How to replace an asset off of an Inicident

[Blue]

We currently own ITSM Pro and are on Quebec (will be moving to San Diego soon).

What methodology or process should be followed to replace a broken asset (ie. laptop) from an incident in the CMDB and asset directly from the incident without having to put in a whole new request for a laptop that goes through all the various workflows and stages.

What mechanism is in the platform that allows for the replacement of an asset like a laptop directly from the incident with a lean design approach?

Any feedback and content would be greatly appreciated.

[Allen Andreas]

Hello,

If you just have ITSM Pro and don't want to go through catalog, then the only thing left really is to use an incident task to go fulfill the replacement.

We don't know the intricacies of your setup and what sort of accountability you're using, etc. but since you're only mentioning ITSM Pro, then that's about it.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[bammar]

Well good news is by the book incident signifies something is broken,

You can add a reference to the CMDB in an incident.  Then the group that replaces laptops can act

There are levels to this and not sure how simplified your setup us

The MOST simple but not taking advantage of ServiceNows powers is 

Incident created under customer Tom Jones

 Category Hardware

Subcat Laptop

Short  Description Laptop Replacement - Serial number

Description- laptop monitor broken please contact Mr Jones to arrange replacement and return

Better Way- You have all the Laptops in your ServiceNow CMDB and you also assign them to the users

So then when you you have the incident- You can populate that laptop in the CI field or when the Desktop folks look him up from the Incident they will see his hardware devices in a related list 

So this Incident would be assigned to lets call them the Desktop Group- that group would go to the CI for the user- then mark it as damaged - they would then find a suitable unassigned laptop they could ship and then assign to user and mark as being shipped or something to that effect- they would contact the user and update the incident- Marked laptop serial xyz as damaged provided customer with shipping label and box awaiting return- mailing out replacement laptop abc. Perhaps they would hold the incident until confirmation of user reciept of laptop and their receipt of the damaged one- do the upkeep on the CI's- to reflect new reality- aka old one marked as retired or recycled etc and new is active and assigned.

Not sure if I rambled too much but you would employ the CMDB to track the assets and they are referenced via the user/ CI field on your incident.