CIS-SAM – ServiceNow Certified Implementation Specialist – Software Asset Management

Exam Questions

Answers with references to help you prepare for the exam

Topic 1 – Software Asset Core Overview and Fundamentals

Last scores after creating the questioner with the answers:

Third Attempt – Pass

Second Attempt with some of the questions – Topic Level Scoring:

1 – Software Asset Core Overview and Fundamentals : 75%
2 – Data Integrity / Attributes and Sources for the Data: 58%
3 – Practical Management of Software Compliance: 55%
4 – Operational Integration of Software Processes: 62%
5 – Extending SAM: 44%

First Attempt without using questioner – Topic Level Scoring:

1 – Software Asset Core Overview and Fundamentals: 50%
2 – Data Integrity / Attributes and Sources for the Data: 52%
3 – Practical Management of Software Compliance: 55%
4 – Operational Integration of Software Processes: 37%
5 – Extending SAM: 22%

Study Notes at the end of the page

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Important References

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1.1. Which data point is required when getting software associated with a purchase order in ServiceNow?

A. Serial Number
B. Assigned To
C. Cost
D. License key
E. Asset Tag

Correct Answer: A

1.2. Which of the following data components is essential for ServiceNow’s Software Asset Management approach to be successful? (Select four.)

A. Software allocations
B. Software models
C. Foundation data
D. Software contracts
E. Software entitlements

Correct Answer: ABDE
Reference: https://docs.servicenow.com/csh?version=latest&topicname=c_SAMOverview.html

1.3. Match the best practice method for the medium amount of data:

A. Discovery
B. Import sets
C. Manual

Correct Answer:B
Reference: Large amount of data – Discovery; Medium amount of data – Import sets; Small amount of data – Manual

1.4. What is the best definition of normalisation among the numerous essential concepts used in software asset management?

A. A single or many use rights granted to a particular device or person.
B. Software obtained is categorised.
C. The procedure for standardising software installation discovered to specified norms.
D. The procedure for determining compliance by comparing the quantity of software rights acquired with the normalised software inventory
E. Information about software licences that specify use rights.

Correct Answer: C
Reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0859819

1.5. Which sources of discovery are suggested by ServiceNow to fill the table of ServiceNow software installations? (Select two.)

A. ServiceNow Service Mapping
B. HP UCMDB
C. Microsoft SCCM
D. ServiceNow Discovery
E. ServiceNow Orchestration

Correct Answer: AD
Reference: https://www.servicenow.com/community/itom-articles/servicenow-discovery-overview/ta-p/2321453

1.6. Creation of a template can help facilitate future data imports and be reused to import and transform data.

A. True
B. False

Correct Answer: B
Reference: https://docs.servicenow.com/csh?version=latest&topicname=import-samf-entitlements.html

1.7. Client access is the authorization to use something for a set period of time.

A. True
B. False

Correct Answer: A
Reference: https://docs.servicenow.com/csh?version=latest&topicname=t_AddAClientAccessRec.html

1.8. Coalesce can only use a single field to uniquely identify a record.

A. True
B. False

Correct Answer: B
Reference: Can be used in multiple fields, e.g. https://docs.servicenow.com/csh?version=latest&topicname=c_ImportSetCoalesce.html
https://developer.servicenow.com/dev.do#!/learn/courses/latest/app_store_learnv2_importingdata_tokyo_importing_data_into_servicenow/app_store_learnv2_importingdata_tokyo_importing_data/app_store_learnv2_importingdata_tokyo_coalescing

1.9. When receiving an order, which data point is mandatory?

A. Assigned To
B. Cost
C. Asset Tag
D. Serial Number

Correct Answer: D
Reference: https://docs.servicenow.com/bundle/utah-it-asset-management/page/product/procurement/task/t_ReceiveAnAsset.html

1.10. What statement regarding plugins is accurate? (Select two.)

A. When not in use, plugins can be disabled or deactivated.
B. The base ServiceNow system allows plugins to be automatically activated.
C. You cannot conceal a plugin’s functionality when it is active.
D. Plugins are independent and do not require the activation of other plugins.
E. Software plugins are parts that offer particular capabilities and functionalities.

Correct Answer: BE
Reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0716414

1.11. How are the Software Asset Management Professional Plugins activated?

A. They are requested from and activated by an admin user
B. They are activated by the sam_developer user
C. They are activated by the sam_admin user
D. They are requested from and activated by ServiceNow support
E. They are activated by default in the base ServiceNow system

Correct Answer: D
Reference: https://docs.servicenow.com/csh?version=latest&topicname=t_RequSoftwareAssetMgmt.html

1.12. Which of the following are true of plugins? (Choose two.)

A. Plugins can be disabled or deactivated when no longer in use.
B. Plugins can be activated by default in the base ServiceNow system.
C. When a plugin is active you cannot hide its functionality.
D. Plugins are stand-alone and do not depend on other plugins being activated.
E. Plugins are software components that provide specific features and functionalities.

Correct Answer: BE
Reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0716414

1.13. Which of the following is NOT a part of the navigation tree for the Publisher workbench? (Select two.)

A. Extend and retract tree linkages
B. Icons for software model conformance
C. A list of all publishers
D. A product filter
E. Toggle switch for compliance
F. A list of every publisher who has violated the law

Correct Answer: BF

1.14. When receiving software related to a purchase order in ServiceNow, which data point is mandatory?

A. Serial Number
B. Assigned To
C. Cost
D. License key
E. Asset Tag

Correct Answer: A
Reference: https://docs.servicenow.com/csh?version=latest&topicname=c_ManagingAssets.html

1.15. Which of the following are NOT features of the Publisher workbench navigation tree? (Choose two.)

A. Expand and collapse tree links
B. List of all publishers
C. Software model compliance icons
D. Filter products
E. Compliance toggle switch
F. List of all publishers out of compliance

Correct Answer: BF
Reference: https://docs.servicenow.com/csh?version=latest&topicname=sam-license-workbench.html

1.16. Mechanism for mapping data from the import set table to the permanent table in ServiceNow is called:

A. Mapping Assist
B. Transform Map
C. Reconciliation Map
D. Discovery Map

Correct Answer: B
Reference: https://docs.servicenow.com/csh?version=latest&topicname=c_CreatingNewTransformMaps.html

1.17. In which stage of the ServiceNow Implementation Methodology (SIM) is the purpose to define processes and requirements for engagement and finalize delivery plan and user stories?

A. Transition
B. Close
C. Create
D. Prepare
E. Initiate
F. All of the above

Correct Answer: D
Reference: link

1.18. What is used to determine if installations are a part of a suite only when the suite parent is not discovered on a device?

A. Inference percent
B. Product results
C. Software model
D. Model bundles

Correct Answer: A
Reference: https://docs.servicenow.com/csh?version=latest&topicname=Manage-software-suites.html

1.19. Which statements are true in regards to ServiceNow’s Client Software Distribution (CSD) functionality? (Choose two.)

A. Removes software daily utilizing a scheduled job.
B. ServiceNow does not have Client Software Distribution.
C. The first stage in the CSD process flow is configuration.
D. CSD can automatically distribute and reclaim software without a license for Orchestration.

Correct Answer: CD
Reference: https://docs.servicenow.com/csh?version=latest&topicname=c_ClientSoftwareDistribution.html

1.20. Which of the following claims about ServiceNow’s Client Software Distribution (CSD) feature is accurate? (Select two.)

A. Daily software removal performed by a scheduled job.
B. Client software distribution is not available for ServiceNow.
C. Configuration is the initial step in the CSD process flow.
D. CSD is capable of automatically distributing and reclaiming software.

Correct Answer: CD
Reference: https://docs.servicenow.com/csh?version=latest&topicname=c_ClientSoftwareDistribution.html

1.21. Which of the following SAM roles has the authority to give a user the ability to write scripts?

A. discover_admin
B. sam_admin
C. sam_developer
D. asset

Correct Answer: C
References: https://docs.servicenow.com/csh?version=latest&topicname=r_SAMRoles.html
https://docs.servicenow.com/csh?version=latest&topicname=add-custom-license-metric.html

1.22. There are 4 tiers listed in the Capability Blueprint. Which level is referred to as Tier 1?

A. Strategic Conformance
B. Operational Integration
C. Trustworthy Data
D. Practical Management

Correct Answer: C
Reference: https://www.servicenow.com/community/sam-articles/getting-started-with-software-asset-management-sam-professional/ta-p/2319902

1.23. Which of the following are available publisher packs? (Choose four.)

A. SAP
B. OpenVMS
C. Citrix
D. NetSuite
E. Oracle
F. IBM

Correct Answer: ACEF

1.24. Which of the following features aggregates usage over a period of time and specifies a minimum number of hours the software must be used, or date last used?

A. Software usage metering
B. Software reconciliation rule
C. Software reclamation type
D. Software consumption rule
E. Software reclamation rule

Correct Answer: E
Reference: https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-management2/task/t_AddAReclamationRule-1.html

1.25. Which user role is required by default to confirm that plugins have been successfully activated by ServiceNow support?

A. sam_user
B. asset_admin
C. sam_admin
D. admin

Correct Answer: D

1.26. When populating software usage records automatically via Microsoft System Center Configuration Manager (SCCM), which plugins are required? (Choose two.)

A. Microsoft Publisher Pack plugin
B. Microsoft SCCM Software Usage plugin
C. Microsoft SCCM Integration plugin
D. Performance Analytics Premium for Software Asset Management plugin
E. Orchestration – Client Software Distribution plugin

Correct Answer: AB
Reference: https://docs.servicenow.com/csh?version=latest&topicname=microsoft-publisher-pack.html
https://docs.servicenow.com/csh?version=latest&topicname=sccm-software-usage.html

1.27. An allocation is automatically created in which of the following scenarios? (Choose two.)

A. After receiving the rights for software from a purchase order
B. After a Create allocation remediation option has been taken
C. After reconciliation runs and identifies that rights are ‘Not allocated in use’
D. When a software installation is discovered
E. After successfully sourcing a request via an existing entitlement

Correct Answer: AC
Reference: https://www.servicenow.com/community/sam-blog/optimization-vs-allocation-on-servicenow-sam-pro/ba-p/2283512

1.28. In the ServiceNow base platform, which roles have the ability to refresh processor definitions?

A. sam_user / sam_admin / sys_admin
B. sam_user / sys_admin
C. sam_admin / asset_admin
D. sam_admin

Correct Answer: D
Reference: https://docs.servicenow.com/csh?version=latest&topicname=t_RefreshProcessorDef.html

Topic 2 – Data Integrity / Attributes and Sources for the Data

2.1. Which of the following are required to import usage data using the System Center Configuration Manager (SCCM) data? (Choose three.) (old version)

A. Reclamation Candidate
B. Software Product
C. SCCM Application
D. Software Models
E. Product Process
F. Reclamation Rule
Correct Answer: BCD

2.2. Software usage data can be imported utilizing:

A. Transform Map
B. Other Third Party Sources
C. System Center Configuration Manager (SCCM)
D. Manually

Correct Answer: C
Reference: https://docs.servicenow.com/csh?version=latest&topicname=t_ViewSoftwareUsage.html

2.3. Which of the following statements is incorrect with regards to on-premise import and export of Content Service data? (choose two.)

