ServiceNow Hardware Asset Management provides a strong foundation for enterprise asset management, and Zero Touch Mobility was built in direct collaboration with the ServiceNow HAM team to extend it to the full mobile device lifecycle. Mobile devices need fields that go beyond general hardware: IMEI, carrier service line, SIM status, EMM enrollment state, and BYOD classification. ZTM adds exactly those fields to the native ServiceNow mobile CI class, and every ZTM license includes a HAM for ZTM license, giving you all HAM capabilities for mobile asset management without a separate purchase.
See how Zero Touch Mobility extends ServiceNow HAM for the full mobile device lifecycle.
What a ZTM mobile CI record looks like in ServiceNow HAM
The mobile CI class in a standard ServiceNow deployment captures manufacturer, model, assigned user, and lifecycle state. Useful, but incomplete for a device that is simultaneously enrolled in an EMM, assigned to a carrier service line, and subject to both corporate policy and BYOD privacy rules. Here is what the same record looks like when ZTM is installed.
Every one of those enriched fields is a native ServiceNow field. They appear in the HAM Workspace alongside your standard hardware records. You can report on them in Performance Analytics, query them in the CMDB explorer, reference them in Flow Designer conditions, and audit them through ServiceNow's native audit trail, with no custom development required.
Lifecycle workflows built for how mobile actually works
ServiceNow Hardware Asset Management ships with lifecycle flows covering the general hardware lifecycle: request, receive, deploy, refresh, and dispose. ZTM extends these with mobile-specific workflows that the standard flows were never designed to handle: a BYOD enrollment path that preserves personal data on unenrollment, a lost or stolen workflow that locates before it wipes, and an exchange workflow that coordinates EMM, carrier, and logistics simultaneously.
ZTM ships all of these out of the box, built on the Now Platform using the same Flow Designer and ServiceNow tooling your team already uses. They are customizable with low-code tooling without forking the application.
Base ITSM, ServiceNow Hardware Asset Management, and ZTM: mobile device management capability
ZTM includes a HAM for ZTM license, the same as Hardware Asset Management, with ZTM's own normalization engine handling model normalization. The purchasing decision is not HAM versus ZTM. It is HAM standalone versus ZTM, which includes HAM capabilities plus the full mobile lifecycle suite.
Built in collaboration with ServiceNow, not on top of it
ZTM is not a third-party connector wrapped around ServiceNow APIs. It was built in close collaboration with ServiceNow's Hardware Asset Management team, designed to the same standards as native ServiceNow data models, and certified through ServiceNow's Built on ServiceNow Partner Program.
Native mobile CI class
ZTM extends the ServiceNow mobile CI class with the fields that mobile management actually requires: IMEI, device serial number, normalized device model, SIM status, carrier service line, carrier service plan, carrier features, OS version, enrollment state, and battery health. All native ServiceNow fields, queryable, reportable, and auditable through standard HAM and CMDB tooling. No custom development required.
HAM for ZTM license included
Every ZTM subscription includes a HAM for ZTM license, equivalent to ServiceNow Hardware Asset Management, with ZTM's own normalization engine handling model normalization in place of the HAM normalization feature. Every device managed through ZTM is a native HAM asset, visible in the HAM Workspace and reportable in Performance Analytics. No separate HAM purchase required.
Build Elite Partner, ServiceNow's highest tier
Samsung SDS holds ServiceNow's highest partner designation for apps built natively on the Now Platform. ZTM is certified, listed on the ServiceNow Store, and validated against each new ServiceNow release. Compatible with Xanadu, Yokohama, Zurich, and Washington DC (Australia).
Explore Zero Touch Mobility on the ServiceNow Store to see how ZTM extends ServiceNow HAM for mobile device lifecycle management.
Recognized by ServiceNow and Gartner
Ready to see how Zero Touch Mobility brings HAM, EMM, carrier operations, and mobile lifecycle workflows together in ServiceNow?
