ServiceNow Asset Management (AM) enables IT administrators to effectively track, manage, and optimize the lifecycle of IT assets—from procurement to retirement. This guide offers a comprehensive overview, actionable steps, and deep insights based on official documentation and community best practices.
What is ServiceNow Asset Management?
ServiceNow Asset Management is a module within the ServiceNow IT Asset Management (ITAM) suite that helps IT admins track physical, software, and cloud assets across their lifecycle. It integrates seamlessly with the CMDB and Procurement modules, ensuring financial and operational control.
Core Concepts
Asset Types: Hardware, Software, Consumables, and Cloud Assets.
Asset Lifecycle: Request > Order > Receive > Deploy > Use > Maintain > Retire.
Integration Points: CMDB, Procurement, Discovery, HAM Pro/SAM Pro.
Benefits of Using ServiceNow Asset Management
Improved Visibility: Centralized dashboard for asset tracking.
Cost Optimization: Better financial control through accurate asset valuation.
Compliance: Ensures audit-readiness and licensing compliance.
Audit Preparedness: Asset data can be reconciled and exported for regulatory audits.
License Management: Integrated with SAM Pro to manage and reclaim unused licenses.
Key Components and Tables
Component
Description
alm_asset
Core table storing all asset records.
alm_hardware
Extends alm_asset for hardware-specific data.
alm_software
Extends alm_asset for software assets.
cmdb_ci
Stores configuration items (CIs) for discovered devices.
asset_model
Stores metadata like manufacturer, model number, and support details.
asset_task
Workflow tasks related to assets (e.g., install, move, dispose).
How to Configure Asset Management in ServiceNow
Step 1: Enable the Plugin
Navigate to System Definition > Plugins.
Search for Asset Management.
Click Activate/Update (requires admin role).
ServiceNow interface displaying the Asset Management plugin listed as installed and active under the Plugins section, indicating it’s ready for configuration.
Step 2: Define Models
Go to Asset > Asset Workspace > Model management.
Click New.
Enter:
Model Category (e.g., Laptop, Server)
Manufacturer
Model Number
Lifecycle Stage
Support Contract (if applicable)
A blank form interface in ServiceNow is used to create a new hardware model, showing fields like Model category, manufacturer, model number, and lifecycle stage.
Step 3: Create and Import Assets
You can manually create or import assets:
Manual Creation:
Go to Asset > Hardware/Software > New
Fill out the required fields: Model, Assigned To, Location, etc.
Bulk Import:
Prepare an Excel/CSV file with the required fields (e.g., Serial Number, Purchase Date).
Navigate to System Import Sets > Load Data.
Map fields and run Transform Map.
Step 4: Link to CMDB
From the Asset record, use the Configuration Item field.
If Discovery is enabled, linking can be automated.
The ServiceNow Hardware asset record with the configuration Item field visible, enabling linkage between the asset and its corresponding CI in the CMDB for comprehensive lifecycle management.
Step 5: Set Up Workflows
Workflows automate asset lifecycle stages. Common ones include:
Procurement Approval
Asset Receipt Notification
Deployment Assignment
Decommissioning
Go to Process Automation> Flow Designer or use Workflow Editor for legacy UI.
The ServiceNow Workflow Studio page displays existing workflow records, with the “New” button highlighted to guide users in starting a new workflow creation process.
Asset Lifecycle Management
Procurement
Automate purchase request approvals.
Link assets to purchase orders.
Assign initial status: "On Order."
Receiving
Use the Receiving Slips table.
Automatically create asset records.
Update status to "In Stock."
Deployment
Assign assets to users or locations.
Set status to "In Use."
Notify end users with assignment emails.
Maintenance
Use Scheduled Asset Tasks.
Include warranty and support info.
Log incidents or change requests associated with assets.
Retirement
Change status to Retired.
Remove the CI relationship.
Archive financial details.
Trigger the disposal or recycling process.
Reporting and Dashboards
Navigate to Platform Analytics > Library > Data Visualizations.
Use prebuilt reports or create custom ones.
Common Reports
Assets by Location
Assets Near End-of-Life
Software License Utilization
Assigned vs. Unassigned Assets
The ServiceNow platform analytics interface shows the creation page for the "Assets by Location" report, with data fields, visualization options, and report configuration tools visible.
Integration With Other Modules
CMDB
Every asset should ideally link to a CI for complete lifecycle tracking.
Enables incident/problem/change association.
Procurement
Automates asset creation during the purchasing process.
Syncs with vendors and financial approvals.
Discovery & HAM Pro
Discovery auto-populates hardware CIs.
HAM Pro enhances reconciliation, normalization, and barcode scanning.
Use normalization rules to standardize model names and vendors.
SAM Pro
Helps track software usage and compliance.
Automates license harvesting and renewal tracking.
Supports entitlements, reclamation, blacklisting, and true-up reporting.
Common Issues and How To Solve Them
Issues
Solutions
Duplicate Asset Records
Use Reconciliation Rules (HAM Pro)
Implement duplicate detection logic in import transforms
Unlinked CIs
Use Discovery or barcode scanning
Ensure consistent naming conventions
Incomplete Lifecycle Transitions
Implement mandatory fields and validation rules in lifecycle stages
Set up scheduled jobs to catch anomalies
Best Practices From the ServiceNow Community
Use model normalization to reduce inconsistencies.
Always link assets to purchase orders for traceability.
Use Asset Tasks to keep workflows transparent.
Review and clean up stale or inactive assets quarterly.
Enable HAM Pro's Barcode Scanning via the mobile app for physical inventory.
Integrate with ERP tools (e.g., SAP, Oracle) for financial synchronization.
Apply security roles like asset_manager carefully to restrict critical actions.
Conclusion
ServiceNow Asset Management provides IT admins with a robust framework to track and optimize assets through their lifecycle. With the right setup—plugins, models, workflows, and integrations—administrators can significantly improve visibility, reduce costs, and enhance compliance.
IT teams can leverage HAM Pro and SAM Pro for advanced capabilities such as barcode tracking, license compliance, and reconciliation logic. Community best practices and automation through Flow Designer can take your Asset Management implementation from functional to exceptional.
By following the steps above and leveraging community and official documentation, organizations can unlock the full potential of Asset Management in ServiceNow.
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