ServiceNow CIS-HAM Exam Dumps & Practice Test Questions

Question 1:

When managing assets throughout their lifecycle in facility operations, which three core components form the foundation for effective control and oversight? (Select three.)

A. Understand what you don’t possess
B. Enhance onboarding processes
C. Understand what you own
D. Strengthen management controls
E. Enhance operational efficiency

Correct Answers: C, D, E

Explanation:

Lifecycle Management in facility and asset operations refers to the comprehensive approach of tracking and optimizing physical assets from the moment they are acquired until they are retired or replaced. This method ensures better performance, cost control, and asset longevity. The strategy is built on three fundamental pillars that allow organizations to maintain visibility, enforce control, and drive improvements in operational outcomes.

The first essential component is to understand what you own. This means having an accurate, updated inventory of all assets. Organizations must track not only the quantity of assets but also their location, condition, maintenance history, and usage metrics. Without this foundational knowledge, any further management strategy is compromised. Visibility is the starting point for informed decision-making.

The second critical tier is to strengthen management controls. After identifying assets, organizations must establish processes to monitor performance, enforce maintenance schedules, ensure compliance with regulations, and track service histories. These controls reduce downtime, support regulatory compliance, and minimize the risk of equipment failure.

The third core element is to enhance operational efficiency. With accurate asset data and solid management controls in place, organizations can reduce waste, streamline operations, and make smarter investment decisions. Efficiency also includes planning preventive maintenance and optimizing the total cost of ownership.

The other options—understanding what you don’t have and enhancing onboarding processes—do not form the backbone of Lifecycle Management. While they may provide value in isolated contexts, such as risk assessment or employee training, they are not structural components of managing the life and performance of physical assets.

In summary, Lifecycle Management is fundamentally about knowing your assets, applying robust management controls, and constantly improving efficiency. These three pillars ensure sustainable asset performance, minimize costs, and support long-term organizational goals.

Question 2:

On the ServiceNow platform, which user role is primarily responsible for accessing and managing IT Service Management (ITSM) functionalities, such as handling incidents, problems, changes, and configurations?

A. procurement_user
B. inventory_admin
C. itil
D. discovery_admin
E. asset

Correct Answer: C

Explanation:

In ServiceNow, a user’s assigned role determines what modules they can access and what operations they can perform within the platform. For users involved in IT Service Management (ITSM)—which includes handling issues, tracking problems, implementing changes, and managing configuration items—the most relevant and widely used role is itil.

The itil role grants users access to essential ITSM modules such as Incident Management, Problem Management, Change Management, and Configuration Management. These modules are key components in delivering structured, ITIL-aligned service operations. The name itil itself reflects the platform’s alignment with the Information Technology Infrastructure Library (ITIL), a globally recognized set of best practices for IT service delivery.

With the itil role, a user can:

• Log and manage incidents, ensuring quick resolution of service disruptions.

• Address recurring issues through problem management, which identifies and eliminates root causes.

• Oversee change requests, ensuring that any modification to the IT environment is assessed, approved, and implemented in a controlled way.

• Access and update Configuration Items (CIs) via the Configuration Management Database (CMDB), which tracks the state and relationships of IT assets and services.

Other roles serve narrower or unrelated functions:

• procurement_user focuses on purchasing and order management, not ITSM workflows.

• inventory_admin handles stockroom inventories, not incidents or changes.

• discovery_admin is relevant for automated detection of hardware and software on networks but does not grant access to ITSM records.

• asset offers limited visibility into asset records but doesn’t include service desk or configuration functionalities.

In essence, if someone needs to engage with core IT support processes on ServiceNow, the itil role is the foundation. It empowers IT teams to follow structured workflows and maintain consistent service delivery, aligning with ITIL best practices and promoting operational excellence.

Question 3:

Within ServiceNow’s IT Asset Management environment, which of the following plugins are not automatically activated and must be manually enabled to provide full asset management functionality? (Choose three.)

A. Expense Line
B. Hardware Asset Management
C. Procurement
D. Depreciation
E. Cost Management
F. My Assets

Correct Answers: B, C, D

Explanation:

ServiceNow provides a modular and highly customizable platform for managing IT assets throughout their lifecycle. While some capabilities are available by default, others are packaged as plugins that administrators must manually activate depending on organizational needs and licensing agreements. Among the available asset management-related plugins, Hardware Asset Management, Procurement, and Depreciation stand out as advanced modules that are not activated by default.

Hardware Asset Management (HAM) is a critical plugin designed to manage the complete lifecycle of hardware assets. This includes tracking purchase details, ownership, warranty coverage, and status transitions. Because HAM includes robust features tailored for mature IT asset programs, it typically requires an additional license and manual activation.

