The manual non-capital asset audit that previously occurred once a year will now occur 3 times a year for laptops, desktops and tablets; it will occur yearly for cell phones, audio visual equipment and shared resources. Notifications will be sent out to the Assigned To party requesting that they confirm the details of their assets. Tickets will be created for any disputed assets, encouraging users to record information that needs updating.

In this Article

• Access Levels
  
• Service Provisions
• Asset Verification
  
  
  • Initial
  • Verification
    
• Asset Record
  
  
  • Creation
  • Re-assignment
  • Disputes
    
• Service Desk Tickets
  
• RACI: Responsible, Accountable, Consulted, and Informed (common use cases)

Access Levels

1. Basic
   
   Most DIT employees will only have the ability to validate or dispute assets that are assigned to them, as well as leaving a comment if they dispute an asset.
   
   
2. Advanced
   
   The following groups will have the ability to view and edit all assets belonging to DIT, using the ServiceNow Asset Module:
   
   • Terrapin Tech Store
   • DIT Inventory Coordinator
   • Desktop Support
   • ServiceNow Admins

top

Service Provisions

1. Services that are provisioned manually
   
   
   • Creating a new asset record
     
     
   • Updating an asset record
     
     • disputes in asset verifications
     • reorgs occur, changing the budget owners
     • employees leave DIT, requiring a new assigned to party
       
       
   • Linking a ticket to an asset through its CI
     
     
2. Services that are provisioned automatically
   
   
   • Personal asset verification notifications (laptops, desktops, tablets)
     
     • initial - every 120 days
     • reminder - 5 days after initial
     • escalation to the Budget Owner - 10 days after reminder in email digest form
       
       
   • Regular asset verification notifications (shared resources, cell phones, audio visual equipment
     
     • initial - yearly at staggering times
     • reminder - 10 days after initial
     • escalation to the Budget Owner - 10 days after reminder reminder in email digest form
       
       
   • Alerts when data validation errors occur
     
     • duplicate asset tags
     
     
     • duplicate serial numbers

top

Asset Verification

1. Initial
   
   When an asset is initially assigned to an employee, they will receive an email notification.
   
2. Verification
   
   Every 120 days, employees will receive an email to verify or dispute assets assigned to them. If you already have an opened dispute for a particular asset you do not have to submit another dispute"
   "Disputed" asset is not considered as "verified" or "cannot be verified" and that's why it is probably included in the notification.

   You will receive a verification if	The field "Last Checked In Date" is older then 60 days from now or empty.  As a customer you can visit https://itsupport.umd.edu/itsupport?id=my_assest at any time to validate your asset(s) prior to the PRD start	The fields can be seen under the support section of the Asset form:
   You will not receive a verification if	The field "Marked Unverifiable Date" has a date within the current PRD period.

• • The initial email that an employee will receive:
    
  • The employee would click I Validate or Enter Dispute.
    
  • For Enter Dispute, enter the reason and click Dispute.
    
    A Dispute will result in a ticket being created in ServiceNow.  The ticket will populate automatically the Service Offering and Configuration Item.  The Configuration Item is a combination of the Asset Tag and Model.
    

top

Asset Record

1. Creation
   
   The Terrapin Technology Store will create assets in ServiceNow.  Information entered in the record will be based on the request that is received from the Business Office.
   
   
   • From the Assets screen, click New.
     
     
     
   • Click Hardware
     
     
     
   • Make a selection for the Model category, State, Model, and Substate.  The entries cannot be entered manually, as they must be selected from a listing.  For newly purchased items, the State should be set to In Use, and the Substate would be set to Active.
     
   • Next,  the asset must be assigned to someone.  The Assigned to is based on names of all employees within DIT.  The Location and Department will automatically populate based on the employee named in the Assigned to field.
     
   • Financial Information entry is required:  Cost, KFS account, and Date Ordered.  The Business Office Manager and Budget Owner will automatically populate based on the KFS account number.
     
     
     
   • Asset details:  Date in Use (must be a date after the Order Date), Asset tag, and Serial number are required information.
     
     The Asset tag and Serial number cannot exist in the system, as these are not permitted to be duplicated.
     
     
   • Warranty expiration is another field that is required.
     
   • Once all the information is entered, click Save.
     
     
     
2. Re-assignment 
   
   Re-assignment of an asset will result in the Assigned to person receiving an email to verify the asset.
   
   
   
3. Disputes
   
   
   • Assets that are disputed will be assigned a Ticket in ServiceNow.
     
   • The ticket will be assigned to the Assignment group associated with the Asset.
     
   • The following will automatically populate:
     
     Configuration item:  Asset tag+Model  
     Short description:  Assigned to+Configuration item
     
     

top

Service Desk Tickets

1. Service Desk Agents will create tickets for issues relating to Assets.
   
2. Information that the Agent must collect.
   
   
   • Configuration Item:  Ask the customer for the Asset Tag Number.  Entering this will automatically enter all the correct information, as the Configuration Item is comprised of the Asset Tag+Model.
     
   • The Agent can drill down further to gain information about the Asset.
     
     
     
   • Scrolling down further from the Asset Record (for example, Laptop: 245460-Dell XPS 13), the Agent can view all tasks and incidents associated with the Asset.
     
   • An Agent can also open the record that holds information, such as Assigned to, Date in Use, KFS number, Asset Tag and Serial Number, where they can make modifications.
     

 top

RACI

 
R = Responsible (also Recommender)

• Those who do the work to complete the task. There is at least one role with a participation type of responsible, although others can be delegated to assist in the work required (see also RASCI below for separately identifying those who participate in a supporting role).

A = Accountable (also Approver or final approving authority)

• The one ultimately answerable for the correct and thorough completion of the deliverable or task, the one who ensures the prerequisites of the task are met and who delegates the work to those responsible.  In other words, an accountable must sign off (approve) work that responsible provides. There must be only one accountable specified for each task or deliverable.

C = Consulted (sometimes Consultant or counsel)

• Those whose opinions are sought, typically subject matter experts; and with whom there is two-way communication.

I = Informed (also Informee)

• Those who are kept up-to-date on progress, often only on completion of the task or deliverable; and with whom there is just one-way communication.   

top