Best Practices for Implementing ServiceNow Hardware Asset Management (HAM)

YvetteM · 3 weeks ago

Implementing Hardware Asset Management (HAM) is more than enabling a plugin — it’s about building reliable, repeatable processes that keep your hardware data accurate, actionable, and valuable across IT and the business.

Below are proven best practices drawn from real-world implementations to help new customers launch confidently and scale effectively.

🧩 Foundational Setup: Reliable Data & Integrations

Start with trustworthy data — it’s the core of HAM success.

Use Service Graph Connectors (SCCM, Jamf, Intune) to bring in Windows, Mac, and mobile device data.
Configure Identification and Reconciliation Engine (IRE) to prevent duplicates and maintain consistency in the CMDB.
Validate and clean data before import — reliable sources drive accurate reconciliation and reporting.

💡 Pro Tip: Align early with your CMDB team — HAM’s effectiveness depends on CMDB health and data quality.

🏢 Stockrooms & Device Tracking

Asset visibility starts with physical control points.

Track your primary device categories (e.g., laptops, desktops, peripherals, mobile).
Create logical and physical stockroom structures — one per site or personal stockrooms for field users.
Define clear ownership and movement policies: who manages what, and how assets transfer.

Visibility equals maturity — every stockroom should be audit-ready.

💻 Shared & Distributed Device Management

When devices are shared or distributed across teams, establish clear accountability.

Use manual check-in/check-out catalog items for devices that circulate between users or locations.
Introduce automation later (e.g., QR scans, mobile check-in) once the process is proven.
Include reporting for devices by status and location and account for time zone awareness across sites.

Start manual, measure performance, then automate as value grows.

📊 Reporting & Dashboards

Use out-of-the-box reports to establish your baseline.

Review standard HAM dashboards after initial data loads.
Identify data coverage gaps and prioritize business-aligned KPIs (utilization, cost avoidance, lifecycle progress).
Build custom dashboards only after data and processes stabilize.

Reporting maturity follows data maturity — not the other way around.

🧭 Governance & Process Documentation

HAM success depends on consistency and accountability.

Document standard operating procedures (procurement, receipt, refresh, disposal).
Get leadership approval and publish processes for transparency.
Establish a recurring ITAM governance cadence across IT, Finance, and Operations.

Governance ensures your HAM program grows with the business — not apart from it.

📚 Resources & Ongoing Learning

Leverage the wealth of ServiceNow learning content and community support:

🧠 Attend HAM Office Hours — practitioners share field-tested solutions every month.

🧹 CMDB Health & Success Advisor

A healthy CMDB powers every downstream HAM process.

Use the CMDB Success Advisor for HAM to identify and resolve data quality issues early.
Address coverage gaps, misclassified assets, and orphaned CIs before automation begins.
Schedule quarterly reconciliation audits to maintain integrity.

A clean CMDB today prevents reconciliation headaches tomorrow.

🧾 Catalog & Request Strategy

Keep it simple and standard at first.

Use generic product models to prevent catalog bloat.
Leverage out-of-the-box HAM request workflows before considering custom ones.
Link catalog items directly to stockrooms and models for seamless fulfillment.

Standardization accelerates adoption and makes automation easier later.

🧠 Crawl → Walk → Run: Building Sustainable Maturity

Crawl: Set up integrations, stockrooms, and process ownership.
Walk: Add reporting, governance, and catalog workflows.
Run: Automate lifecycle tasks, enable mobile check-in, and extend visibility enterprise-wide.

Growth is incremental — each phase builds confidence and value.

✅ Next Steps for New Implementations

Review and adopt linked HAM resources.
Begin documenting and approving key processes.
Assess CMDB readiness before automation with the CMDB Success Advisor for HAM
Define initial KPIs and reporting needs.
Join Office Hours and community sessions to stay connected.

💬 Share Your Experience

Have you started your HAM rollout?
Post your lessons learned, integrations, or process wins in the comments — your experience helps others accelerate their path to value.