CIS-HAM Study Guide: Hardware Asset Management (HAM Pro)

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Release basis. Grounded against current-release ServiceNow ITAM/HAM documentation (Vancouver/Washington DC era and the Zurich question set). The official CIS-HAM blueprint domain weights are UNVERIFIED: they originate from a Paris-era .docx exam specification and have not been re-confirmed against a current published blueprint. Treat the weight percentages as planning guidance, not gospel. See grounding.md.

This guide is ordered by descending domain weight so you spend study time where the exam (per the unverified blueprint) concentrates its questions.

Domain 3: Practical Management of IT Assets (30%, highest weight)

This is the operational core of HAM Pro: moving a physical asset through its life from request to disposal, and the tables, stockrooms, tasks, and workspace that support it.

The asset data model you must internalize

alm_asset is the base asset table. Everything an organization owns financially extends it.
alm_hardware extends alm_asset and represents physical IT hardware (laptops, servers, mobiles, network gear).
Sibling extensions include alm_consumable (bulk, non-serialized items consumed from stock) and alm_license (software entitlements, owned by SAM).
An asset is a financial/contractual record. A CI (cmdb_ci and its children, e.g. cmdb_ci_computer) is the operational/service record. They are distinct but synchronized one-to-one: the asset's ci field points to the CI, and the CI's asset field points back. Serial number or assigned user may coincidentally match but are not the link.

Hardware asset lifecycle

HAM Pro models the asset's life as ordered stages: Plan/Request → Procure → Receive → Deploy (In use) → Operate/Maintain → Retire → Dispose. Each stage corresponds to lifecycle state values on the asset record, and HAM Pro automation (flows) moves assets between states as work is completed.

Key state values (asset State field, sometimes labeled Install status on the asset) include On order, In stock, In transit, In use, In maintenance, Retired, Missing, Build (Build is used while an asset bundle is prepared, not for hardware). Disposed is not a State: it is a substate of Retired. A Substate refines the current state (for example, In stock → Available / Reserved / Defective / Pending repair; Retired → Pending disposal / Disposed / Donated / Vendor credit).

Stockrooms, transfer orders, consumables

A stockroom (alm_stockroom) is a logical or physical location holding assets and consumables that are In stock. Stockrooms can be hierarchical and tied to a location.
A transfer order (alm_transfer_order) moves assets/consumables between stockrooms, with transfer order lines for individual items. Transfer orders track in transit movement and update stock counts on completion.
Stock rules define minimum/target quantities so the system can prompt replenishment (transfer from another stockroom or a new purchase order) when stock falls below threshold.
Consumables are tracked by quantity at a stockroom rather than as individually serialized assets; issuing a consumable decrements the count.

Asset tasks and the Asset Workspace

Asset tasks (alm_asset_task) are the units of physical work (receive, stock, deploy, transfer, audit, retire, dispose). Flows generate them automatically as an asset advances through its lifecycle.
The Hardware Asset Management Workspace (Asset Workspace) is the agent-facing UI where asset managers see queues of asset tasks, manage stockrooms, run audits, and act on assets in bulk. Lists, dashboards, and guided actions live here rather than in classic forms.

Retirement and disposal

Retirement removes an asset from active service (state → Retired); disposal is the final accounting + physical/environmental endpoint (State Retired with the Disposed substate), often via a disposal flow that can record method (recycled, sold, donated, destroyed) and certificate of destruction. Retiring the asset should update the linked CI's operational status accordingly.

Domain 2: Data Integrity: Attributes and Data Sources (27%)

Garbage in, garbage everywhere. This domain is about getting trustworthy attribute data into asset records and keeping asset and CI views aligned.

Asset State ↔ CI Hardware Status mapping (a top exam topic)

The asset carries a lifecycle State/Substate. The CI carries a Hardware Status (with Substatus) and an Install Status; the two CI fields are independent. Asset Management keeps asset and CI consistent through configurable mappings, and the sync works only when the asset and the CI reference each other. Know that:

For hardware CIs, asset State/Substate syncs with the CI Hardware Status (for example, asset In use maps to hardware status Installed).
For non-hardware CIs, asset State maps to the CI Install Status. The split is by CI type, not by HAM Pro versus classic Asset Management.

Attributes that matter

Manufacturer = the company that built the device. Vendor = the supplier/reseller you bought it from. They are frequently different, a classic distractor.
Model (cmdb_model) classifies the product; Model category governs how the model behaves (asset class, CI class, whether it produces an asset, a CI, or both). Depreciation defaults come from the model record.
Serial number, asset tag, warranty expiration (drives repair-vs-replace), cost / purchase order / contract, assigned to, location, cost center.

Data sources and ingestion

Discovery populates/updates CIs (and feeds asset attributes) for network-reachable hardware.
Import sets + transform maps load external data (vendor feeds, spreadsheets). A coalesce field is the match key that lets a transform update an existing record instead of inserting a duplicate. Missing/incorrect coalesce → duplicate records on every run (very common exam scenario).
CMDB reconciliation rules / data source precedence decide which authoritative source "wins" per attribute when multiple sources disagree (e.g., Discovery vs. the asset record for Location).

