hello everyone we're going to give it a few minutes just for everybody to trickle in we're going to start at 1103 just to give a few more minutes hey i am currently sharing my screen so uh make sure that you're able to see it i will also record this session um in case uh anybody would like to see it after today all right with that i think i'm going to get started so hello everybody welcome to the how to clinic for hardware asset management my name is annie sue and i'm an it asset management solution consultant here at servicenow so quick overview on the workshop what you are seeing seeing may contain privilege and confidential information as well as our standard state department be what we're going to cover today is how to get started with your hardware asset management implementation and kind of a reminder of how it brings value to our organizations we'll also go through key concepts and skills for using hardware asset management professional as well as best practices and additional resources i'm also able to send out the deck that you'll be seeing today to anybody who would like um like it after this particular presentation and it does have links to those resources that i will share so with that being said our agenda for today is to go over the goals of hardware asset management how to activate your plugins taking a look at how hardware asset management pro works both within discussion on the slides as well as within a current demo instance and then finally some next steps that you can follow so with before i jump in just a couple notes of housekeeping if you have any questions feel free to bump them into the chat anytime they come up i will check periodically to see if there are any questions um also if you need me to slow down or repeat anything feel free to put it into the chat otherwise if i don't catch your question in the moment i will have time for questions at the end and anything that i can't answer today i can take as a follow-up item and i will um find the correct answer or resource get back to you so with that being said let's go get into it so hardware asset management goals right kind of a reminder of what our hardware asset manager challenges are the struggle of manual hardware asset management is what our customers mostly see so that there's less background noise give me one moment alrighty hopefully that's better so we see disconnected tools manual processes as well as increased cost and risk as a result right so any kind of tool gaps especially for hardware asset management as often times the tools can reside or the hardware asset management tool or process can reside out of standard organizational processes tool gaps are filled by manual processes so lots of excel spreadsheets lots of emails phone calls and so on any kind of increase in manual processes means an increased opportunity to human error from repetitive tasks and slow service to end users and finally increase cost and risk right inaccurate received and installed inventory avoidable purchases unproven compliance with privacy and regulations so why servicenow hardware asset management servicenow hardware asset management as part of the platform connects the enterprise with a single platform and then you're able to automate the it life cycle with workflows through hardware asset management thus resulting in reducing cost and risk within your business some top use cases are for manual labor where there's no time and bandwidth or resources to do physical inventory um finding expensive hardware that's not being used and taking it off of the books lost or ghost assets with sensitive data on it so keeping track of those assets making sure that we're complying with all the privacy concerns and then leveraging warranty info appropriately faulty equipment replacement that's not worth repair knowing those lifecycle dates knowing when things are coming up at end of life knowing if an asset is covered under warranty so you can use that warranty to the fullest extent so what are some key performance indicators when we're implementing hardware asset management right how do we measure success so whether it's for ourselves or for anybody who may be asking so taking a look at cost savings there can be a dollar amount tied to unused hardware purchases or rather after ham implementation decreasing the amount of unused hardware purchases as well as accurate quantity for better vendor pricing right instead of going to the vendor multiple times every time we need a few laptops if we know of the organization's need in advance we can negotiate better pricing when we maybe order in larger quantities in addition there's inventory accuracy right so becoming more accurate with our inventory accurately accurate stock room audits fulfilling external compliance more easily including less time spent from our resources trying to comply with those external audits as well as reducing the amount of lost and missing hardware and then finally increased profit productivity right so less time to fulfilling requests if it's coming from right our end users or the i.t desk and so on increasing the number of automated hardware deployments so a lot of those manual and repetitive tasks and then also increasing the number of automated software disposals um if you are interested in or currently using software asset management right software asset management hardware asset management can go hand in hand so you know what what laptop you have and what kind of software is on that particular laptop so a quick overview of the end-to-end hardware asset management life cycle from request all the way to retire right and the reason i like this slide is it kind of puts it more into the words of our what we might see every day so for example under fulfilled i only need to buy some hardware if it's not in stock and having that kind of visibility to drive those kinds