ITAM — IT Asset Management (Zero → Pro)

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ممارسة الشاشات: ../html/MASTER_PRACTICE_GUIDE_ALL_TOPICS.html
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Direct Navigation URLs — روابط التنقل المباشرة

Platform target: ServiceNow Australia (Sep 2026) · next EA: Brazil
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HAM · SAM · Procurement · Stockroom · Contracts · CMDB Integration
Professional Implementer, Practice Labs & Consultant Guide
الأسلوب: عربية + إنجليزية تكمّلان بعضهما — بدون ترجمة حرفية لأسماء الشاشات.
Interview deep revision:
File: ../interview/MODULES_INTERVIEW_REVISION.md (§ ITAM)

Related modules:
CMDB.md (CI & relationships) · ITOM.md (Discovery feeds CIs) · ITSM.md (requests) · FSM.md (parts/stockroom) · HRSD.md (employee assets)

ملخص ووصف بالعربية (Arabic Summary)

ملخص في سطر: من الشراء والاستلام حتى النشر والتقاعد — مع امتثال التراخيص (SAM).

وصف مختصر: يغطي alm_asset، الكتالوج، المستودعات، ربط CMDB، واختياري Software Entitlements وreclamation. يتكامل مع ITSM وHRSD.

1) Overview & Business Value

ITAM manages the financial and operational lifecycle of IT assets from request → procure → receive → deploy → maintain → retire. — ITAM = إدارة أصول تقنية المعلومات (عتاد + برمجيات + مخزون + عقود). الهدف: معرفة ماذا تملك، أين هو، من يستخدمه، كم يكلف، وهل البرمجيات مرخّصة بشكل صحيح.

HAM vs SAM vs CMDB (interview must-know)

• CMDB يجيب: “ماذا يتعطل إذا سقط هذا الخادم؟” (تأثير الخدمة).
• ITAM يجيب: “كم لابتوب عندنا؟ من يحمله؟ متى ينتهي العقد؟ هل لدينا تراخيص كافية؟” (مالي + دورة حياة).
• غالبًا سجل الأصل (alm_hardware) يرتبط بـ CI (cmdb_ci_computer) عبر serial / asset tag / model.

Business outcomes (consultant talking points)

• Reduce shadow IT and duplicate purchases.
• Audit-ready hardware/software inventory.
• Optimize license spend (reclamation, true-up).
• Faster onboarding (catalog → PO → asset → user).
• Accurate depreciation and contract renewal.

2) Architecture & Data Model

Service Catalog / Request (ITSM)
 ↓
Procurement (PO → Receive)
 ↓
Asset created (alm_hardware) — state: in_stock
 ↓
Deploy / Assign to user or location
 ↓
In use → Maintain → Retire / Dispose
 ↓
(Optional) SAM: normalize installs → match entitlements → compliance
 ↓
Link to CMDB CI for service impact (cmdb_ci_computer)

Core table hierarchy

alm_asset (base — all assets)
├─ alm_hardware (physical IT hardware)
├─ alm_consumable (consumables — toner, cables)
└─ alm_license (software licenses / entitlements view)

Supporting:
├─ alm_model (product catalog / model)
├─ alm_stockroom (warehouse / depot)
├─ alm_transfer_order (move between stockrooms)
├─ proc_po / proc_po_item (purchase orders)
├─ ast_contract / contract (vendor contracts — SAM)
└─ cmdb_ci_* (configuration — linked, not owned by ITAM)

Key tables (know for CIS & interviews)

Asset lifecycle states (hardware — typical)

الحالات قابلة للتخصيص عبر Asset Lifecycle / workflows — راجع إعداد العميل قبل الامتحان.

ITAM ↔ CMDB relationship

Discovery (ITOM) → creates/updates cmdb_ci_computer
HAM receive/deploy → creates alm_hardware
Integration rule / BR / Asset-CI action → links serial + model
Incident/Change on CI → impact visible; Asset shows financial owner

3) Plugins & Activation

3.1 Plugin / application map

أسماء البلجنز قد تظهر في الواجهة باسم Hardware Asset Management أو IT Asset Management — ابحث بالكلمات: asset, hardware, software, procurement.

3.2 How to activate (step-by-step — practice on PDI)

Step 1 — Open Plugins

Navigate: All > System Definition > Plugins — Open direct

Step 2 — Activate in this order (recommended)

1. Asset Management (com.snc.asset_management) → Activate → wait for completion.
2. Hardware Asset Management (com.snc.hardware_asset_management) → Activate.
3. Procurement (com.snc.procurement) → Activate (if doing PO labs).
4. Software Asset Management → from Store if not in Plugins (license on production).

Step 3 — Store apps (if needed)

Navigate: All > System Applications > All Available Applications > All — Open direct
Search: Hardware Asset, Software Asset, IT Asset
Install / Request → wait for plugin dependency install.

Step 4 — Guided Setup

Navigate: All > Guided Setup — Open direct
Search: IT Asset, Hardware Asset, Procurement
Complete: models, stockrooms, lifecycle, catalog linkage.

Step 5 — Validate menus exist

After activation you should see:

All > Asset
All > Procurement (or Asset > Procurement)

If menus missing: check plugin state = Active, clear cache, verify asset / ham_admin role.

3.3 Activation checklist (consultant)

تنبيه:
فعّل على Sub-Production أولًا. ITAM يغيّر جداول alm_ و proc_ — استخدم Update Set للنقل.

4) Guided Setup & All Options

Guided Setup sections (typical)

Important navigation (admin)

Configuration options consultants set with client

5) End-to-End Process Cycle

Cycle A — Hardware (HAM) full lifecycle

1. Request
 Employee orders "Laptop" from Service Catalog (ITSM)
 → sc_request / sc_req_item created

2. Procure
   Procurement generates proc_po from catalog flow
   → Vendor fulfills → PO line received

3. Receive → Asset
   Receive PO → alm_hardware created (state: in_stock)
   → Stockroom populated

4. Deploy
   Assign to user (assigned_to) → state: in_use
   → Optional: link cmdb_ci_computer (CMDB)

5. Maintain
   Repair / loaner / transfer between stockrooms (alm_transfer_order)

6. Retire
   Retire/dispose → compliance + audit trail
   → May update/remove CI per policy

Cycle B — Software (SAM) high level

Define software model + publisher
 → Create contract + entitlements (seats/metrics)
 → Discovery / integration imports installs (normalized)
 → Reconciliation: installs vs entitlements
 → Compliance dashboard (under/over licensed)
 → Reclamation candidates (unused licenses)

Cycle C — Consumables (stockroom)

Model (consumable) → stock in alm_stockroom
 → FSM / manual issue reduces quantity
 → Reorder when below min (alm_m2m_stockroom_model)

6) Development

6.1 When to customize

• Auto-create asset on PO receive (often OOTB — verify before scripting).
• Link CI when serial number matches Discovery.
• Notify manager on deploy/retire.
• Integration to ERP (cost center, PO number).

6.2 Business Rule example — link CI by serial (concept)

// alm_hardware after insert/update — pseudo pattern
if (current.serial_number && !current.ci) {
 var ci = new GlideRecord('cmdb_ci_computer');
 ci.addQuery('serial_number', current.serial_number);
 ci.query();
 if (ci.next()) {
 current.ci = ci.sys_id;
 current.update();
 }
}

استخدم Asset-CI association OOTB إن وُجد في إصدارك قبل كتابة BR.

6.3 Flow Designer use cases

• Manager approval for expensive hardware catalog request.
• Retire approval before disposal.
• SAM reclamation workflow (notify owner → reclaim).

6.4 Integration patterns

6.5 Script includes & APIs (awareness)

• AssetandCI / asset APIs (version-specific — search instance).
• GlideRecord on alm_hardware, alm_asset — standard platform.
• REST: table API alm_hardware for integrations.

7) Administration

7.1 Key roles

7.2 Role hierarchy

admin
└─ asset_manager / ham_admin / sam_admin
 ├─ procurement_admin
 ├─ stockroom_admin
 └─ asset (operate assigned assets)

7.3 Admin areas

7.4 Security notes

• Restrict retire and cost fields to asset managers.
• Separate stockroom ACLs by location (domain separation in enterprise).
• SAM compliance data may be sensitive — limit sam_admin.

8) Hands-on Labs — تدريب عملي (complete steps)

نفّذ على PDI بعد تفعيل §3. اربط كل lab بملفات: CMDB.md, ITSM.md.

Lab 0 — Prerequisites (15 min)

1. Activate plugins per §3.2.
2. Navigate: All > Guided Setup → complete Hardware Asset foundation. — Open direct
3. Create stockroom:
   - Navigate: All > Asset > Stockrooms → New. — Open direct
   - Name: Riyadh IT Stock, Type: warehouse.
4. Create model:
   - Navigate: All > Asset > Model Library → New. — Open direct
   - Name: Laptop Standard 14”, Category: Computer, Asset class: hardware.

Done when: stockroom + model exist.

