What is the first tier of the capability blueprint?

The first tier of the ServiceNow ITAM Capability Blueprint is "Trustworthy Data." This foundational tier emphasizes the importance of establishing a reliable, accurate, and complete repository of asset data. Without trustworthy data, all subsequent asset management activities and decisions are compromised. Key activities in this tier include automated discovery, normalization of data, and ensuring the CMDB is a single, accurate source of truth for all IT assets.

A. Practical Management is the second tier of the blueprint, which builds upon the foundation of trustworthy data.
C. Financial Management is a key capability that is developed across the tiers, not a tier itself.
D. Operational Integration is the third tier of the blueprint, focusing on process integration after practical management is established.
E. Strategic Conformance is the fourth and most mature tier, focused on strategic alignment and value optimization.

1. ServiceNow White Paper. (2021). ITAM is better together: A capability blueprint. The paper introduces "Trustworthy Data" as the first tier, stating, "The foundation of any successful ITAM program is trustworthy data."

2. ServiceNow Product Documentation. (2023). Hardware Asset Management. "HAM implementation" section. The implementation guidance often starts with discovery and normalization, aligning with the "Trustworthy Data" tier's principles.