all right good morning good afternoon and good evening everybody I saw in the chat we have people from all over the world we're super excited to have you my name is Michael scumilio I'm part of our Asic outbound product management team I want to welcome everybody to another one of our Live Events this one entitled Hardware Asset Management end-to-end visibility into your asset estate if this is your first live event welcome check out the schedule here at that QR code with the dinosaur for upcoming live at servicenow events we'll have a number of hour-long webinars to help you deploy adopt and Achieve value faster across all of our its management products but first a few announcements some of the information we present today is privileged and confidential so please just bear that in mind in addition our Safe Harbor notice here some of the information we're showing today is forward-looking in nature again please keep that in mind that it is subject to change all right with those out of the way a big warm welcome to everybody these this is one of our commitments to you our customers to deliver relevant content to you wherever you are in our journey um today the goal is to have a better understanding of Hardware asset visibility for ham yeah so today's host as I said I'm Michael scrantimilio I'm an outbound product manager on the its management team and my colleague Avi Roy is helping out as well um again an outbound product manager on the same team our guest of honor today is Michael Smith a principal product manager on the hardware asset management team um Michael thanks for joining us today thanks for having me the topics for today's session again are ham challenges for our customers end-to-end visibility and uh life cycle throughout the conversation we will also be having a demo today as well uh throughout the conversation we hope to keep this conversation with you guys as well please feel free to submit things in the chat but more importantly use the Q a form um for any related questions that you might have stay let's keep the topics of let's keep to the topics of today make sure you uh share time with others uh and and try and keep your questions uh really tight and well explained so that we can get we can answer them in one Fell Swoop contribute what you know in the chat of course and we um we implore you at the end to please fill out a post-event survey your feedback is vital to help making these events better and stronger and we really use them in the past to to boost these all right okay so without further Ado let's jump right into it um Michael I want to talk about some challenges with Hardware Asset Management based on your conversations with customers your knowledge of the industry why are customers even going down the path of Hardware Asset Management sure sure and and to be clear when we're talking about Hardware Asset Management we're referring to the servicenow product of Hardware Asset Management um that sits on top of our base its advantagement tool that comes with the itsm licenses so I just want to bring that clear because normally when I'm brought into the conversation customers have adopted a data model they're tracking assets but a lot of it's manual and that's a lot of where the struggle is right and you find at that stage of the life cycle customers are struggling more with data management than they are with actual Asset Management um so when they're when they're spending their time focusing on the asset data without a lot of automation they often don't know what they have in their environment so they don't have a lot of visibility it doesn't allow them to do a lot of planning and in all the other parts of the platform that can Thrive with a healthy Asset Management um profile is struggle like secops incident and change management so lots of different parts of the group can can struggle if Asset Management isn't done correctly and if they feel is confidence in the data um it really it's a domino effect throughout the entire it organization so and these and and these bullets here I mean that this is builds off of the um the item review um and and just so we how we focus with with item and the problems that we try to solve with ham is giving you that control of your asset so now you have control of your spend you can start showing an Roi you have these numbers to actually stand up and and look at where your spend is to improve your supply chain but that visibility is critical that's where it starts not just having the entire estate visible but having a clean picture of the data that's within that state that allows the support teams the compliance teams to be more efficient and to and to do a better job managing the assets throughout the life cycle um and and really understanding what you're managing right what's the scope of your Hardware Asset Management tool obviously we recommend having all the assets available and and to be managed within the tool but knowing what's online and what's not and being able to have that same level of confidence in your asset data when your device is on the network versus when it's on the Shelf absolutely so and each of these five issues comes up probably time and time again with customers um and so it's great to see them all in one place here yeah so on on the next slide I want to click in a little bit further to visibility right because it seems like visibility is the kind of empowering part of Hardware asset management for the practitioner um visibility like you said the domino effect and just um so maybe you can touch a little bit further on the visibility here and double click into that sure sure and in a most organizations when they reach that first level of iPad maturity when they've got a handle on the assets coming into the environment right we're collecting the asset data as we're receiving the assets um and then we're also doing a good job as the assets are leaving the organization these are usually the two focal points when starting a ham program is how we're managing assets when they come in the door and how when they go out the door where a lot of groups struggle is when other people that aren't on the itam team get their hands on the assets um they could be out there doing brake fix or change management or deployment and if you're not doing those updates to the asset records and a lot of systems are very manual and you have to swivel chair into another system to make those updates and you're relying on other people as different life cycle events happen outside of the purview of the itam team this is where your visibility can get lost if I'm doing a break fix and I don't update that I did it because and to be a fair my job in the data center is to make sure the lights stay on to make sure business business goes on and it's not necessarily to update make sure I'm crossing all my T's and dotting all my eyes and