Lab 1 — Manual hardware asset (20 min)

1. Navigate: alm_hardware.list → New.
2. Fill:
   - Model: Laptop Standard 14”
   - Stockroom: Riyadh IT Stock
   - Serial number: SN-LAB-001
   - Asset tag: auto or AT-001
3. Save → verify Substate = in_stock (or equivalent).
4. Open record → Deploy (or action menu Deploy):
   - Assigned to: your test user.
   - Verify state → in_use.

Done when: asset assigned and in use.

Lab 2 — Procurement receive → asset (45 min)

A — Vendor (one-time)

1. Navigate: All > Procurement > Vendors → New vendor Lab Vendor. — Open direct

B — Purchase order

2. Navigate: All > Procurement > Purchase Orders → New. — Open direct
3. Add line: Model Laptop Standard 14”, Quantity 2.
4. Submit / approve PO per your instance workflow.

C — Receive

5. Open PO → Receive (or Receive Line).
6. Navigate: alm_hardware.list → filter Created today.
7. Confirm 2 assets, state in_stock, correct stockroom.

D — Deploy one

8. Deploy one laptop to a user; leave one in stock.

Done when: PO received and assets visible in stockroom report.

Lab 3 — Service Catalog → asset (60 min)

1. In ITSM catalog (ITSM.md Lab 2 pattern):
   - Create catalog item Standard Laptop linked to model Laptop Standard 14”.
   - Enable procurement / asset fulfillment per Guided Setup.
2. Order from Service Portal as end user.
3. Fulfill PO → Receive → verify asset created.
4. Assign to requester.

Done when: end-to-end catalog → asset without manual PO entry.

Lab 4 — Stockroom transfer (20 min)

1. Create second stockroom Jeddah IT Stock.
2. Navigate: All > Asset > Transfer Orders → New. — Open direct
3. From: Riyadh → To: Jeddah, select asset in stock.
4. Complete transfer → verify asset stockroom updated.

Lab 5 — Link asset to CI (30 min)

Option A — Manual

1. Create or open cmdb_ci_computer with same serial as Lab 1 asset.
2. On alm_hardware, set Configuration item field to that CI.

Option B — With Discovery (if ITOM active)

1. Run Discovery on a VM with serial (ITOM.md Lab 2).
2. Verify CI created → link or auto-link to asset.

Done when: CI visible on asset form and asset tag on CI (if configured).

Lab 6 — Retire asset (15 min)

1. Open deployed asset → Retire / disposal workflow.
2. Verify state retired / disposed.
3. Confirm assigned_to cleared per policy.

Lab 7 — SAM awareness (30 min — if licensed)

1. Navigate: All > Asset > Software Licenses (or SAM menu). — Open direct
2. Create publisher + software model + license entitlement (e.g. 100 seats).
3. Review compliance dashboard (demo data acceptable on PDI).
4. Interview prep: explain reconciliation without building full connector.

Lab 8 — Consultant dry-run (interview)

Explain in 5 minutes:

1. HAM vs SAM vs CMDB.
2. Catalog → PO → Receive → Deploy.
3. Two stockrooms + transfer.
4. Why retire matters for audit.
5. One integration point (Discovery or ERP).

9) Best Practices & Common Mistakes

Best practices

• Define models before mass asset creation (avoid messy free-text).
• One authoritative stockroom per site; use transfers, not duplicate records.
• Link CI early for service management; keep asset as financial/lifecycle master.
• Use catalog + procurement for joiners — not ad-hoc POs.
• SAM: normalize software titles before entitlement matching.
• Align lifecycle states with HR offboarding (HRSD).

Common mistakes

10) CIS / Interview Focus

High-yield topics

• HAM vs SAM vs CMDB (three-way comparison).
• Tables: alm_asset, alm_hardware, alm_license, proc_po.
• Lifecycle: in_stock → in_use → retired.
• Catalog → REQ/RITM → PO → receive → asset.
• Stockroom, transfer order, model library.
• Contract + entitlement (SAM).
• Integration: Discovery/CI, ERP, HR joiner-leaver.
• Compliance / true-up / reclamation vocabulary.

Sample Q&A

Q: What is the difference between HAM and SAM?
A: HAM manages physical hardware lifecycle and stockrooms. SAM manages software licenses, entitlements, and compliance.

Q: ITAM vs CMDB?
A: CMDB is configuration and service impact. ITAM is asset lifecycle, cost, stockroom, and licensing. They integrate via CI link.

Q: How does a laptop request become an asset?
A: Catalog item → request → procurement PO → receive → alm_hardware in stock → deploy to user.

Q: What table stores the hardware record?
A: alm_hardware (extends alm_asset).

11) Portals, Workspaces, Role Hierarchy & Feature Catalog

11.1 Portals (end users)

الموظف لا يدخل “Asset Workspace” — يطلب من الكتالوج.

11.2 Workspaces & agent UI

روابط Workspace تختلف حسب الإصدار — تحقق من:
All > Now Experience Framework > UI Builder — Open direct

11.3 Role hierarchy

admin
└─ ham_admin / sam_admin / asset_manager
 ├─ procurement_admin
 ├─ stockroom_admin
 ├─ contract_manager (SAM)
 └─ asset (user-level operations)

11.4 Full business cycle (consultant view)

Strategy: HAM scope, SAM scope, CMDB integration policy
 → Models + categories + stockrooms
 → Lifecycle + approvals
 → Catalog + procurement templates
 → PO/Receive/Deploy operations
 → CI linking (Discovery + rules)
 → SAM entitlements + compliance (if licensed)
 → Retire/dispose + audit
 → PA dashboards: stock levels, license position, aging hardware

11.5 Feature catalog

HAM features:
- Model library, stockrooms, transfers.
- Asset lifecycle (deploy, retire, RMA).
- Procurement integration.
- Barcode / asset tag (if enabled).

SAM features:
- Publishers, products, entitlements.
- Normalization, reconciliation, compliance.
- Reclamation, true-up preparation.

Platform integrations:
- ITSM Service Catalog.
- CMDB / Discovery (ITOM).
- FSM parts inventory.
- HRSD onboarding/offboarding.
- GRC (policy attestation on asset data — optional).

12) End-to-End Implementation (Post-Activation)

نفّذ بعد §3 و §4 — مشروع عميل حقيقي أو PDI capstone.

12.1 Application menus map

All > Asset
 ├─ Portfolios / All Assets / Hardware Assets
 ├─ Model Library
 ├─ Stockrooms
 ├─ Transfer Orders
 ├─ Software Licenses (SAM)
 └─ Administration / Properties / Lifecycle
All > Procurement
 ├─ Purchase Orders
 ├─ Vendors
 └─ Receive / Administration
All > Contract Management (SAM contracts)
All > Configuration (CMDB — CI link)
 └─ Computers / CI Class Manager
All > Service Catalog (hardware items)
All > Guided Setup (IT Asset / HAM / SAM)

12.2 Core tables to bookmark

12.3 End-to-end build order (consultant playbook)

12.4 UAT scenarios (minimum)

1. Catalog laptop request → PO → receive → deploy.
2. Transfer between stockrooms.
3. Retire with approval.
4. CI appears on asset after deploy/Discovery.
5. (SAM) Compliance report runs without error.

12.5 Post-go-live operations

• Monthly stockroom reconciliation.
• Quarterly SAM true-up review.
• Annual model catalog cleanup.
• CMDB ↔ Asset reconciliation report.

Quick reference — module relationships

 ITSM (catalog/request)
 ↓
 Procurement (PO)
 ↓
 ITAM (alm_hardware)
 ↙ ↘
 HAM SAM
 ↓ ↓
 stockroom licenses
 ↓
 CMDB (cmdb_ci) ← ITOM Discovery
 ↓
 ITSM incident (CI impact)

Study path:
- Foundation: CMDB.md → ITAM.md (this file) → ITOM.md
- Service: ITSM.md → HRSD.md / FSM.md
- Interview: ../interview/MODULES_INTERVIEW_REVISION.md
- Plat4mation ITAM prep: ../interview/PLAT4MATION_INTERVIEW_PREP.md

13) Options & Instance Notes

14) Implementation Scenarios, Options, Best Practices & Customizations

Playbook: MODULE_IMPLEMENTATION_PLAYBOOK.md → ITAM · Labs: §8

14.1 Scenarios

14.2 Options matrix

14.3 Plugins (order)

com.snc.asset_management → com.snc.hardware_asset_management → com.snc.procurement → SAM (Store)

14.4 Roles

ham_admin, sam_admin, procurement_admin, stockroom_admin, asset, contract_manager.

14.5 Common developments

Catalog fulfillment flows, transfer orders, ERP outbound REST, barcode scanning, HR joiner/leaver asset tasks, reclamation workflows (SAM), custom depreciation fields.

14.6 Best practices

Model library before bulk assets; never skip stockroom reconciliation; align retire with HR offboarding.

14.7 Go-live

• [ ] Catalog→PO→receive UAT
• [ ] CI link policy documented
• [ ] SAM true-up process (if S3)

15) Zero-to-Hero End-to-End Implementation (Scratch → Go-Live)

Framework: MODULE_ZERO_TO_HERO_CONSULTING.md · Labs §8

من مكتبة Models حتى Catalog → PO → Asset → Retire.

15.1 Business goals

15.2 Phase 0 — Discover

Asset types, stockrooms, procurement process, joiner/leaver, SAM scope.