A. Clicking on the “Manage Software Library” module takes the user to an interceptor page where they can select to import or export data.
B. On-premise instances do not receive automatic Software Library updates.
C. Normalization content is eligible for the export feature.
D. By default, you are opted in to the Manage On-Premise Library plugin.
E. You must opt-in to the SAM Content Service through the Content Service setup page.

Correct Answer: DE
Reference: https://docs.servicenow.com/csh?topicname=manage-sam-software-library.html&version=latest

2.4. If a value from an import does not exist in ServiceNow and the import should not create a new record, which option should be selected?

A. Reject
B. Create
C. Delete
D. Ignore

Correct Answer: D

2.5. When loading a medium amount of data, which is the best method to use?

A. Use Discovery to find software on the network
B. Modify a workflow
C. Manually add through ServiceNow forms
D. Import data
E. Create a business rule

Correct Answer: D

2.6. What is a first key step prior to uploading your entitlement import data via the ServiceNow-provided template?

A. Ensure you have filled out every field in the template file
B. Ensure the entitlement data is listed on the first tab of the template file
C. Ensure you have downloaded and used the latest version of the template file
D. Ensure you have the sam_user role assigned to you

Correct Answer: C

2.7. What are three ways to get software asset data into ServiceNow?

A. Clone, Background Script, Discovery
B. Import Data, Plugin, Clone
C. Discovery, Import Data, Manual
D. Plugin, Background Script, Manual

Correct Answer: C

2.8. The Software Asset Management Content Service is automatically enabled and cannot be opted out.

A. True
B. False

Correct Answer: B
Reference: https://docs.servicenow.com/csh?topicname=c_SAMContentService.html&version=latest

2.9. What table is populated with the content library data that is pulled from the content service? (old version)

A. samp_sw_package
B. cmdb_sw_product_model
C. sam_content_library
D. cmdb_ci_spkg

Correct Answer: D
Reference: https://docs.servicenow.com/csh?version=latest&topicname=sam-content-updates.html

2.10. When specified during an entitlement import, which of the following is matched to data in the Content Service Library and used to create a software model automatically?

A. Purchage Order (PO)
B. Software Model
C. Publisher Part Number (PPN)
D. Asset Tag

Correct Answer: C

2.11. As part of the software normalization process, software discovery models are normalized via which mechanisms? (Choose two.)

A. Fix script
B. Scheduled job
C. Business rule
D. Integration
E. Workflow

Correct Answer: BC
Reference: https://docs.servicenow.com/csh?topicname=c_SAMDiscovery.html&version=latest

2.12. What is the definition of Partially Normalized?

A. A discovery model normalized based on publisher field alone.
B. The software discovery model has not yet completed its run through the normalization process.
C. A discovery model was normalized based on publisher and product fields only.
D. A discovery model was normalized based on publisher, product, version fields.

Correct Answer: C
Reference: https://docs.servicenow.com/csh?topicname=normalization-status.html&version=latest
https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/success/playbook/effective-asset-management.pdf

2.13. What is the name of the Scheduled job that runs daily for normalization?

A. Create a Software Normalization
B. Software Installation Normalization
C. Software Model Cleanup
D. Discovery Model Normalization (old version) / SAM – Normalize discovery models using content library rules (new version)

Correct Answer: D

2.14. Within Software Asset Management there are many key terms to understand, what is the best definition for Software Allocation?

A. One or more use rights assigned to a specific device or user.
B. Something acquired with use rights.
C. The process of normalizing a discovered software installation to standardized values.
D. Finding and recognizing software or a software feature on a device.

Correct Answer: A
Reference: https://www.servicenow.com/community/sam-articles/move-user-device-allocations-from-one-software-entitlement-to/ta-p/2318594

2.15. How often is the scheduled job for the normalization process run?

A. Nightly (old version) / Daily (new version)
B. Weekly
C. Every time Discovery is run
D. Nightly for new discovery models and weekly for all discovery models that do not have a status of normalized or manually normalized
E. Immediately for new discovery models and nightly for all discovery models that do not have a status of normalized or manually normalized

Correct Answer: A
Reference: https://docs.servicenow.com/csh?version=latest&topicname=sam-normalization-dash.html

2.16. Discovery models may not be fully normalized until updated content is downloaded from the ServiceNow Software Content Library.
How do you determine if the content has been downloaded?

A. Review the Last updated date of the Central Data Service Download Status jobs on the Normalization and Content Service dashboard.
B. Determine if the business rule “Create a Software Normalization Download” has been triggered yet or not.
C. Query the scheduled job reports to determine if the “Software Content Library Download” (samp_cds_download) job has completed yet.
D. Review the number of records in the samp_product_map table. If there are ~7,700 records in the table, the download has completed at least once.

Correct Answer: A
Reference: https://docs.servicenow.com/csh?version=latest&topicname=sam-normalization-dash.html

2.17. When populating the Downgrade Rights table, if there is no software model corresponding to a discovery map, which of the following is automatically created?

A. Software Discovery Model
B. Software Model
C. Software Downgrade Model
D. Software Install Model

Correct Answer: B
Reference: https://docs.servicenow.com/csh?topicname=downgrade-rights.html&version=latest

2.18. For software asset management, when software is discovered, the records from the discovered pattern are copied into which table?

A. cmbd_sam_sw_reconcile
B. cmbd_sam_sw_discover
C. cmbd_sam_sw_allocate
D. cmdb_sam_sw_discovery_model
E. cmbd_sam_sw_install

Correct Answer: E
Reference: https://docs.servicenow.com/csh?version=latest&topicname=t_CustomPatternSAMSAMF.html

2.19. Within ServiceNow Discovery, the Exploration phase determines what?

A. Are you there? How will I classify you?
B. What else can you tell me about yourself?
C. Have I seen you before?
D. How should I classify you specifically?

Correct Answer: B
Reference: https://www.learnnowlab.com/ServiceNow-Discovery/

2.20. If your organization is currently running Discovery, but has not yet installed the SAM Professional application, what must you do after installing SAM in order to make your discovered software installation information available to SAM?

A. Convert the records from the [cmdb_ci_spkg] table into the [cmdb_sam_sw_install] table
B. Run the “Migrate software installations” script to copy records from the [cmdb_ci_spkg] table to the [cmdb_sam_sw_install] table / Migrate Software Asset Management Foundation plugin software installations
C. Run the “Discover software installations” script to copy records from the [cmdb_ci_spkg] table to the [cmdb_sam_sw_install] table
D. Export the records from the [cmdb_ci_spkg] table into an xml spreadsheet and import them into the [cmdb_sam_sw_install] table

Correct Answer: B
Reference: https://docs.servicenow.com/csh?version=latest&topicname=t_MigrateSWInstallsSAMF.html

2.21. ServiceNow Discovery identifies the software running on an IP-enabled device during which of its phases?

A. Classification
B. Identification
C. Port Scan
D. Exploration
E. Communication

Correct Answer: D
Reference: https://www.learnnowlab.com/ServiceNow-Discovery/

2.22. When a Software Installation record is created, ServiceNow attempts to match the installation to a:

A. Software Entitlement
B. Software Model
C. Software Discovery Model
D. Application Model

Correct Answer: C
Referenece: https://docs.servicenow.com/csh?version=latest&topicname=c_DiscoveryModels.html

2.23. ServiceNow Discovery has 4 phases: Scanning; Classification; Identification; and Exploration.
In which phase is the software running on a device identified?

A. Classification
B. Scanning
C. Exploration
D. Identification

Correct Answer: C
Reference: https://docs.servicenow.com/csh?version=latest&topicname=c_HowDiscoveryIdentifiersWork.html

2.24. Any product that accurately discovers software installations on computers in an environment can be used as the source for a Software Installation data.

A. True
B. False

Correct Answer: B
Reference: https://docs.servicenow.com/csh?version=latest&topicname=c_DiscoSWAssetMgmtTableSchema.html

2.25. When are discovery models created?

A. They are manually created
B. They are automatically created during discovery
C. When SAM Plugin is enabled
D. They are automatically created during reconciliation
E. They are automatically created during normalization.

Correct Answer: B
Reference: https://docs.servicenow.com/csh?version=latest&topicname=c_DiscoveryModels.html

2.26. By default, which persona is responsible for controlling the day-to-day activities of the SAM process and ensuring the overall quality of software asset data?

A. ServiceNow administrator
B. SAM Manager
C. SAM User
D. SAM Process Owner
E. SAM Developer

Correct Answer: B
Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/solution-brief/back-to-basics-sam-solution-brief.pdf

2.27. When creating custom products: (Choose the best answer.)

A. Custom products should not be tracked in ServiceNow.
B. Custom products should not be created for anything included in the content library.
C. Custom products are automatically created in the content library.
D. Custom products should be created for anything included in the content library.

Correct Answer: B
Reference: https://docs.servicenow.com/csh?version=latest&topicname=t_AddACustomProduct.html

2.28. If a customer does not like the way reconciliation runs or calculates compliance, it is okay to modify the scripts includes, business rules and other logic to accommodate the business requirement.

A. True
B. False

Correct Answer: B
Reference: https://docs.servicenow.com/csh?version=latest&topicname=c_CompsandProcessIDandReconcil.html

2.29. By default, which ServiceNow role can view reconciliation results?

A. sam_reconcile_user
B. sam_user
C. sam_viewer
D. sam_cmdb_user

Correct Answer: B
Reference: https://docs.servicenow.com/csh?version=latest&topicname=c_SAMReconciliationSAMF.html

Topic 3 – Practical Management of Software Compliance

3.1. The process of determining compliance by comparing software rights owned with normalized software installations discovered is __________ .

A. Discovery
B. Allocation
C. Normalization
D. Reconciliation

Correct Answer: D
Reference: https://www.servicenow.com/community/sam-forum/reconciliation-in-sam/m-p/1302967

3.2. The definition for _________________ in the Reconciliation Product result is: “Estimated cost of remediating non-compliance based on the least number of rights needed.”