that's where I said visibility gets lost and most cases and then we have to go out and do audits that are very expensive and and really look at our data and make all those updates that that's definitely a big blind spot for the itm team yeah and the one thing that stands out to me from my past uh on this side is m a activity and just the idea of two companies coming together and the two asset Estates merging and the need for visibility um otherwise you know a lot of a lot of issues can come up especially for Global organizations absolutely and to come and you know make that more even complicated with people now working from home and assets being more spread out than they've ever been um you know there's a lot more challenges today than there were even a decade ago foreign so obviously we can see the change it makes visibility challenging so and that's really where um servicenow Hardware Asset Management product comes into play um so let's double click into that even further um maybe can you walk us through um again how we uh how products management helps with visibility technically in the product sure absolutely um so you know we have a lot of entry points for assets of the organizations if you're a recent customer that just started this journey um you're going to be working with Legacy tools maybe you have a siled infrastructure one of the things that we always recommend is to start with some form of item governance right to bring these these different groups together so they have a stake in into the itam platform and and collecting all this data so you could have you know your data um for servers could be in a DCIM tool your network gear could be tracked in solarwinds and your end user compute could be tracked in a CCM or a legacy item tool and we also offer our Discovery and we have procurement or um procurement data company again so there's lots of different ways the asset repository gets seated and then once it's up and running we have Integrations we have service graph connectors with several asset intelligence tools whether it's a tool like SCCM or Jam for panium um and or it could be spreadsheets or Advanced shipping notices from vendors or third-party companies that manage your inventory to say the least you've got a lot of people a lot of data sources funneling into the repository and if not managed properly it can get out of hand it can get messy very quickly so one of the problems or one of the solutions that that ham will offer our Hardware has to manager product will offer is is we have a Content service that we have a team of Engineers that just do nothing but create and curate this content service of well over 2 million models today so as this data comes in no matter how it comes in whether there's spelling errors because it was hand jammed in what whether Discovery isn't pulling things in properly we're able to run that against the content service and so you get a clean output of data into your data into your repository so now you can report against clean normalized manufacturer names model numbers part numbers and then there's some additional intelligence that you're going to get some un uspc data so you've got that device type and if you're using a procurement system there's some back-ended numbering there that that works with that as well maybe you get some life cycle dates so you'll know when that became General available when you started buying it when does it go end of sale so you can start planning on what your next standard you need to buy it I know that I can't buy these anymore after March I need to line something else up when is it no longer supported so now I can start managing the health of my products and my platform to make sure that that my end users have the latest and greatest equipment that can be supported and all this is going to strengthen that entire life cycle like I said you know you've got the circle over here you've got the acquire that's normally where asset data gets created um and a go forward process but then we have the ability now to audit that data to ensure that what's in there is correct to keep that data um cleaned so it doesn't erode as we're receiving equipment as we're maintaining and as we're disposing of it um you know we're able to now introduce a bunch of different workflows that we'll be discussing a little bit further to help automate those end-to-end processes within the asset lifecycle and then we have um one of the cool things about item item and item um really you know blanket the entire platform of service now so there's very few products within servicenow that will uh not benefit from an approved item program so you know we've got with item and all you know you know you look at it like a weight lifter with two legs right you know items the left leg I Tom is the right leg and by exercising the legs they're going to get stronger together um and you can't exercise just one so that's a that's a really a a great relationship that you have so a cleaner cmdb will give you a cleaner uh its management database and vice versa and you'll be able to start doing stuff from a financial standpoint with itbm being able to look at your you know your technology portfolio and see when things need to be replaced to allow you to better forecast upgrade and refresh activities and then instead in change management benefit big time because now my incident managers can work break fix tickets right out of the incident and all they have to do is close the incident and all the asset updates could happen in the background so you're not going into the service desk every couple weeks and saying guys you're not updating these assets you're deploying assets and not assigning them to users you're not changing locations you're not updating statuses all they have to do is close the tasks and that gets done in the background and then obviously the secops and HR benefit from better asset data as well okay awesome Mike and thanks so much for walking through that I love the Better Together stories and I can always count on you for inventive um you know metaphors love the weightlifter one and we'll be using that moving forward so obviously from the last slide right we saw how important normalization is um and I'd love for you to click in for for our customers here a little bit more on the content service process sure sure and one thing to make clear um we see questions pop up in chat quite a bit around this um please be sure to use our q a feature too if you guys have any questions um but one thing that we do is we have we introduce additional tables of normalized content that that report up to your model records so we're not going to change or update any of the fields so you have a company table today and I'm going to use company as an example inside the company table all your manufacturers and vendors sit and there's lots of other parts of the