Procurement is another advanced plugin that provides organizations with tools to manage purchase requisitions, purchase orders, and vendor relationships. It helps synchronize asset acquisition with budget constraints and delivery timelines. Since procurement activities often involve integration with financial and supply chain systems, this plugin is also not enabled by default.

Depreciation, as the name suggests, deals with calculating and tracking the decline in asset value over time, a key function for finance and compliance. It helps align IT asset data with accounting standards, supporting financial audits and reporting. Organizations that manage capital assets or need to meet regulatory compliance standards often enable this plugin manually.

In contrast, plugins such as Expense Line, Cost Management, and My Assets may be included in the base configuration or are available through other core modules and are often pre-enabled based on licensing tiers or foundational implementations.

Activating and configuring the correct combination of plugins empowers organizations to optimize asset performance, improve financial tracking, and achieve operational transparency. It’s essential to assess business requirements carefully to determine which advanced modules should be activated.

Question 4:

In enterprise architecture and digital transformation frameworks that use the Capability Blueprint model, what is typically identified as the third tier, which highlights the importance of reliable and consistent data for sound decision-making?

A. Practical management
B. Strategic conformance
C. Trustworthy data
D. Operational integration
E. Financial management

Correct Answer: C

Explanation:

The Capability Blueprint model is a layered approach widely used in enterprise architecture and digital transformation to define and prioritize capabilities across different business areas. One of the critical elements in this model is ensuring that the enterprise has a structured and dependable foundation before moving into more strategic or advanced functions. Within this structure, “Trustworthy data” is often placed at the third tier of the Capability Blueprint.

This tier serves a vital purpose: ensuring that data used across the organization is accurate, consistent, secure, and reliable. Without trustworthy data, even the most sophisticated tools, strategies, and governance practices can fail. Whether it's financial forecasting, operational planning, customer engagement, or regulatory compliance, reliable data forms the backbone of informed decision-making.

Placing "trustworthy data" in the third tier reflects its intermediary role—it connects core operational systems with strategic and tactical decision-making layers. It's foundational enough to support daily activities, yet strategic enough to influence long-term initiatives like AI deployment, digital innovation, and regulatory auditing.

For example, if a company wants to implement analytics-driven decision-making, it must ensure the data used is not only correct but also timely and relevant. Inaccurate or inconsistent data can lead to flawed business insights, missed opportunities, or even legal ramifications under compliance laws such as GDPR or HIPAA.

The presence of this tier underlines the need for strong data governance policies, metadata management, and data quality controls. It’s about more than just having data—it’s about being able to trust that data as a reliable asset.

Organizations that prioritize trustworthy data at this stage can confidently advance toward more complex goals, such as strategic conformance or practical management. This reflects a mature, data-centric approach to enterprise capability building, where decisions are backed by validated, high-integrity information.

Question 5:

Which of the following options is not recognized as a standard stage in the lifecycle of a hardware asset under a typical IT Asset Management (ITAM) strategy?

A. Dispose
B. Request
C. Consume
D. Procure
E. Receive

Correct Answer: C

Explanation:

In IT Asset Management (ITAM), the hardware asset lifecycle outlines the structured process of managing a physical asset—from identifying the need to the point of final disposal. Each step in this lifecycle is designed to ensure effective planning, cost control, compliance, and optimized resource usage. The core stages of a hardware asset lifecycle generally include Request, Procure, Receive, Deploy, Maintain, and Dispose.

1. Request: The lifecycle begins when a business unit or user identifies the need for a specific hardware asset and submits a formal request.

2. Procure: Upon approval of the request, the asset is ordered through the organization’s procurement system.

3. Receive: When the asset arrives, it is logged into the inventory, verified against the purchase order, and tagged or documented.

4. Deploy/Use: The asset is installed or delivered to the intended user and placed into active use within the organization’s IT infrastructure.

5. Maintain: During its operational life, the hardware may undergo maintenance, upgrades, or be relocated as needed.

6. Dispose: Eventually, when the asset becomes obsolete, it is decommissioned and disposed of securely, often following environmental and data sanitization protocols.

The option “Consume” does not belong in this sequence. This term is more commonly used in software asset management, particularly regarding license consumption, which tracks how software entitlements are used. Hardware, being a tangible asset, is used or deployed, but not “consumed” in the same sense as digital licenses or consumables.

Including "Consume" as a hardware lifecycle phase is a conceptual error and does not align with industry standards or best practices. Therefore, Consume is the correct answer as the option that does not fit within the recognized hardware asset lifecycle in ITAM.

Question 6:

In the context of ServiceNow, which three advanced capabilities are specifically offered by the Hardware Asset Management (HAM) application to extend the functionality of core IT Service Management (ITSM) Asset Management?

