Recommended process for replacing hardware asset

[vipyn]

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

[Pratiksha]

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.

[vipyn]

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.

[Pratiksha]

In that way every one would start asking for a new one. 

This is out of the box. If you want to raise the request you the similar approch. 

Regards, 

Pratiksha

[fknell]

Hi @wy-pyn-01,

The ootb process flags the device as eligible for refresh when the assets age reaches the defined life-cycle value. In this scenario, the only option is to retire the asset because it's reached its end-of-life definition. 

After reclaiming, you have the asset back in stock with a 'pending disposal' status and can review the status. From there, you can decide based on your organizational policy if you either want to repair, redeploy, or dispose of the asset.

Hope this helps!