Recommended process for replacing hardware asset

wy-pyn-01
Tera Contributor

an hour ago

We currently use the Hardware Asset Refresh process for technology refreshes, and it works well.

However, we also have cases where a user requests a different laptop model and the existing asset is still usable. We currently process these through Hardware Asset Refresh, but this does not seem appropriate.

  1. Does ServiceNow provide a separate out-of-the-box Hardware Asset Replacement process for this scenario?
  2. Or should we continue using Hardware Asset Refresh and return the existing asset for redeployment instead of treating it as a normal refresh retirement?

    #HAMPRO #ITAM #HAM
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Pratiksha
Mega Sage

17m ago - last edited 16m ago

When an incident is raised for an issue with a specific device, and Hardware Asset Management (HAM) is implemented, you can use the Asset Action option available in the incident’s related list and select Swap to initiate the device replacement process.

This is the recommended best practice, as it helps manage device replacements through the standard HAM process while maintaining proper asset lifecycle tracking and ensuring the relationship between the incident and the affected asset is retained.

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wy-pyn-01
Tera Contributor
In response to Pratiksha

7m ago

Thanks @Pratiksha , my scenario involves a service request to replace an asset rather than an incident. Do we have a recommended process for handling asset replacement requests as well? for now, we are using hardware asset refresh process which then assumes the asset has reached end of asset lifecycle.

e.g., user request for a different model.

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