A. Mobile Asset Receiving
B. Mobile My Assets
C. Hardware Model Normalization
D. Hardware Asset Dashboard
E. Stockrooms
F. Asset & Model Records
G. Asset Inventory Audit

Correct Answers: A, C, G

Explanation:

ServiceNow’s Hardware Asset Management (HAM) application significantly augments the foundational asset management functions of the core ITSM platform. While ITSM provides basic asset tracking, HAM introduces specialized tools that automate, normalize, and audit hardware assets throughout their lifecycle, enhancing governance and efficiency.

One standout feature is Mobile Asset Receiving (A). This allows users to intake and process new hardware using a mobile device. It streamlines the receiving workflow, reduces manual entry errors, and updates asset records in real time, improving efficiency for teams handling asset intake across multiple locations.

Another vital capability is Hardware Model Normalization (C). In many organizations, data for hardware models can become inconsistent due to differing naming conventions across vendors or input errors. This feature automatically standardizes model names and metadata using ServiceNow's model libraries or custom rules. Consistent data is crucial for accurate reporting, analytics, and lifecycle management.

Asset Inventory Audit (G) is also a key enhancement introduced with HAM. It enables organizations to conduct thorough asset audits using barcode scanners and automated reconciliation. Discrepancies between expected and actual inventory are flagged, helping reduce asset loss, uncover ghost assets, and ensure compliance with financial and regulatory standards.

Other options, while useful, are not exclusive to HAM. For example, Mobile My Assets (B) and Asset & Model Records (F) are part of standard ITSM features. Similarly, Stockrooms (E) and Hardware Asset Dashboard (D) may exist in related modules but are not uniquely tied to HAM functionality.

In conclusion, HAM delivers added value through features like Mobile Asset Receiving, Hardware Model Normalization, and Asset Inventory Audit, helping organizations manage physical assets with greater accuracy, accountability, and automation across the entire hardware lifecycle.

Question 7:

Which of the following are primary results expected from a successful IT Asset Management (ITAM) implementation? (Select three.)

A. Connects with business services through the Service Catalog, covering the entire asset lifecycle
B. Utilizes IT Service Management (ITSM) to oversee assets during their active life as Configuration Items (CIs)
C. Aligns with and supports overall corporate governance practices
D. Enhances compliance with privacy and security standards for applications
E. Uses Service Mapping to assess the impact on services

Correct Answers: A, B, C

Explanation:

A well-executed IT Asset Management (ITAM) program delivers several essential benefits that contribute to organizational efficiency, regulatory compliance, and cost control. Among the most significant outcomes are the integration of asset management with service delivery, alignment with IT service processes, and compliance with corporate governance policies.

Option A refers to ITAM's capability to integrate with the Service Catalog from the moment an asset is requested to its final disposal. This seamless lifecycle management enhances visibility, accountability, and efficiency in tracking assets. It ensures that every step—from procurement to decommission—is documented and connected to business services, making operations smoother and reducing unnecessary delays or costs.

Option B emphasizes the relationship between ITAM and IT Service Management (ITSM). Assets often serve as Configuration Items (CIs) within the Configuration Management Database (CMDB). By managing these assets through ITSM processes like incident, change, and problem management, organizations can tie asset data directly to service performance, operational reliability, and support efficiency.

Option C highlights the importance of corporate governance. ITAM ensures that asset-related decisions and usage align with internal policies and external regulations. This includes managing software licenses, ensuring procurement compliance, and disposing of assets securely. ITAM becomes a foundational element in reducing risk and meeting audit requirements.

On the other hand, Option D, while valuable, pertains more to security management than ITAM specifically. Likewise, Option E refers to Service Mapping, which is a component of service management rather than core asset lifecycle management.

In conclusion, effective ITAM delivers comprehensive lifecycle management, supports IT service delivery, and ensures compliance with governance frameworks, making options A, B, and C the most accurate reflections of its intended outcomes.

Question 8:

Within an ITAM system, what are the key distinctions between personas and roles? (Select four.)

A. Users can hold multiple roles but are assigned only one persona
B. Roles determine access to specific functions and capabilities
C. Personas symbolize different user types engaging with the product
D. Personas manage feature and system access
E. Roles are used to classify user types within the application
F. Users can be assigned more than one persona and role

Correct Answers: A, B, C, E

Explanation:

Understanding how personas and roles function in an IT Asset Management (ITAM) system is crucial for assigning permissions correctly and delivering a user experience that aligns with responsibilities. Though the two terms are sometimes used interchangeably, they serve distinct purposes within ITAM environments.

Personas are high-level representations of the types of users interacting with the system. They define the general profile of the user—such as their job focus, behavior, and objectives. For example, a persona like "Procurement Officer" would be used to customize dashboards, workflows, and interfaces to suit that role’s priorities. Only one persona is assigned per user, as it reflects their overall user identity.