A. Reconciliation cost
B. True-up cost
C. True-down cost
D. Over-licensed cost

Correct Answer: B
Reference: https://www.servicenow.com/community/sam-forum/what-s-the-meaning-of-true-up-cost-in-sam/m-p/1305198

3.3. When reconciliation is run, a list of reconciliation results displays the compliance status of software versions and editions with respect to discovery and entitlements.

A. True
B. False

Correct Answer: B

3.4. In order to write to the reconciliation results, a user would need the following role in ServiceNow: sam_reconcile_user

A. True
B. False

Correct Answer: B
Reference: https://docs.servicenow.com/csh?topicname=c_SAMReconciliation.html&version=latest
Reference: https://docs.servicenow.com/csh?version=latest&topicname=r_SAMRoles.html

3.5 Select the field attribute that indicates whether this product result is from the most recent reconciliation run.

A. Current
B. Last
C. Active
D. Latest

Correct Answer: D
Reference: https://docs.servicenow.com/csh?version=latest&topicname=Recon-swmodelresults-classic.html

3.6. In defining a Custom License Metric, in the Reconciliation Order field, the ___________ ‘metric rank priority’ number takes precedence.

A. Lower
B. Impact
C. Higher
D. WBS

Correct Answer: A
Reference: https://docs.servicenow.com/csh?version=latest&topicname=add-custom-license-metric.html

3.7. The license metric attributes related list contains metric values set in software entitlements, and is used for reconciliation (metric group, license metric, and software model combination).

A. True
B. False

Correct Answer: A
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/concept/c_SAMLicenseMetrics.html

3.8. By default, when is a product result generated for a licensable product after reconciliation?

A. Always, even if there are no software models defined for the product
B. Never
C. Only when there are software entitlements defined for the product
D. Whenever there is at least one software model defined for the product
E. Only when related entitlements have a cost identified

Correct Answer: A
Reference: https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-management2/reference/Recon-swmodelresults-classic.html

3.9. Which feature provides detailed, actionable information for software reconciliation?

A. License Workbench
B. License Position Report
C. Normalization and Content Service dashboard
D. Normalization Suggestions
E. Historical Results

Correct Answer: A
Reference: https://docs.servicenow.com/csh?version=latest&topicname=sam-license-workbench.html

3.10 What are the four tiers of software reconciliation results? (Choose four.)

A. Software License Metric
B. Software Product
C. Software Allocation
D. Software Entitlement
E. Software Publisher
F. Software Model

Correct Answer: ABEF

3.11. When reconciliation is run, what information does the license metric results display?

A. Results for all models and installations associated to the product
B. Results for all products and installations associated to the publisher
C. Results for each license metric associated to the software model
D. Results for all license metrics related to the software model

Correct Answer: C
Reference: https://docs.servicenow.com/csh?version=latest&topicname=/c_SAMReconciliation.html

3.12. To run an on-demand reconciliation, which module would you navigate to?

A. Software Asset > Discovery > Run Reconciliation
B. Software Asset > Reconciliation > Run Reconciliation
C. Software Asset > Discovery > License Workbench
D. Software Asset > Reconciliation > License Workbench
E. Software Asset > Reconciliation > Run License Position Report
F. Software Asset > Discovery > Run License Position Report

Correct Answer: B
Reference: https://docs.servicenow.com/csh?version=latest&topicname=t_RunReconciliationSAMF.html

3.13. Which of the following features are available from the main publisher results screen of the License Workbench? (Choose three.)

A. All Publishers
B. Publisher Compliance
C. Pinned Publishers
D. Publisher License Metrics
E. Publishers Out of Compliance
F. Publisher Software Models

Correct Answer: ACE
Reference: https://docs.servicenow.com/csh?version=latest&topicname=sam-license-workbench.html

3.14. Which related list is NOT available from the software model on the License Workbench?

A. Unlicensed Subscriptions
B. Unlicensed Software Products
C. Removal Candidates
D. Remediation Options
E. License Metric Results

Correct Answer: B
Reference: https://docs.servicenow.com/csh?version=latest&topicname=sam-license-workbench.html

3.15. License metrics can be defined for which of the following? (Choose four.)

A. Publishers
B. Users
C. Cores
D. Devices
E. Metric Types
F. Operating Systems
G. Processors

Correct Answer: BCDG
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/concept/c_SAMLicenseMetrics.html

3.16. Which license metric would be used for software that is only allowed to be installed on one computer per license right?

A. Per Processor
B. Per Named Device
C. Per Named User
D. Per Core

Correct Answer: B
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/concept/c_SAMLicenseMetrics.html

3.17. The Per Device license metric licenses which of the following?

A. A specific device for a number of installations of software
B. A specific user for a number of installations of software
C. A user for a number of installations of software
D. Cores on a physical server of virtual machine
E. A device for a number of installations of software

Correct Answer: E
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/concept/c_SAMLicenseMetrics.html

3.18. Which of the following license metrics require allocations in order to maintain compliance? (Choose two.)

A. Per Core
B. Per User
C. Per Named Device
D. Per Named User
E. Per Core (with CAL)
F. Per Application Instance
G. Named User Plus

Correct Answer: BD
Reference: PDI link
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/concept/c_SAMLicenseMetrics.html

3.19. Which of the following are NOT tabs available on the License Workbench? (Choose three.)

A. Publisher License Metrics
B. All Publishers
C. Publishers Out of Compliance
D. Publisher Software Models
E. Publisher Compliance
F. Pinned Publishers

Correct Answer: ADE
Reference: https://docs.servicenow.com/csh?version=latest&topicname=sam-license-workbench.html

3.20. You can view IBM, Microsoft, Oracle and VMware license metrics as part of ServiceNow standard baseline configuration features.

A. True
B. False

Correct Answer: B
Reference: https://docs.servicenow.com/csh?version=latest&topicname=sam-publisher-packs.html

3.21. When creating a reportable bar graph view of License Metrics, you can use which of the following options define how you view license metric data?

A. ‘Group by’ or ‘Stacked by’
B. ‘Group by’ and ‘Stacked by’
C. ‘Stacked by’
D. ‘Group by’

Correct Answer: D
Reference: https://docs.servicenow.com/bundle/utah-now-intelligence/page/use/reporting/task/add-additional-group-by-stack-by.html

3.22. A Software Product can only have a single license metric type associated to it.

A. True
B. False

Correct Answer: B
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/concept/c_SAMLicenseMetrics.html

3.23. By default, the license metric field is displayed on which record form within ServiceNow?

A. Software Model
B. Software Allocations
C. Software Entitlement
D. Software Product
E. Software Publisher

Correct Answer: C
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/concept/c_SAMLicenseMetrics.html

3.24. What product must you procure a separate license for in order to utilize Workflow and Client Software Distribution (CSD) to automatically install software on devices.

A. ITSM
B. Asset Management
C. Orchestration
D. Discovery
E. Deployment management

Correct Answer: C
Reference: https://docs.servicenow.com/bundle/latest/page/product/orchestration/task/t_ActivateClientSWDistribution.html

3.25. Software License Management (SLM) is a key component of the software asset lifecycle. What is its primary objective?

A. To convert regular per user licenses into subscription licenses
B. To track, control, and reduce software costs, including costs associated with non-compliance findings during a software audit
C. To reserve a block of licenses for a specific group of users and/or user role(s)
D. To accurately calculate annual true-up cost and total spend on a product
E. To automatically install and remove software on devices using Workflow and Client Software Distribution (CSD)

Correct Answer: B
Reference: https://www.servicenow.com/community/itsm-forum/difference-between-the-software-asset-management-plugins/m-p/644615

3.26. The Per Named Device license metric licenses which of the following?

A. A user for a number of installations of software
B. A device for a number of installations of software
C. A specific user for a number of installations of software
D. Cores on a physical server or virtual machine
E. A specific device for a number of installations of software

Correct Answer: E
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/concept/c_SAMLicenseMetrics.html

3.27. What is the purpose of the Metric Group on the Software Entitlement record?

A. To select the group of license metrics to be used on the entitlement
B. To select a group to see specific license metrics for a software category
C. To select a category of specific license entitlement attributes
D. To select a group to see specific license key attributes

Correct Answer: A
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/concept/c_SAMLicenseMetrics.html

3.28. ServiceNow Performance Analytics identifies a trend that use of a certain software package has reduced over time. This is a potential indicator of what?

A. Your company is under-licensed for the product.
B. Your company needs to renegotiate your contract to get better pricing.
C. Your company is over-licensed for the product.
D. Your company needs to retire the unused entitlements.

Correct Answer: D
Reference: https://blog.aspiresys.com/business-applications/servicenow/manage-servicenow-licenses-and-cut-cost-with-our-optimization-guide

3.29. A(n) ______________ is required for a user or device to consume software rights.

A. License
B. Allocation
C. Entitlement
D. Workflow

Correct Answer: B
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/concept/sam-license-workbench.html

3.30. Which of the following is required to identify users and devices that have the right to use software?

A. Software License
B. Software Allocation
C. Software Model
D. Software Entitlement
E. Software Installation

Correct Answer: D
Reference: https://www.servicenow.com/community/sam-articles/move-user-device-allocations-from-one-software-entitlement-to/ta-p/2318594
https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-management2/task/track-software-rights.html

3.31. Which of the following allocation types are available on an entitlement record in the ServiceNow baseline configuration? (Choose two.)

A. Device allocations
B. Country allocations
C. Company allocations
D. Department allocations
E. User allocations

Correct Answer: AE
Reference: https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-management2/task/track-software-rights.html

3.32. When importing entitlements, a record generates the error, “Publisher Part Number not found”. However, the record is for an expired entitlement that is no longer needed. Which is the best UI action to select?

A. Create Entitlement
B. Delete
C. Create Part Number
D. Reject

Correct Answer: B

3.33. Which of the following describes Practical Management within the capability blueprint?

A. Improve management controls and drive immediate benefits.
B. Know what you have so you can manage it.
C. Improve efficiency and effectiveness through integration with other areas, such as request, procurement, and IT Service Management.
D. Achieve best in-class.

Correct Answer: A
Reference: https://www.spoc.eu/blog/software-asset-management/

3.34. Match the type of result levels with the corresponding definition.

Blacklisted candidates are ______________ .

A. Software installations that are not normalized
B. Unlicensed and unallocated installations
C. Software installations not allowed in the network environment
D. Software installations with low usage

Correct Answer: C
Reference: https://docs.servicenow.com/csh?version=latest&topicname=c_SAMOptimization.html

3.35. Which of the following is not a core Software Asset Management function?

A. Financial Management
B. Reclamation
C. Rights Allocation
D. Inventory Management

Correct Answer: A
Reference: https://docs.servicenow.com/bundle/latest/page/product/asset-management/concept/c_AssetManagement.html

Topic 4 – Operational Integration of Software Processes

4.1. In addition to creating a new purchase order for software licenses, additional remediation options are available in Software Model results to: (Choose two.)