platform that use this data so we're not going to override it we're not going to do anything and change any of the records in the data but you may have 40 different versions of Apple in the company table because Discovery is writing to that procurement might be writing to that people might be going in and creating vendors or companies on their own so when it comes to the asset record you're going to see a normalized manufacturer and no matter what it says in the company table you're going to have a normalized information on that asset and model record so that's where the content data shines and that's where the service loads now every week you're going to get an update you're going to get a payload of newly created content updated content a lot of times manufacturers will put on a laptop and they might not know when Ender support is going to be they might not know when end of sale end of sales when they run out right so a lot of times these dates might not get populated for two years after they go General availability so we're constantly going we're working with our major vendors to update these records we have direct links with them we have trusted sources that we use to build this data but you're going to have data that's unrecognized whether it's coming from a procurement tool whether it's coming from a um a uh you know Discovery or a service craft connection so we're going to have information that may not be normalized and that will anonymously get sent back to our content team and that's what they they use as the base of their their research right they look at all of our customers Anonymous data and uh and and they build the Content Library against that so you may have bought a new model that we've never seen before and that's how the the content mappings get made so what we do to be clear we look at the map the manufacturer which lives in the company table we look at the product model and the model number which lives in the cmdb model table and we we look at those three things to give you a normalized manufactured part number and model name um and that that goes into the model record awesome I think this slide this slide is another visualization of what you just spoke about um anything you want to add here yeah and so just to be clear so we're looking at the manufacture table which is a um which is in the company table but once again we don't write we don't update we don't do any um data changes to the company table but we use that company table you know there's there's a check box on there is a manufacturer is it a vendor so every model has a representation of a company and a model information and so no matter how apple is represented on the company table it gets uh it gets it gets normalized and it displays in the in the product when you look at the the model information in the product now there's a normalization window and then there's an additional tab that shows all the life cycle dates so no matter how it came in through Discovery because Discovery may have picked it up differently than the procurement tool or the person that hand entered it um and you can see here this example up here we've got three different MacBooks that have three different versions so and and and keep in mind and and so you know it's something that's often reminded is is how are we normalizing the the the the the cmdb so every CI if it has a relationship to an asset and most do right most configuration items also have a link to an asset record and you can flip back and forth between the configuration record and the asset record um it's very important from a CI perspective that we don't touch and we don't update any of the major Fields the display value will be updated from the the asset model the the display name will show on the CI record because there's that header of shared information right what is it you know serial number that kind of thing so as we improve our asset data we're also improving our CI data as well I hope that makes sense okay fantastic yeah thanks for watching I have to go too far into the weeds with with the normalization but uh we definitely can that's for sure yeah it sounds like I think and I see a yes in the chat looks like our customers are are responding well I think um you know to use one of your kind of analogies here uh or inspired by one of your analogies you can't throw a party without cleaning your house first and it sounds like here um a lot of ways to clean house before I think we advance to the next slide here we get to the party which is some of the workflows that we want to talk about today so and that's what really distinguishes like you mentioned earlier the hardware Asset Management product versus the base Asset Management that's included in itsm would that be correct here yeah absolutely absolutely this is where a lot of that automation that I was referring to earlier comes in awesome so yeah let's jump right into it I think can you walk us through what we're seeing here and and uh and then workflows as a concept sure sure so what we've tried to do with that with our hand product right is is if you're using just the base itsm Asset Management today you've got the data model right you can create models um or you can have models created from Discovery um you can create assets and stockrooms and so on and so forth um what we've built with ham to help you automate that life cycle is at each stage of the asset lifecycle so we can start at request the need for an asset we've introduced a standard Hardware request workflow that is scalable that can be selected for anything that you publish to the hardware catalog so whether it's a laptop or a server you could leverage this end-to-end workflow and that includes things like sourcing you know can I pull it from inventory or do I need to transfer from another stock room or do I need to purchase it from a vendor that whole process that whole fulfillment process comes into play um and then uh and so we've we've built that that request and fulfillment process into several of our workflows whether it's a refresh or a new asset or a loaner we have to decide where we're going to get that asset from and and so with if you're not using these workflows you're going in and you're going to be manually updating these records as you receive them as you deploy them you're gonna have to go in and put the assign to where with our workflows we can take whoever was in the requested for and assign it to that person and that location all gets updated in the background the life cycle status gets updated in the background as you're doing inventory we have workflows once again we have an audit process that allows you to audit stock rooms we allow you to create stock rules that will automatically replenish your inventory if you hit below certain thresholds we have the ability to do transfer orders that'll update the assets as they