15.3 Phase 1 — Activate (order)

Asset → HAM → Procurement → SAM (Store).

15.4 Phase 2 — Foundation (Week 2–4)

Models, categories, stockrooms, vendors, lifecycle states.

15.5 Phase 3 — HAM process (Week 4–8)

Catalog item → PO → receive → deploy → transfer → retire (§8 labs).

15.6 Phase 4 — CMDB link (Week 6–8)

Serial match policy, Discovery optional (CMDB.md).

15.7 Phase 5 — SAM (if S3) (Week 8–12)

Entitlements, discovery source, compliance dashboard, reclamation.

15.8 Phase 6 — UAT & go-live

End-to-end laptop request, stockroom reconciliation, ERP mock.

15.9 Phase 7 — Operate

Monthly stock take, SAM true-up quarterly, model catalog cleanup.

15.10 Master checklist

• [ ] Plugins · [ ] Catalog→asset UAT · [ ] Roles · [ ] ERP integration optional

16) Full E2E Practice · Pages · Requirements · Options (AR + EN)

HAM + SAM Pro · Links to CMDB.md and catalog (ITSM.md).

16.1 Business goals

Why buy ITAM: English: Know what you own, where it is, and whether software is licensed. — ITAM يربط شراء → مخزون → مستخدم → تقاعد ويمنع غرامات التراخيص.

16.2 Requirements

16.3 Consultation cycle

16.4 Options (A / B / C)

16.5 All pages (Navigate)

16.6 Full PDI lab — HAM track (14 steps)

SAM add-on (if licensed): Create software model → entitlement → run discovery → compliance dashboard → reclamation candidate.

16.7 Sign-off

• [ ] Model catalog approved · [ ] Stockroom owners named · [ ] Catalog→deploy tested · [ ] SAM true-up process documented (if SAM)

§17 — Power User Playbook (ITAM)

Daily operating manual for HAM Pro, SAM Pro, Procurement & Audit.
دليل التشغيل اليومي لإدارة العتاد، البرمجيات، الشراء، والتدقيق.

17.1 Personas & Daily Mission

17.2 Day-in-Life — A Typical Monday

08:00 Open new-hire queue (HR Cases linked to assets)
 → All > User Administration > Users (filter: created last 24h)
 → For each: assign laptop, monitor, headset from stockroom.

09:00 Stockroom count check at HQ
→ All > Asset > Stockrooms → HQ IT → verify physical vs system. — Open direct

10:00 Vendor reconciliation: open vendor portal export →
diff against alm_asset → flag missing receipts.

11:00 SAM Workbench — License Position
→ All > Software Asset > Licensing — Open direct
Investigate any “Non-compliant” lines.

13:00 EOL hardware retirement batch
→ alm_hardware.list filter: warranty < today, in_use=false
→ Bulk Retire → schedule disposal.

14:00 Procurement: receive PO #INV-3421 (2 laptops) → stockroom in_stock.

15:00 Audit prep — pull random 25 hardware assets, verify physical tags.

16:30 Refresh forecast (3-yr lifecycle): export to Power BI. — يوم الاثنين النموذجي: تعيينات الموظفين الجدد، جرد المستودع، تسوية المورد، الموقف التراخيصي، تقاعد العتاد، استلام PO، وعينة تدقيق.

17.3 Hardware Asset Manager (HAM Pro) Recipes

Recipe A — Create asset model + product model linkage

1. Navigate: All > Asset > Model Categories → ensure category exists (Computer / Monitor / Peripheral). — Open direct
2. Navigate: All > Asset > Model Library → New: — Open direct
   - Name: Dell Latitude 7450 — i7 — 16GB
   - Manufacturer: Dell
   - Asset class: hardware
   - Model categories: Computer
   - Hardware type: Laptop
3. Optional product model (for SAM/Procurement linkage):
   - Navigate: All > Product Catalog > Product Models → link via Model field. — Open direct
4. Bind cost: Set acquisition cost, depreciation method (SL straight line, 36 months).

// Bulk-create models from CSV (background script)
var rows = [
 { name: 'Dell Latitude 7450', mfr: 'Dell', type: 'Laptop', cost: 2200 },
 { name: 'HP EliteBook 845', mfr: 'HP', type: 'Laptop', cost: 2050 },
 { name: 'iPhone 15 Pro', mfr: 'Apple', type: 'Phone', cost: 1500 }
];
rows.forEach(function(r) {
 var m = new GlideRecord('cmdb_model');
 m.initialize();
 m.name = r.name;
 m.manufacturer.setDisplayValue(r.mfr);
 m.hardware_type = r.type;
 m.cost = r.cost;
 m.asset_class = 'hardware';
 m.insert();
});

عرّف الفئة ثم الموديل، اربط الموديل بالكتالوج، حدد التكلفة وطريقة الإهلاك.

Recipe B — Stockroom inventory adjustments

1. Navigate: All > Asset > Stockrooms → open stockroom. — Open direct
2. Related list Stockroom Items → counts per model.
3. To adjust (audit corrections):

// Adjust quantity for a consumable stockroom row
var row = new GlideRecord('alm_consumable');
row.addQuery('model.name', 'Cat6 Cable 2m');
row.addQuery('stockroom.name', 'HQ IT');
row.query();
if (row.next()) {
 var delta = 50;
 row.quantity = parseInt(row.quantity, 10) + delta;
 row.work_notes = 'Quarterly audit reconciliation +' + delta;
 row.update();
}

For hardware (serialized): use Transfer Order instead of mass-edit.

Recipe C — Asset assignment to user via portal

1. Navigate: /sp → catalog item Request a Laptop.
2. End-user submits → RITM created → Procurement task fires.
3. Fulfiller side: Navigate: All > Asset > Hardware Assets → state in_stock → click Deploy. — Open direct
4. Set assigned_to, location, deployment date → state moves to in_use.

Auto-deploy on new hire (Business Rule on sys_user after insert):

(function executeRule(current) {
 if (!current.department || current.department.getDisplayValue() != 'Engineering') return;
 var asset = new GlideRecord('alm_hardware');
 asset.addQuery('model.short_description', 'CONTAINS', 'Laptop');
 asset.addQuery('install_status', '6'); // In stock
 asset.setLimit(1);
 asset.query();
 if (asset.next()) {
 asset.assigned_to = current.sys_id;
 asset.install_status = '1'; // Installed/In use
 asset.update();
 gs.eventQueue('asset.assigned', asset, current.email, '');
 }
})(current);

المستخدم يطلب من البوابة، الموظف ينفّذ النشر، أو BR ينفذها تلقائيًا للهندسة.

Recipe D — Asset → Incident linkage

1. On an Incident record → Affected CI = laptop’s CI.
2. Form auto-displays linked asset (alm_hardware) via Asset/CI relationship.
3. To enforce link in BR:

// Before BR on incident — copy asset from CI
(function(current) {
 if (!current.cmdb_ci || current.u_asset) return;
 var asset = new GlideRecord('alm_hardware');
 asset.addQuery('ci', current.cmdb_ci);
 asset.setLimit(1);
 asset.query();
 if (asset.next()) current.u_asset = asset.sys_id;
})(current);

Recipe E — Retirement workflow (wipe, dispose, recycle)

State machine:

in_use → retired (logical retirement, kept on record)
retired → disposed (physically gone)
Sub-states for tracking:
- pending_wipe
- pending_disposal_vendor
- disposal_certificate_received

Steps:

1. Open asset → action Retire.
2. Trigger flow: ITAM Retire:
   - Create wipe task → assigned to Field Tech.
   - Field Tech uploads certificate (attachment).
   - Send to disposal vendor.
   - Vendor returns certificate of destruction (CoD).
   - Asset moved to disposed, retired_date stamped.

// Validate disposal certificate uploaded
(function executeRule(current) {
 if (current.install_status != '7' /* Retired */) return;
 var att = new GlideRecord('sys_attachment');
 att.addQuery('table_name', 'alm_hardware');
 att.addQuery('table_sys_id', current.sys_id);
 att.addQuery('file_name', 'CONTAINS', 'CoD');
 att.query();
 if (!att.hasNext()) {
 gs.addErrorMessage('Cannot fully retire without Certificate of Destruction attached.');
 current.setAbortAction(true);
 }
})(current);

Recipe F — RMA workflow

1. Asset in in_use → Issue reported → set substate pending_repair.
2. Open ticket with vendor (RMA number captured in u_rma_number).
3. Track loaner (separate asset record) issued to user during RMA.
4. On return: vendor sends replacement → swap serials in record, attach RMA doc, return loaner to stock.

Recipe G — Disposal certificate upload

Add the Attachment UI Action with required-attachment validation (see Recipe E script). Store certs in dedicated table u_disposal_certificates for audit. — وصفات HAM: موديلات، مستودع، تخصيص، ربط حادثة، تقاعد، RMA، شهادات التخلص.