of business decisions so for those of you who are leveraging might be leveraging itsm asset management and are now working on implementing hardware asset management this shows some of the differences between the two and then the additional capabilities and solution that you get with hardware asset management so base asset management which you can see in the lower half of the triangle you get access to a couple tables mostly everything is manual unless you've configured your own workflows with the platform as part of your hardware asset management solution you get the hardware asset dashboard hardware normalization as well as asset lifecycle automation workflows out of the box of course um true to servicenow platforms nature right you can take any of these out-of-the-box workflows and configure it to best fit your particular business needs any questions i'm going to check the chat real quick to see if there's anything right i haven't seen anything come in continue on so the first part is on activating plugins so these are the core ham plug-ins that you will uh you should activate uh at the very beginning of your implementation right so basically servicenow ham pro and then as you activate one of them it should come with most if not all of these other plugins that are just child plugins of the original one i have also included in my deck just some quick steps on how to do it if you have not yet done it but i will walk through the process just real quick right now taking a look at the store so let me share a different screen okay so hopefully you can all see i'm currently logged into the servicenow store here is where you would go and look for hardware asset management and this is the one that you're looking for so the hardware asset management plug-in which is published by servicenow yep looks like my just give me one moment to sign in real quick all right sorry about that it must have timed itself out security right go ahead and click into hardware asset management and for me right it's already installed within my particular instance but for you go ahead and request the install you would put in your instant name instance name uh you may or may not need to put in a reason for a request and then from there go ahead and place your uh request your request for installation and of course right if you already own that particular subscription or the particular solution then it will get pushed out to your instance right so i'm going to hop back over to the slide deck and now we're going to go over hardware asset management the solution within the platform so a quick overview i like to think about hardware asset management on the now platform in three key pieces the first piece is bringing in all of our hardware data right so whether that's coming from servicenow discovery or procurement systems or vendors spreadsheets third party inventory any of those if you're currently working off of excel right those would be the spreadsheets that's bringing in that data and oftentimes as can happen with a lot of opportunities of manual worker human errors right naming conventions are not accurate and if you can see in my macbook example right there's three different naming conventions for the same apple macbook pro 15-inch what servicenow does is we go off of the model number and then we take it over to step two where we normalize all our data so step one we bring in all the data step two we clean up all that data so the content service that is included as part of hardware asset management includes the content library which is updated by servicenow continuously with up-to-date information from our publishers and manufacturers as well as the research team to go out and research anything that's not currently in the content library so based off the model number as you can see in the example that is where we pull in information like manufacturer product uh product device type as well as life cycle dates so life cycle dates of enable us to better plan our business processes for currently and into the future when we normalize off of the model number we also standardize the naming convention so where you see apple macbook pro 15 inch that name is now standard across those three particular macbooks we started with all because we're going off the same model number and that information isn't just something that servicenow provides on our own we do pull it from all the manufacturers out there so now that we've brought in the data and we've cleaned the data we can now take action on it through our out-of-the-box workflows right so step three is all the actions that we take with our hardware assets from acquiring auditing receiving maintaining and disposing so taking a look at hardware normalization and i oh i did want to caveat similar to how i bounced between the store page and the slides i will be bouncing a bit between the deck to kind of set up some of the examples that we're going to see as well as my instance where we'll see it in action i do see one question for the financial data is it possible to limit the visibility so the question um is for hardware asset management financial data is it possible to limit the visibility to specific roles only and the answer is yes you can do that um hardware asset management because it is part of service now the platform we are a role-based platform so any kind of specific view um let's go with the least access right any kind of role they should see exactly what they're supposed to see and nothing that they're not not supposed to see and you can definitely restrict views to the bare minimum all the way to everything [Music] let's see if there's any other questions looks like we're okay okay with that we're going to hop into my instance and take a quick look at creating a hardware model another question it says is it out of the out of box or a customized role uh i think for hardware