Normalization vs. reconciliation

Normalization standardizes raw values (e.g., "HP", "Hewlett-Packard", "HP Inc." → one canonical manufacturer; Hardware Model Normalization fills normalized manufacturer, product, and model fields; it does not merge models or change the original names).
Reconciliation aligns asset and CI records (and de-duplicates), working best on already-normalized data. They are distinct, sequential ideas: normalization first, then reconciliation is reliable.

Data hygiene / certification

Data Certification schedules attestation that specified records meet defined filters/quality rules, generating tasks for owners to correct or confirm data.
CMDB Health scores Completeness, Compliance, and Correctness; CMDB Data Manager drives attestation/retirement tasks. Healthy CMDB data underpins trustworthy asset data.

Domain 1: IT Asset Management Overview & Fundamentals (20%)

ITAM = governance of an asset's financial, contractual, and inventory lifecycle. ServiceNow splits it into Hardware Asset Management (HAM/HAM Pro) for physical IT assets, Software Asset Management (SAM) for licenses/entitlements, and (separately) Enterprise Asset Management (EAM) for non-IT operational/facilities assets.
HAM Pro is the licensed Store application (sn_hamp) that adds the Hardware Asset Workspace, lifecycle automation (refresh, reclamation, RMA, loaner and disposal orders, asset audits), hardware model normalization, and life cycle content. Stockrooms, transfer orders, and stock rules come with base Asset Management (com.snc.asset_management), not HAM Pro.
Asset vs CI (repeated because it is foundational): asset = finance/contract/inventory; CI = operations/service relationships; synced one-to-one via ci/asset references.
Roles to recognize: asset manager (asset), and HAM-specific roles (such as sn_hamp.ham_user and ham_admin) for workspace and admin functions; least-privilege assignment is best practice.

Domain 4: Operational Integration of ITAM Processes (18%)

How HAM connects to procurement, ITSM, and the rest of the platform.

Procurement / Purchase Orders: A purchase order (proc_po) with PO lines (proc_po_item) orders models from a vendor. Receiving generates asset records (one alm_hardware per received serialized item) and routes them to a stockroom (state In stock). HAM Pro flows can auto-create receiving and stocking asset tasks.
Request fulfillment: Catalog requests (hardware request flow) consume stock or trigger procurement, then drive deploy asset tasks. Tight loop between Service Catalog/Request and asset lifecycle.
Contract Management: Contracts (ast_contract) cover lease, warranty, maintenance, and support; assets are added to the contract's Assets Covered list so renewals/expiries and obligations are tracked. Lease end can trigger return/disposal tasks.
ITSM integration: Incidents/changes reference CIs; asset condition (e.g., defective) can feed back to asset substate. Hardware Discovery keeps CIs/assets current.
CSDM alignment: The Common Service Data Model prescribes how CIs, models, and relationships are structured. HAM data should populate CSDM-aligned classes so asset, CMDB, and service-mapping views agree.

Domain 5: Financial Management of IT Assets (5%, lowest weight)

Depreciation: Methods include straight-line and declining balance; the depreciation method on the asset defaults from its model. Tracks book value over an asset's useful life.
TCO (Total Cost of Ownership): purchase + maintenance/support contracts + consumables + disposal, aggregated to understand true lifetime cost.
Cost center / financial owner assignment supports chargeback and reporting.
Salvage/residual value and disposal proceeds close out the financial record at retirement/disposal.
Financials lean on accurate attribute data (cost, PO, contract, dates), which is why Domains 2 and 3 carry the heavy weight.

Fast-recall cheat list

Base table: alm_asset. Hardware: alm_hardware (extends it). Consumables alm_consumable, licenses alm_license.
Asset = finance/contract; CI = operations. Linked via asset ci field ↔ CI asset field. One-to-one.
Lifecycle: Plan → Procure → Receive → Deploy/In use → Operate → Retire → Dispose.
State vs Substate: State = main lifecycle stage; Substate refines it (e.g., In stock → Available/Reserved/Defective).
Asset State maps to CI Hardware Status for hardware CIs and to Install Status for non-hardware CIs. Know both terms.
Manufacturer = builder; Vendor = seller. Different on purpose.
Coalesce field = transform match key → prevents duplicate imports.
Reconciliation rules / precedence = which source wins per attribute (Discovery vs asset).
Normalization standardizes values; reconciliation aligns asset↔CI. Normalize first.
Stockroom holds In stock items; Transfer order moves between stockrooms; Stock rules trigger replenishment.
Asset tasks = physical work units (receive/stock/deploy/transfer/retire/dispose); managed in the Asset Workspace.
PO → Receive → creates alm_hardware → stockroom (In stock).
Contracts (ast_contract): lease/warranty/maintenance, linked through Assets Covered; drive renewals and return/disposal.
CSDM governs CI/model structure HAM data should align to.
Data Certification + CMDB Health = ongoing hygiene/attestation.
Depreciation: straight-line or declining balance; TCO = purchase + run + dispose.
ITAM split: HAM (hardware) / SAM (software) / EAM (non-IT operational).