17.4 Software Asset Manager (SAM Pro) Recipes

Recipe A — Publisher onboarding (Microsoft, Adobe, Oracle, SAP)

1. Navigate: All > Software Asset > Libraries > Software Publishers. — Open direct
2. Verify publisher exists (curated content normally pre-loaded).
3. If missing → New (rare): include normalization rules and product mapping.
4. Navigate: All > Software Asset > Libraries > Software Models → assign content publisher. — Open direct
5. Activate Content Service subscription so SN keeps the library updated.

Vendor-specific notes:

Recipe B — License Position calculation

1. Navigate: All > Software Asset > Licensing > License Workbench. — Open direct
2. Select software (e.g. Adobe Acrobat Pro).
3. Workbench shows: Entitlements vs Installations vs Compliance Position.
4. Click Recalculate to force engine run.

// Recalc license positions programmatically
var calc = new sn_sam.LicenseEngineAPI();
var sw = new GlideRecord('cmdb_software_product_model');
sw.addQuery('install_status', '1');
sw.query();
while (sw.next()) calc.scheduleReconciliation(sw.sys_id);

Recipe C — True-up / true-down

True-up = buy more licenses to cover overage.
True-down = retire entitlements not needed (or harvest).

Quarterly process:

1. Export License Position to CSV.
2. Highlight rows where Compliance < 0 (over-deployed) → True-up purchase.
3. Highlight rows where Compliance > 25% buffer → True-down candidate.
4. Approval via CHG → update entitlement quantity → re-run engine.

Recipe D — Reclamation policy (idle 90d)

1. Navigate: All > Software Asset > Reclamation > Reclamation Candidates. — Open direct
2. Configure rule: “Reclaim if last_used > 90 days AND no exception”.
3. Reclamation rule script (custom):

var sw = new GlideRecord('cmdb_sam_sw_install');
sw.addQuery('publisher.name', 'Adobe');
sw.addQuery('last_used', '<', gs.daysAgoStart(90));
sw.query();
while (sw.next()) {
 var rec = new GlideRecord('samp_sw_reclamation_candidate');
 rec.initialize();
 rec.installation = sw.sys_id;
 rec.user = sw.installed_on.assigned_to;
 rec.policy = 'Idle 90 days';
 rec.insert();
}

4. Approval flow notifies user → 14 days to justify → else automated uninstall via SCCM/Intune spoke.

Recipe E — Engineering vs Standard editions

Distinguish via Software Model Edition field; license metric tracked separately. Engineering edition often costlier — bind to Engineering AD group only.

Recipe F — Subscription vs Perpetual

Recipe G — SaaS license discovery (M365, Salesforce)

1. Navigate: All > SaaS License Management > SaaS Subscriptions. — Open direct
2. New connector → Microsoft 365 (OAuth app reg) or Salesforce (OAuth + refresh token).
3. Connector pulls: users, license SKUs, last login, usage.
4. Reclamation rule: license = E5 AND last login > 60d → propose downgrade to E3 or remove. — وصفات SAM: قواعد الموردين، حساب الموقف، true-up/down، الاسترداد، الإصدارات، SaaS.

17.5 Procurement Recipes

Recipe A — Catalog item → PO → vendor → receipt → asset creation

1. Catalog item "Request Laptop" → variables: model, justification.
2. Manager approval (Flow Designer).
3. Procurement task creates proc_po and proc_po_item.
4. Send to vendor (manual or via EDI/spoke).
5. Vendor confirms → expected delivery.
6. Receive PO line → quantity → alm_hardware created with serial input.
7. Stockroom set automatically; state in_stock.

UI Path: PO record → Receive Line button → enter received qty + serials → asset(s) auto-create.

Recipe B — Vendor scorecards

// PA-style aggregate of vendor performance
var agg = new GlideAggregate('proc_po');
agg.addQuery('vendor', '!=', '');
agg.addAggregate('COUNT');
agg.addAggregate('AVG', 'u_days_to_deliver');
agg.groupBy('vendor');
agg.query();
while (agg.next()) {
 gs.info('Vendor ' + agg.getDisplayValue('vendor') +
 ' POs=' + agg.getAggregate('COUNT') +
 ' avgDays=' + agg.getAggregate('AVG', 'u_days_to_deliver'));
}

Build PA indicator Vendor On-Time Delivery % to feed scorecard widget. — الكتالوج يبدأ بطلب → PO → استلام → أصل؛ ولوحات الموردين تقاس عبر مؤشرات PA.

17.6 Audit Recipes

Recipe A — Surprise audit playbook

1. Auditor pulls random 25 hardware assets across sites.
2. Asset Manager retrieves physical asset (or photo evidence + signed user).
3. Cross-check: serial, location, assignee.
4. Mark audit results in alm_asset_audit table.
5. Discrepancies → corrective action ticket.

// Random sample of 25 in_use assets
var sample = new GlideRecord('alm_hardware');
sample.addQuery('install_status', '1');
sample.orderBy('sys_id'); // deterministic — auditor seeds another way for true random
sample.setLimit(25);
sample.query();
while (sample.next()) gs.info(sample.asset_tag + ' | ' + sample.assigned_to.getDisplayValue());

Recipe B — Evidence collection

• Hardware: photo of asset tag + serial + signed acknowledgement (PDF in attachments).
• Software: License purchase order + entitlement reference.
• Disposal: Certificate of Destruction.

Standard naming: EVD--.pdf.

Recipe C — Compliance attestation

Quarterly: managers attest to assets in their cost center via Employee Center attestation campaign (HR Case if no SAM Audit module). — وصفات التدقيق: عينة عشوائية، أدلة مرفقة، شهادات تخلص، حملة شهادة الامتثال الفصلية.

17.7 Top 20 ITAM Scripts (working snippets)

1. Auto-assign asset on user creation

(function executeRule(current) {
 if (!current.department || current.employee_number == '') return;
 var asset = new GlideRecord('alm_hardware');
 asset.addQuery('model.short_description', 'CONTAINS', 'Laptop');
 asset.addQuery('install_status', '6');
 asset.setLimit(1);
 asset.query();
 if (asset.next()) {
 asset.assigned_to = current.sys_id;
 asset.install_status = '1';
 asset.update();
 gs.eventQueue('asset.assigned.new.hire', asset, current.email, '');
 }
})(current);

2. License Position recalculator (scheduled)

var sw = new GlideRecord('cmdb_software_product_model');
sw.addQuery('install_status', '1');
sw.query();
var engine = new sn_sam.LicenseEngineAPI();
while (sw.next()) engine.scheduleReconciliation(sw.sys_id);
gs.info('Triggered SAM reconciliation for ' + sw.getRowCount() + ' titles');

3. Idle SaaS license reclaimer

var idle = new GlideRecord('cmdb_ci_spkg');
idle.addQuery('publisher.name', 'Microsoft');
idle.addQuery('last_used', '<', gs.daysAgoStart(60));
idle.query();
while (idle.next()) {
 var t = new GlideRecord('sam_reclamation_task');
 t.initialize();
 t.subject = 'Reclaim ' + idle.getDisplayValue('name');
 t.user = idle.installed_on.assigned_to;
 t.policy = 'Idle 60d SaaS';
 t.due = gs.daysAgoStart(-14);
 t.insert();
}

4. Hardware refresh forecaster (3-yr lifecycle)

var due = new GlideRecord('alm_hardware');
due.addQuery('purchase_date', '<', gs.daysAgoStart(3 * 365));
due.addQuery('install_status', '1');
due.query();
gs.info('Assets eligible for refresh: ' + due.getRowCount());
while (due.next()) {
 gs.info(due.asset_tag + ' | ' + due.assigned_to.getDisplayValue() +
 ' | bought ' + due.purchase_date);
}

5. Stockroom rebalance recommender

var sites = ['HQ IT', 'Branch JED', 'Branch DXB'];
sites.forEach(function(s) {
 var cnt = new GlideAggregate('alm_hardware');
 cnt.addQuery('stockroom.name', s);
 cnt.addQuery('install_status', '6'); // in_stock
 cnt.addAggregate('COUNT');
 cnt.query();
 cnt.next();
 gs.info(s + ' in-stock = ' + cnt.getAggregate('COUNT'));
});

6. Asset → CI sync (on insert/update)

(function executeRule(current) {
 if (!current.serial_number || current.ci) return;
 var ci = new GlideRecord('cmdb_ci_computer');
 ci.addQuery('serial_number', current.serial_number);
 ci.setLimit(1);
 ci.query();
 if (ci.next()) {
 current.ci = ci.sys_id;
 ci.asset = current.sys_id;
 ci.update();
 }
})(current);

7. Auto-create asset from PO receipt

// Triggered after proc_po_item.received = quantity
(function executeRule(current, previous) {
 if (current.received != current.quantity) return;
 var i;
 for (i = 0; i < current.quantity; i++) {
 var a = new GlideRecord('alm_hardware');
 a.initialize();
 a.model = current.model;
 a.stockroom = current.delivery_stockroom;
 a.po = current.po.sys_id;
 a.purchase_date = gs.nowDateTime();
 a.install_status = '6';
 a.insert();
 }
})(current, previous);

8. EOL hardware report

var eol = new GlideRecord('alm_hardware');
eol.addQuery('end_of_life', '<', gs.daysAgoStart(-90));
eol.addQuery('install_status', '1');
eol.query();
while (eol.next()) {
 gs.info('EOL within 90d: ' + eol.asset_tag + ' / ' + eol.model.getDisplayValue());
}

