---
sourceDocument: Zurich IT Asset Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-asset-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich IT Asset Management

ft:clusterId :

    - itam

bundleId :

    - itam

workflow :

    - Technology


---

# Evaluate software removal candidates agentic workflow

# ServiceNow Otto for Software Asset Management (SAM) AI agent collection to evaluate software removal candidate agentic workflow {#ariaid-title1}

* Release version: Zurich
* 
* Updated August 5, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read

Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of ServiceNow Otto for Software Asset Management (SAM) AI agent collection to evaluate software removal candidate agentic workflow

The Evaluate software removal candidate agentic workflow in ServiceNow Otto for Software Asset Management (SAM) automates the assessment of installed or subscription-based software for potential removal.
It analyzes software usage over a defined period to identify eligible removal candidates and, upon user confirmation, initiates reclamation.
This workflow is enabled by default and integrates AI agents to ensure intelligent and context-aware evaluation for safe software removal.
Show full answer Show less  

## Prerequisites and Access

* Integration with a software asset management system that utilizes AI agents.
* Access to the ServiceNow Otto panel.
* AI agents must have access to reclamation rules, removal candidates, products, and license metric data.
* Required roles to initiate the workflow include **samuser** or **samadmin**.
* Role masking governs who can use agentic workflows, necessitating proper security control configuration if restricting access by roles.

## How to Initiate the Workflow

The workflow can be started from three primary locations within the ServiceNow interface:

* **Software Asset Overview page:** Use the Activity center, select suggestions under Removal candidates, then open the Otto panel and choose Evaluate removal candidates.
* **Publisher Details page -- Publisher level:** Navigate to License usage \> Publishers \> Removal candidates tab, select Evaluate removal candidates, then open the Otto panel to pick a product.
* **Publisher Details page -- Product level:** Similar to the publisher level, use License usage \> Publishers \> Removal candidates tab, select Evaluate removal candidates, then open the Otto panel to select a product.

## Workflow Process and Outcomes

* The AI agent performs multiple checks based on product ID, software type (installed or subscription), last usage, and other metrics.
* If any checks fail, an error message is displayed, preventing continuation.
* If successful, the system notifies the user of the number of identified removal candidates and prompts for reclamation confirmation.
* Upon confirmation, the reclamation process begins, changing removal candidates' status from **Ready** to **Awaiting User**.
* Users can monitor progress and status in the Removal candidates tab within License Usage.
* Work notes are automatically updated in the Activity tab of each removal candidate record after reclamation.

## AI Agent Role

The core AI agent involved---the Software removal candidate evaluation AI agent---automatically identifies users eligible for removal by analyzing their software usage within a defined timeframe. It excludes VIP users from removal recommendations and ensures users are informed about the total number of candidates eligible for reclamation. This AI agent is enabled by default to streamline compliance risk reduction and license cost savings.  
Use the Evaluate software removal candidate agentic workflow to assess installed or subscription-based software for potential removal by analyzing their usage over a specified period and determining the total number eligible
for removal. After user confirmation, the workflow initiates the eligible removal candidate for reclamation.
Important:  
This agentic workflow is turned on by default. For more information, see [AI agents, skills, and agentic workflows on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).

## Evaluate software removal candidate overview {#now-assist-sam-evaluate-removal-candidate-workflow__section_rzl_vql_fgc}

Use the Evaluate software removal candidate agentic workflow to identify and evaluate genuine software removal candidates and recommend software installations for reclamation, based on a series of intelligent checks that help
ensure sufficient context for safe removal actions.  
Ensure that you have the following prerequisites for running the Evaluate software removal candidate agentic workflow:

* Your organization has a software asset management system integrated with AI agents.
* Access to the ServiceNow Otto panel.
* AI agents have access to reclamation rules, removal candidates, products, and license metric results.
{#now-assist-sam-evaluate-removal-candidate-workflow__ul_njn_bcm_fgc}

## Role masking {#now-assist-sam-evaluate-removal-candidate-workflow__section_lbd_bfk_jhc}

Roles required: sam_user.

Agentic workflows and their AI agents use [role masking](https://www.servicenow.com/docs/access?context=aia-role-masking&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://www.servicenow.com/docs/access?context=define-sec-controls-aw&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).

