Best Practice for Infrastructure Assets in HAM Pro (Request → Lifecycle)

mani61
Giga Contributor

3 weeks ago

 

Hello,

I’m working on implementing Infrastructure Assets in ITAM using HAM Pro and would appreciate guidance on best practices.

We want to capture assets from request → procurement → deployment → disposal, but we’re struggling with a few areas:

  • Request process: Is it better to use catalog items tied to specific models, or keep requests more generic for infrastructure?
  • Model management: Infra models often change or aren’t fully known upfront—should models be enforced at request, or defined later during procurement/receiving?
  • Capturing purchases: What’s the best way to ensure all infrastructure purchases create assets reliably (Requisition → PO → Asset)?
  • Starting point: For teams early in ITAM maturity, how do you balance process simplicity vs. data quality?

Goal is to build a simple but controlled intake process that ensures full lifecycle tracking without overcomplicating model management.

Any recommendations or lessons learned would be greatly appreciated!

Thanks!

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pr8172510
Tera Guru

3 weeks ago

Hi @mani61 ,

For HAM Pro, ServiceNow generally recommends keeping the request process simple at the beginning and enforcing stronger asset/model governance later in the lifecycle.

A practical approach is:

  • Use generic infrastructure catalog items initially instead of model-specific requests
  • Finalize/update the exact model during procurement or receiving
  • Ensure PO lines are tied to models so asset creation happens automatically during receiving
  • Use the standard lifecycle:
    Request → Requisition → PO → Receiving → Asset → Deployment → Disposal

For organizations early in ITAM maturity, focus first on:

  • lifecycle tracking
  • ownership
  • procurement governance
  • discovery integration

rather than forcing highly detailed model management during the request stage.

HAM Pro works best when:

  • procurement is controlled,
  • assets are created from receiving,
  • and models are normalized before deployment.

This aligns with ServiceNow HAM Pro best practices around lifecycle management, procurement-driven asset creation, and phased ITAM maturity adoption.

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