ServiceNow® Enterprise Asset Management helps organizations manage the full lifecycle of physical business assets on a single, connected platform—from planning and acquisition through maintenance and retirement. By unifying asset, maintenance, and inventory data with operational workflows, EAM enables teams to reduce downtime, control inventory, and lower total cost of ownership while keeping assets where and when the business needs them. This automated, data driven approach moves organizations from reactive maintenance and guesswork to proactive operations that improve asset performance, reduce risk, and deliver measurable business value.
In the Australia release, ServiceNow introduces AI skills and agentic workflows to EAM with Now Assist for Enterprise Asset Management. These agentic workflows use AI agents to guide technicians through diagnostics and repairs with step-by-step instructions, required parts, and technical considerations—all informed by institutional knowledge captured from experienced workers. By embedding expert level guidance directly into EAM work orders, organizations can reduce mean time to repair, minimize asset downtime, and enable consistent, high-quality maintenance outcomes, even as skilled labor shortages and asset complexity continue to grow.
Additionally, we’re excited to introduce Data Center and Network Asset Management (DCNAM) as a natural extension for Enterprise Asset Management customers who also manage data center and facility‑based infrastructure. If you’re already using EAM to track, maintain, and optimize physical business assets, DCNAM brings that same lifecycle‑driven approach into the data center—covering assets like racks, servers, network equipment, and power and cooling systems. By managing these mission‑critical assets on the same platform as the rest of your enterprise asset estate, DCNAM helps you eliminate data silos, improve utilization, and make more informed decisions about availability, capacity, and risk—all while keeping operations teams aligned around a single source of truth.
In the ServiceNow AI Platform Australia release, there are two key features for Now Assist for Enterprise Asset Management:
- Help manage enterprise asset requests
- Help repair enterprise assets
There are also two key features for Enterprise Asset Management:
- Work order plan orchestration
- Provider return merchandise authorization
Lastly, there is another feature that is relevant to Data Center Network and Asset Management:
- Manage critical environment assets
Help manage enterprise asset requests
Enterprise asset managers often struggle with high volumes of asset requests that require manual sourcing decisions and constant coordination across stockrooms, procurement teams, and suppliers. Determining whether assets should be fulfilled from existing inventory, transferred from another location, or purchased outright can be time-consuming and error-prone, leading to fulfillment delays and productivity impacts for the business. As request volumes grow, these manual processes can create bottlenecks, reduce asset utilization, and increase overall procurement effort.
The help manage enterprise assets agentic workflow deploys AI agents that autonomously evaluate approved asset request and determine the optimal sourcing path. From the request stage to purchase order stage, the sourcing agent executes procurement tasks including supplier research, quote comparison, and requisition processing — reducing asset fulfillment cycle times while reducing manual and repetitive tasks.
Help repair enterprise assets
Maintenance organizations struggle with knowledge gaps as experienced technicians retire, taking decades of troubleshooting expertise with them. Less-experienced technicians face longer diagnostic times and inconsistent repair quality when tackling unfamiliar equipment failures. Without readily accessible expert guidance, technicians waste valuable time searching through manuals, contacting specialists, or using trial-and-error approaches. This knowledge disparity leads to extended asset downtime, increased repair costs, and higher risk of recurring failures due to incomplete or improper repairs.
Help repair assets addresses challenges by deploying AI agents that act as virtual experts, providing diagnostic support and problem resolution guidance. The system generates step-by-step repair guides tailored to each specific issue, complete with required parts lists and critical technical considerations.
Work order plan orchestration
Organizations face significant risks during planned shutdowns and maintenance windows. Manual coordination of multi-step procedures leads to execution delays, communication gaps between teams, and inconsistent adherence to safety protocols. Critical errors during shutdown or restart sequences can result in extended downtime, safety incidents, and costly production losses. Teams often lack real-time visibility into maintenance progress, making it difficult to identify bottlenecks or respond quickly when issues arise.
ServiceNow’s work order plan orchestration provides reusable workplan templates that standardize shutdown and restart procedures across facilities. With one-click deployment, teams can initiate orchestrated workflows that automatically assign tasks across multiple departments, reducing manual coordination overhead. Pre-built procedures embed safety compliance checkpoints and provide complete visibility throughout maintenance windows, helping ensure stakeholders can monitor progress in real-time and respond proactively to deviations from the plan.
Provider return merchandise authorization
Organizations that rely on Asset‑as‑a‑Service providers often struggle to manage return and replacement processes because RMA workflows are fragmented across providers, manufacturers, and resellers. The lack of a standardized, provider‑centric process limits visibility into repair status, slows turnaround times, and makes it difficult to hold providers accountable to SLAs, ultimately leading to higher operational overhead and a poor customer experience.
Provider return merchandise authorization addresses these challenges by embedding provider managed RMA workflows directly into the customer’s EAM environment, giving providers a structured way to manage returns and replacements while maintaining full transparency for asset teams. This feature helps accelerate repair cycles, improve SLA compliance, and provide end-to-end visibility into vendor managed repairs, helping organizations reduce downtime and manage enterprise assets more effectively.
Data Center Network and Asset Management
Data center teams often struggle to manage complex infrastructure across disconnected tools for asset management, network inventory, facilities, and monitoring. This fragmentation makes it difficult to plan and build infrastructure efficiently, maintain accurate asset and inventory data, and understand real-time conditions such as power, space, and temperature. As a result, organizations can face higher outage risk, inefficient utilization, slower incident resolution, and limited visibility into how data center issues impact services and SLAs.
Data Center Network and Asset Management (DCNAM) brings together Enterprise Asset Management and Network Inventory into a single, unified workspace. DCNAM enables teams to collaboratively plan and deploy infrastructure, manage the full lifecycle of data center assets, track key environmental and utilization metrics in real time, and visualize operational impacts through integrated network and floor-map views—helping organizations operate more reliably, reduce risk, and make faster, data-driven decisions across mission-critical environments.
Manage critical environment assets
Maintaining the availability of data centers and telco network centers is challenging when uptime depends on the health of complex, mission‑critical environments across the power chain and cooling plants. These challenges are compounded by limited visibility into critical assets due to fragmented systems and manual processes, while reactive workflows and constant operational noise slow response times and increase the risk of disruption.
Manage critical environment assets addresses these issues by enabling proactive asset management for mission critical mechanical and electrical assets, giving teams clear, actionable insight into asset health, readiness, and dependencies. By delivering focused, role based views and reducing distractions, this feature helps asset managers respond faster, reduce risk, and maximize uptime for revenue generating infrastructure.
To learn more about additional features and enhancements for Enterprise Asset Management in this release, check out the Australia release notes.