go through and then we also have some functionality in the inventory space to help you you know look at you know where um you know where assets are in the in the request stage so you know what what's document they're in um we have a deployment task so as and this is where we get into you know and and our friend from Scotland asks you know where the the assets can be updated in the incident so not just from a deployment standpoint but when we're in a um an incident if I've got a a laptop that has a uh a cracked screen and I decide I need to do a break fix right now that I have my inventory my visibility I can see what assets are in inventory and I could select an asset from my inventory and I can select the swap feature that will do a do a break fix so now when that technician closes that incident it'll take the asset that has the broken screen it'll Wipe Out the assignment it'll Wipe Out the location and it'll disassociate any software deployed to it any software entitlements that you may have entitled if you have it attached to any contracts it'll break those contracts and it'll put that asset back into in stock but it'll be pending disposal because it's broken right or pending repair um excuse me and now we have the new asset that you selected from the stock room will now be assigned to this end user the location data will be updated based on the end user's information any software entitlements that were on the first one will move to the new device any contracts Associated maybe there's support contracts that you need to associate we have moved to this new asset and all that stuff happens as the technician closes if it puts in the resolution um and that saves you know five to ten minutes on every incident for every break fix and think about how many brake fixes you do over the course of a year um it'll it'll save you a lot of time and money and optimize your entire Service delivery process and your end users will appreciate it because they're going to get their tickets resolved faster because the technicians are now resolving incidents they're not doing asset updates um and then the whole retirement process right of having a disposal request that you can associate all you know you may have a pallet of a thousand you know a couple pallets with a thousand assets that need to go out the door to a disposal company but from a compliance standpoint you need to be able to show all of those assets where they were disposed who picked them up what date they were picked up is there a certificate of disposal that if I get audited I can say this company picked them up now you have a request and an end-to-end workflow that covers every stage of the the process to get those assets out the door that's auditable that that is now part of your asset history as assets are retired and as assets move through the process as they go from in stock pending to disposal to in transit to the disposal event to when the disposal vendor confirms that they've got them and they've disposed them to retire disposed you know if you're doing a thousand assets as part of it disposal activity that's a thousand updates you don't have to worry about they're all going to get that as the workflow gets executed okay fantastic yeah so um my name introduced us to one of these kind of common scenarios here with our Persona Casey sure sure so so Casey here um and this this is a anonymously repurposed scenario that one of our customers uh and in fact a few of our customers are brought to us so this is from real life issues that we find um you know Casey is we work a lot with hospitals right and hospitals tend to be campuses so you have multiple buildings multiple locations within one location itself right um and and if you're an asset manager on a campus it's very challenging as assets are moving around right um and especially with hospitals there they have to maintain their HEPA compliance but there's compliance rules for all sorts of Industries so all of you have to report to some governing body that that needs to ensure your asset data that where you purchased it where it's at who has it you can answer all those questions and it can be hard to do um and and especially if you have to be concerned with the data it's on the devices the software that's on the devices being able to track that to these processes will really help you out so as assets move through the disposal processes like I said before there are lots of manual updates that you need to do to maintain your compliance so that your asset accountability is documented or not throughout the process so our solution right as assets are collected through various various ham workflows we're we're collecting them automatically tagging them as in stock pending disposal so we're ensuring that these assets are no longer viewable as available that's very important right because nothing worse than taking a laptop with a broken screen and forgetting about it on your desk for a week and then when you finally put it back in the stock and we just throw it on the stack of the other laptops that look exactly the same and the next technician can go in there and grab that laptop and redeploy it end user flips it up and it's broken you know now you've wasted a bunch of people's time and uh so now we're able to to separate that so these assets that are pending disposal will start to collect now you've got awareness so now that I've got 100 assets on a pallet I know that my disposal vendor will give me more money the sooner they get it if that asset sits there for a year it's going to lose value right I may they may resell it right I may be using a disposal or a disposal vendor that recycles or does donations right so the more efficiently we can get these out the door the better so we offer an end-to-end workflow it's low code I'll be showing it to you in a second like if you need to make updates like if you have special you know I worked for a federal agency a few years back as an asset manager for all of our disposal assets if they were data bearing we had to run a software to wipe the device we had to put it through a drill press literally drive a drill bit through the hard drive to make sure it was unusable then we put it in a little it looked like an Easy Bake Oven it was a degausser that would would run a magnet we'd have to step back and a good thing I already have kids right and it would demagnetize it run a magnet through it to wipe it and then we had to run it through a shredder a company would come out and they would film the hard drive going on the shredder train and show and give us an eight second video of each hard drive being um white so wow yeah but but being able to have all that accountability we could add those those different tasks to our workflow very very simply so whatever your process is we built a very low code workflow on best practices that capture that