Hardware Asset Management Is a Store Application: Are You Keeping It Up to Date?
One of the most common findings I encounter when reviewing ServiceNow environments is not a process issue, a data quality problem, or a missing configuration.
It's discovering that the Hardware Asset Management application is five, ten, or even more versions behind the current Store release.
Recently, I reviewed an instance where the customer was running a version of Hardware Asset Management that was approximately ten releases behind the current version available in the ServiceNow Store.
The interesting part? The customer had performed regular platform upgrades and assumed they were current.
They weren't.
Because Hardware Asset Management is delivered as a ServiceNow Store application, it follows its own release cycle and receives new capabilities, enhancements, and fixes independently of family upgrades.
Example: A customer environment running approximately 10 releases behind the current Hardware Asset Management version available from the ServiceNow Store. While platform upgrades were regularly performed, the Store application had not been included in the organization's maintenance process.
This raises an important question:
If your HAM application is several versions behind, what capabilities and improvements are you missing?
Why Staying Current Matters
Keeping your HAM application current is about much more than receiving bug fixes.
Regular updates provide access to:
- New Hardware Asset Management capabilities
- Process improvements and workflow enhancements
- Performance and reliability improvements
- Better integration with newer platform capabilities
- Continued alignment with ServiceNow best practices
- Access to new AI and automation features as they become available
Recent releases have introduced enhancements in areas such as inventory auditing, asset disposal workflows, product lifecycle insights, shipment processing, and content management. Organizations that remain several versions behind may miss opportunities to improve operational efficiency and asset visibility.
My Recommendation
If your Hardware Asset Management application is more than two or three releases behind, it is a good idea to review the functionality and improvements introduced since your current version.
Application currency should be considered part of overall ITAM maturity. The organizations that maximize value from ServiceNow are often the ones that continuously adopt new capabilities rather than waiting years between updates.
How does your organization manage Store application updates today? Do you review them quarterly, annually, or only during platform upgrades?
A Practical Governance Approach
Rather than treating HAM updates as a large-scale project, consider incorporating application currency into your regular platform governance process.
- Assign Ownership
Designate an individual or team responsible for monitoring Hardware Asset Management updates and evaluating new releases.
- Review Store Applications Quarterly
At least once per quarter, review the ServiceNow Store and Application Manager for available updates.
- Read the Release Notes
Before updating, review release notes (ServiceNow Store – Hardware Asset Management) to understand:
- New features
- Defect resolutions
- Prerequisites
- Dependencies
- Behaviour changes
This helps you identify opportunities to leverage new functionality rather than viewing updates as simple maintenance activities.
- Validate in Non-Production
Test updates in a development or test environment to ensure compatibility with existing configurations and customizations.
- Review New Features After Installation
Many organizations successfully install updates but never evaluate the new functionality that was introduced. Make time to review release notes (ServiceNow Store – Hardware Asset Management)and determine which enhancements should be enabled or adopted.
- Include Version Reviews in Health Checks
Application versions should be reviewed as part of regular ITAM health assessments. This creates accountability and helps prevent applications from falling multiple releases behind.