asset management i'll need to get back to you on that i'm not sure if there is a hardware asset management role out of the box that specifically does not show financial data versus one that does oh but yeah i can take that question back all right any other questions i don't think so so with that um let me bring this over to my instance all right so hopefully everybody can now see or everybody should now be able to see my service now instance uh let me know in the chat if it's not showing up but i'm going to continue on so we're going to create a hardware model currently i'm at adding the list view of all of my hardware models within my particular instance and go ahead and hit new and my internet is a little bit slow in the house that i'm in so i do apologize for any kind of delays that might be occurring so here we are a new record for a particular piece of hardware for my example today i'm going to go ahead and enter a lenovo thinkpad 2. model categories computer and for useful life i'm going to put 36 months so useful life is what you determine is a recommended time for that particular asset model to remain in service once an asset has reached the end of its useful life a flag on the asset record will be set for eligible for refresh i'm just using 36 as my example yours in your organization it might be one year it might be three years you know whatever you choose right so now that i've entered in this information i'm going to go ahead and save my record and if we hop over here so one we can see that the display name which is something that i cannot edit to make sure that we are always following the same naming convention right has been uh filled for me and as you can see i'm currently the system administrator meaning that i have almost all the permissions save force very specific security ones but even then i still cannot edit this okay i'm going to hop over to the normalization tab and we can see that it's partially partially normalized and why is that it's because i don't have a model number right so now i'm going to go ahead and put in the model number save it again now we can see it's been manually normalized as i want to put that in and the display name has been updated right lenovo thinkpad t490 along with the uh along with the model number specific to here right in addition because we have that model number we're able to pull in life cycle dates from the manufacturer the source is serviced now because it's coming from our content library but the content library gets it over from lenovo so that's why the lifecycle type is publisher and we're pulling general availability and end of support now if your organization wants to add any kind of custom uh lifecycle phases that you might use that are outside of what the publisher uses you're also able to create any of your own custom life cycles and then have any of your dashboards or reports or workflows run based off of your particular configuration so now taking a look at the product catalog tab right so product catalog can be where our end users go to require our to request a piece of hardware all right i'm going to enter you know lenovo thinkpad in the description go ahead and save it and here you can see under related links i can publish that to the hardware catalog i'm going to publish it to the category of hardware so now if you can see in my upper left hand corner we're in hardware catalog think about t490 for the price i'm going to go ahead and put it fifteen hundred dollars and for the workflow right because we want to attach a workflow to this particular product we're going to do standard hardware asset request over here under the general product information images i'm going to go ahead and add a picture i previously had staged something for us earlier okay and as you can see the picture has now up here and now i've saved it so for example if i were to create click try it i can see what it looks like in our product catalog right so thinkpad 2490 lenovo thinkpad the image as well as the price and it's available for everybody to order so that kind of walks through like creating a hardware model a little example of normalization what that can look like publishing a hardware model to the service catalog let me see if there's any questions don't see anything let that continue on so next we're going to be looking at bulk stock order right so it's a prescriptive flow for stock order to accurately source assets from your entire asset inventory no matter where it lives i'm not going to drain the rest of the site but as you can see right there's transferable stock meaning something that we already own there's vendor purchasing that can be done as well as the as well as being able to leverage the mobile app to receive any kinds of assets we do support both ios as well as android currently i'm going to hop into the lab again all right so from here we're going to hop into our service catalog i'm going to add something called asset lifecycle which you can see here i got it right to the top and now i can see a couple of workflows that are available to me right hardware asset refresh order hardware inventory stock order or asset request and in your instance we'll have the rma process as well i'm going to do a hardware inventory stock order and enter falling off of our original example everything looks good go ahead and order and now we can see that the request has been submitted right here we can see the stage or a rough workflow of what needs to be done for this particular request from here i'm going to drill down directly into my request i can see some high level information about it as well as a catalog task right so this is each task is like a little step in our workflow from here the first one is to source the request items click source unlock the catalog task source this request since i don't have any transferable stock it will need