HAM and SAM OOB KPI's

[NK Subramani1]

Hi,

I 'am new with HAM  and SAM

I' am having  a task to work on KPI's.

Can anyone help me out with the ServiceNow OOB KPI's.
Help me any with any  reference to any article's or if you have the list. Please share.

Thanks in advance.

#sam #ham #itam

[SAMfluencer]

Hey @NK Subramani1,

The reference is community article with downloadable PDFs covering every Performance Analytics content pack (including HAM and SAM), updated per release:

OOB KPIs Article: https://www.servicenow.com/community/platform-analytics-articles/out-of-the-box-key-performance-indi...

To see what's live right now in your instance → Performance Analytics > Indicators → filter by Application = "Hardware Asset Management" or "Software Asset Management". https://<instance name>.service-now.com/now/nav/ui/classic/params/target/pa_indicators_list.do%3Fsys...

HAM - OOB KPIs
Delivered via the Performance Analytics – Content Pack – Hardware Asset Management plugin.

Lifecycle & Inventory:

- Total hardware assets by lifecycle state (On order / In stock / In use / In maintenance / Retired)
- Stock age - average days assets sitting in stockroom
- Assets approaching end of life (EoL within 90/180 days)
- Assets past end of life
- Assets "In Use" with no discovery in last 90 days
- Assets "In Stock" with a recent discovery date (CMDB misclassification flag)
- Unplanned outages attributable to hardware issues (this month)

Data Quality:

- Hardware normalization rate (% of models matched to content library)
- Assets missing mandatory attributes (assigned user, location, cost centre)
- Asset-to-CI reconciliation rate
- Assets without a linked CI

Operational:

- Hardware refresh candidates
- Users with more than one laptop/computer assigned
- Transfer orders by status

SAM Pro OOB KPIs
Delivered via the Performance Analytics – Content Pack – Software Asset Management plugin and the Software Asset Workspace.

Compliance:

- % of publishers in compliant position
- Under-licensed count (installs > entitlements)
- Over-licensed count (savings/waste candidates)
- Denied/blacklisted software installations
- EOL/EOS software in active use

Optimization:

- Reclamation candidates (installs unused for X days per reclamation rule)
- Unused license count
- License utilisation rate (consumed vs entitled)
- Potential savings from reclamation ($)
- SaaS active vs inactive user ratio

Data Quality:

- Software normalization rate (% matched to content library)
- Discovered installs without an entitlement
- Entitlements with no discovered installs
- Entitlement import errors (status ≠ Success)

Renewals & Risk:

- Contracts/entitlements expiring in 30/60/90 days
- Publishers with no active entitlement
- Software models without a linked publisher

Useful Refrence Link:

1. HAM KPIs community discussion (Crawl-stage recommendations): https://www.servicenow.com/community/ham-forum/ham-kpi-s/m-p/3181182

2. Best Practices for Implementing ServiceNow HAM: https://www.servicenow.com/community/ham-articles/best-practices-for-implementing-servicenow-hardwar...

3. The Path to Value for a HAM Program in ServiceNow: https://www.servicenow.com/community/ham-articles/the-path-to-value-for-hardware-asset-management/ta...

4.. The Path to Value for a SAM Program in ServiceNow: https://www.servicenow.com/community/sam-articles/the-path-to-value-for-a-sam-program-in-servicenow/...

5.SAM FAQ Guide - Software Asset Workspace views, dashboards, and metrics: https://www.servicenow.com/community/sam-articles/software-asset-management-faq-guide/ta-p/3032394

6. Asset Management Executive Dashboard & Success Tracking (datasheet): https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/data-...

7. Impact VM – HAM Performance Analytics (Store app):https://store.servicenow.com/store/app/291ea32a1b646a50a85b16db234bcb0a

If this helped - amazing, you're welcome, go click Helpful and Accept as Solution. If it didn't - well, at least you learned what not to do. Either way, we grow. 

Cheers, Abby

ITAM Principal Solution Architect