Using agentic workflows in ServiceNow Otto for HAM

  • Release version: Yokohama
  • Updated April 2, 2025
  • 2 minutes to read
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    Summary of Using agentic workflows in ServiceNow Otto for HAM

    ServiceNow Otto for Hardware Asset Management (HAM) AI agent collection offers autonomous agentic workflows that streamline hardware asset sourcing and repair processes. These AI-driven workflows enhance the speed and efficiency of handling hardware requests and repairs, improving asset manager productivity and reducing downtime.

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    Key Features

    • Help manage hardware asset requests: This workflow automatically fulfills hardware asset requests by utilizing local stock, generating transfer orders from other stockrooms, or creating purchase orders for vendor procurement. It leverages AI agents such as Hardware Asset Management Sourcing, Transfer Order Creation, and Purchase Order Creation.
    • Help repair hardware assets: This workflow optimizes the repair process by validating repair tasks, guiding inventory users and technicians through troubleshooting, suggesting repair actions, and closing tasks upon completion. It uses AI agents including Asset Next Best Action, Evaluate Asset, and Repair Asset.

    Implementation and Configuration

    • By default, all agentic workflows and AI agent records are inactive and read-only. To use or customize them, you must duplicate and activate the workflows and agents.
    • Triggers can be activated to invoke workflows automatically, or workflows can be run manually without triggers.
    • Testing of customized workflows is supported via AI Agent Studio, allowing performance analysis based on defined instructions.
    • Security is enforced through access control lists (ACLs) that restrict which users can discover or invoke specific workflows and AI agents.
    • Additional AI agents may be available through the Now Assist application or the AI Agent Marketplace in the ServiceNow Store.

    Benefits for ServiceNow Customers

    • Automates and accelerates hardware asset sourcing and repair workflows, reducing manual effort.
    • Improves accuracy and consistency in handling hardware requests and repairs.
    • Enhances asset manager productivity by minimizing administrative overhead.
    • Supports customization and security controls to fit organizational requirements.
    • Provides tools for testing and optimizing AI-driven workflows before deployment.

    Use the ServiceNow Otto for HAM AI agent collection to complete hardware asset sourcing tasks autonomously and optimize the asset repair workflow. These AI agents help resolve hardware requests quickly, improve the productivity of asset managers, and speed up repairs.

    Table 1. Available agentic workflows for ServiceNow Otto for Hardware Asset Management (HAM) AI agent collection
    Agentic workflow name Description Available AI agents
    Help manage hardware asset requests Automatically fulfills hardware asset requests by either using the available local stock, or by generating transfer orders to move assets from other stockrooms, or purchase orders to acquire assets from vendors.
    • Hardware asset management sourcing AI agent
    • Transfer order creation AI agent
    • Purchase order creation AI agent
    Help repair hardware assets Automates and optimizes the repair workflow for hardware assets by validating repair tasks, guiding inventory users and technicians through troubleshooting steps, suggesting suitable repair actions, and closing relevant tasks with details.
    • Asset next best action AI agent
    • Evaluate asset AI agent
    • Repair asset AI agent
    Important:
    By default, all agentic workflows and AI agent records are inactive. To use the agentic workflows and AI agents, follow these steps:
    • Activate the agentic workflow.
    • Activate all agents within the agentic workflow.
    • Activate the trigger to invoke the agentic workflow automatically. If you prefer to invoke it manually, activating the trigger isn’t necessary.

    By default, all agentic workflows and AI agent records are read only. To customize them, you must first duplicate the agentic workflow, and then activate the duplicated workflow.

    After you duplicate the agentic workflow, you can test it in the AI Agent Studio to analyze its performance as it executes the instructions that you have defined. For details on testing your agentic workflow, see Manually test the execution of an agentic workflow.

    You can implement security in AI agents and the agentic workflow using access control lists (ACLs) that specify which users can discover and invoke an agentic workflow or an AI agent. For more details on configuring ACLs, see Implement access control in Now Assist AI agents.

    Looking for an AI agent?
    • There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
    • To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.