and I'll show you the disposal here in a moment and show you how you can update it if you need to but at the end of the day you're going to end up with a request that's closed that has all the paperwork and all those artifacts attached to it that will also be related to all the assets that were disposed so if you have a compliance audit comes up and they say I need to see where these 10 assets are you could say they were disposed on this date this vendor picked it up and here's the paperwork the receipts that show it was picked up so everything is right there so any of your compliance requirements and your aesg policies your organization may have Roman okay fantastic and so so on the next slide you have these these just out of the box these workflows that you've kind of been speaking to and uh you know anything else additional you want to add there on on how you know simple it is for the customer here absolutely absolutely so like I said I mean you know one of the benefits of ham right is and what you're looking at this is our flow designer here so it's very intuitive we used to have another um code heavy script heavy um internal application that we would use to build these workflows flow designer it's drag and drop you're putting in pills you're making your updates and doing all that out of the box day one you can turn any of these on and gain instant benefit in your environment with these end-time workflows whether you're doing um you know standard deployment swaps or retires from incident and change they're already ready to go um Tech refresh loaner lease asset that's a big gap of visibility right is you know I forgot my laptop today or my laptop broken I need a laptop because I have a PowerPoint I need to deliver a lot of times people are just like here take this asset and there's not a process there to reclaim that asset so now these leased assets they don't get returned or they get returned when it's too late they can be reused so being able to manage that process is nice or being able to do Reserve reservations you may have an intern starting up in a month and you want to make sure they have an asset when they get there so they're not just sitting there in their Cube for three days waiting for equipment we have an RMA process so now it has all those defective equipments coming back from incident and change we have a process that helps you work with vendors to either get these assets repaired or replaced and then we have you know we work with we plug in very nicely with HR for onboarding we have all these you know standard Hardware workflows but we also have an off-boarding workflow so as people are leaving the organization we have one one workflow that can collect not only the hardware that they have but also the software and the SAS subscriptions mobile devices mobile device contracts all those things that you don't think about when somebody leaves we can make sure that there's a process that's that's trackable to get all that stuff back absolutely that's fantastic I think I still have some mouses from prior uh jobs lying around so you know having those tracks is key and they may not be people might not be losing sleep over money it's one the one thing that I've worked at companies where we reclaimed headsets and some of the in-ear headsets the team would have to clean those out sometimes I think the processes can get a little out of hand sometimes you have to look at what's the cost to manage it versus uh you know versus that so totally all right so I believe you have a demo for us today sure sure um so yeah so I'm gonna go ahead and and steal the screen share here bear with me here let me know when you can see my screen yep we can see it gotcha okay so what I wanted to do is I wanted to kind of show you guys something that's new that came in our last release is we're now offering what we call a guided setup so this will walk you through the whole process of getting your your hand or your Hardware Asset Management tool and figurative instance so this covers all the different steps that are needed now this instance has already been configured it's a demo instance but I can actually show you what that would look like to actually set up that workflow and then I can kind of show you the workflow a little bit and we'll we'll talk about the the disposal workflow here um so as you can see here that there's a there's a step to set up all my different asset workflows and these are all the ones that come with hands so these are all those prescriptive low code workflows and and some of these you know can be applied to multiple assets so our standard Hardware request I could have three different laptops I could have a desktop and a mobile device and I just picked this flow and I publish it through the catalog but for today's discussion we're going to talk about the disposal flow so I can come in here and I can see the flow itself um and I can launch the the flow designer I can jump in and I can you know make any updates that need that need to be made um I can look at different snapshots of the flow here so and this is something normally you would have your sysadmin do but you would build out requirements so like I said earlier if you had a um um if you had a specific need for maybe Data Destruction or legal hold or something like that this is where they would come in and update it but it's all built as part of this guided setup so for each of your workflows if you did have to do customization like I said out of the box they're ready to go some cases you may want to Define assignment groups or things like that and that's all done as part of any implementation for all of our workflows but out of the box they're ready to go on day one but what I can do is I can also show you here from a workspace view what what these look like so as a daily asset manager I can see here that there's already nine disposal orders that are created in this instance because you may be part of a global organization and you may be doing multiple disposals at one time you may have disposals running and you know one stock room here one stock room there and it can be hard to track all of them as they're in action and I can see what stage they're in so I could see this disposal order from San Diego is in the scheduling stage um and and so at this point they've already selected and and picked out what assets now I just have to go in and put in the details on what they're going to be doing it but I can see here these are the seven assets that were selected there's a verification Step At the beginning of this workflow so it might be better actually if I if I go in and I show you one that's in the draft stage because nothing has been done at this point I just started the disposal order so you can see here at this stage there's a task for me to go on and verify and one of the cool things with with ham with Hardware