9. Bulk-update warranty from manufacturer API

var assets = new GlideRecord('alm_hardware');
assets.addQuery('manufacturer.name', 'Dell');
assets.addQuery('warranty_expiration', '');
assets.query();
while (assets.next()) {
 var resp = new sn_ws.RESTMessageV2();
 resp.setEndpoint('https://api.dell.com/asset/v1/asset-entitlements/' + assets.serial_number);
 resp.setHttpMethod('GET');
 resp.setRequestHeader('apikey', gs.getProperty('dell.api.key'));
 var body = JSON.parse(resp.execute().getBody());
 if (body && body.endDate) {
 assets.warranty_expiration = body.endDate;
 assets.update();
 }
}

10. License compliance dashboard refresher

var refresh = new GlideRecord('pa_scores_history_recompute');
refresh.initialize();
refresh.indicator.setDisplayValue('License Compliance %');
refresh.insert();
gs.info('PA recompute triggered for License Compliance');

11. Vendor reconciliation diff

// Compare vendor export staging table vs alm_hardware
var staging = new GlideRecord('u_vendor_export_stg');
staging.query();
while (staging.next()) {
 var found = new GlideRecord('alm_hardware');
 found.addQuery('serial_number', staging.serial);
 if (!found.get(found.sys_id)) {
 gs.info('Missing in SN: ' + staging.serial);
 }
}

12. Asset lifecycle state machine

function setState(asset, newState) {
 var allowed = {
 '6': ['1', '7'], // in_stock → in_use | retired
 '1': ['3', '7'], // in_use → in_maintenance | retired
 '3': ['1', '7'], // in_maintenance → in_use | retired
 '7': ['8'] // retired → disposed
 };
 var current = asset.install_status + '';
 if (!allowed[current] || allowed[current].indexOf(newState + '') < 0) {
 gs.addErrorMessage('Illegal state transition ' + current + ' → ' + newState);
 return false;
 }
 asset.install_status = newState;
 asset.update();
 return true;
}

13. Auto-retire on offboarding

// BR on sys_user — active changes from true to false
(function executeRule(current, previous) {
 if (current.active || !previous.active) return;
 var a = new GlideRecord('alm_hardware');
 a.addQuery('assigned_to', current.sys_id);
 a.addQuery('install_status', '1');
 a.query();
 while (a.next()) {
 a.assigned_to = '';
 a.install_status = '6'; // back to stock pending wipe
 a.work_notes = 'Auto-returned to stock on user offboarding';
 a.update();
 }
})(current, previous);

14. Cost per asset by department

var agg = new GlideAggregate('alm_hardware');
agg.addAggregate('SUM', 'cost');
agg.addAggregate('COUNT');
agg.groupBy('department');
agg.query();
while (agg.next()) {
 gs.info(agg.getDisplayValue('department') +
 ' assets=' + agg.getAggregate('COUNT') +
 ' totalCost=' + agg.getAggregate('SUM', 'cost'));
}

15. SaaS user provisioner via API (Salesforce example)

function provisionSF(email, profileId) {
 var rm = new sn_ws.RESTMessageV2('Salesforce', 'createUser');
 rm.setStringParameterNoEscape('email', email);
 rm.setStringParameterNoEscape('profileId', profileId);
 var resp = rm.execute();
 return resp.getStatusCode() == 201;
}

16. Mass-import via Import Set

1. All > System Import Sets > Load Data → upload CSV (alm_hardware_import).
2. Create Transform Map → target alm_hardware → match on serial_number (coalesce).
3. Schedule import to run nightly from FTP/SFTP.

Script step in transform:

(function transformRow(source, target) {
 if (!target.model && source.model_name) {
 var m = new GlideRecord('cmdb_model');
 m.addQuery('name', source.model_name);
 m.setLimit(1);
 m.query();
 if (m.next()) target.model = m.sys_id;
 }
 if (target.cost == '' && source.cost) target.cost = source.cost;
})(source, target);

17. Software install detector via CMDB

var inst = new GlideAggregate('cmdb_sam_sw_install');
inst.addAggregate('COUNT');
inst.groupBy('publisher');
inst.groupBy('display_name');
inst.query();
while (inst.next()) {
 gs.info(inst.getDisplayValue('publisher') + ' | ' +
 inst.getDisplayValue('display_name') + ' = ' +
 inst.getAggregate('COUNT'));
}

18. License borrow/return for floating licenses

function borrow(license, user) {
 var lic = new GlideRecord('alm_license');
 if (!lic.get(license)) return false;
 if (lic.available <= 0) return false;
 lic.available--;
 lic.update();
 var loan = new GlideRecord('u_license_loan');
 loan.initialize();
 loan.license = license;
 loan.user = user;
 loan.borrowed_at = gs.nowDateTime();
 return loan.insert();
}
function returnLic(loanId) {
 var loan = new GlideRecord('u_license_loan');
 if (!loan.get(loanId)) return false;
 var lic = new GlideRecord('alm_license');
 lic.get(loan.license);
 lic.available++;
 lic.update();
 loan.returned_at = gs.nowDateTime();
 loan.update();
 return true;
}

19. Asset tag printer integration (Zebra Bridge)

function printLabel(assetSysId, printerName) {
 var a = new GlideRecord('alm_hardware');
 if (!a.get(assetSysId)) return;
 var zpl = '^XA^FO50,50^BCN,80,Y,N,N^FD' + a.asset_tag + '^FS^XZ';
 var rm = new sn_ws.RESTMessageV2();
 rm.setEndpoint(gs.getProperty('printer.bridge.url') + '/print');
 rm.setHttpMethod('POST');
 rm.setRequestBody(JSON.stringify({ printer: printerName, zpl: zpl }));
 rm.execute();
}

20. Auto-renew warranty reminder

var warn = new GlideRecord('alm_hardware');
warn.addQuery('warranty_expiration', '>=', gs.daysAgoStart(-60));
warn.addQuery('warranty_expiration', '<=', gs.daysAgoStart(-30));
warn.addQuery('install_status', '1');
warn.query();
while (warn.next()) {
 gs.eventQueue('asset.warranty.expiring',
 warn,
 warn.assigned_to.getDisplayValue(),
 warn.warranty_expiration + '');
}

عشرون سكربتًا جاهزًا تغطي تخصيص الأصول، التراخيص، الاسترداد، الاستلام، التقاعد، الجرد، والتكاملات.

17.8 Power User Cheat Sheet

alm_asset.list → All assets
alm_hardware.list → Hardware only
alm_consumable.list → Consumables
alm_license.list → Licenses
alm_stockroom.list → Stockrooms
alm_transfer_order.list → Transfers
proc_po.list → Purchase orders
proc_po_item.list → PO line items
cmdb_software_product_model.list → Software models
cmdb_sam_sw_install.list → Discovered installs
samp_sw_reclamation_candidate.list → Reclamation queue
alm_asset_audit.list → Audit history

الجداول الأكثر استخدامًا — احفظها كروابط مفضلة.

§18 — From-Scratch Implementation (Day 0 → Day 30)

Calendar to take ITAM (HAM + SAM + Procurement) from blank instance to Go-Live in 30 working days.
خطة 30 يوم عمل لإطلاق ITAM من الصفر إلى الإنتاج.

Sequence assumes Australia release. Combine with CMDB.md and ITOM.md Day 0 if discovery feeds installs.
الترتيب لإصدار أستراليا — اربطه بـ CMDB وITOM إذا الاكتشاف يغذي SAM.

18.0 Overview Calendar

Week 1 → Day 0–5 Foundation (plugins, models, stockrooms)
Week 2 → Day 6–11 Bulk import, Workspaces, Mobile
Week 3 → Day 12–17 Software discovery, SAM engine first run
Week 4 → Day 18–23 Reclamation, contracts, procurement integration
Week 5 → Day 24–30 Catalog, ACLs, ATF, Training, Go-Live

خمسة أسابيع — أساس HAM، استيراد، SAM، عقود/شراء، إطلاق.

18.1 Day 0 — Pre-flight (inventory + tool sunsetting)

Outputs (must exist before Day 1):

⚠️ Warning: Garbage in = garbage out. Spend an extra Day 0 on inventory cleanup; you can’t recover from this later. — يوم صفر هو الجرد والعقود وقائمة الموردين وخطة إخراج الأدوات القديمة. لا تختصره.

18.2 Day 1 — Activate plugins

All > System Definition > Plugins → activate in this exact order:

1. com.snc.asset_management (base alm_*)
2. com.snc.ham (HAM Pro)
3. com.snc.sam_engine (SAM engine)
4. com.snc.software_asset_management (SAM Pro)
5. com.snc.procurement (PO + Receive)
6. com.snc.contract_management (Contracts)
7. com.snc.itam_workspace (HAM/SAM Workspace UI)

Verify:

['com.snc.ham','com.snc.sam_engine','com.snc.software_asset_management','com.snc.procurement']
.forEach(function(p) {
 var gr = new GlideRecord('sys_plugins');
 gr.addQuery('source', p);
 gr.query(); gr.next();
 gs.info(p + ' active=' + gr.active);
});

Set release-correct properties:

All > Asset > Administration > Properties:
 glide.itam.asset_tag_prefix = HR-AT-
 glide.itam.auto_generate_tag = true
 glide.itam.lifecycle.allow_reuse = false

فعّل البلجنز بالترتيب: Asset → HAM → SAM Engine → SAM Pro → Procurement → Contracts → Workspace.

