from planning to operation and eventual retirement. You can get a high-level overview of EAM and its value to your business on this product page and in this datasheet. You can also access detailed product documentation here. And this on-demand webinar shows how EAM helps you get real-time financial, compliance, and operational insights into your assets.  Here are some key EAM features that help you maximize asset productivity and control costs for all the physical business assets across the full lifecycle:   Enterprise asset estate: Store detailed information about serialized business equipment, parts, tools, consumables, pre-assembled items, and hierarchical multi-component assets to capture complex relationships, warranties, service contracts, and lease terms in one system of record. Access audit trails, report on record history, perform asset audits, and quantify enterprise asset risk levels per likelihood of failure and impact on operations.  Inventory management: Streamline central and branch warehouses, automate stock replenishment rules, handle bulk stock order and transfers, record where assets are assigned, either permanently or by temporary reservation, and which items are available in inventory for future deployment.  Maintenance and work management: Generate maintenance plans for enterprise assets using factors such as regular schedules, usage, or conditions as well as asset attributes including models and locations. Carefully track work orders, include spare part requirements, and hand work over to the proper internal team or external service provider to implement repairs.  Asset planning and workflow automation: Plan refresh cycles, manage manufacturer and regulatory recalls, and empower employees to reserve assets, as well as automate asset reclamation, retirement, decommissioning, disposal, and resale workflows to ensure safe, compliant, and sustainable end-of-life procedures.  If you are new to ServiceNow, we also recommend that you take this very short Get Started with the Now Platform course to learn the platform basics. If you want a deeper dive into the Now Platform, a longer ServiceNow Fundamentals course is also available.
Identify your desired business outcomes Before you begin your Enterprise Asset Management journey, it’s critical to have a clear vision of what you want to accomplish. EAM allows you to deliver many positive business outcomes, and you can achieve all these over time. By deciding which outcomes are most important for your organization and agreeing on them with your stakeholders, you can set clear expectations and tailor your initial implementation to realize these goals. Here are some key objectives to consider:  Driving transparency: Create visibility of all YOUR assets, stop unknown asset sprawl, and solve chargeback issues.  Reducing expenses: Control both CapEx and OpEx, make better use of the assets you already own, and provide inventory oversight.   Mitigating risks: Reduce duplication, minimize risks, support regulatory compliance, find assets quickly, track transfers, and identify asset owners.  Optimizing processes: increase productivity and reduce errors when planning, acquiring, receiving, replacing, transferring, retiring, and disposing of assets.
Chart a path to implementation  Work with ServiceNow experts Many ServiceNow customers work with a ServiceNow partner or ServiceNow Expert Services for their EAM implementation since this accelerates rollout and helps them achieve their goals faster.   If you want to work with a partner but haven’t selected one yet, check out our Partner Finder or talk to your ServiceNow account representative about ServiceNow Expert Services.  We can also work with your chosen partner to infuse our expertise into your implementation through our ServiceNow Co-Delivery service offering.  To accelerate time to value and reduce risk, make sure that your partner uses Now Create, ServiceNow’s library of more than 700 leading implementation practices. It’s also critical to clearly communicate to your partner the business outcomes you want to achieve and agree on a well-structured roadmap to attain these goals. If you need guidance on successfully engaging with an implementation partner, this workbook is an excellent starting point.  If you have purchased ServiceNow Impact services, you have ServiceNow experts and resources at your fingertips to help you implement EAM and achieve your goals. If you don’t have a ServiceNow Impact package, read here to find out how Impact’s dedicated resources, discounted training, and jumpstart services can help you get the most out of your ServiceNow investment.  EAM Implementation Guide An EAM Implementation Guide is attached. It covers how to successfully implement EAM to meet operational targets and maximize usable life for enterprise assets. Please leverage as a reference anytime during your EAM implementation journey!
