Combining ServiceNow ITSM with ServiceNow ITAM

Koki Sugimori
Tera Contributor

Monday - last edited Monday

Hello.

 

Please explain how ITSM is used in conjunction ITAM.


Suppose a customer has purchased ITAM products (HAM and SAM).
In what scenarios would a separate ITSM solution be required to fully utilize the ITAM features?
Please explain the use cases where ITSM is mandatory.

 

For example, we understand that ITSM is required if you wish to perform the following:
Hardware Lifecycle Workflows
・Standard Asset Requests
・Inventory Transfers (Movements Between Warehouses)

 

Thank you in advance.

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Koki Sugimori
Tera Contributor
In response to yashkamde

Monday

@yashkamde 

Thank you.
I think I’m starting to get a sense of the situations where ITSM is necessary.

 

There are several catalog items related to the asset lifecycle in the service portal. Is it correct that ITSM isn’t required when using these?

 

On the other hand, is ITSM required when I want to manage requests (such as sc_request/sc_task) for ordering hardware, as shown in the image?

KokiSugimori_2-1785823014121.png

I’m aware that there’s a feature to publish product models to the hardware catalog.

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yashkamde
Giga Sage
In response to Koki Sugimori

Tuesday

No ITSM is required here.

What you're looking at in that screenshot is ITSM, even though it's populated from ITAM data.

 

Even if they buy only HAM/SAM Pro and never touch Incident, Problem, or Change, the instant they want any self-service ordering flow shown in that portal, they are consuming ITSM i.e Service Catalog, Request Management. It's typically included in the base ITSM Foundation, but it is a separate license line from ham/sam Pro, so it needs to be called out explicitly in the licensing conversation.

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Pratiksha
Mega Sage

Tuesday

They are three different things.

Use Case 1: If you only need basic asset management activities, such as asset transfers, RMA, disposal, or software audit tracking, you do not need Incident, Change, or Problem Management. These processes are typically handled through Request Management.

Use Case 2: If your organization has a compliance requirement that any change made to the environment must be approved and tracked, then you should use Change Management.

Use Case 3: If a user wants to report that their laptop or software is not working as expected, then you should use Incident Management.

 

Note : I have seen folks use separate tools for incident/change in past that is normal as well. 

Regards, 

Pratiksha

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