Hardware Asset Management (HAM) is a critical function for enterprises that rely on physical infrastructure to support business operations. From desktops and laptops to servers and networking equipment, tracking the complete lifecycle of hardware assets ensures better control, optimized utilization, and improved compliance.

ServiceNow Hardware Asset Management application, combined with inMorphis’s implementation expertise, enables enterprises to manage their assets efficiently, from procurement to retirement, while maintaining accuracy and traceability across the asset lifecycle.

Purpose of ServiceNow HAM

The process of dealing with or controlling the purchasing, assigning, replacing, stocking, and maintaining hardware assets comes under the hardware asset management application. Here is the list of its key purposes:

Key Purposes of ServiceNow HAM:

  • Asset Visibility
    Provide real-time visibility into what hardware assets exist, where they are, and who is using them.
  • Lifecycle Management
    Manage each stage of the asset’s lifecycle—acquisition, deployment, maintenance, and retirement.
  • Cost Control
    Avoid unnecessary purchases, reduce hardware loss/theft, and optimize asset utilization to lower total cost of ownership.
  • Compliance & Risk Management
     Ensure assets meet compliance standards and reduce risks associated with untracked or unauthorized hardware.
  • Operational Efficiency
     Streamline IT operations like inventory checks, hardware support, and upgrades.
  • Integration with ITSM
     Support incident, change, and problem management processes by linking assets to services, users, and configurations.

Also, read Integrating ServiceNow Hardware Asset Management with ITSM

In short, a hardware asset management application helps the organization move toward operational efficiency and compliance.

Also, read ServiceNow Partners for Hardware Asset Management

Managing Hardware Assets Via ServiceNow HAM

1.) Now Mobile App

The ‘Now Mobile’ app can be used by typing in the user's credentials. Once logged in, the now mobile app gives this view where we have 3 modules aligned to the user; these modules are as follows:

  • My Requests – Lists open asset-related requests
  • My Tasks – Displays assigned tasks
  • My Assets – Shows all assets assigned to the logged-in user

Each asset entry includes detailed information, with a "Report Issue" option available at the bottom of the screen.

a.) Assigned Requests

After clicking on “My Requests”, all the Open Requests will be shown.

It can show request categories as:

1. Plan and execute the refresh of aged hardware assets

2. Asset transfer request.

b.) Assigned Tasks

All the assigned tasks, if they existed, will be shown on the "My Tasks" option on the home screen.

c.) Assigned Assets

The list of all assigned hardware and software to the logged-in person will be in the "My Assets" option.

When we click on any assigned asset, it will show all the associated details. The 'report issue' button can report any associated problems at the bottom of the screen.

2.) Now Agent App

This is an agent app designed by ServiceNow where agents can easily:

1.) Accept the purchase order upon receiving.

2.) Create a purchase order line.

3.) Order the asset added via the purchase order line.

 

Also, read A Complete Guide to ServiceNow Hardware Asset Management


 

Asset Disposal via Mobile

Disposal includes a series of validation steps. Two key tasks—Verify Assets and Asset Departure and it can be done using mobile devices by scanning asset tags.

Asset Disposal Steps

a.) Open the procurement tab. It will show the POs raised in 30 days.

b.) Click on the purchase order number.

c.) From the related list click on the PO line items.

d.) Here it will display the ordered quantity and the received quantity.

e.) From the top right of the mobile screen, click on the 3 dots and then on the

bottom, we have a receive option.

f.) Scan the asset and then click on review.

g.) All the assets reviewed will be shown here on this screen. To accept the receiving process, click on submit.

Once it is received via mobile device, it is shown as received.

Asset disposal flow contains the following task which are shown below:

 

Managing Hardware Assets via Mobile

Out of these tasks, ‘Verify Assets’ and ‘Asset Departure’ we can compile through mobile devices by scanning the respective tags:

 

i.) Create a hardware disposal order and click on submit.

 

ii) Add the assets to dispose of by clicking on planned ones

Asset Verification Via Mobile

The asset verification can be done using a mobile phone while scanning the asset bar code. The steps to be taken are as follows:

i.) Click on More

ii.) Choose Asset

iii.) Now select Asset Disposal

iv) And choose the Hardware Disposal Order

v) Now on the selected hardware order, we can see the number of assets expected for disposal.

vi) Next is to scan the assets available in the stockroom.

vii) Once all the assets are scanned, now click on review and the submit.

viii) When we submit the assets, and their serial number will be visible on the screen.

Now click on complete, and then it will display the next task's scheduled date for the assets of the stockroom.

Also, Check out Optimize Inventory Management with ServiceNow HAM

Asset Departure

i) The next task is to schedule the pickup. On the closure of this task, ‘asset departure’ task will be created.