A. Remove Unallocated Installs
B. Remove Duplicate Allocations
C. Remove Unlicensed Installs
D. Remove Blacklisted Installs

Correct Answer: AC
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/task/t_ViewSWModelResults.html

4.2. What list can include manual creation, remediation options, and reclamation rules?

A. Software Models Results
B. Blacklisted Installations
C. Removal Candidates
D. Software Usage

Correct Answer: A
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/task/t_ViewSWModelResults.html

4.3. Which of the following remediation options can be performed on an individual user or device basis? (Choose three.)

A. Remove Unallocated Installs
B. Remove Unlicensed Installs
C. Create Allocations
D. Remove Allocations
E. Purchase Rights

Correct Answer: ABD
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/task/t_ViewSWModelResults.html

4.4. Which of the following reasons could apply when a remediation option has an ‘In Progress’ status? (Choose two.)

A. Workflow(s) or process(es) have been initiated to allocate software rights
B. Rights are now available and can be consumed during reconciliation
C. Workflow(s) or process(es) have been initiated to purchase software rights
D. Workflow(s) or process(es) have been initiated to harvest software rights
E. Customer instance is pending updates to CDS Server

Correct Answer: CD

4.5. Which stage of the software asset lifecycle includes all of the following steps?
Discovering software in the environment
Normalizing installed software to standards
Reconciling entitlements to discovered software
Remediating detected variances

A. Sunset
B. Manage
C. Support
D. Source
E. Plan

Correct Answer: E
Reference: https://www.servicenow.com/thank-you/lpebk/gorilla-guide-it-asset-management.html?elqUniqueCampainId=571d1e6f-4fb2-4736-bc99-86026353179f

4.6. Which catalog provides a listing of goods offered or available by a third party?

A. Service Catalog
B. Model Catalog
C. Item Catalog
D. Vendor Catalog
E. Product Catalog

Correct Answer: D
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/product-catalog/concept/c_ManageVendorCatalogItems.html

4.7. A software model can have up to how many catalog items?

A. 1
B. 2
C. 6
D. 10
E. Unlimited

Correct Answer: A
Referenece: https://docs.servicenow.com/en-US/bundle/latest/page/product/product-catalog/task/t_PublishAnItemToTheSoftwareCatalog.html

4.8. Define the three catalogs that support the request and procurement process:

4.8.1. Product Catalog

A. Listing of goods an organization provides.
B. Listing of goods offered or available by a third party.
C. Collection of models in the environment.

Correct Answer: C

4.8.2. Service Catalog

A. Listing of goods an organization provides.
B. Listing of goods offered or available by a third party.
C. Collection of models in the environment.

Correct Answer: A

4.8.3. Vendor Catalog

A. Listing of goods an organization provides.
B. Listing of goods offered or available by a third party.
C. Collection of models in the environment.

Correct Answer: B

Reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0997015

4.9 If a user requests three items from the software catalog at the same time, how many individual requests are created?

A. None; task records are created
B. 1
C. 3
D. 1 for each publisher
E. 1 for each product type

Correct Answer: B
Reference: https://docs.servicenow.com/en-US/bundle/list/page/product/product-catalog/task/t_PublishAnItemToTheSoftwareCatalog.html

4.10. Which of the following elements are included in Operational Integration of a SAM practice? (Choose three.)

A. Software Retirement
B. Software License Contracts
C. Software Sourcing
D. License Change Projection
E. Software Entitlements
F. Software Allocations
G. Software Model Lifecycle

Correct Answer: EFG

4.11. You have a contract that is getting ready to expire. What options do you have for handling this contract and remaining compliant? (Choose three.)

A. Reject
B. Extend
C. Cancel
D. Activate
E. Delete
F. Renew

Correct Answer: CEF
Reference: PDI instance

4.12. The baseline sam_admin role contains the additional roles of: sam_user, asset, and procurement_user, and which of the following? (Choose two.)

A. itil
B. sam_developer
C. contract_manager
D. model_manager
E. entitlement_manager

Correct Answer: CD
Reference: https://docs.servicenow.com/csh?version=latest&topicname=r_SAMRoles.html

4.13. What is the purpose of an external audit?

A. To ensure your users are not running any blacklisted software
B. To determine compliance with internally-defined vendor processes
C. To determine compliance with signed vendor agreements/contracts
D. To ensure your entitlements do not exceed your allocations
E. To determine compliance with licensing agreements regarding who, how, and when freeware software is being used

Correct Answer: C
Reference: https://www.servicenow.com/products/it-asset-management/what-is-software-asset-management.html

4.14. Match terms with the definitions related to Strategic Conformance:

4.14.1 Software entitlement rights to utilize previous or future versions

A. Client Access
B. Publisher Pack
C. Downgrade/Upgrade
D. Software Subscription

Correct Answer: C

4.14.2 Ability to utilize the software for a limited amount of time

A. Client Access
B. Publisher Pack
C. Downgrade/Upgrade
D. Software Subscription

Correct Answer: D
Reference: https://www.servicenow.com/products/it-asset-management/what-is-a-software-license.html

4.14.3 Specific number of users or devices that can access a product

A. Client Access
B. Publisher Pack
C. Downgrade/Upgrade
D. Software Subscription

Correct Answer: A
Reference: https://docs.servicenow.com/csh?version=latest&topicname=t_AddAClientAccessRec.html

4.14.4 Compliance dashboards

A. Client Access
B. Publisher Pack
C. Downgrade/Upgrade
D. Software Subscription

Topic 5 – Extending SAM

5.1. Software Asset Lifecycle has __________ components.

A. 8
B. 6
C. 7
D. 5

Correct Answer: B
Reference: https://www.servicenow.com/uk/products/software-asset-management.html
https://docs.servicenow.com/bundle/utah-it-asset-management/page/product/software-asset-management2/concept/it-asset-management.html

5.2. Additional Software Model Lifecycles phases can be added as __________ .

A. Options
B. Items
C. Choices
D. Selections

Correct Answer: C
Reference: PDI instance

5.3. Software Model Lifecycles can only be created for an external, publisher defined date.

A. True
B. False

Correct Answer: B
Reference: https://docs.servicenow.com/bundle/utah-application-portfolio-management/page/product/application-portfolio-management/concept/lifecycle-data-timeline.html

5.4. Once a weekly software content update adds lifecycle data to your instance, can it be deleted from the software model?

A. It can be deleted or deactivated
B. Yes, it can once accepted
C. It cannot unless the lifecycle stage is EOL
D. No, it cannot

Correct Answer: D
Reference: https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-management2/concept/sam-content-updates.html

5.5. During contract negotiations, what report could you run to gain visibility to products nearing end-of support?

A. Software Contract Lifecycle Report
B. Software Lifecycle Report
C. Software Licenses Report
D. Software Support Report

Correct Answer: B
Reference: PDI instance

5.6. Once you are ready to retire software in ServiceNow, what is the critical first step in the retirement process?

A. Manually set Allocations available on the entitlement to Zero (0)
B. Expire identified active software entitlements
C. Run the Software Model Lifecycle Report
D. Revoke all current allocations
E. Recover the identified software entitlements

Correct Answer: E
Reference: https://www.servicenow.com/community/itsm-forum/what-are-the-processes-to-retire-existing-configuration-item-and/m-p/787177
Business Rules: PDI instance

5.7. Publisher information such as general availability and end-of-life dates will be provided as part of what feature within ServiceNow?

A. License change projection
B. Software Product lifecycles
C. Publisher packs
D. Normalization suggestions
E. Reconciliation dimensions

Correct Answer: B
Reference: PDI instance

5.8. A user is notified their software install has been flagged for reclamation. The user declines approval. What is the next step in the workflow?

A. Nothing happens.
B. The user’s manager must approve or decline the reclamation.
C. The reclamation candidate is removed from the candidate list.
D. The software is reclaimed since it was not in use.

Correct Answer: B
Reference: https://docs.servicenow.com/csh?version=latest&topicname=c_SAMOptimization.html

5.9. Which of the following features enables organizations to easily upgrade a standard version of their software to an enterprise version?

A. Software Entitlement
B. Software Edition
C. Software Assurance
D. Software Allocation

Correct Answer: A
Reference: https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-management2/reference/software-entitlement-fields.html

5.10 What role must be granted in order to create new reports that could be viewed by other people?

A. Report Creator [Report_Creator]
B. Report Publisher [report_publisher]
C. ITIL [itil]
D. Global Report User [report_global]

Correct Answer: D
Reference: PDI instance
https://docs.servicenow.com/en-US/bundle/latest/page/use/reporting/task/t_ShareASetting.html

5.11. Performance Analytics allows users to: (Choose three.)

A. Track usage of a particular software.
B. Assess publisher compliance over a period of time.
C. Configure software reclamation.
D. View trends of software license allocations.
E. Remediate non-compliance

Correct Answer: ABD
Reference: https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/use/dashboards/application-content-packs/communities-content-pack.html
https://docs.servicenow.com/csh?version=latest&topicname=configuration-compliance-dashboard.html

New preparation quesitons

6.1. Software Asset Management (SAM) Professional reports can be delivered in which formats? (Choose three.)

A. PowerPoint
B. PDF
C. CSV
D. XLS

Correct Answer: BCD
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/administer/exporting-data/concept/c_ExportData.html

6.2. The goals of Software Asset Management include which of the following? (Choose three.)

A. Optimize spend
B. Rationalize business applications
C. Maintain compliance
D. Identify unauthorized usage
E. Support software audits

Correct Answer: ACD
Reference: https://blog.assetsonar.com/software-asset-management-tool-features-a443ca1c5e05

6.3. Which ServiceNow plugin is used by Software Asset Management (SAM) Professional and configured during SAM Professional setup?

A. Vendor Procurement
B. Asset Cost Management
C. Normalization Data Services
D. Asset Management
E. ITSM Software Asset Management

Correct Answer: C
Reference: PDI instance

6.4. Which SAM role must be a trained ServiceNow administrator?

A. sam_admin
B. sam_developer
C. discover_admin
D. entitlement_manager
E. model_manager

Correct Answer: B
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/reference/r_SAMRoles.html

6.5. Within Software Asset Management there are many key terms to understand, what is the best definition for Reconciliation?