asset management and it gets confusing when I start talking about hand and saying happens hard grass and management is I can use my my mobile device I can use um the service now Agent app right on my phone and I can go in and I can at the loading way I can scan these assets so I can verify that these assets are planned or I can go down with my laptop and a car and I can go in and I can go in and actually verify and validate each one of these assets I can go through and I can say okay you have to use that one's there that one's there um and then click verify this way I'm I'm basically saying that yes these assets are all panicked misspelled these are all asked I said we want to dispose and I can go in and validate that they're on the pallet they're ready to be picked up um just by doing that but I can also do it you know scanning with my mobile device if you have you know zebra scanners that have the Android app and access to the Play Store you can also download the app on those as well and use those as an input device as well so once I went in and verified this now I can close this task out all my assets have now been verified and when I go back to the um to the the asset I have to do a refresh here this normally doesn't happen it's quick and now I have a new asset task to schedule the the workflow they're scheduled to pick up excuse me so when it loads up now you can see there's a second task you can see that the verify has been done now I have to schedule a pickup so I call the vendor I say hey when can you be there now I know well there's only seven assets you don't need to send a flatbed you can you know if you have a small truck or a van heck you could put this in the the back of a hatchback right so I can go in there and I can say okay well we can be there on Monday to pick those up all right I'm going to send Susan nipples you know and if there's if they give you a confirmation number if they're if there's like a a number that they're given that they're working this ticket off of and you may have pickup details right you know come to the Loading bed and any additional info can go there we actually have some of our um you know there's Integrations that you can do a lot of our customers that build Integrations with our disposal vendors so all this data can be automated and updated but as I've now that I've scheduled to pick up for this disposal now there's going to be a new task so I'm going to come back here and we're going to refresh again and you're going to see that there's now going to be a task for you know and this is where you can insert your data validation or your legal holder any other tasks that that would be required oh I didn't close my so yeah you have to just close the tasks oh I didn't put in the schedule today I thought I'd pick Monday so that's nice so now it also is double checking for human errors as I'm doing this which is nice because I am human so now I can come back in here now there's going to be the next task for asset departure so this is that moment where as an asset manager you've all been there standing on the loading Bay going through making sure that they're picking up all the assets that they're supposed to pick up and once again with a mobile device I can scan and confirm that these assets have been picked up so I would come in here and I would select I can select them all but I know they're just seven and this is something that we'll see in Utah that we're introducing the concept of pallets so that'll make making this stuff much easier so now I can select that these seven are departed but I could have also went in and opened up the the service now app and scan these as each one went on the loading Bay so now I've got this chain of custody that's building this disposal request you can see all these assets are now in transit you you saw I only had to click a few buttons right so everything is now updated they're all in transit and I can close out this task as the truck drives off I've done my due diligence I've shown that all seven answers were picked up whether I did it with my mobile device I did it in the app or with a handheld scanner all that's been done and now I've I'm rest assured that I can show accurately my asset date is correct that these assets are updated now I'm just waiting to hear back from the vendor right the vendor is going to come back and say okay we've got these assets you know sometimes this stuff will happen here where they'll say one of them is not you know we're going to have to just Salvage it it's going to go into scrap but the other six that you can sell um we have a workflow that's coming that if resale was done there will be more updates to this where you can intake what they sold for so you can actually show your total cost of ownership you may have spent a thousand dollars on this laptop but maybe the disposal vendor we sold it for 250 so that can help you down the road show you what your actual cost of doing that spending money I digress so now I can come here and I can close this task the vendor confirmed it they've they've it's you know the disposal is done now there's one more task and that's the attach to certificate of disposal or any other documentation that's required um and we can go from there if you're talking about the resale feature that's going to be coming um so donation and resale are going to be introduced in our Utah um release so there's a similar float here you may not want to dispose of these assets you may want to donate these to a charity but you still need to follow these same basic functions to do so because you need to be able to say that this asset was taken by a charity as opposed to a disposal vendor but it's the same process either way so very cool but at the end of the day you end up with a disposal request and with all the artifacts Associated to it for all these assets and you can see now all these assets they're still in a pending disposal State because we haven't closed the South they're not officially retired yet um because we haven't attached that certificate disposal but as soon as we do it'll update on the asset records and it's going to meet any auditor or compliance needs so it's very very cool so that's it from the demo um I did see there there's a question that that's that I apologize for missing the question I wasn't looking in I was looking in Q a and not chat um but it looks like somebody has questions around um contracts give me a second here to kind of scroll through chat here um so our content service doesn't look at contracts um so that's a good question so we do have a contract renewal workflow as part of ham that was that was introduced in our Tokyo release and there is a stage in that when you're doing a renewal where obviously you want to make sure you're only renewing maintenance for example on assets that are actually being used so one of the