18.3 Day 2–3 — Product Catalog + Models

Day 2 — Categories:

1. Navigate: All > Asset > Model Categories → New per type (Laptop, Desktop, Monitor, Phone, Tablet, Headset, Server, Network Device). — Open direct
2. Map category to Asset class (hardware/consumable/license).
3. Bind suggested lifecycle (3 yr laptop, 5 yr monitor).

Day 3 — Models (bulk):

// Seed 30 standard models — adjust to client catalog
var standard = [
 { name: 'Dell Latitude 7450', mfr: 'Dell', cat: 'Computer', life: 36, cost: 2200 },
 { name: 'HP EliteBook 845', mfr: 'HP', cat: 'Computer', life: 36, cost: 2050 },
 { name: 'Dell P2723QE Monitor',mfr: 'Dell', cat: 'Monitor', life: 60, cost: 650 },
 { name: 'iPhone 15 Pro', mfr: 'Apple', cat: 'Phone', life: 24, cost: 1500 },
 { name: 'Logitech MX Master 3',mfr: 'Logitech',cat: 'Peripheral',life: 36,cost: 130 }
];
standard.forEach(function(r) {
 var m = new GlideRecord('cmdb_model');
 m.initialize();
 m.name = r.name;
 m.manufacturer.setDisplayValue(r.mfr);
 m.model_categories.setDisplayValue(r.cat);
 m.asset_class = 'hardware';
 m.cost = r.cost;
 m.depreciation_schedule = 'SL ' + r.life + 'm';
 m.insert();
});
gs.info('Seeded ' + standard.length + ' models');

Exit criteria: Asset Manager signs off model catalog. — عرّف الفئات ثم الموديلات؛ ادفعها كقالب ثم وسّع.

18.4 Day 4–5 — Stockrooms + Locations + Cost Centers

Day 4 — Locations:

1. Navigate: All > Configuration > Locations → ensure each office/site exists. — Open direct
2. Hierarchy: Country → City → Building → Floor (optional).

Day 5 — Stockrooms + Cost Centers:

1. Navigate: All > Asset > Stockrooms → New per site: — Open direct
   - Name: HQ-IT-Stock-RUH
   - Type: warehouse
   - Location: HQ Building
   - Manager: stockroom owner
2. Navigate: All > Finance > Cost Centers → seed 20–30 cost centers. — Open direct
3. Link each Department to a Cost Center.

// Seed stockrooms
var sites = [
 { name: 'HQ-IT-Stock-RUH', loc: 'HQ Building' },
 { name: 'JED-IT-Stock', loc: 'Jeddah Office' },
 { name: 'DXB-IT-Stock', loc: 'Dubai Office' }
];
sites.forEach(function(s) {
 var sr = new GlideRecord('alm_stockroom');
 sr.initialize();
 sr.name = s.name;
 sr.type = 'warehouse';
 sr.location.setDisplayValue(s.loc);
 sr.insert();
});

أنشئ المواقع، المستودعات، ومراكز التكلفة قبل أي استيراد.

18.5 Day 6–7 — Asset classes + lifecycle states

Day 6 — Lifecycle states & substates:

Configure via All > Asset > Administration > Lifecycle Configuration. — Open direct

Day 7 — Add state machine ACL (apply §17.7 script #12 as Before BR). — حدد الحالات والمراحل الفرعية، فعّل قواعد الانتقال عبر BR.

18.6 Day 8–9 — Bulk import existing hardware from Excel

Day 8 — Prepare:

1. Clean source CSV → required columns: asset_tag, serial_number, model_name, assigned_to_email, location, install_status, purchase_date, cost.
2. Create Import Set table:
   - Navigate: All > System Import Sets > Load Data → new staging. — Open direct

Day 9 — Transform:

1. Create Transform Map → target alm_hardware.
2. Coalesce on serial_number.
3. Add script step (see §17.7 script #16) for model lookup.
4. Run import → validate counts vs source.

Validation:

var diff = new GlideRecord('u_hardware_import_stg');
diff.addQuery('sys_import_state', '!=', 'inserted');
diff.addQuery('sys_import_state', '!=', 'updated');
diff.query();
gs.info('Failed rows: ' + diff.getRowCount());
while (diff.next()) gs.info(diff.serial_number + ' → ' + diff.sys_import_state_comment);

Exit criteria: ≥98% of records imported; failures triaged.

⚠️ Pilot import on 100 rows first. Then full batch. Never run full import without rollback plan. — استورد عينة 100 صف، صحح الفشل، ثم الدفعة الكاملة. لا استيراد بدون خطة تراجع.

18.7 Day 10–11 — Asset Workspace + Mobile (asset receiver)

Day 10 — Asset Workspace:

1. Navigate: Application Navigator → search Hardware Asset Management workspace.
2. Configure dashboards: by stockroom, by state, age distribution.
3. Add Saved Filters: My Stockroom, My Sites, Pending Disposal.

Day 11 — Mobile asset receiver:

1. Navigate: All > Mobile Apps > Mobile App Builder → use Agent mobile app. — Open direct
2. Enable barcode scanning action: target alm_hardware, key field asset_tag.
3. Stockroom staff workflow:

1. Open Mobile Agent → Scan asset tag.
2. App opens asset record.
3. Quick action: Deploy → pick user → confirm.
4. State auto-updates; receipt SMS to user.

فعّل Workspace ومسح الباركود على الجوال لتسهيل الاستلام والنشر.

18.8 Day 12–13 — Software discovery via ITOM (cmdb_sam_sw_install)

Prerequisite: ITOM.md § Discovery is live.

Day 12 — Connect normalization sources:

1. Navigate: All > Software Asset > Libraries > Discovery Sources. — Open direct
2. Validate ServiceNow Discovery is active source (populates cmdb_sam_sw_install).
3. Add SCCM/Intune connector if needed.

// Trigger SAM normalization
var n = new sn_sam.SAMEngineAPI();
n.normalizeUnnormalizedInstalls();
gs.info('Triggered SAM normalization');

Day 13 — Verify:

var unnorm = new GlideRecord('cmdb_sam_sw_install');
unnorm.addQuery('normalized', false);
unnorm.query();
gs.info('Unnormalized installs: ' + unnorm.getRowCount());

Target: <5% unnormalized after Day 13. — اربط Discovery، شغّل التطبيع، وتأكد أن أقل من 5% من التثبيتات غير معرّفة.

18.9 Day 14–15 — Software Models + License Metrics

Day 14 — Software Models:

1. Navigate: All > Software Asset > Libraries > Software Models → ensure top 50 titles exist. — Open direct
2. For each: confirm publisher, license metric, edition.

Day 15 — License Metrics:

Configure metric per Software Model. Avoid the trap of “Per Installation” when contract is “Per Named User”. — ضع المقاييس الصحيحة لكل برنامج. الخلط بين Installation و Named User أهم خطأ تراخيصي.

18.10 Day 16–17 — License engine + first reconciliation

Day 16 — Configure:

1. Navigate: All > Software Asset > Administration > Reconciliation Settings. — Open direct
2. Schedule: nightly 02:00.
3. Stagger heavy publishers in 4 batches.

Day 17 — First run + review:

// Quick license position dump
var lic = new GlideRecord('alm_license');
lic.query();
while (lic.next()) {
 gs.info(lic.getDisplayValue('software_model') +
 ' entitled=' + lic.rights +
 ' used=' + lic.rights_used +
 ' compliance=' + (lic.rights - lic.rights_used));
}

Investigate any non-compliant rows in License Workbench → either:
- Buy more (true-up CHG)
- Harvest unused (reclamation)
- Correct metric (often the real issue) — شغّل المحرك ليلًا، حقق في أي صفوف غير متوافقة قبل الانتقال للاسترداد.

18.11 Day 18 — Reclamation rules + thresholds

Define reclamation:

Use §17.7 script #3 as base. Wire Flow Designer: trigger candidate → email user → wait 14d → if no justification → call SCCM/Intune spoke Uninstall Application. — سياسة الاسترداد: عتبات حسب البرنامج، إشعار → مهلة → إزالة آلية.

18.12 Day 19 — Vendor contracts + agreements

1. Navigate: All > Contract Management > Contracts → New per agreement: — Open direct
   - Type: Software/Maintenance/Service/Lease
   - Vendor, start/end dates
   - Auto-renew flag
   - Owner (business + procurement)
2. Attach signed PDF.
3. Bind contract to Software Model entitlements (related list).

// Detect expiring contracts (90d)
var c = new GlideRecord('ast_contract');
c.addQuery('end_date', '<=', gs.daysAgoStart(-90));
c.addQuery('state', 'active');
c.query();
while (c.next()) {
 gs.eventQueue('contract.expiring',
 c,
 c.contract_administrator.getDisplayValue(),
 c.end_date + '');
}

عرّف العقود واربطها بالاستحقاقات، وأطلق تنبيهات قبل 90 يومًا من الانتهاء.