A. Software license details that define use rights
B. One or more use rights assigned to a specific device or user
C. Classification of the acquired software
D. The process of standardizing discovered software installation data to defined norms
E. The process of producing a compliance position by comparing the number of software rights acquired against the normalized software inventory

Correct Answer: E
Reference: https://www.servicenow.com/community/sam-forum/reconciliation-in-sam/m-p/1302966

6.7. By default, which persona is responsible for loading asset management data from integrations and discovery tools into SAM Pro?

A. ServiceNow process owner
B. SAM manager
C. SAM administrator
D. ServiceNow administrator
E. SAM user

Correct Answer: D

6.8. As part of the discovery process, when records are written to the software installation table a check is performed to determine if the information already exists in the discovery model table, if a record exists, what does the system do?

A. The record is deleted and recreated to ensure the most recent discovery model is recorded.
B. Nothing, the record exists so it is ignored.
C. A new record is created for the installation in the discovery model table.
D. A reference to the discovery model record is identified and associated to the software installation record.

Correct Answer: D

6.9. Which of the following are valid on import errors (vs. after import) when using the automated entitlement import feature? (Choose three.)

A. Purchased rights should be greater than 0
B. The end date must be greater than the start date
C. Publisher Part Number and Software Model conflict
D. Duplicate entry
E. Publisher Part Number already exists

Correct Answer: BCE
Reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0854433

6.10. What are the available actions associated with the Normalization Suggestions feature? (Choose two.)

A. Accept – updates the discovery model with suggested values
B. Reject – ignores the suggestion. The next time the scheduled job is executed, it will not pick the same package or rule that was
rejected previously
C. Save – allows you to save the suggestion to review again later
D. Ignore – ignores the suggestion. All fields are updated to read only until the next time the job is executed with the same package
or rule that was ignored previously.
E. Create – creates a discovery model with suggested values

Correct Answer: AB
Reference: https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-management2/concept/normalization-suggestions.html

6.11. What is used to identify and normalize software installed in an environment?

A. Software Discovery Model
B. Software Installation Model
C. Software Model
D. Software Normalization Model
E. Software Reconciliation Model

Correct Answer: A
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/concept/c_DiscoveryModels.html

6.12. When a software title is transferred between vendors, the content library download and update feature will automatically propagate those changes to which of the following? (Choose three.)

A. Software entitlements
B. Software reconciliations
C. Software models
D. Transform maps
E. Discovery models

Correct Answer: BCE
Reference: https://docs.servicenow.com/bundle/utah-it-asset-management/page/product/software-asset-management2/concept/sam-content-updates.html

6.13. When creating a transform map to map software installation data into the appropriate SAM table, why would you set the coalesce values for the u_display_name. u_publisher, u_version, u_installed_on, and u_assigned_to fields to be true? (Choose two.)

A. To ensure that you import all these fields into the table
B. To avoid duplication of data
C. To ensure completeness of data
D. To ensure that if all fields match an existing record on import, that a new record is created
E. To ensure that if all fields do not match an existing record on import, that a new record is created

Correct Answer: AE
Reference: https://docs.servicenow.com/bundle/latest/page/administer/import-sets/concept/c_ImportSetCoalesce.html

6.14. What information is required when importing device allocations? (Choose three.)

A. Software model associated with the allocation
B. Purchase order of the device
C. User assigned to the device
D. Entitlement associated with the allocation
E. Quantity of rights allocated to the device

Correct Answer: ADE
Reference: https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/software-asset-management2/task/t_AddAnEntitlementAllocationSAMF.html

6.15. Within ServiceNow Discovery, the Scanning phase determines what?

A. What else can you tell me about yourself?
B. How should I classify you specifically?
C. Have I seen you before?
D. Are you there? How will I classify you?

Correct Answer: D
Reference: https://servicenowhelpdesk.com/servicenow-discovery-fundamentals/

6.16. Software models are used to connect purchased software rights with discovered software installations via which mechanism?

A. Transform Map
B. Software Discovery Model
C. Software Discovery Map
D. Reconciliation Map
E. Software Install Model

Correct Answer: B
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/concept/c_DiscoveryModels.html

6.17. What are three ways to get software asset data into ServiceNow?

A. Clone, Background Script, Discovery
B. Import Data, Plugin, Clone
C. Discovery, Import Data, Manual
D. Plugin, Background Script, Manual
E. Business rule, Workflow, Import

Correct Answer: C

6.18. ServiceNow Discovery finds IP-enabled devices and the software that runs on them. It uses a combination of the following methods to explore the devices. (Choose three.)

A. Agents
B. Signature files
C. Patterns
D. Probes
E. Sensors

Correct Answer: CDE
Reference: https://docs.servicenow.com/bundle/latest/page/product/discovery/concept/c_DiscoveryProbesAndSensors.html
https://docs.servicenow.com/bundle/utah-it-operations-management/page/product/discovery/concept/running-discoveries.html

6.19. What does the acronym “CAL” stand for?

A. Client Access Limit
B. Computer Access License
C. Client Access License
D. Concurrent Access License

Correct Answer: C
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/concept/c_SAMLicenseMetrics.html

6.20. Within the ‘Run Reconciliation’ process, how can the reconciliation be grouped?

A. Country, Department, Corporation, Location, Account
B. Country, Department, Company, Region, Cost Center
C. Country, Business Unit, Corporation, Location, Account
D. Country, Business Unit, Company, Region, Cost Center

Correct Answer: B
Reference: https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-management2/concept/reconcile-licenses-global-entities.html

6.21. By default, which ServiceNow role can read, but not create, a custom license script?

A. sam_developer
B. sam_user
C. sam_reconcile_user
D. sam_admin

Correct Answer: D
Reference: https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-management2/task/add-custom-license-metric.html

6.22. Which of the following is set in a software entitlement and used during reconciliation to determine your compliance position?

A. Reconciliation rule
B. Compliancy rule
C. Baseline KPI
D. License metric
E. License allocation

Correct Answer: D
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/concept/c_SAMLicenseMetrics.html

6.23. Once downgrade rights have been populated in the Downgrade Rights table, can they be deleted?

A. Yes, they can once accepted
B. They can be deleted or deactivated
C. They cannot until all associated allocations have been removed
D. No, they cannot

Correct Answer: D
Reference: https://www.servicenow.com/community/sam-forum/do-we-need-to-manually-add-upgrade-rights-and-downgrade-rights/m-p/1326901#:~:text=Once%20downgrade%20rights%20are%20created,can%20deactivate%20the%20downgrade%20rights.

6.24. By default, which ServiceNow role can run on-demand reconciliation?

A. sam_user
B. sam_reconcile_user
C. sam_cmdb_user
D. sam_admin
E. sam_manager

Correct Answer: A
Reference: https://docs.servicenow.com/csh?version=latest&topicname=r_SAMRoles.html

6.25. On the License Workbench, which of the following is defined as the “Estimated cost of remediating non-compliance”?

A. Software spend
B. Reconciliation cost
C. True-down cost
D. Over-licensed cost
E. True-up cost

Correct Answer: E
Reference: https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-management2/reference/Recon-swmodelresults-classic.html

6.26. Automated license reconciliation keeps license positions accurate and up-to-date without manual calculations. Disregarding on-demand runs for a specific publisher or all publishers, how often does reconciliation run?

A. Bi-weekly
B. Daily
C. Every other day
D. Monthly
E. Weekly

Correct Answer: E
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/task/t_RunReconciliation.html

6.27. When reconciliation is run, what information does the software product results display?

A. Results for all products and installations associated to the publisher
B. Results for each license metric associated to the software model
C. Results for all models and installations associated to the product
D. Results for all license metrics related to the software model

Correct Answer: C

6.28. When reconciliation is run, what information does the software publisher results display?

Correct Answer: A
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/task/t_ViewSWModelResultsSAMF.html
PDI instance

6.29. What type of record is only created when a software model or entitlement exists for the product?

A. SAM Analytics Results
B. Software Asset Results
C. Software Product Results
D. Software Model Results

Correct Answer: D
Reference: https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-management2/task/t_ViewSWModelResults.html

6.30. For which of the following reasons could an installation be unlicensed at the Product Result level?

A. The software installation was not completed correctly due to an incorrect workflow set-up.
B. Software installation records are not associated with a software discovery model.
C. The software normalization process has not yet run.
D. The software discovery model is not mapped to the appropriate software model.
E. The software installation has not been fully reconciled.

Correct Answer: B
Reference: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0786578

6.31. By default, which ServiceNow role can only view reconciliation results?

A. sam_reconcile_user
B. sam_user
C. sam_viewer
D. sam_cmdb_user
E. sam_manager

Correct Answer: B
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/reference/r_SAMRolesSAMF.html

6.32. For products monitored by System Center Configuration Manager (SCCM), what usage data point(s) are imported for reclamation analysis?

A. Number of Times Used
B. Average Use Time
C. Last Used and Total Usage Time
D. Last Used Only

Correct Answer: C
Reference: https://docs.servicenow.com/bundle/utah-integrate-applications/page/administer/integrationhub-store-spokes/concept/sccm-usage-metering-spoke.html

6.33. Which catalog provides a collection of models in the environment?

A. Service Catalog
B. Item Catalog
C. Product Catalog
D. Vendor Catalog
E. Model Catalog

Correct Answer: C
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/product-catalog/concept/c_ProductCatalog.html

6.34. Software reclamation is integrated with which of the following to automate the process of uninstalling software from devices and reclaiming those software rights?

A. Integrated Risk Management
B. HR Management
C. Client Software Distribution
D. Incident Management

Correct Answer: C
Reference: https://docs.servicenow.com/bundle/utah-integrate-applications/page/administer/integrationhub-store-spokes/concept/csd-app-2.html

6.35. Reclamation rules can be applied to what types of software? (Choose two.)

A. Subscription software
B. End-of-life software
C. Blacklisted software
D. Installed software
E. Free-ware software

Correct Answer: AD
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/task/t_AddAReclamationRule.html

6.36. Which of the following are valid Remediation Options on the License Workbench after reconciliation has been run? (Choose five.)

A. Create Entitlements
B. Remove Metric Attributes
C. Purchase Rights
D. Remove Unallocated Installs
E. Remove Unlicensed Installs
F. Create Allocations
G. Remove Allocations

Correct Answer: CDEFG
Reference: PDI instance

6.37. Which of the following are valid States of Remediation Options on the License Workbench after a reconciliation has been run? (Choose four.)