steps of our contract renewal workflow definitely if you want to learn more about it I would talk to your account team we can do a demo for you or there's lots of content around there but it's called our contract renewal workflow it comes with ham it also comes with software asset manager as well because you're also managing software contracts through Sam but you definitely as these assets are updated and that's all one of the payoffs of having a clean and accurate data repository of assets if you know what's been retired when you do these contract renewals you know what you need to renew maintenance on or lease is on if you have the most up-to-date data that makes life a lot easier so okay awesome and we're office questions uh this is great I have a question here from Matt in the chat or in Q a um that is uh as assets are deployed and the asset records updated if there's a change of user that it is not involved in or doesn't do via the tool does ham add any value in terms of seeing that different user via discovery SCCM or a third party API would it update the asset record or does it flag the anomaly for you to investigate so we would we would want to flag it as an anomaly we would never want to automatically update an asset based on who's using it because a desktop technician at the end of the week could have a thousand assets assigned to them because every time they sign into an asset as CCM is going to show an update and it's going to write back to the cmdb that Joe service desk is better than that asset so we wouldn't want to assign it to Joe service desk every time this is where you can start reporting against and and there's tools that the system can use that they can show that but to your point what you want to avoid is you know if you know one thing I always say is any type of an asset is deployed um or updated or any of that stuff there should always be a request or a workflow to do that now you're going to start seeing those anomalies in the reporting um we have some some information in our asset workspaces that'll start shining a light on some of these data anomalies because the asset updates happen automatically through requests through incident through change management um you'll know clearly when assets are being deployed and one of the things that having this clean data set is is you know is was when you see the data anomalies they're going to stick out like a sore thumb and then you can start looking into who's making these updates so on and so forth and start looking at normally you'll end up with a you know a couple you know people that will just be doing this stuff outside of the system because once again everyone's focus is on keeping the lights on making sure business continuity is established so I hope that answers your question um we wouldn't automate update based on the cdb this short I guess over there great a couple more questions here in Q a keep them coming um Lillian wants to know when it takes three display names and normalizes it does it change the display name for all three um I believe yep okay so so on the model record itself there's a normalized manufacturer normalized model main normalized model number part number um it's not going to the the display name at the top and that's a field that is a candidated field that's not editable it's editable by updating these fields so that that number that will change I hope that answers the question awesome question here from Tara uh that's pretty interesting so we share our cmdb with other equipment that doesn't require location information and we are trying to move to a model for fixed location assets monitors Thin Client docking stations Etc they run into issues with Discovery overriding location data or when an associate is terminated it gets cleared out do you recommend keeping all Hardware in the same cmdb or are there ways to separate Hardware types so we can better manage location information sure so there's a there's a location field on the asset record and then whatever you've done on the cmdb to automate that that can continue on the CI record but on the asset record we have a location field that we update by process not by Discovery um because we can't always rely on Discovery especially like if if I'm a remote user but I travel to a lot of offices so if I take my laptop to Texas for a meeting and Discovery picks me up I don't want that to change my location my location should be Associated to where that laptop is going to sit most of the time now when we talk about devices like data center equipment servers Network gear and stuff like that that should also be updating the process because at some point there was a deployment task that says I need you to rack and stack the server in row six rack 55 u28 right so if you want to add those skills to the asset form and you see that all the time we see customers go in and put grids or or expand their location hierarchy to show those specifics or if it's in a network closet or wherever it sits you want to capture that on the location field on the asset form because at some point somebody asked for that acid to be put there and then we have a feature that's coming in the um uh coming up in a future release around asset move um that will uh allow you to say I want to move asset from point A to point B and you have to put in the specific location information and when that task gets closed it gets updated to that location so so yeah so and we also I'm seeing a lot of questions in chat again as well um I just want to make sure we've got like a couple more minutes here if we can hit a few of these um yeah one around the csdm life cycle highly recommend we have lots of documentation around csdm yes we have mappings to all of our current out of the box lifecycle States and substates that map into csdm um and so when you guys decide to take that csdm Journey we support it for for assets for models for anything with a life cycle um we align with the csdm definitely a big thing for us okay great we have a question in the Q a asking around um you know what what are the best ways to uh to service not have a free review or are there other ways that a customer can um you know do a review of IT of their like you know real estate and see if there are ways to improve how they're using ham I love this question so there's there's a there's a couple answers to this so today we offer a Health Scan that you can talk to your account team where we come in and we run some scans and look at your you know configurations and how your environment has been configured and set up to give you an idea there um if you're using um if you're on Tokyo you can definitely go through the guided setup to make sure you've set everything up as as it should be there's a lot of um configuration settings that get missed because it wasn't very clear especially if you self-implement it if you