18.13 Day 20 — Procurement integration (Coupa / Ariba)

Day 20:

1. Navigate: All > IntegrationHub > Spokes → install Coupa/Ariba spoke. — Open direct
2. Configure OAuth + tenant.
3. Outbound flow:
   - Catalog item → PO drafted in SN.
   - Submit → call spoke Create Requisition → wait for approved PR number.
   - On approval → SN proc_po updated with vendor PO number.
4. Inbound webhook for receipt confirmation → triggers asset creation (§17.7 script #7).

Test scenario:
- Submit Laptop request → see Coupa requisition appear.
- Approve in Coupa → SN updates with PO #.
- Receive in Coupa → SN creates alm_hardware.

اربط Coupa/Ariba عبر Spoke، ادفع PO، استقبل التأكيد، أنشئ الأصل تلقائيًا.

18.14 Day 21 — Microsoft 365 connector

1. Navigate: All > SaaS License Management > Connectors > Connector Instances → New. — Open direct
2. Type: Microsoft 365.
3. Authentication: Azure App Registration with Reports.Read.All + User.Read.All.
4. Schedule: hourly.
5. Verify pull: navigate samp_saas_user_subscription.list populated.

Build first M365 dashboard:

اربط Microsoft 365 لجلب الاستخدام الفعلي، ثم أنشئ مؤشرات إعادة التوزيع.

18.15 Day 22 — SAP / Oracle ULA tracking

For SAP & Oracle, often complex licensing. Special handling:

1. Navigate: All > Software Asset > Libraries > Publisher Packs → install SAP / Oracle pack. — Open direct
2. For Oracle ULA: define ULA agreement record; track:
   - Effective dates
   - Certification deadlines
   - Eligible products
   - Annual deployment snapshots

// Capture deployment snapshot end-of-month
function snapshotOracle() {
 var s = new GlideRecord('u_oracle_ula_snapshot');
 s.initialize();
 s.snapshot_date = gs.nowDateTime();
 var inst = new GlideAggregate('cmdb_sam_sw_install');
 inst.addQuery('publisher.name', 'Oracle');
 inst.addAggregate('COUNT');
 inst.groupBy('display_name');
 inst.query();
 var totals = {};
 while (inst.next()) totals[inst.getDisplayValue('display_name')] = inst.getAggregate('COUNT');
 s.payload = JSON.stringify(totals);
 s.insert();
}

⚠️ Warning: Oracle ULA certification timing missed = lose ULA position. Diary the date. — SAP وOracle ULA يحتاجان حقول إضافية واسناد تواريخ التحقق؛ لقطة شهرية واجبة.

18.16 Day 23 — Dashboards (compliance %, cost trend, refresh forecast)

PA dashboards to build:

Indicator example (Compliance %):

Source: alm_license
Aggregate: AVG of (rights - rights_used) / rights * 100
Filter: state = active
Frequency: daily
Breakdown: publisher

خمس لوحات PA لقياس HAM وSAM والشراء؛ تابعها يوميًا.

18.17 Day 24 — Catalog items (request new laptop, request software, return asset)

Build 3 critical catalog items:

Catalog UX best practices:
- Variable visibility by user role/department.
- Manager approval threshold by cost ($1000+ requires director).
- Auto-fulfillment if stock available; PO if not. — ثلاثة عناصر كتالوج تكفي للبداية: طلب لابتوب، طلب برنامج، إرجاع أصل.

18.18 Day 25 — Asset → Incident → Change linkage

1. Ensure ITSM forms show Asset field on incident, problem, change.
2. Add Related List: from cmdb_ci → tab “Related Assets”.
3. Add Before BR on incident to auto-populate asset from CI (§17.3 D).
4. Change record: track which assets touched (related list chg_alm_assets).

Test scenarios:

A. User's laptop crashes → incident → asset visible → swap loaner → record on RMA → restore.
B. Server change → CIs listed → impacted assets pulled into CHG implementation plan.

اربط الأصول بالحوادث والتغييرات؛ سهّل تتبع الأثر والمسؤولية.

18.19 Day 26 — ACLs (finance vs IT asset roles)

Critical ACLs to lock down:

- alm_hardware.cost → read: finance_viewer + asset_manager
- alm_hardware.purchase_date → read: same
- alm_license.* → write: sam_admin only
- proc_po.* → write: procurement_admin
- alm_asset.install_status → write: asset_manager (state machine BR)

لكل دور صلاحيات محددة؛ احم حقول التكلفة والتاريخ والحالة من التعديل العشوائي.

18.20 Day 27 — ATF tests (10 scenarios)

ATF Suite ITAM E2E:

Test 1 — Create asset model → save → assert
Test 2 — Create stockroom → assert
Test 3 — Import 5 hardware rows → assert all imported
Test 4 — Catalog Request Laptop → manager approves → asset assigned
Test 5 — Asset transfer between stockrooms → location updated
Test 6 — Asset retire with CoD → assert state=disposed
Test 7 — License reconciliation runs → engine populates rights_used
Test 8 — Reclamation candidate generated → user notified
Test 9 — PO receive → 2 alm_hardware records auto-created
Test 10 — Offboarding user → assets returned to stock

Run nightly via scheduled job. — عشرة سيناريوهات ATF تغطي كل المسار من النمذجة حتى الاسترداد.

18.21 Day 28 — Training

Provide runbook PDF + cheat sheet from §17.8. — جلسات تدريب مفصلة لكل فئة مع كتيب runbook عملي.

18.22 Day 29 — Audit prep + Go-Live readiness

Pre-Go-Live checklist:

• [ ] Model catalog signed off; ≥98% imported assets reconciled
• [ ] All sites have stockrooms + named owners
• [ ] State machine BR active; illegal transitions blocked
• [ ] Lifecycle states + substates configured
• [ ] Asset Workspace + Mobile receiver tested
• [ ] SAM engine reconciliation green for 7 nights
• [ ] License compliance > 98% (or remediation plan)
• [ ] Reclamation rules approved and active
• [ ] Vendor contracts loaded with renewals diarized
• [ ] Coupa/Ariba integration handshake tested
• [ ] M365 connector pulling usage
• [ ] Oracle ULA snapshot job scheduled
• [ ] Dashboards published, owners assigned
• [ ] Three catalog items live (Laptop/Software/Return)
• [ ] ACLs reviewed and approved by Security
• [ ] ATF suite green for 3 consecutive runs
• [ ] Training delivered; sign-offs collected
• [ ] Disposal vendor contracts in place; CoD process documented
• [ ] Hypercare bridge schedule (24/5) for 2 weeks — قائمة جاهزية شاملة قبل الإطلاق — كل بند مطلوب.

18.23 Day 30 — Go-Live + Hypercare

Sequence:

T-2h Freeze prod config (Update Set capture)
T-1h Final dry-run on UAT
T-0 Cutover:
 - Decommission legacy asset DB read-only
 - Open SN HAM/SAM as system of record
 - Asset coordinators online
T+1h Smoke test:
 - Receive 1 PO → asset created
 - Deploy via mobile
 - Compliance dashboard loads
T+2h Communicate to all users (Employee Center banner)
T+1d Daily Go-Live standup for 2 weeks
T+7d Decommission legacy read-only
T+14d Exit hypercare; assets ownership formally with ITAM Manager

Comms template:

Subject: ServiceNow ITAM is live
- Hardware requests: Employee Center → "Request a Laptop"
- Software requests: Employee Center → "Request Software"
- Returns: same portal → "Return Asset"
- Asset Coordinator hotline: ext 3000

الإطلاق: تجميد، تشغيل بالتوازي قصير، تحويل كامل، تواصل مع الجميع، خروج بعد أسبوعين.

18.24 License Engine — Common Pitfalls & Fixes

⚠️ Top one to avoid: Trusting day-1 compliance % before fixing metrics and normalization. Always sanity-check first 30 days. — الفخ الأكبر: تصديق نسبة الامتثال قبل ضبط المقاييس والتطبيع — لا تثق بالأرقام في أول شهر.

18.25 Asset Reconciliation Runbook

Monthly stockroom reconciliation (must-have):

Day 1 of month:
1. Print "Expected Stockroom" report (alm_hardware filter: install_status=6 group by stockroom).
2. Stockroom owner does physical count → enters in attestation form.
3. Compare → generate variance list.
4. For each variance:
 a. Search recent transfers, deployments not stamped.
 b. If missing > 48h → open Incident (lost asset).
 c. If found but not in SN → import or create record.
5. Sign-off by Asset Manager → archive PDF report.

function expectedReport(stockroom) {
 var gr = new GlideAggregate('alm_hardware');
 gr.addQuery('stockroom.name', stockroom);
 gr.addQuery('install_status', '6');
 gr.addAggregate('COUNT');
 gr.groupBy('model');
 gr.query();
 while (gr.next()) {
 gs.info(stockroom + ' | ' + gr.getDisplayValue('model') +
 ' expected=' + gr.getAggregate('COUNT'));
 }
}
expectedReport('HQ-IT-Stock-RUH');

Quarterly SAM reconciliation:

1. Pull License Position snapshot → PDF.
2. Compare against contract documents.
3. For each non-compliant title:
 a. Reclamation pass first.
 b. If still over → True-up CHG.
4. Sign-off by SAM Manager + Procurement.