A. New
B. Cancelled
C. Void
D. Complete
E. Done
F. In Progress

Correct Answer: ACDF
Reference: PDI Instances
https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-management2/task/t_ViewSWModelResults.html

6.38. What role(s) are required to import financial data for use in software spend detection? (Choose two.)

A. sam_spend_import
B. sam_spend_manager
C. sam_user
D. sam_admin
E. procurement_user

Correct Answer: AD
Reference: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/reference/r_SAMRoles.html

6.39. What type of publisher lifecycle information does the Software Lifecycle report prioritize?

A. Information provided in the demo data
B. Information entered by the user
C. Information entered by the publisher
D. Information provided by the software library
E. Information provided by the publisher pack

Correct Answer: B
Reference: https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-management2/concept/calculated-lifecycles.html

6.40. Maintenance entitlements can be associated with what types of entitlements (for non-Microsoft publishers)? (Choose three.)

A. Upgrade
B. Perpetual
C. Perpetual + Subscription
D. Perpetual + Maintenance
E. Subscription

Correct Answer: ABD
Reference: https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-management2/concept/software-license-maintenance.html

6.41. How are Microsoft Office 365 reserved licenses handled after true-up?

A. They are automatically converted into regular licenses
B. They are automatically disabled until additional licenses are purchased
C. They are automatically deleted and must be re-reserved
D. They are automatically removed from true-up calculations and billed separately

Correct Answer: D
Reference: https://docs.servicenow.com/bundle/utah-it-asset-management/page/product/software-asset-management2/task/create-o365-reserve.html

6.42. Using end-of-life/end-of-support software exposes your organization to security threats. What report can you run to gain visibility to these products?

A. Software Models with deactivated discovery maps
B. License Position Report
C. Software Model Lifecycle Report
D. Software Product Lifecycle Report
E. License Workbench Report

Correct Answer: D

6.43. Performance Analytics allows users to do which of the following? (Choose three.)

A. Assess publisher compliance over a period of time
B. View trends of software license allocations
C. Configure software reclamation
D. Remediate non-compliance
E. Track usage of a particular software

Correct Answer: ABE

6.44. A user is notified their software install has been flagged for reclamation. The user declines approval. What is the next step in the workflow?

A. Nothing; the workflow stops.
B. The user’s manager must approve or decline the reclamation.
C. The reclamation candidate is removed from the candidate list.
D. The software is reclaimed since it was not in use the notification was only informational.
E. A justification is requested and submitted to Change Management for approval.

Correct Answer: B

6.45. What does a usage record track?

A. The sum of usage for a selected data
B. The high watermark of software usage
C. The sum of usage on a weekly basis
D. The sum of usage since installation date
E. The sum of usage on a monthly basis

Correct Answer: E
Reference: https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-management2/task/t_ViewSoftwareUsage.html
PDI Instance

6.46. Which methods can you use to store contract terms with your contracts? (Choose 2 answers)

A. Add a link to the contract details the Asset covered record
B. Add the details in the Terms and Conditions section of the contract record
C. Add the details in the Contract section of the software entitlement record
D. Add a link in the software entitlement record to the contract details stored in another location
E. Attach a PDF of the contract to the contract record

Correct Answer: BC

6.47. When viewing the software spend detection dashboard, what is unmanaged spend?

A. The total spend for transactions that are not identified as an accounts payable spend or an expense spend
B. The total spend for transactions where the publisher and product are identified but there’s no software model identified for the product
C. The total spend for transactions that are identified for an unmanaged publisher
D. The total spend for transactions where the publisher, product, and software model are identified but there’s no software installations identified for the product.

Correct Answer: B

6.48. Using content library data to track a software model’s lifecycle phase assists which ServiceNow product to perform application rationalization?

A. Technology Portfolio Management
B. HR Management
C. Incident Mangement
D. Integrated Risk Management

Correct Answer: A

6.49. Which of the following features enables organizations to easily upgrade a standard version of their software to an enterprise version?

A. Software Allocation
B. Software Edition
C. Software Entitlement
D. Software Assurance

Correct Answer: D
Reference: https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-management2/task/create-entitlement-microsoft-sa.html

6.50. What are Microsoft Office 365 reserved licenses used for?

A. To convert subscription licenses to regular per device licenses
B. To reserve a block of licenses for a specific group of users and/or user roles(s)
C. To accurately calculate annual true-up cost and total spend on a product
D. To convert regular per user licenses into subscription licenses

Correct Answer: C

6.51. During contract negotations, what report could your run to gain visibility to products nearing end-of-support?

A. Software Contract Lifecycle Report
B. Software Licenses Report
C. Software Lifecycle Report
D. Software Support Report

Correct Answer: C

6.52. Once you are ready to retire software in ServiceNow, what is the critical first step in the retirement process?

A. Manually set Allocations available on the entitlement to zero (0)
B. Recover the identified software entitlements
C. Run the Software Model Lifecycle Report
D. Revoke all current allocations
E. Expire identified active software entitlements

Correct Answer: B
Reference: https://nowlearning.servicenow.com/nowcreate?id=nc_asset&asset_id=0dd2ec07dba050909d7e0114b9961953

6.53. After a reconcilation is run, you can access Software Model Results, Unlicensed Installs, and Removal candidates related lists from where on the License Workbench?

A. Software Product Results
B. Software Mangement Results
C. Software Model Results
D. Software Edition Results

Correct Answer: A
Reference: https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-management2/reference/Recon-swmodelresults-classic.html

6.54. Which of the following license metrics are available within the ServiceNow baseline configuration? (Choose 3 answers)

A. Per Core
B. Per Named Device
C. Concurrent User
D. Per User
E. Processor Value Unit (PVU)

Correct Answer: ABD

6.55. By default, the license metric field is displayed on which record form within ServiceNow?

A. Software publisher
B. Software model
C. Software entitlement
D. Software product
E. Software allocation

Correct Answer: C

6.56. Software usage data can be imported out-of-the box using which of the following?

A. Discovery
B. Other third-party sources
C. APM
D. SCCM

Correct Answer: D

6.57. Which SAM role grants a user the ability to set reclamation rules?

A. sam_admin
B. sam_analyst
C. sam_integrator
D. sam_user

Correct Answer: A

6.58. Which catalog provices a central listing of goods and services an organization provides?

A. Product Catalog
B. Model Catalog
C. Service Catalog
D. Vendor Catalog
E. Item Catalog

Correct Answer: C

6.59. When creating entitlements and selecting a product Publisher Part Number (PPN), what information is defaulted from the PPN? (Choose 2 answers.)

A. License type
B. Platform
C. Agreement type
D. License metric
E. Language

Correct Answer: BC

6.60. According to ServiceNow recommendations, any changes to the OOB (out-of-the-box) Software Asset Management function/fields should be handled through which option below?

A. Configuration
B. Customization
C. Control Properties
D. Access Control Lists

Correct Answer: A

6.61. Discovery models may not be fully normalized until updated content is donwloaded from the ServiceNow Software Content Library. How do you determine if the content has been downloaded?

Correct Answer: A

6.62. When importing and/or manually entering software entitlement data into SAM, you find that you do not have the Publisher Part Number (PPN) for several of your entitlements. What essential information is required in order for you to successfully add these entitlement records?

A. Publisher, Product, License Type, Purchased rights, Metric group, and License metric
B. Agreement type, Purchased rights, Product, Asset tag, and Vendor
C. Publisher, Product, Version, Edition, Platform, and Language
D. Version, Edition, Platform, Purchased rights, Vendor, and Contract number

Correct Answer: A
Reference: https://www.servicenow.com/community/sam-forum/sam-software-models/m-p/1299629

6.63. Software discovery models are stored in which table?

A. cmdb_sam_sw_discovery_model
B. cmbd_samp_sw_discover
C. cmbd_sam_sw_install
D. cmbd_sam_sw_reconcile
E. cmbd_sam_sw_discovery

Correct Answer: A

6.64. What is the definition of Partially Normalized?

A. A discovery model was normalized based on publisher field alone
B. The software discovery model has not yet completed its run through the normalization process
C. A discovery model was normalized based on the publisher and product fields only
D. A discovery model was normalized based on publisher, product, version fields
E. A discovery model normalized based on product field alone

Correct Answer: C
Reference: https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-management2/reference/normalization-status.html

6.65. As part of the software normalization process, software discovery models are normalized via which mechanisms? (Choose 2 answers)

A. Scheduled job
B. Business rule
C. Fix script
D. Workflow
E. Integration

Correct Answer: AB

6.66. If a value from an import set does not exist in the ServiceNow instance and the value is required, but the new value cannot be created, which Choice action should be selected?

A. Reject
B. Delete
C. Add
D. Create

Correct Answer: A

6.67. During the normalization process, a discovery model can be fully normalizaed based on which of these fields? (Choose 3 answers)

A. Version
B. Asset tag
C. License metric
D. Vendor
E. Publisher
F. Product

Correct Answer: AEF

6.68. Within ServiceNow Discovery, the identification phase determines what?

A. How should I classify you specifically?
B What else can you tell me about yourself?
C. Have I seen you before?
D. Are you there? How will I classify you?

Correct Answer: C

6.69. What is required to manage utilization of the Software Asset Management Content Service?

A. A script must be defined to identify what information should be shared with the Content Service.
B. The service must be opted in to but, once enabled, it cannot be opted out of.
C. Nothing. The service automatically enabled and cannot be opted out of.
D. The service must be opted in to and can be opted out of in the future, if required.
E. The service is automatically enabled through the baseline installation but can be opted out of, if required.

Correct Answer: D

6.70. For what are Normalization Suggestions created?

A. Software entitlements with field values that differ from those in the package or pattern rules
B. Discovery models with field values that differ from those in the package or pattern rules
C. Software models with field values that differ from those in the package or pattern rules
D. Discovery patterns with field values that differ from those in the package or pattern rules

Correct Answer: B

6.71. When Discovery indentifies installed software in your environment, what table does it automatically store this data in?

A. Discovered Software Installation [cmdb_disco_sw_install]
B. Product Result [samp_product_result]
C. Discovered Software Model [cmdb_disco_software_product_model]
D. Software Installation [cmdb_sam_sw_install]

Correct Answer: D

6.72. How often is the scheduled job for the normalization process run?

A. Nightly
B. Weekly
C. Every time Discovery is run
D. Nightly for new discovery models and weekly for all discovery models that do not have a status of normalized or manually normalized
E. Immediately for new discovered models and nightly for all discovery models that do not have a status of normalized or manually normalized

Correct Answer: E

6.73. Which of the following are valid AFTER AFTER import errors when using the automated entitlement import feature? (Choose 2 answers)

A. Duplicate entry
B. Purchased rights should be greater than 0
C. Publisher Part Number and Software Model not found
D. Publisher Part Number already exists
E. The end date must be greater than the start date

Correct Answer: DE

6.74. What is a first key step prior to uploading your entitlement import data via the ServiceNow provided template?

A. Ensure you have downloaded and used the latest version of the template file
B. Ensure you have filled out every field in the template
C. Ensure you have the sam_user role assigned to you
D. Ensure the entitlement data is listed on the first tab of the template file.

