Essential Plugins and Terminology for Streamlined Hardware Asset Management in ServiceNow

[Priyanka Reddy1]

 

What is Hardware Asset Management (HAM)?

Hardware Asset Management involves tracking and managing physical IT assets—such as laptops, servers, monitors, and routers—from procurement to retirement. The goal is to maintain an accurate inventory, optimize asset usage, ensure compliance, and reduce costs. ServiceNow’s HAM solution provides a centralized platform to achieve these objectives, integrating seamlessly with other IT management processes.

Plugins

1. Hardware Asset Management (HAM) Plugin

• Plugin name: Hardware Asset Management Foundation (com.snc.hardware.asset.management)
• Purpose: This is the core plugin for HAM. It provides basic functionality for managing hardware assets through their lifecycle—from procurement to retirement.

      2. Hardware Model Normalization

• Plugin name: Hardware Asset Management Model Normalization (com.snc.model_normalization.hardware)
• Purpose: Normalizes hardware model data to improve consistency and reporting.
• Works with the ServiceNow Content Library to provide clean, standardized model names.

     3. HAM Lifecycle Management

• Plugin name: Hardware Asset Management Lifecycle (com.sn_ham.lifecycle)
• Purpose: Enables automated lifecycle workflows for hardware assets (e.g., request, receive, deploy, reclaim, retire).
• Offers detailed state modeling and transitions.

    4. Asset Management - Contract Management

• Plugin name: Asset Contract Management (com.snc.asset.contract.management)
• Purpose: Integrates contract information with assets for better tracking and compliance.

    5. Discovery (Optional but Recommended)

• Plugin name: Discovery (com.snc.discovery)
• Purpose: Detects and identifies assets in your environment. Essential for accurate inventory when integrated with HAM.

    6. Software Asset Management (SAM) Foundation

• Plugin name: Software Asset Management Foundation (com.snc.samp)
• Purpose: Often used alongside HAM for environments managing both hardware and software assets

    7. Hardware Asset Management (HAM) Professional

• Available via: ServiceNow Store (license-based)
• Features added:

• Advanced lifecycle automation
• Depreciation and cost tracking
• Asset refresh planning
• Enhanced dashboards & KPIs

• Plugin name: com.sn_ham_pro

Terminology

• Asset: A physical item tracked for its ownership, lifecycle, and location. Examples: laptop, server, monitor. Stored in the alm_asset table.
• Hardware Asset: A subtype of asset that is a physical IT device, like desktops, routers, or phones. Stored in alm_hardware.
• CI (Configuration Item): A technical representation of a device in the CMDB. Not all assets are CIs, but many (like servers and laptops) are.
• Model: A specific make and configuration of a hardware asset. Stored in cmdb_model. Linked to manufacturer, model category, and hardware assets. Example: “Dell Latitude 7420”.
• Model Category:  Logical grouping of models based on function or device type. Helps in normalization and lifecycle automation. Example: “Laptop”, “Server”, “Monitor”.
• Manufacturer: The vendor or company that makes the hardware model. Stored in core_company. Linked to the model. Example: Dell, HP, Lenovo.
• Vendor: A supplier that sells the asset. Often different from the manufacturer. Stored in core_company, with role = vendor. Used in purchase orders and receiving.
• Inventory: The stock of hardware assets available in a stockroom. Includes all statuses: in stock, on order, available for assignment.
• Location: The physical or logical place where assets are stored or assigned. Examples: Warehouse A, Office NY, Remote. Stored in cmn_location.
• Asset Tag: A unique identifier physically attached to an asset for tracking. Often auto-generated or imported from vendor data.
• Serial Number: Manufacturer-specific unique hardware ID, often used for warranty and support lookup.
• Install Status: Indicates the current state of the asset or CI (e.g., In Use, In Stock, Retired, Missing). Important for audits and lifecycle tracking.
• Lifecycle Stage: Broad category representing where an asset is in its life journey: Ordered, Received, In Use, Retired, Disposed, etc.
• Depreciation: The financial reduction in an asset’s value over time. HAM Pro supports auto-depreciation tracking for cost analysis.
• Refresh Cycle: Planned replacement period for assets (e.g., every 3 years for laptops). Used in lifecycle planning.
• Reclamation: The process of retrieving and reusing unused assets, often triggered during offboarding or device inactivity.
• Audit: A physical or virtual verification of asset presence, ownership, and condition. Can be scheduled or ad hoc.
• Asset Class: The general type of asset (Hardware, Software, Facility, etc.). For HAM, it’s typically “Hardware”.
• Asset Bundle: A group of related hardware assets that are issued or received together. For example, a laptop + docking station + monitor could be bundled. These are used to simplify requests or deployments.
• Pallet: A collection of hardware assets grouped for logistics, typically at the warehouse or shipping level. Useful for tracking bulk movement or stock intake. Not a core table in ServiceNow by default but may exist in custom or HAM Pro implementations.
• Stockroom: A physical or virtual location where hardware assets are stored before deployment. Examples: IT warehouse, site stockroom. Stored in alm_stockroom.
• Transfer Order: A request or record to move assets from one stockroom to another. Used for inter-location transfers or fulfillment.
• Asset Package: Sometimes used interchangeably with Asset Bundle but typically refers to a predefined combination of assets for quick assignment.
• Receiving Slip: A document or record that confirms receipt of hardware. Helps update asset records after procurement. Often linked to purchase orders.
• Install Base: The set of deployed hardware assets currently in use in the environment. Useful for license and support management.
• Contract: A legal or financial agreement related to hardware assets. Can include warranties, leases, service-level agreements (SLAs), or maintenance. Stored in the ast_contract table.
• Contract Type: Classifies the kind of agreement. Common types: Lease, Warranty, Maintenance, Support, Purchase, Subscription.
• Vendor (in Contract): The supplier or provider offering the contract terms. Often linked to asset vendors or manufacturers.
• Contract Number: A unique identifier for each contract, used for reference and auditing. Can be system-generated or entered manually.
• Start Date / End Date: Defines the duration of the contract. Critical for tracking active vs expired agreements.
• Renewal Date: Indicates when the contract is due for renewal. Can trigger alerts or renewal workflows.
• Termination Date: Marks the formal end of a contract (may differ from the end date if terminated early).
• Contract Owner: The person or team responsible for managing the contract (e.g., IT Asset Manager, Procurement).
• Associated Assets: Hardware assets linked to the contract for tracking coverage, entitlements, or cost. This is a many-to-one relationship.
• Contract Line Items: Breakdown of specific goods or services under a contract. Each item can reference models, quantities, or costs.
• Cost Center: Financial grouping to allocate contract costs for budgeting and reporting. Tied to departments or business units.
• Contract Attachment: Digital copy of the actual contract document, uploaded for reference.
• Auto-Renewal: Indicates if the contract automatically renews, reducing manual intervention.
• Notification / Alerting: ServiceNow can trigger notifications for expiring contracts, helping avoid lapses in coverage.
• Entitlements: Defines what the asset is eligible for under the contract (e.g., free replacements, repair coverage).
• Service Provider: May be different from the vendor—refers to the third party responsible for fulfilling the terms (e.g., maintenance company).
• Compliance Check: Periodic or automated audit of contracts vs asset assignments to ensure active and appropriate coverage.