wanted one of our partners helped you implement then they should have chucked a lot of these boxes but when we self-implement sometimes we can miss things right so it's helpful to go through to make sure things have been configured and then we just launched with Sam it's called a Sam success portal highly recommend you check that out it's got a value Builder it's got a few things it allows you to really track your maturity we understand that if you were to turn Ham on when Paris came out and we've had six five or six releases since then you may not have jumped on every feature you may not be using everything so now as the journey as your appetite for High Time maturity expands you can track goals you can track this stuff and do that we're bringing in um a hand success portal is part of a upcoming release so that's in our roadmap so you'll be able to have that same maturity Journey that that you can track metrics against in the platform as well awesome I love that we're getting we're sneaking in different roadmap tools here and that is fantastic yep a couple more questions Edwin wants to know well the asset move take into account okay this is this is from something we already discussed uh well the asset move taking into account the difference in location requirements uh Michael did I ring a bell so any of our any of our workflows that track to location track to our common location table it's common core data we're just um uh consumers of that data where asset managers don't manage that data however your organization manages your location hierarchy you can scale our workflows to match that so some locations track when they track a location they'll track the floor they'll track to Rome if you're using our wsdr workplace Service delivery product it scales off the location table as well so you can map to the locations as as your organization sees fit we see a lot of organizations just track to the address um but you know once again your address could be a 30-story office tower and you know a laptop is on one of those stories so if you want to track the foreign room if your location hierarchy provides that data and you've configured your tool to do that our workflows are completely um along with that they need to be all right one more question here um unless more come through I could have a little bit of time is the cstm part of the platform part of hand Pro or can it be leveraged even with itsm's Asset Management our common service data model is a servicenow platform feature it's for any part of servicenow item incident it's everything where there's a life cycle what we were finding as we were rapidly maturing through our initial releases up until I think Istanbul it was either Istanbul or Kingston um somewhere around there the the concept for common service data model was said hey we should all be using the same taxonomy so when we say something is in stock it's in stock because in stock could have met something else in a different platform so this is the whole point of the common service data model um and it's still even though it's been around it's still kind of new but it's really getting all of our different different product areas using the same terminology when it comes to life cycle information so to your question yes and yes it can be used anywhere there's life cycle information being tracked within the platform all right well we really appreciate all the positive feedback in the chat thank you um and I'm really excited to see some people getting started on their ham Journey here oh one more question coming through Heather wants to know okay we're talking about row racks cabinets yep you're saying the service not have the ability to drill down to Ru position like grid rack are you so yes you you would you could configure it to do that absolutely a common configuration we see is if an asset is in a data center you would configure it to show a grid or a rack or a use space on the asset record it's not out of the box functionality but that's the beautiful thing with servicenow is it's highly configurable um and I would also recommend checking out wsd um there's a lot of expansion off of the the location data model but because we've built this um you know we build ham so at whatever level of location you're tracking um it's compatible to work with that so if you're and then one of the other things too that comes with the with the mature location hierarchy is a mature process to manage that location hierarchy as well because you have to have somebody that goes in that makes all those updates as well but absolutely you can add those fields to the form you'll see in our Utah release um new Fields added to the asset form for assets that are in a stock room you're going to see Island space now we've introduced that from a platform feature so any assets that are in a stock room if it's you know some stock rooms are the size of my office here are maybe it's a drawer in somebody's Cube it could be a stock or whatever you're just you know tracking cell phones but you could also have a stock room that's a warehouse that's the size of a football field and knowing that in assets in the stock room is helpful but not knowing what aisle and what space on that aisle the assets in so that that'll be out in the somewhere at the beginning of Q2 end of q1 in our Utah release so stay tuned great question I really appreciate the interactivity this makes it fun for me to do these when you guys ask all these great questions I really appreciate it and thank everybody for your time today this was a great session great session on that no we'll wrap-up questions um so yeah it sounds like a lot of people are at different stages of their Journey so because of that you know we we have a number of white papers and user guides online um Abby will be sending um a handful of PDFs in a chat we'll have those on the event page as well um and of course trainings right now learning is robust um we encourage you to join our Hardware Asset Management fundamentals um to get a deep dive and into the hardware Asset Management product um and a number of other trainings exist on uh on the platform as well a little extras that you can kind of explore and take on that are relevant to you the item Community page is an awesome place to start um there is of course the getting started guide um but but also there's a like I said list of trainings links to resources and there's an opportunity for you to ask questions and communicate with other IPM practitioners we really encourage individuals to go there explore and and and you know Dive Right In you know with that we will be closing out this session for today keep an eye out for upcoming sessions in the future uh thank you very much for taking the time to be with us and have a great uh morning evening whatever it is goodbye everyone thank you very much from service now [Music]