## Evaluate software removal candidate agentic workflow {#now-assist-sam-evaluate-removal-candidate-workflow__section_pwg_vtl_fgc}

By automatically examining and verifying software removal candidates, the Evaluate software removal candidate agentic workflow helps in reducing manual effort, minimizing compliance risk, and unlocking measurable license cost
savings.

Any removal candidates that is in the Ready state can be reclaimed.

To start the agentic workflow, you must have the sam_user role or the sam_admin role.  
The Evaluate removal candidates agentic workflow can be initiated from the following pages:

* Software asset overview page
* Publisher details page; both from the publisher level as well as from the product level.
{#now-assist-sam-evaluate-removal-candidate-workflow__ul_jdg_l23_lgc}

Depending on the page you are on, follow the steps mentioned in the following table:  
{#now-assist-sam-evaluate-removal-candidate-workflow__table_jgm_jjc_lgc__entry__3}

| Software asset overview page | Publisher details page- publisher level | Publisher details page- product level |
|-|-|-|
| 1. Navigate to the Activity center. 2. Select suggestions in the Removal candidates box in the Activity center. 3. Select the Otto icon on the top-right side of the workspace to open the ServiceNow Otto panel. If the panel is already open, select the hamburger icon. 4. Select Evaluate removal candidates in the Active section in the panel. 5. Select a product from a list of products that need reclamation rules, to initiate the agentic workflow. {#now-assist-sam-evaluate-removal-candidate-workflow__ol_xcl_rjc_lgc} | 1. Navigate to License usagePublishersRemoval candidates tab 2. Select Evaluate removal candidates. 3. Select the Otto icon on the top-right side of the workspace to open the ServiceNow Otto panel. If the panel is already open, select the hamburger icon. The chat window shows your products narrowed down to the specific publisher. 4. Select a product from a list of products that need reclamation rules, to initiate the agentic workflow. {#now-assist-sam-evaluate-removal-candidate-workflow__ol_ipl_wjc_lgc} | 1. Navigate to License usagePublishersRemoval candidates tab 2. Select Evaluate removal candidates. 3. Select the Otto icon on the top-right side of the workspace to open the ServiceNow Otto panel. If the panel is already open, select the hamburger icon to initiate the agentic workflow. {#now-assist-sam-evaluate-removal-candidate-workflow__ol_fhn_gwh_lgc} |
[Table 1. Initiating the Evaluate removal candidates agentic workflow]

{#now-assist-sam-evaluate-removal-candidate-workflow__table_jgm_jjc_lgc}

The AI agent initiates a series of checks using multiple criteria, assessing factors such as the product ID, whether it's installed or subscription-based software, and its last usage, among other metrics. If any check fails, the
panel displays an error message indicating that the workflow can't continue. If all the checks are successful, a message appears to indicate the number of removal candidates identified for the particular product. You're then asked
if you would like to reclaim the software. If you confirm, the reclamation process gets initiated and the state of the removal candidates changes from Ready to Awaiting User. You can
navigate to the Removal candidates tab in the License Usage view to see the removal candidates and their current state. After the process is complete, you're informed about all the removal candidates that were successfully reclaimed
for the specific product.

Once a removal candidate has been reclaimed by the agentic workflow, the Activity tab in the removal candidate record is updated with relevant work notes.

## AI agents used in the Evaluate software removal candidate agentic workflow {#now-assist-sam-evaluate-removal-candidate-workflow__section_s5z_dsz_fgc}

{#now-assist-sam-evaluate-removal-candidate-workflow__table_fgx_l24_52c__entry__2}

| AI agent | AI agent role |
|-|-|
| Software removal candidate evaluation AI agent | Identifies or proposes users for removal from a software product by assessing their usage within a set time frame and ensuring that the total number of eligible candidates for reclamation is notified to the user, while excluding any VIP users. |
[Table 2. AI agent and its role in the Evaluate software removal candidate agentic workflow]

{#now-assist-sam-evaluate-removal-candidate-workflow__table_fgx_l24_52c}  
Important:  
This AI agent is turned on by default. For more information, see [AI agents, skills, and agentic workflows on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).

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