Playbooks for Enterprise Asset Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Playbooks for Enterprise Asset Management

    Playbooks in Enterprise Asset Management (EAM) provide step-by-step guidance to streamline asset-related workflows by breaking them into lanes with sequential activities. Each activity includes status indicators and check marks to track progress, allowing users to save and resume tasks at any time. Completion of activities and lanes updates the status panel, and an activity log captures all entered data to ensure clear tracking throughout the process.

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    The playbook interface consists of lanes on the left, the central work area, and an activity log on the right, making it easy to navigate and manage asset workflows.

    Available Playbooks for Enterprise Asset Management

    • Asset Onboarding Playbook: Guides users through onboarding a single asset by providing context and capturing critical information. Each asset has one onboarding process tracked by the Asset Onboarding Task table.
    • Multi-Asset Onboarding Playbook: Enables onboarding of multiple assets for a single model simultaneously. Technicians can initiate onboarding via catalog requests or onboarding orders. Upon submission, an Onboard Asset Task is created for completion through the playbook.
      • The playbook allows certain activities to be skipped or completed in sequence.
      • The Deployment activity lets enterprise asset managers assign assets to individuals and locations, creating deployment tasks.
      • Deployment tasks can be configured to create either Enterprise Asset Deployment Tasks (default) or Work Order Tasks via an asset property setting.
    • Calibration Event Playbook: Supports tracking and management of asset calibration activities within work orders marked with the Calibration work type. It is available both in the ServiceNow interface and Mobile Agent application to facilitate on-the-go asset calibration management.

    Practical Benefits for ServiceNow Customers

    • Provides a structured and user-friendly approach to complex asset management workflows.
    • Enhances accuracy and accountability with clear progress tracking and activity logs.
    • Improves efficiency by allowing bulk onboarding of assets and flexible deployment task configurations.
    • Supports compliance and quality control through dedicated calibration event tracking integrated with work orders.

    Playbooks provide a step-by-step guidance for setting up your assets with important information.

    Playbook overview

    A playbook takes a workflow and breaks it into multiple lanes. The workflow for a playbook is generally created using the Exploring playbooks. Each lane in a playbook includes:
    • A list of activities that you review.
    • Status indicators that display the current state of each activity.
    • Check marks that indicate where you are in the workflow.

    As you mark an activity complete in a lane, you move to the next activity. You can save an activity at any time and return to the playbook later. After you complete all the activities in a lane, you move to the next lane. As you keep completing activities and lanes, the status keeps getting reflected in the left-hand panel. An Activity log, on the right-hand side of the playbook shows all the data that you’ve entered for each activity.

    Playbook layout

    The playbook is divided into the following parts:
    • lanes on the left-hand side.
    • work area in the center.

    Available playbooks for Enterprise Asset Management

    Use the following playbooks to complete various Enterprise Asset Management workflows:
    • Asset onboarding playbook: Allows you to onboard a single asset.
    • Multi-asset onboarding playbook: Allows you to onboard multiple assets at one go.
    • Calibration event playbook: Allows you to track and manage the asset calibrations that you are performing as part of your work orders.

    Asset onboarding playbook

    The asset onboarding playbook provides context at each step of the process and helps you enter critical information for your assets.

    Each asset can have only one onboarding process and for each onboarding process, there's an onboarding task to track the process.

    The Asset Onboarding Task [sn_itam_common_asset_onboarding_task] table tracks the asset onboarding process.

    Playbook for asset onboarding

    Multi-asset onboarding playbook

    The multi-asset onboarding playbook enables you to onboard multiple assets for a single model at one go.

    As an enterprise asset technician, you can perform any of the following tasks to onboard multiple assets:After the catalog request or the Onboarding order is submitted, an Onboard Asset Task is created. The enterprise asset manager can complete the Onboard Asset task by using the playbook associated with the task. After the onboarding task is completed, the catalog request and the requested item's state changes to Closed Complete.
    The Multi-asset onboarding playbook has a series of activities that can be either skipped or marked as complete. The Deployment activity in the playbook enables the enterprise asset manager to specify the following details and create a deploy task:
    • The person for whom the asset is assigned
    • Location where the asset should be deployed
    Note:
    You can work on the Deployment activity only after you have reviewed all the preceding activities in the Multi-asset onboarding playbook.

    The deploy task for multi-asset onboarding can be either created as an Enterprise asset deployment task or a Work order task by configuring the com.sn_eam.default_deployment_task asset property using the enterprise_admin role. By default, the Value field of this asset property is set to sn_eam_deploy_asset_task and an Enterprise asset deployment task is created. However, you can create a work order task by setting the Value field to wm_task.

    For details on using the multi-asset playbook, see Create a multi-asset onboarding process.

    Multi-asset playbook

    Calibration event playbook

    The Calibration event playbook enables you to track and manage the asset calibrations that you are performing as part of your work orders. This playbook is available in any work order task that has a Work type of Calibration.

    For more details on using the Calibration event playbook on your ServiceNow instance, see Complete and close a work order for an enterprise asset. For more details on using the Calibration event playbook in the ServiceNow® Mobile Agent® application, see Take action on an enterprise asset using the Mobile Agent application.

    Calibration event playbook on a ServiceNow instance.