Build your team’s skills You’ll need to build your platform team’s knowledge and skills before you begin. This is a key reason many EAM customers choose to work with a partner instead of self-implementing. We strongly recommend that you take this approach to EAM implementation, so you achieve your most important business outcomes first, accelerate time to value, and avoid overcomplicating your initial rollout.  The following learning and certification paths provide a starting point for building these skills, but also be sure to engage resources who have previous EAM implementation experience:  EAM Bootcamp (on-demand)  EAM for Implementers   ServiceNow Certified System Administrator  Enterprise Asset Management for Operators   Join the Enterprise Asset Management community Visit the EAM community page. You’ll find best practices and other useful resources, and it’s also the forum to talk to ServiceNow experts, get your questions answered, and connect with other community members.	Understand ServiceNow releases and upgrades If you’re not already on the latest ServiceNow release, we strongly recommend that you upgrade before you go live. By upgrading, you get new ServiceNow innovations into the hands of your users faster, get access to the latest performance and security enhancements, and ensure that support is there when you need it. To make your upgrade smooth and successful, look at these upgrade resources.
Prepare for organizational change To successfully deploy Enterprise Asset Management, you need your business to understand and use EAM to recognize its benefits. To do this, you need to communicate what’s changing and why to your end users, asset managers, and operators. You also need to ensure that your asset managers or operators are trained on ServiceNow EAM.  This Now Create document provides detailed guidance on how to plan for organizational change. If you need help creating a winning communications plan, this communications plan template also provides useful advice.  The following How-to videos are a great starting point for training your EAM end users:  How To – Enterprise Asset Management (EAM) Model Types - Training on how to create and use asset model types in Enterprise Asset Management (EAM).  Explains the various ways that each model type (consumable, simple, pre-assembled, and user-assembled) is designed to keep data accurate as assets go through different workflow.  How To – Enterprise Asset Management (EAM) Disposal Workflow - Training on how to use the disposal workflow in Enterprise Asset Management (EAM). Explains the different ways to manage the end-of-life process for a physical business asset depending on company policy and regulations.   How To – Enterprise Asset Management (EAM) RMA Workflow - Training on how to use the Return Merchandise Authorization (RMA) workflow in Enterprise Asset Management (EAM). This process manages assets and parts covered under warranty and service contracts that need to be repaired or replaced.   EAM Recall Order Demo - Recall - Training on how to use the recall workflow in Enterprise Asset Management (EAM). This process manages the identification of assets impacted by manufacturer or government recalls and different remedy actions that can be taken.  If you're ready to kickstart your Enterprise Asset Management implementation, you can find helpful videos on the ITAM Talks ServiceNow Community YouTube Channel. These informative videos walk through common use cases that you can start exploring today, providing valuable insights for your implementation such as:  Enterprise Asset Management – Asset move order  Enterprise Asset Management – Asset onboarding  Enterprise Asset Management – Bulk import enterprise models and assets  Enterprise Asset Management – Classifications codes  Enterprise Asset Management – Granular locations (location hierarchy)  Enterprise Asset Management – Linear asset management  Enterprise Asset Management – Reclamation request  Enterprise Asset Management – Resale order  If your EAM end users aren’t familiar with ServiceNow, we suggest they take this short Get Started with the Now Platform online course.
Bookmark these resources! NowSupport -- You can get technical issues resolved quickly by contacting our team comprised of ServiceNow employees with deep product knowledge and real-world experience.  Read more here on how to use support.

[Justyna Kielnik]

Hi, 

how can I get Enterprise Asset Management Core (com.sn_eam_core) on my dev instance to test the solution

[GChanner]

Hi Everyone,

We are beginning to construct a model for Hardware Assets and would like to set the proper foundation. Currently we have a model 'Computer' which I found includes laptops and desktops.

Question: Is this Ok to simply use Computer or should we create new models to break apart Computer for more granularity?

Example:

Laptop

Desktop

Thanks

Garfield

[GChanner]

Correction:

We are beginning to construct a model category for Hardware Assets and would like to set the proper foundation. Currently we have a model category 'Computer' which I found includes laptops and desktops.

Question: Is this Ok to simply use Computer or should we create new models to break apart Computer for more granularity?

Example:

Laptop

Desktop

Thanks

Garfield