Correct Answer: A

6.75. When a loading a small amount of data (i.e., a few records), which is the best method to use?

A. Use Discovery to find software on the network
B. Manually add through ServiceNow forms
C. Import data
D. Modify a workflow
E. Crearte a business rule

Correct Answer: B

6.76. When a Software Installation record is created, ServiceNow attempts to match the installation to a:

A. Software Entitlement
B. Software Model
C. Software Discovery Model
D. Application Model

Correct Answer: C

6.77. By default, which persona is responsible for ensuring that the SAM program is rolled out and executed correctly and consistantly across the organization?

A. SAM administrator
B. SAM user
C. SAM manager
D. ServiceNow administrator
E. SAM process owner

Correct Answer: E

6.78. Which of the following SAM roles grants a user the ability to write scripts?

A. entitlement_manager
B. sam_developer
C. model_manager
D. sam_admin
E. discover_admin

Correct Answer: B

6.79. Within Software Asset Management there are many key terms to understand, what is the best definition for Software Allocation?

A. Software license details that define use rights
B. One or more use rights assigned to a specfic device or user
C. Classification of the acquired software
D. The process of standardizing discovered software installation data to defined norms
E. The process of producing a compliance position by comparing the number of software rights acquired against the normalized software inventory

Correct Answer: B

6.80. Which ServiceNow plugin is used by Software Asset Management (SAM) Professional and configured during SAM Professional setup?

A. ITSM Software Asset Management
B. Normalization Data Services
C. Asset Management
D. Asset Cost Management
E. Vendor Procurement

Correct Answer: B

6.81. By default, which user role must verify the successful activation of plugins by ServiceNow support

A. asset_admin
B. sam_user
C. sys_admin
D. sam_admin

Correct Answer: C

6.82. What is the purpose of an external audit?

A. To ensure your users are not running any blacklisted software
B. To determine compliance with licensing agreements regarding who, how, and when freeware software is being used
C. To determine compliance with internally-defined vendor processes
D. To ensure your entitlements do not exceed your allocations
E. To determine compliance with signed vendor agreements/contracts

Correct Answer: E

6.83. An organization cannot be externally audited based on its use of what types of software

A. Snagit
B. Freeware
C. Browsers
D. Drivers
E. WinZip

Correct Answer: C

6.84. How are the Software Asset Management Professional Plugins actived?

A. They are requested from and activated by an admin user
B. They are activated by the sam_admin user
C. They are activated by default in the base ServiceNow system
D. They are activated by the sam_developer user
E. The are request from and activated by ServiceNow support

Correct Answer: E

6.85. ServiceNow Discovery identifies the software running on an IP-enabled device during which of its phases?

A. Identification
B. Communication
C. Port Scan
D. Exploration
E. Classification

Correct Answer: D

6.86. What is used to determine if installation are a part of a suite only when the suite parent is not discovered on a device?

A. Inference percent
B. Model bundles
C. Product results
D. Software model

Correct Answer: A
Reference: https://docs.servicenow.com/csh?version=latest&topicname=Manage-software-suites.html

6.87. Which feature provides detailed, actionable information for software reconciliation?

A. Historical Results
B. Normalization and Content Service dashboard
C. Normalization Suggestions
D. License Position Report
E. License Workbench

Correct Answer: E

6.88. The process of determing compliance by comparing software rights owned with normalized software installations discovered is called what?

A. Remediation
B. Reconciliation
C. Discovery
D. Allocation
E. Normalization

Correct Answer: B

6.89. When is a model result generated after reconciliation?

A. Never
B. Whenever there is at least one software model or entitlement defined for the product
C. Only when there are allocations identified on a software entitlements defined for the model
D. Only when related entitlements have a cost identified
E. Always, even if there are no software models or entitlements defined for the product

Correct Answer: B
Reference: https://docs.servicenow.com/en-US/bundle/utah-it-asset-management/page/product/software-asset-management2/reference/Recon-swmodelresults-classic.html

6.90. When reconcilation is run, what information does the Software Model Results display?

A. Results for each license metric associated to the software model
B. Results for all products and installations associated to the publisher
C. Results for all license metrics related to the software model
D. Results for all models and installations associated to the product

Correct Answer: A

6.91. The Per Device license metric licenses which of the following?

Correct Answer: E

6.92 To accurately report your true-up costs during reconciliation, what must your update in your software models? (Choose 2 answers)

A. License cost plus maintenance cost plus reserved license cost
B. Maintenance cost
C. License cost
D. Reserved license estimated cost
E. License cost plus reserved license cost

Correct Answer: BC

Study Notes

Existing Reports in Table SAM Workbench Report – samp_workbench_report

Software product lifecycle report – Table: Software Lifecycle Report – sam_sw_product_lifecycle_report – life-cycle information (e.g. EOL software install) for all product versions managed on software models.
- Lifecycle Phase options: End of Life, End of Support, End of Extended Support, General Availability, Pre Release, Upgrade.
- Risk options: Very High, High, Moderate, Low
- Product type options: Licensabe, Not Licensable, Patch, Driver, Child, Unknown
Software license compliance position – Table: License Position Report – samp_license_position_report – compliance details for each software model to understand your license position.
- Fields: Software publisher/product, Edition, Version, Software model status, License metric, Total spend, Rights owned/consumed/needed/available, Unlicensed installs, True-up cost, Potential savings, Over-licensed amount, Software model
Software models with de-activated discovery – Table: Software Model – Filter condition: Discovery map.Active = false
Licensable software products deployed on containers – Table: Software Installations on Container – licensable Software deployed on containers.
Windows and SQL Server infrastructure details report – Table: Windows and SQL Server infrastructure report – samp_win_sql_infra_report – core infrastructure details for the physical hosts and the virtual machines deployed across the entire hybrid environment. Helps SAM Managers to understand the entire infrastructure environment.
Azure BYOL realized savings report – Table: Azure BYOL realized savings report – azure_byol_realized_savings – calculation of your standard savings and actual savings based on usage for having Azure Hybrid Benefit enabled for Windows Server and SQL Server on Azure virtual machines. Cloud Insights Core and Cloud Integrations Azure plugins have to be activated.
Oracle infrastructure report – Table: Licenses Required By – samp_licenses_required_by – Oracle databases you are running, the physical servers and virtual machines supporting these databases, and the number of processor cores that must be licensed.
Oracle DB Server deployments per agreement – Table: Oracle DB Server deployments per agreement – oracle_db_server_deployments_per_agreement – Oracle Database Server deployments across On premise and Cloud, per Agreement Type, which includes Unlimited License Agreements and Generic Agreements

Software Entitlement – alm_licensee:

Identify Discovery Model with: Publisher part number
Required fields: Software model, License type, License metric, Purchase rights
License type options: Perpetual, Perpetual+Maintenance, Maintenance, Subscription, Upgrade
Metric group options: Custom, Concurrent Licenses, Common, Microsoft/Adobe/IBM/Oracle/SAP/Citrix/VMware/RedHat
License metric options: Floating, Network, Token (used for Purchased rights)
Agreement type options: Enterprise License Agreement (ELA), Generic
Read only fields: Active rights, Allocations available, Total cost
General: Serial number, State (On order, In transit, In use, In maintenance, In stock, Retired, Missing, Build)
- Substates In transit options: Available, Reserved, Defective, Pending install, Pending disposal, Pre-allocated, Pending resale
Financial: Vendor, Invoice number, Request line, Purchased, GL account, Cost center
Contracts: Lease contract, Warranty expiration, Support group, Supported by
- Asset Covered: Contract number, Name, Contract model, Date added, Date removed
Device Allocations: Allocation condition
- Device Allocations: Allocated to, Quantity, License key
Activities
Entitlement Consumption Rules: Consumption rule
Expenses Lines: Number, Inherited, Parent, Date, Short description, Rate Card, Source ID, Amount, Type, Summary type
License Keys: License key, Is allocated
Entitlement History: Display name, State, Metric group, License metric, License type, Purchased rights, Active rights, Total cost, Start date, End date
Upgrade History: New Upgrade Software Model, Old Software Model, Old Publisher Part Number, Created

Device Allocations – alm_entitlement_asset:

Required fields: Allocated to, Entitlement, Quantity

Other fields: License key, Display name (Allocated to + Software model), Cached

User Allocations – alm_entitlement_user

Required fields: Assigned to, Entitlement, Quantity

Other fields: License key, Display name (Assigned to + Software model), Cached

Software Model – cmdb_software_product_model:

Suite Components (Suite child, Mandatory, Suite relationship assumed)
Suite Parents (Suite parent, Mandatory, Suite relationship assumed)
Product Catalog (Catalog Item, Description, Picture)
Software Product Lifecycles – sam_sw_product_lifecycle (Version, Full version, Edition, Lifecycle phase, Lifecycle type, Source, Phase start date)
Software Entitlements – alm_license (Display name, License metric, Metric group, License type, Active rights, Purchased rights, Total cost)
Software Model Results – samp_software_model_result (Status Compliant/Not Compliant, Agreement type, Unlicensed installs, True-up cost, Over-licensed amount, Group, Subgroup)
Metric Attributes – samp_sw_metric_attribute (Attribute, Attribute value, Attribute value is unlimited, Description, License metric, Metric group, Domain)
Vendor Catalog Items – pc_vendor_cat_item (Name, Product ID, Short Description, Vendor Price, Rank tier)
Client Access – samp_sw_client_access (Name, Count, Type, Usage, Cost Center, Department, Location, Company)
Software Subscriptions – samp_sw_subscription (Display name, User principal name, Software model, Last activity, Subscription profile)
Downgrade Rights – samp_sw_downgrade_model (Software model, Active, Source)
Reclamation – Removal Candidates – samp_sw_reclamation_candidate (Number, User principal name, Last activity, Justification (Low Usage, Unallocated, Unlicensed, Restricted Software, Dual License, User Surrenderer, Optimize vCPU, Employee Separation, Invalid Configuration, Consolidate Subscriptions, Unlicensed Cloud Install), State, Potential savings)
Skills – cmn_m2m_skill_model (Skill, Description)
Knowledge

Remediation Options (Action (for compliance Create Allocations, Remove Allocations, Purchase Rights, Remove Unlicensed Installs, Remove Unallocated Installs), Status (New – blue color, Complete – green color, Void – red color, In Progress – yellow color), Rights needed (Purchase Rights), Affects compliance, Actionable rights (total rights affected by the action), True-up cost (estimated cost of remediating non-compliance based on the last number of rights needed))