Annual asset audit:

1. Random sample 5% of in_use assets.
2. Physical verification via mobile barcode scan.
3. Update last_audit_date on each verified asset.
4. Report to Audit Committee with discrepancy %.

Runbook تسوية المستودع شهري، SAM فصلي، تدقيق سنوي شامل. وثّق التواريخ والمسؤولين.

18.26 Master Sign-off

• [ ] Plugins activated + properties set
• [ ] Models + categories curated and approved
• [ ] Stockrooms + locations + cost centers seeded
• [ ] Lifecycle states + state-machine BR active
• [ ] Bulk import success ≥98%
• [ ] Workspaces + mobile receiver operational
• [ ] Software discovery + normalization > 95%
• [ ] License engine reconciling nightly
• [ ] Reclamation policy + approvals live
• [ ] Vendor contracts loaded with renewal diaries
• [ ] Procurement integration (Coupa/Ariba) tested
• [ ] M365 + Oracle/SAP packs configured
• [ ] Dashboards published with owners
• [ ] Catalog items live (Laptop/Software/Return)
• [ ] ACLs reviewed by Security
• [ ] ATF suite green
• [ ] Training delivered + acknowledged
• [ ] Disposal process + CoD storage ready
• [ ] Go-Live + hypercare executed
• [ ] Monthly/quarterly/annual reconciliation runbook adopted — قائمة التوقيع النهائي — اعتمدها قبل إغلاق المشروع وتسليم العمليات.

§19 — CIS-HAM / CIS-SAM Exam & Z-to-Hero Feature Labs (40 inline questions)

No external bank exists — 40 CIS-style questions inline.

19.1 Z-to-Hero Feature Labs (15 labs)

19.2 40 ITAM Practice Questions

HAM Core (Q1-Q15)

1. Hardware asset base table: A. cmdb_ci_hardware | B. alm_asset | C. alm_hardware | D. Both A and C — Answer: D (alm_hardware extends alm_asset)
2. State that means asset is owned but not yet deployed: A. In Stock | B. In Use | C. On Order | D. Retired — Answer: A
3. CMDB CI is created when HAM asset state = ? A. In Stock | B. In Use | C. Retired | D. Always — Answer: B (on deploy)
4. Stockroom hierarchy includes: A. Warehouse → Bin | B. Warehouse → Zone → Bin | C. Stockroom → Sub-stockroom → Bin | D. Flat — Answer: C
5. Transfer Order is on table: A. alm_transfer_order | B. proc_po | C. Custom | D. Email-based — Answer: A
6. Inventory adjustment via: A. Cycle count + variance adjustment | B. Manual delete | C. PO | D. None — Answer: A
7. Hardware Refresh trigger: A. Age threshold + scheduled scan | B. Manual only | C. End-user request | D. Random — Answer: A (with workflow)
8. Asset disposal compliance: A. Just delete | B. Disposal Method + Certificate of Destruction + audit trail | C. Stay In Stock | D. Email — Answer: B
9. Asset assignment to user uses field: A. assigned_to | B. owner | C. Both depending on context | D. managed_by — Answer: C
10. Cost basis for Asset: A. Just purchase cost | B. Purchase + depreciation + tax + total cost of ownership | C. None | D. List price only — Answer: B
11. PO line ↔ Asset link via: A. alm_asset.po_number + purchase_order_line | B. None | C. Custom field | D. Email — Answer: A
12. Warranty info stored on: A. alm_asset.warranty_expiration | B. Separate contract | C. CMDB | D. All of the above — Answer: D
13. Lease vs Owned tracking: A. acquisition_method | B. Separate table | C. Not tracked | D. Manual notes — Answer: A
14. Mobile device specific class: A. alm_mobile_device extending alm_hardware | B. cmdb_ci_mobile | C. Custom only | D. None — Answer: A or both
15. Asset audit: A. cmdb_audit | B. alm_audit_inventory (cycle counts) | C. None | D. SOC report — Answer: B

SAM Core (Q16-Q30)

16. Software model table: A. cmdb_software_product_model | B. alm_software | C. Both used — cmdb_software_product_model for catalog | D. None — Answer: C
17. Publisher table: A. cmdb_model_category | B. sam_sw_publisher | C. core_company (Vendor) | D. Both B and C — Answer: D
18. License Entitlement metric examples: A. Per-user, per-device, PVU, core, named-user | B. Just count | C. Just price | D. Random — Answer: A
19. Installation discovery via: A. Discovery + SCCM/Intune connector | B. Manual list | C. Email | D. None — Answer: A
20. Reconciliation = ? A. Match installs to entitlements per metric | B. Just count installs | C. Just count licenses | D. CMDB-only — Answer: A
21. ELP (Effective License Position) shows: A. Entitled - Consumed - Reservations - Allocations | B. Just installs | C. Just purchases | D. Random — Answer: A
22. Over-deployment risk = ? A. Consumed > Entitled | B. < | C. = | D. None — Answer: A
23. True-up: A. Buy more licenses to cover over-deployment, often annual | B. Sell back unused | C. Free | D. Random — Answer: A
24. Microsoft 365 connector source: A. M365 Tenant Admin API | B. Manual export | C. Sharepoint | D. None — Answer: A
25. Oracle DB metric typical: A. Per-user | B. Per-named-user + per-processor (depending on edition) | C. Per-device | D. Free — Answer: B
26. License Reservation: A. Pre-allocate license to user/department | B. Just count | C. Email | D. None — Answer: A
27. Software Asset retirement triggers: A. License release back to pool | B. Just delete | C. Random | D. None — Answer: A
28. SaaS license counted by: A. Active user count (last 30/90 days) | B. Total users in account | C. Random | D. Email — Answer: A
29. Software Request workflow: A. Catalog item → entitlement check → assignment from pool | B. Manual only | C. Random | D. None — Answer: A
30. License Optimization: A. Identify unused licenses + reclaim | B. Just buy more | C. Random | D. None — Answer: A

ITAM Integration & Process (Q31-Q40)

31. Procurement integration via: A. IH spoke (Ariba, Coupa, SAP MM) | B. Email only | C. Manual entry | D. Spreadsheet — Answer: A
32. Asset audit cycle counts: A. Monthly/quarterly cycle count by location | B. Annual only | C. Never | D. Random — Answer: A
33. ITAM ↔ CMDB sync: A. On In Use state change | B. Manual | C. Daily batch | D. Never — Answer: A
34. Mobile device wipe on user offboarding: A. Trigger MDM via integration on HR offboard event | B. Email IT | C. Random | D. None — Answer: A
35. Asset Compliance metric: A. % assets with location + assigned_to + warranty | B. Random | C. Cost only | D. None — Answer: A
36. License Compliance metric: A. % software models with no over-deployment | B. Random | C. Cost only | D. None — Answer: A
37. ITAM Workspace URL: A. /now/itam/workspace | B. /itam.do | C. /alm_asset.list | D. /sp?id=itam — Answer: A
38. Recommended approach for SAM Pro: A. Out-of-the-box reconciliation engine | B. Custom code | C. External tool | D. None — Answer: A
39. Asset assignment via Catalog Request: A. Order Guide → Request → Asset assignment in Flow | B. Manual only | C. Email | D. None — Answer: A
40. End-of-life model retirement triggers: A. Refresh scheduled job + email vendor + create Demand for replacement | B. Just delete | C. Random | D. None — Answer: A

19.3 What “Hero” looks like for ITAM

Full asset lifecycle (HAM + SAM): purchase → receive → deploy → manage → retire/dispose; full software entitlement + reconciliation + ELP; procurement integration; mobile MDM hooks; refresh automation; SAM Pro dashboards.

Hands-on Labs — مختبرات عملية

Step-by-step labs for PDI / Australia instance. Replace {BASE} with your instance URL.
مختبرات خطوة بخطوة — استبدل {BASE} برابط نسختك.

1. Lab 1 — Asset model / نموذج أصل — Create model at {BASE}/cmdb_model_list.do.

2. Lab 2 — Stockroom & receive / مستودع واستلام — Receive PO into stockroom at {BASE}/alm_stockroom_list.do.

3. Lab 3 — Deploy asset / نشر أصل — Assign laptop to user; state = In use.

4. Lab 4 — Catalog → Asset / كتالوج → أصل — Order hardware catalog item; verify asset created.

5. Lab 5 — Retire asset / تقاعد — Retire asset; verify disposal workflow.

6. Lab 6 — Software license / ترخيص — Create license at {BASE}/alm_license_list.do; map entitlements.

7. Lab 7 — Reclamation / استرداد — Run reclamation rule for unused software.

8. Lab 8 — Asset Workspace / مساحة الأصول — Manage queue at {BASE}/now/asset/home.

Best Practices — أفضل الممارسات

Deployment Checklist — قائمة النشر

Direct URLs Quick Reference