to be a vendor purchased directly from lenovo submit a purchase order line has been created successfully now we can see in our purchase orders tab here's the purchase order that we just created i'm going to drill down into this particular purchase order everything looks good go ahead and order it now that now we've placed our order and we're going to do import shipment notification so this is our advanced shipment notification uh template best practice is to come in and download the template every once in a while as we do update it periodically a lot of our customers and their vendors so have been leveraging this so right go this is for you to send to your vendor and for them to fill out and return to you and then you just need to upload it um it's the idea behind it isn't something for you to fill out manually it's for when you're placing your purchase order to send that off to the vendor and as we have many customers for hardware asset management a lot of popular vendors out there have this will not be a new form for them now i have previously already kind of downloaded and put an example of some particular purchase orders ahead of time but we're going to go ahead and import it you can view the import progress here you can see okay well my particular purchase order for some reason is a little bit oh it's not quite right but that's all right we can still see in our example right uh the particular import set rose what has been created the state target record i do apologize my example i guess i've run into a little error with my excel that's all right we can continue on give me one moment as i just pull up a separate example but in the meantime feel free to put in any questions you might have in the chat i'm not currently seeing anything but please bear with me real quick all right i don't see any questions okay so we're going to just set up the original process a little quickly with a different example it should be the same idea and we can still show the platform all right so now that that's been requested just a good review of everything that we previously had done all right so here we've landed on this purchase order we can now receive it after it's been done you are welcome to receive through the mobile app as uh in addition you can also receive it right on the desktop or the web browser version for today i'm just going to receive it directly from here um you can add asset tags serial numbers and so on it looks like i need to put in one serial number so just i don't see any comments but i wanted to make sure i don't think you're all actually seeing my screen screen is not too cheap oh thank you so much yes i also realize that it should be good now it's good now great thank you so right i've just received this particular purchase order i did want to show and hopefully i can i had pulled this up ahead of time just because i don't have it set up for my example but it's something that i think is valuable for everybody to just be aware of you can find this within the product documentation on servicenow's website but for mobile barcode scanning there's also the ability to do grouped barcode scanning there are some directions on configuring group input from multiple scans but right for example in this use case there's a lot of different numbers on this particular box another thing that i'm thinking of is when customers want to receive a large number of assets at a time or for example if you create your own asset tags before you know a shipment of 20 laptops arrive right and then you print them all all in one sheet there's that way you can just scan them all at once instead of scanning each laptop individually of course it's whatever best fits your particular business process but it is a function of the solution that i wanted to point out just in case it's something that you might find valuable so coming back over to my instance looks like wow today is not my day that's all right we can still take a look and continue on in our example so now that i've received an asset right we can take a look within inventory and we can see well things are not showing up that's all right back over to my other one no actually i know why take a look at all and for our inventory we can see any kinds of items that might be have received and then has now been put into right our hardware inventory stock and also you can definitely look by location as well so that being said on the topic of locations and mobile scanning i wanted to segue over into hardware audits so if we take a look at our asset audits so this is an example of something that i created that i think a lot of our customers need to report on um whether it's internally to the finance department or accounting or externally right so in this example i've pulled all the assets over a thousand dollars and then from here i can drill directly down into that particular list of all these assets that fulfill that um criteria so i think earlier there was a question about you know pricing information role based platform and whatnot this isn't a good example of you can create a role such as something called auditor for example within your platform and then from there you can give them access to see this particular dashboard and then being able to click down into that list so i don't know if anybody has had any challenges previously on gathering information for auditors when hardware asset audits do come up but this is one way that you can use the power of the platform to decrease some of the friction in that particular process so now hopping over to asset audits we're just going to take a look at an example of an asset audit that i had set up previously an asset audit can be done simultaneously between multiple people in a stock room or a location and so on right so similar to how we were able to receive on the mobile app you can also scan on the mobile app in the