Roles, by contrast, are more granular and determine what a user can do within the system. They define access to specific features, such as approving purchase orders, viewing asset reports, or managing contracts. A single user may need multiple roles—for example, both "Asset Viewer" and "License Approver"—to perform their duties fully. This flexibility supports complex job functions while maintaining security and control.

Option A is correct because ITAM platforms typically allow users to have many roles but limit them to a single persona.
Option B is also accurate since roles are specifically designed to govern system permissions and access.
Option C correctly notes that personas represent different types of users interacting with the platform.
Option E is valid as well—roles classify users based on their responsibilities, which can be shared among various personas.

Option D is incorrect because access to system features is primarily managed through roles, not personas.
Option F is also incorrect, as users do not usually have multiple personas—just one that best describes their overarching interaction with the system.

In summary, roles define what a user can do, and personas define who the user is within the broader system context. Properly leveraging both ensures secure, role-appropriate access and a tailored user experience.

Question 9:

Hamm is assigned the ham_admin role within the Asset Managers group. Based on the typical permissions associated with this administrative role, which four actions is Hamm allowed to perform?

A. Revert normalization results
B. Create and delete asset records
C. Create purchase orders
D. Create flows
E. Import assets
F. Add Service Catalog entries

Correct Answers: A, B, D, E

Explanation:

The ham_admin role is commonly associated with administrative privileges in IT Asset Management platforms, such as ServiceNow. This role grants users the ability to perform critical functions related to asset lifecycle oversight, data integrity, and automation. It is designed for users responsible for directly managing asset data and operational workflows.

One of the primary responsibilities tied to this role is the creation and deletion of asset records (B). Administrators must be able to add new assets to the system, such as hardware or software, and remove outdated or redundant entries. This function ensures that the asset inventory remains current and accurate.

Another important privilege is the ability to import assets (E). This function allows bulk data to be introduced into the system via spreadsheets or external sources. Efficient imports reduce manual data entry and help maintain data consistency across the platform.

The ham_admin role also provides the authority to revert normalization results (A). Normalization is the standardization of asset data—such as manufacturer names or model numbers—to align with naming conventions. If errors are found in this process, admins must be able to undo or correct the normalization to preserve data accuracy.

Additionally, users with this role can create flows (D)—automated workflows that help manage various asset-related processes, such as notifications, updates, or assignment changes. This is particularly useful in large organizations where automation reduces the burden of manual management.

In contrast, creating purchase orders (C) and adding Service Catalog entries (F) typically fall under procurement or service management roles. These functions are more relevant to purchasing and request fulfillment, which are outside the core responsibilities of asset administration.

In summary, the ham_admin role provides powerful capabilities to maintain asset integrity, streamline asset management operations, and ensure data standardization—without extending into procurement or service design functions.

Question 10:

When comparing configuration items (CIs) to assets in IT management frameworks, which two types of information are more commonly tracked for CIs than for assets?

A. Financial
B. Lifecycle
C. Contractual
D. Operational
E. Relationship

Correct Answers: D, E

Explanation:

In IT environments, both Configuration Items (CIs) and assets are managed using structured systems, but each serves a different purpose and involves distinct data attributes. While assets are typically focused on financial and ownership records, CIs are designed to support service delivery and system performance monitoring.

A Configuration Item (CI) is any component—hardware, software, network device, or service—that must be managed to ensure the stability and reliability of IT operations. CIs are tracked within a Configuration Management Database (CMDB) and include detailed metadata not only about the item itself but also about how it connects with other components and contributes to business services.

One critical piece of data unique to CIs is operational information (D). This includes status, performance metrics, and real-time health monitoring. Such data allows IT teams to proactively manage systems, identify failures, and maintain uptime. Operational visibility is essential for maintaining service quality.

Another important type of CI data is relationship information (E). In a complex IT environment, individual components rarely function in isolation. CIs are linked through dependencies and integrations. Knowing how CIs interact—such as a database tied to an application server—is essential for impact analysis, change management, and troubleshooting. Relationship maps help IT staff understand the ripple effects of changes or incidents.

On the other hand, assets are primarily tracked for business and financial purposes. Information such as financial details (A) (e.g., purchase price, depreciation) and lifecycle data (B) (e.g., acquisition, usage, disposal) helps manage the tangible value of equipment. Similarly, contractual data (C) such as warranty terms or vendor agreements is more relevant to asset tracking than service delivery.

In summary, while assets and CIs may overlap (e.g., a server can be both), CIs are more focused on how components operate and interact in a live environment. This is why operational and relationship data are crucial elements tracked specifically for CIs.