ServiceNow Otto for Hardware Asset Management (HAM)

  • Release version: Yokohama
  • Updated April 3, 2025
  • 2 minutes to read
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    Summary of ServiceNow Otto for Hardware Asset Management (HAM)

    ServiceNow Otto for Hardware Asset Management (HAM) is an AI-powered application designed to streamline and automate hardware asset request and repair processes through agentic workflows. It integrates generative AI capabilities to enhance efficiency in managing hardware assets within your organization.

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    Key Features

    • Agentic Workflows: Automate hardware asset request and repair processes, improving operational efficiency.
    • Generative AI Skills: Utilize specialized AI capabilities embedded in the application to support hardware asset management tasks.
    • Configuration Options: Customize and configure the application to suit your organization's hardware asset management needs.
    • AI Agent Collection: Access a collection of AI agents tailored for hardware asset management to optimize workflows.

    Important Considerations

    • Availability of AI models and Now Assist features varies by region, data center environment, and regulatory constraints (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, and Regulated Markets). Check for updates on model provider availability in future releases.
    • The application uses AI and machine learning, which may not always produce fully accurate or appropriate outputs. Customers should evaluate AI-generated results carefully and maintain human oversight, especially in high-impact areas.
    • Data used by the application is transferred to centralized ServiceNow environments, potentially across different data center regions and third-party cloud providers like Microsoft Azure, in accordance with ServiceNow’s internal data handling policies.
    • ServiceNow collects input, output, and usage data from the application to improve AI technologies but provides customers the option to opt out of future data collection.

    Support and Troubleshooting

    • Access the ServiceNow Community on AI and Intelligence for discussions and assistance.
    • Use the Known Error Portal to find relevant error articles.
    • Contact ServiceNow Customer Service and Support for direct help.

    Use the ServiceNow Otto for Hardware Asset Management (HAM) application to streamline and automate the hardware asset request process and the repair process with the agentic workflows.

    Watch this short video for an introduction to the agentic AI for Hardware Asset Management application.

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    Important:
    • Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    Troubleshoot and get help

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect information about legal request and/or legal matter (including related field information, comments, and work notes). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.