 

 

As the asset disposal task can be compiled by mobile phone by scanning the asset tags, the disposal order will now be shifted to the ‘departures’ tab.

a) Click on the 'departures' tab to display the result.

b.) Scan the assets to depart, click on review, and then submit.

c.) On submission of the assets, the departure message will be displayed.

d.) Now on completion of asset departure, it will initiate the vendor confirmation task.

The agent can complete the asset disposal task by submitting the vendor confirmation and the certificate of disposal.

Note: (a) For their disposal, one can track it for validations with a mobile phone device by following steps:

i.) Verify an asset (1st level validation for asset disposal before scheduling them to dispose of)

ii.) The departure of an asset (2nd level validation for asset departure before vendor confirmation)

(b) Some capabilities such as mobile-driven asset disposal, creation, and advanced audit features require HAM Professional license and configuration support.

Types of Asset Audit

Assets can be audited based on the following:

i.) Stockroom

ii.) Location

From the filter navigator, click on asset audit and then click new.

Steps to Complete the Audit through a Mobile Device:

Step 1: Open the agent login and click on more

Step2: Now open the asset tab

Step3: Select the stockroom/location for the audit

Step4: The new page will allow you to scan the assets

Step5: Scan the assets

Step 6: Review them (the duplicate assets need to be deleted / the system can automatically remove the redundancy). Click on submit

Step 7: Once you click submit, it will show the report with four criteria. In that, 'scanned and not expected' will show them in use.

Step 8. Click on the 3 dots from the top right and then complete.

You can check the audit status from the native view.

Assets in the stockroom will be shown on the 'expected assets' list. All the scanned ones will be shown in the ‘scanned assets’ list.

 

 

The state and substate for in-use assets will be changed to in-stock and available, respectively.

On refresh, the substate will be reflected as available or no substate.

Note: The location audit is also like what we have done for the stockroom audit.

Asset Creation in ServiceNow HAM

Creation of consumables can be eased by scanning of a serial number of an asset tag. The creation of consumables can be eased by scanning a serial number of an asset tag.

Steps to creating assets are as follows:

Step1: Open the agent app and click on 'asset'.

Step 2: Click on 'create asset' and enter the serial number.

Or Click on the 3 dots in the right-hand corner and then click 'create asset'.

Step 3: Enter all the mandatory fields, if any.

Step 4: Once all the mandatory fields are set, it will enable the submit button.

Finally, we can check the created asset in the stockroom.

Also, read ServiceNow Hardware Asset Management: Your Path to Efficiency

Steps to Look-up for Asset Update or Incident Creation in the Inventory

Step 1: Click on asset lookup.

Step 2: Scan the asset for which the incident is to be created or updating is to be done.

Step 3: When we click on the scanned asset’s tag or serial number, it will display the corresponding details.

Step 4: To open the details again, click on the asset name to retrieve more information on it.

Step 5: Click on the 3 dots in the top right corner; it will allow you to either report an asset by creating an incident or allow for updating it.

Step 6: On updating, one can change the state and substate as required.

Step 7: On completing the task, it will display the state and substate after the update.

Step 8: To create an incident, look up the asset. It will allow for setting the urgency and a short description of the incident.

Step 9: On setting the details from the right-side corner, click the arrow key to submit the incident.

Step 10: On submission of the incident, it will display the message for successful submission.

To check the incident status, we can go to Native View.

Also, read Automate Asset Creation for Externally Ordered Hardware Assets

 

How inMorphis Enhances ServiceNow HAM?

By combining deep platform expertise with industry best practices, inMorphis transforms ServiceNow HAM from a tool into a strategic advantage. Here's how:

  • Process Automation: We reduce manual intervention by automating key asset lifecycle workflows—from procurement to disposal—customized to your enterprise needs. 
  • Tailored Configuration: Our team configures HAM modules to align with your organizational structure, business logic, and asset policies for seamless integration and maximum ROI. 
  • ‍User Enablement: Whether it's end-users accessing assets via mobile or agents performing audits, we empower every stakeholder with intuitive access and guided processes. 
  • Data-Driven Insights: Get a crystal-clear view of asset utilization, cost impact, and compliance status through real-time dashboards and actionable reports. 

Also read ServiceNow HAM Solutions: Optimize Your HAM Strategy

Conclusion

In conclusion, hardware assets management is a crucial task for every enterprise in today's digital world, and the hardware asset management system provides a solution to accelerate the process. ServiceNow Hardware Asset Management (HAM) offers a robust and scalable solution for tracking, managing, and retiring physical assets across the enterprise. 

The seamless integration with ServiceNow Now Mobile and Now Agent apps ensures on-the-go asset tracking, incident reporting, and task completion, which reduces manual errors and improves user experience. 

Discover how inMorphis can simplify your hardware asset management strategy and drive better IT outcomes.