documentation it says it also says that uh service now scanning and actually i can pull pull this up as well in case your organization uses android for zebra scanning devices the android version of servicenow mobile apps can be used with mostly breast scanning devices and then it goes into some details of right how to make sure that's working and whatnot another thing to note is that you can also do asset audits offline and then once it's back online it'll put all the information in but in this example we can see three categories for the audit results anything that's not found so that means it was expected and not scanned right anything that's new as well as anything that was expected if i continue down here i can see the list of everything that was expected in this particular stock room as well as everything that was scanned now if i click into one of these scan assets and i hop over to the audit tab right this is currently blank because my audit is still open once the audit is complete this will automatically populate with the appropriate information for the most recent audit on that particular piece of hardware all right pause any questions i don't see anything in the chat all right with that being said we're going to go over to our slide deck again and i believe i have some [Music] i wanted to show some of the maple the mobile screenshots i'm currently not seeing that's all right all right what i want to show next because right i'm a lot of our customers are leveraging both uh asset management as well as so itsm uh service management right any kind of it tickets and what not along with hardware asset management right so i want to tie those two pieces together if we come over here and we take a look at our incidents as part of the platform for reporting and so on i can go ahead and find everything that's related to the hardware category because that's what we're working on today and i can see all the incidents that were uh related to hardware right so maybe you have two separate teams one that handles hardware assets in particular and then a separate you know it team that handles incidents you're able to make this view available to both or if it's the same person then right they only need one role but for example today we're going to take a look at abel whose laptop was dropped and the screen is cracked from here i can view everything that is related to this incident go down to my affected ci's and i can see that this is able's current computer as well as select an asset action i can choose swap update or repair or retire this is included out of the box and depending on which asset action you choose it kicks off a different um respective workflow for that option and then in addition i'm going i can go out and swap that ci right so for example if i you know knew the particular kind of computer and whatnot or the location that i was looking for i just put in an example here and then i can go ahead and swap that particular ci if we follow down into this particular configuration item you can see this asset right and then we can see okay where it's located um any kind of contracts of it or to have any in any kind of allocations if it were to have any in addition i can do the same thing for this particular swapped ci take a look at this asset record right contracts allocations as well as any kind of general information so the reason that i wanted to point that piece out is because as part of the workflow out of the box for this swap asset action any kind of contracts or allocations that was previously tied to the original configuration item once this particular incident is resolved and the ci has been swapped the contract and allocations move over to the new swapped ci of course if the teams are separate and right i have my i.t incident counterpart who's resolving these particular incidents then i would work up to this point and then maybe pass it back over to them to let them resolve as well as here i can put work notes so work notes are anything that is private only to people with the right role so might be people working on this particular incident and they can see any kind of history that has happened for this particular piece of hardware as well as this incident any questions all right if not i did want to hop back over to the slide deck just because i wanted to make sure to save some time to point out the resources that we have as to how help you in your implementation process then save some time for questions or anything that we maybe didn't go over today that we wanted to see okay so right again i can send this deck out afterwards this is the hardware asset management success map we also regularly update this so feel free there's i linked everything at the end go in there look at the most recent version but for the hardware asset management success map right we start at success foundations and this gives you our take on best practice vision value governance foundational service now apps and so on there we move into the implementations stage and as you can see kind of in this upper middle section where my mouse is um there's now create so now create is also an available resource to you i've seen something in the q a check real quick said hello will we get a copy of this deck uh the answer is yes i'll send a copy of this deck out to everybody who attended today any other questions and again what i'm showing you here i've just put it into the context of my deck but you're able to access this through write a web link and then always have that to you so you don't have to refer to the deck you can always just click on the link thank you you're welcome and then the next right after implementation is running and optimizing and expanding right and here you know we have some roles demand management upgrades assessing value it's always important right to review what we've done and then realize