Product Result – samp_product_result (all fields are read only mode)

Reconciliation Result – samp_reconciliation_result
- Fields: Number, Publisher, Product, Status (In Progress, Completed, Failed), True-up cost, Over-license amount, Potential savings, Licensed/Unlicensed installs)
Software Model Results – samp_software_model_result
- Fields: Publisher, Product, Software model, Reconciliation result, Unlicensed installs, Over-licensed amount, True-up cost, Status (Compliant or Not Compliant), Latest (true or false, result is from the most recent reconciliation run), Last reconciled, Agreement type (Generic or Enterprise License Agreement ELA, if ELA then status is always Compliant)

License Metric Results (Rights owned/used/available, Over-licenses amount, Allocations needed, Allocated in-use/not-in-use, Not allocated, Not allocated in-use/not-in-use)
Purchase Orders (Number, Product Model, Product Catalog, Purchase order, Status, Cost, Total cost, List price)
Licensed Installs (Display name, Publisher, Version, Discovery model, Installed on, Assigned to)
Unlicensed Installs (Display name, Publisher, Version, Installed on, Assigned to)
Unlicensed Subscriptions (Publisher, Product, User/user profiele, Software model, Subscription profile)
Removal Candidates (Number, Name, Publisher, Product, Potential saving, State, Justification)

Important References

SAM Roles: https://docs.servicenow.com/csh?version=latest&topicname=r_SAMRoles.html
SAM Content Service: https://docs.servicenow.com/csh?version=latest&topicname=sam-content-updates.html
Normalization and Content Service: https://docs.servicenow.com/csh?version=latest&topicname=sam-normalization-dash.html
Reconciliation for compliance: https://docs.servicenow.com/csh?version=latest&topicname=c_SAMReconciliation.html
Software entitlement fields: https://docs.servicenow.com/csh?version=latest&topicname=software-entitlement-fields.html
Software model fields:https://docs.servicenow.com/csh?version=latest&topicname=software-model-fields.html
Software discovery and normalization: https://docs.servicenow.com/csh?version=latest&topicname=c_SAMDiscovery.html
Software model results: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/task/t_ViewSWModelResults.html
Software license usage: https://docs.servicenow.com/en-US/bundle/latest/page/product/software-asset-management2/concept/sam-license-workbench.html
Software license metrics: https://docs.servicenow.com/csh?version=latest&topicname=c_SAMLicenseMetrics.html
Downgrade rights: https://docs.servicenow.com/csh?version=latest&topicname=downgrade-rights.html
Reclamation rules: https://docs.servicenow.com/csh?version=latest&topicname=t_AddAReclamationRule-1.html
Reclamation candidates (Software optimization and removal): https://docs.servicenow.com/csh?version=latest&topicname=c_SAMOptimization.html
SaaS License Management: https://docs.servicenow.com/csh?version=latest&topicname=sam-subscription-management.html
Software Spend Detection: https://docs.servicenow.com/csh?version=latest&topicname=software-spend-detection.html
Contract Management: https://docs.servicenow.com/csh?version=latest&topicname=c_ContractManagement.html
Client Software Distribution (CSD) for SCCM: https://docs.servicenow.com/csh?version=latest&topicname=c_CSDFromAnSCCMHost.html
Software Asset Analytics: https://docs.servicenow.com/csh?version=latest&topicname=c_SAMDashSAA.html
Performance Analytics for Configuration Compliance: https://docs.servicenow.com/csh?version=latest&topicname=configuration-compliance-dashboard.html

CIS-SAM Exam Preparation

CIS-SAM – ServiceNow Certified Implementation Specialist – Software Asset Management

Exam Questions

Answers with references to help you prepare for the exam

Topic 1 – Software Asset Core Overview and Fundamentals

Last scores after creating the questioner with the answers:

Third Attempt – Pass

Second Attempt with some of the questions – Topic Level Scoring:

First Attempt without using questioner – Topic Level Scoring:

Study Notes at the end of the page

Important References

1.1. Which data point is required when getting software associated with a purchase order in ServiceNow?

1.2. Which of the following data components is essential for ServiceNow’s Software Asset Management approach to be successful? (Select four.)

1.3. Match the best practice method for the medium amount of data:

1.4. What is the best definition of normalisation among the numerous essential concepts used in software asset management?

1.5. Which sources of discovery are suggested by ServiceNow to fill the table of ServiceNow software installations? (Select two.)

1.6. Creation of a template can help facilitate future data imports and be reused to import and transform data.

1.7. Client access is the authorization to use something for a set period of time.

1.8. Coalesce can only use a single field to uniquely identify a record.

1.9. When receiving an order, which data point is mandatory?

1.10. What statement regarding plugins is accurate? (Select two.)

1.11. How are the Software Asset Management Professional Plugins activated?

1.12. Which of the following are true of plugins? (Choose two.)

1.13. Which of the following is NOT a part of the navigation tree for the Publisher workbench? (Select two.)

1.14. When receiving software related to a purchase order in ServiceNow, which data point is mandatory?

1.15. Which of the following are NOT features of the Publisher workbench navigation tree? (Choose two.)

1.16. Mechanism for mapping data from the import set table to the permanent table in ServiceNow is called:

1.17. In which stage of the ServiceNow Implementation Methodology (SIM) is the purpose to define processes and requirements for engagement and finalize delivery plan and user stories?

1.18. What is used to determine if installations are a part of a suite only when the suite parent is not discovered on a device?

1.19. Which statements are true in regards to ServiceNow’s Client Software Distribution (CSD) functionality? (Choose two.)

1.20. Which of the following claims about ServiceNow’s Client Software Distribution (CSD) feature is accurate? (Select two.)

1.21. Which of the following SAM roles has the authority to give a user the ability to write scripts?

1.22. There are 4 tiers listed in the Capability Blueprint. Which level is referred to as Tier 1?

1.23. Which of the following are available publisher packs? (Choose four.)

1.24. Which of the following features aggregates usage over a period of time and specifies a minimum number of hours the software must be used, or date last used?

1.25. Which user role is required by default to confirm that plugins have been successfully activated by ServiceNow support?

1.26. When populating software usage records automatically via Microsoft System Center Configuration Manager (SCCM), which plugins are required? (Choose two.)

1.27. An allocation is automatically created in which of the following scenarios? (Choose two.)

1.28. In the ServiceNow base platform, which roles have the ability to refresh processor definitions?

Topic 2 – Data Integrity / Attributes and Sources for the Data

2.1. Which of the following are required to import usage data using the System Center Configuration Manager (SCCM) data? (Choose three.) (old version)

2.2. Software usage data can be imported utilizing:

2.3. Which of the following statements is incorrect with regards to on-premise import and export of Content Service data? (choose two.)

2.4. If a value from an import does not exist in ServiceNow and the import should not create a new record, which option should be selected?

2.5. When loading a medium amount of data, which is the best method to use?

2.6. What is a first key step prior to uploading your entitlement import data via the ServiceNow-provided template?

2.7. What are three ways to get software asset data into ServiceNow?

2.8. The Software Asset Management Content Service is automatically enabled and cannot be opted out.

2.9. What table is populated with the content library data that is pulled from the content service? (old version)

2.10. When specified during an entitlement import, which of the following is matched to data in the Content Service Library and used to create a software model automatically?

2.11. As part of the software normalization process, software discovery models are normalized via which mechanisms? (Choose two.)

2.12. What is the definition of Partially Normalized?

2.13. What is the name of the Scheduled job that runs daily for normalization?

2.14. Within Software Asset Management there are many key terms to understand, what is the best definition for Software Allocation?

2.15. How often is the scheduled job for the normalization process run?

2.16. Discovery models may not be fully normalized until updated content is downloaded from the ServiceNow Software Content Library. How do you determine if the content has been downloaded?

2.17. When populating the Downgrade Rights table, if there is no software model corresponding to a discovery map, which of the following is automatically created?

2.18. For software asset management, when software is discovered, the records from the discovered pattern are copied into which table?

2.19. Within ServiceNow Discovery, the Exploration phase determines what?

2.20. If your organization is currently running Discovery, but has not yet installed the SAM Professional application, what must you do after installing SAM in order to make your discovered software installation information available to SAM?

2.21. ServiceNow Discovery identifies the software running on an IP-enabled device during which of its phases?

2.22. When a Software Installation record is created, ServiceNow attempts to match the installation to a:

2.23. ServiceNow Discovery has 4 phases: Scanning; Classification; Identification; and Exploration. In which phase is the software running on a device identified?

2.24. Any product that accurately discovers software installations on computers in an environment can be used as the source for a Software Installation data.

2.25. When are discovery models created?

2.26. By default, which persona is responsible for controlling the day-to-day activities of the SAM process and ensuring the overall quality of software asset data?

2.27. When creating custom products: (Choose the best answer.)

2.28. If a customer does not like the way reconciliation runs or calculates compliance, it is okay to modify the scripts includes, business rules and other logic to accommodate the business requirement.

2.29. By default, which ServiceNow role can view reconciliation results?

Topic 3 – Practical Management of Software Compliance

3.1. The process of determining compliance by comparing software rights owned with normalized software installations discovered is __________ .

3.2. The definition for _________________ in the Reconciliation Product result is: “Estimated cost of remediating non-compliance based on the least number of rights needed.”

3.3. When reconciliation is run, a list of reconciliation results displays the compliance status of software versions and editions with respect to discovery and entitlements.

3.4. In order to write to the reconciliation results, a user would need the following role in ServiceNow: sam_reconcile_user

3.5 Select the field attribute that indicates whether this product result is from the most recent reconciliation run.

3.6. In defining a Custom License Metric, in the Reconciliation Order field, the ___________ ‘metric rank priority’ number takes precedence.

3.7. The license metric attributes related list contains metric values set in software entitlements, and is used for reconciliation (metric group, license metric, and software model combination).

3.8. By default, when is a product result generated for a licensable product after reconciliation?

3.9. Which feature provides detailed, actionable information for software reconciliation?

3.10 What are the four tiers of software reconciliation results? (Choose four.)

2.16. Discovery models may not be fully normalized until updated content is downloaded from the ServiceNow Software Content Library.
How do you determine if the content has been downloaded?

2.23. ServiceNow Discovery has 4 phases: Scanning; Classification; Identification; and Exploration.
In which phase is the software running on a device identified?

4.5. Which stage of the software asset lifecycle includes all of the following steps?
Discovering software in the environment
Normalizing installed software to standards
Reconciling entitlements to discovered software
Remediating detected variances