ServiceNow Hardware Asset Management Frequently Asked Questions

What is ServiceNow?

ServiceNow is a cloud-based platform that assists businesses in efficiently managing their IT services. It focuses on IT Service Management (ITSM), which involves handling incidents (such as fixing broken computers), addressing recurring problems, managing changes to software and hardware, processing service requests (like ordering new equipment), and ensuring that service quality meets agreed standards. ServiceNow's ITSM tools are designed to help companies keep their technology running smoothly and efficiently.

 

What is Hardware Asset Management?

The University of Massachusetts Amherst is leveraging ServiceNow's Hardware Asset Management (HAM) capabilities to manage and track University-owned assets such as computers, tablets, mobile devices, monitors, etc. Hardware asset management will be deployed to campus in a phased approach starting in December 2024. In the first phase, University-owned computers and tablets (iPads) will be tracked. In subsequent phases, mobile phones and other devices will be included in ServiceNow's Hardware Asset Management lifecycle.

 

Why is UMass Amherst using Hardware Asset Management (HAM) to track assets/devices?

Hardware Asset Management enables the University to meet state auditing standards for asset tracking and accountability.

 

I use a university-owned computer for work; what does this mean for me?

If you are using an assigned university-owned computer or tablet for work and you are supported by Administration & Finance IT, Enterprise Desktop Support, Isenberg School of Management Technology Support and Service, you will need to confirm/attest whether you are still in possession of that device/asset and reconfirm possession annually for the life of the asset or assignment.

 

How is the asset confirmation/attestation due date set?

The initial attestation due date is determined by the date the device/asset was assigned to you. Going forward, you'll be required to reconfirm/attest possession of that computer or tablet each year by the anniversary date of the last time the device/asset was confirmed or attested.

 

How will I know when a computer or tablet is assigned to me?

When a computer or tablet is assigned, you'll receive an automated email with the computer or device details and a link to confirm or decline asset possession.

 

Where can I see a list of assets assigned to me?

1. Visit the IT Service Portal at https://umass.service-now.com/sp
2. Select "My Assets" in the upper right-hand corner of the Service Portal. If you're not currently logged in, this will prompt you to log in.
3. Here, you'll see a list of assets assigned to you and their attestation or confirmation status.  
   1. Device Name
   2. Serial number: This can be a unique identifier when confirming your asset(s).
   3. Asset Tag: The UMass Asset Tag assigned to your device is usually located on the bottom or side of your device (Not all devices will have an asset tag). 
   4. Attestation Date: The date you last confirmed the asset. If you haven't confirmed the asset, this date will be blank.
   5. Attested: True, false. If you haven't attested the asset, this will be false. If you have, this will be true.
   6. Attested By: The name of the person who attested or confirmed the asset.
   7. Attestation Status: This field indicates whether the asset has been attested. If not, it will be blank.
   8. Attestation Expires On: The date you need to confirm the asset by.

 

Will I receive a reminder email when it's time to confirm an asset?

Yes, you will receive three reminder emails when it's time to renew your asset attestation. The reminder emails contain a link to confirm your asset(s) seven days, three days, and one day before the Attestation Expires On date.

 

Will I receive an email if I do not confirm an asset in time?

If your attestation is not renewed before the Attestation Expires On date expires, you will receive an email the day after the expiration informing you that you need to confirm the asset(s).

 

I see an asset assigned to me that I no longer have or use. Who do I contact?

Contact your IT support staff; they can unassign you from the asset/device, and the asset will be removed from your list.

 

What happens if I decline an asset? Will it be removed from my asset list?

No, the only way to have an asset removed from your asset list is to contact your IT support team, who can unassign it.

If you decline an asset, your IT support team, the Property Office, and/or the Risk Management team will contact you to discuss why the asset was declined.

 

I accidentally declined an asset. What happens now?

You can select the asset you accidentally declined in your "My Assets" list and confirm it instead.

 

I'm an IT Admin. Since my department is not in ServiceNow, how will we manage our assets?

Nothing will change for you. You will still go through the Property Office and submit the forms available on its website.

 

I'm an IT Admin, and my department is in ServiceNow. We want access to manage our assets in ServiceNow. When can we have access to Hardware Asset Management?

Hardware Asset Management (HAM) in ServiceNow is being rolled out in phases. Administration & Finance IT,  Enterprise Desktop Support, Isenberg School of Management Technology Support & Service, and the Property Office will be included in the first or pilot phase. Other IT departments will be included in the later stages of the HAM rollout. This will allow time to work out any issues during the initial phase before a broader rollout.