the value and maybe also see anything that right can be improved upon and then optimize and expanding sometimes we start with the basic catalog like we were able to see just to automate that hardware request section so whether it's people whose laptops are broken um anybody who forgot their laptop at home and might need to borrow one so a loaner asset request any kind of onboarding experience right a new asset bundle package for a new sales team member or off-boarding right off boarding in terms of somebody is leaving the company they need to return their information we need to update all of that take off any kind of allocations and so on and here are the resources that i was mentioning about so of course there's documentation which i did reference today as well as our youtube community our youtube now community as well as now support um for each release that we do we do make delta videos for each product specifically so for example when we went from quebec to rome there was a hardware asset management rom delta video and you can be looking out for the same thing um in san diego and that's just to make sure that you're up to date with the new things that we've been releasing and then also know that you're able to leverage those solutions as they're being released we have our partner finder for anybody who's currently currently looking for a partner wants to work for a partner or thinking about a different partner in the future as for support we have the itm now community as well as servicenow support training there's the hardware asset management lab the hardware asset management lab oftentimes comes as part of knowledge so knowledge is the large customer focused event that servicenow hosts and we try to create a new lab on the most recent one or two updates for harvard asset management if you are interested in being certified there is the hardware asset management fundamentals course either live or on demand and then the certificate implementation specialist exam is available as well as the process so this is what i was linking to earlier right customer success play bugs and now create success packs and whatnot right so with that um that brings me to the end i do apologize for the technical issues that i had earlier but are there any questions um anything that i didn't answer today or that i didn't go over feel free to ask them now can you please share this recording yes i can anything else okay if there's nothing else i will stay on for a few minutes if there's any lingering questions but right feel free to reference servicenow.com ham to see the product page otherwise if there's any other questions again my name is annie sue you can reach out to me with questions that you might have or reach out to your sales account executive and they should be able to get in touch with me thank you so much everybody for joining me today okay i see a question it says what impact does hardware asset management have on cmdb discovery um so hardware asset management and cmdb discovery they mostly align for example if you're using the accv so the agent client collector as that is residing on particular pieces of hardware so hardware asset management can reside outside of discovery or in conjunction with discovery discovery just gives more bridge data for particular pieces of hardware um that should be more on the configuration item side versus the asset side but because those two are connected the more information that there is for a ci or within the cmdb then you're also able to access and then leverage any of those pieces of information that you might want to use within the hardware asset management workflows do you have a particular use case that you're thinking of so do you have an example of how the ci reclaims section the sierra claims section of termination took what ticket looks like when tied to him um are you talking about termination in terms of off-boarding yes an example of how the cr reclaimed section of determination looks like when tied to him right so not the specific example but we can talk through it it's very similar to the itsm or the incident ticket that i showed earlier because what it's leveraging in the background is actually just the reclaimed asset workflow so whether that reclaimed asset is reclaiming a broken one for an employee that's currently right currently uh working for the company or if it's for an employee that is terminated or leaving the company the reclamation asset works the same i would say the only difference but this is more based off of life cycle dates would be if something is becoming eligible for refresh so something that your particular company would like to dispose of it would be reclaiming the asset and then it kicks off the disposal flow versus reclaiming the asset and then it being put back into right available stock did that make sense or is there anything that i can answer better okay thank you welcome anything else if you would like any extra practice um a lot of what i walk through today is available to you within the hardware asset management lab as part of that resource i was talking about so i mean of course right you can also learn as you go as you're implementing and using the solution just within your instance but if you would like a kind of a low stress low impact situation i highly recommend the hardware asset management lab it has very detailed screenshots and directions to walk you through all the main hardware asset management workflows okay i'm gonna give i'll be on for another minute just to see if there's any other questions trickling in if not again thanks so much everybody today for joining us loved your session thank you thank you everyone thank you for the messages all right i don't see anything in so again i will follow up with the recording as well as the deck again thanks so much for joining me today everyone have a great one