TuneUp Your Hardware Asset Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of TuneUp Your Hardware Asset Management

    The TuneUp Your Hardware Asset Management (HAM) Accelerator is designed to help ServiceNow customers assess and improve the health of their Hardware Asset Management implementation. It provides a structured evaluation of current HAM practices and demonstrates how to standardize the asset lifecycle to maximize the value of your HAM investment. This offering is available to customers with Impact Guided, Advanced, and Total packages.

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    Key Features

    • HAM Health Assessment: Includes running a HAM HealthScan portfolio to evaluate the current state of your hardware asset management.
    • Applied Demonstration: Provides a practical demonstration of advanced HAM capabilities to optimize asset lifecycle management.
    • Customer Coaching Sessions: Two coaching sessions are offered:
      • Session 1 (up to 90 minutes) covers advanced HAM features, review of HealthScan results, and leading practice guidance, with 30-day access to a temporary instance.
      • Session 2 (optional, up to 60 minutes) offers a Q&A opportunity and additional support as requested.
    • Temporary Instance Provisioning: Customers receive access to a temporary ServiceNow instance to explore and test HAM features during the engagement.
    • Plugin Installation/Update: Ensures the HAM plugin is current, enabling full access to the latest capabilities.

    Customer Roles and Responsibilities

    Successful engagement requires involvement from various customer roles:

    • Platform Owner (Required): Oversees the overall ServiceNow platform and aligns it with business strategy.
    • System Administrator(s) (Required): Maintains platform stability, manages application support, and implements configuration changes.
    • CMDB Administrator(s) (Required): Maintains the Configuration Management Database, essential for accurate asset tracking.
    • HAM Administrator(s) (Recommended): Manages HAM-specific configurations and operations.
    • Process Owner(s) and Service Manager(s) (Recommended): Ensure processes and services are fit for purpose and aligned with HAM goals.
    • Trusted Service Partners (Recommended): Participate in coaching sessions to support and sustain best practices.

    Practical Benefits

    By engaging with this Accelerator, customers can expect:

    • Improved governance and maintenance of their HAM solution.
    • Greater insight into the effectiveness and adoption of HAM within their organization.
    • Access to leading practices and expert guidance to increase HAM usage and value.
    • A temporary environment to safely explore and implement HAM improvements.

    Additional Information

    This Accelerator may have restrictions for certain environments, such as self-hosted or managed service provider instances. ServiceNow does not implement recommendations directly on customer production or sub-production instances. For detailed terms and access requirements, customers should refer to the applicable Impact Accelerator Description.

    The TuneUp Your Hardware Asset Management (HAM) Accelerator provides guidance on maintaining and governing Hardware Asset Management health to optimize value.

    Overview

    TuneUp Your Hardware Asset Management provides Impact customers with an assessment of their current HAM implementation. This Accelerator includes an  applied demonstration of HAM capabilities to standardize asset lifecycle. Customers obtain assistance for better insight into their HAM investment and  are provided leading practices on how to best increase adoption and usage.

    See Hardware Asset Management for additional information about HAM.

    Note:
    This Accelerator is available for Impact Guided, Advanced, and Total packages.

    Offered pursuant to the applicable Impact Accelerator Description available at https://www.servicenow.com/legal/servicenow-impact.html

    What you get

    Session preparation
    • Provisioning a temporary instance
    • Running HAM HealthScan portfolio
    • Installing or updating the HAM plugin
    Customer coaching session #1 (up to 90 minutes)
    • Includes the following:
      • Overview of advanced HAM capabilities and features
      • Review HealthScan findings
      • Provide leading practices guides and resources
    • Access to the provisioned temporary instance is granted for 30 days
    Customer coaching session #2 (Optional upon customer request – up to 60 minutes)
    Opportunity for Q&A related to Hardware Asset Management

    Requested customer resources

    Table 1. Customer resource and responsibilities
    Customer Resource  Responsibilities 
    Platform Owner (Required) Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.
    System Administrator(s) (Required) Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features.
    CMDB Administrator(s) (Required)  Subject matter expert responsible for maintaining the CMDB.
    HAM Administrator(s) (Recommended) Subject matter expert responsible for managing HAM.
    Process Owner(s) (Recommended) A senior leader within each business unit for each major process or service (e.g., incident, change, employee onboarding) who is accountable for ensuring the process is fit for purpose.
    Service Manager(s) (Recommended) Subject matter expert responsible for managing the applicable service.
    Trusted Service Partners (Recommended) Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward.

    Requested information/access

    Please refer to the applicable Impact Accelerator Description available at https://www.servicenow.com/legal/servicenow-impact.html

    Exclusions

    This Impact Accelerator in its entirety or portions of the Impact Accelerator Activities may not be available to customers in some restricted environments, to self-hosted customers, or in other restricted environments, or to managed service providers, except for their internal  use.

    ServiceNow resources are not responsible for implementing recommendations on customer sub-production or production instances.