How do we define the following substates in ServiceNow?

Jerry Ong · ‎06-15-2023

Reference: Set asset states and substates (servicenow.com) (for Utah release)

Hi Folks, I would like to clear this clout in my mind that is quite confusing in terms of definition and bring the definitions from ServiceNow to my company for implementation. Can anyone advise on the picture attached so that we can have a meaningful discussion to clear my thoughts?

Why is the definition of "Pending disposal" in the "Retired" state and the "In transit" state?

How do you define "Defective" substate. My definition is that it is a substate set in stone that the PC is already beyond repair. But I have instances where my colleagues use "Defective" as the meaning to repair the PC later.

Could I have the ServiceNow definitions?

Thank you!

Ashok Sasidhara · ‎07-10-2023

sure. But you should make sure that the detailed HAM process including the clear definitions for various States and Substates will be documented and agreed with all the asset management stakeholders like asset managers, support teams, procurement teams, finance teams, configuration management teams etc. This will reduce the possibilities of states & substates being used incorrectly. For any HAM implementation, the process definition and alignment are very critical.

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Ashok Sasidhara · ‎06-16-2023

Substate of 'Pending disposal' with 'Retired' state indicates that the asset has reached end of life, but it is still present within the organization's premises waiting to be disposed.

Substate of 'Pending disposal' with 'In transit' state indicates that the asset is being transported by a disposal vendor for disposal. Once it is disposed, the State and Substate will become 'Retired' and 'Disposed' respectively.

'Defective' substate is typically used to Indicate assets which were found to have some defects. These will be often sent to the vendor for either repair or replacement. So it is not necessary that it is beyond repair.

Jerry Ong · ‎06-18-2023

Hi Ashok, thanks for the advice. Would it be better if we can accord the substate for PCs pending repair to 'Pending repair" instead of "Defective", while "Defective" can be used to indicate PCs already beyond repair and also single them out so that they wouldn't be redeployed again? 🙂

Ashok Sasidhara · ‎07-06-2023

Yes. The correct substate for PCs pending repair should be 'Pending repair'. This substate is available OOB only under State=in stock. Defective substate can be used in any of the following scenarios:

1. When a PC is identified as defective and it is not clear whether it can be repaired or not. Until this is clarified by either your internal hardware support team or the PC vendor, the substate can be kept as defective.

2. As you mentioned, when a PC is identified to be defective and it is clear that it is beyond repair (These should ideally be updated to 'Retired' state and appropriate substate later based on the next actions taken as per your defined process. If it is still under warranty, it can be sent to vendor for replacement and no need to change to Retired then)

Jerry Ong · ‎07-09-2023

Hi Ashok

Thanks for the response. I'll prefer to define it as beyond repair as all possibilities to repair the computer would have been exhausted during the incident management process. So the Defective substate is a final substate that is accorded to such computers. Considering Asset Disposal process, the pending disposal substate would be used via automation, and is reserved for such. Therefore in order to prevent the IT Team from deploying fault computers as replacements, this substate has to be there to deter misjudgement.