Combined ServiceNow Otto for Hardware Asset Management (HAM) release notes for upgrades from Xanadu to Zurich

How to use this page

To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Hardware Asset Management (HAM) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Zurich.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading ServiceNow Otto for Hardware Asset Management (HAM) to Zurich

Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	Only users with the procurement_user role can access the Help manage hardware asset requests agentic workflow including the following AI agents: Hardware asset management sourcing AI agent Transfer order creation AI agent Purchase order creation AI agent
Zurich	If you have the procurement_user user role, you can access the help manage hardware asset requests agentic workflow, which includes the following AI agents: Hardware asset management sourcing AI agent Transfer order creation AI agent Purchase order creation AI agent

New features

Between your current release family and Zurich, new features were introduced for ServiceNow Otto for Hardware Asset Management (HAM).


Release	Release notes
Xanadu	No updates for this release.
Yokohama	Yokohama Patch 13 Manage your assets with comprehensive and real-time data View consolidated asset information through AI-generated analysis summary on the asset record. The AI-generated summary dynamically updates based on the asset state and includes context from any active incidents or tasks. The summary displays the asset life cycle, current assignment and location, audit status, financial metrics, and identifies missing data to support asset management activities. Yokohama Patch 6 Optimize hardware asset repair process with the suite of AI agents Automate the repair of defective and out-of-warranty hardware assets by using AI agents in the Help repair hardware assets agentic workflow. These AI agents validate the repair tasks, provide detailed troubleshooting and repair instructions, and complete the tasks on receiving user confirmation. Configure ACLs for AI agents and agentic workflows Configure the Access Control Lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available. Yokohama Patch 4 Optimize hardware asset sourcing with the suite of AI agents Automate your hardware asset sourcing by using AI agents in the Help manage hardware asset requests agentic workflow. These AI agents can efficiently handle tasks such as automatically consuming assets from local stock, creating transfer orders, and generating purchase orders. By automating complex and repetitive tasks in the hardware asset request process, AI agents help to reduce manual intervention significantly, speed up request resolution, enhance the productivity of asset managers, and improve operational efficiency.
Zurich	Zurich Patch 7 Manage your assets with comprehensive and real-time data View consolidated asset information through AI-generated analysis summary on the asset record. The AI-generated summary dynamically updates based on the asset state and includes context from any active incidents or tasks. The summary displays the asset life cycle, current assignment and location, audit status, financial metrics, and identifies missing data to support asset management activities. Zurich Patch 1 Optimize hardware asset repair process with the suite of AI agents Automate the repair of defective and out-of-warranty hardware assets by using AI agents in the help repair hardware assets agentic workflow. These AI agents validate the repair tasks, provide detailed troubleshooting and repair instructions, and complete the tasks on receiving user confirmation. Configure ACLs for AI agents and agentic workflows Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available.

Changes

Between your current release family and Zurich, some changes were made to existing ServiceNow Otto for Hardware Asset Management (HAM) features.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	Yokohama Patch 11 Changes to Now Assist usage measurement Starting with Yokohama Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic. Some Now Assist skills are turned on by default The new default behavior works as follows: New customers: When you install a Now Assist product, designated skills are turned on automatically. Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
Zurich	Zurich Patch 12 Now Assist > ServiceNow Otto announcement Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. Zurich Patch 11 Now LLM Service deprecation The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. Zurich Patch 5 Changes to AI usage measurement Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: AI Usage - Overview & New Measurement Logic. Zurich Patch 4 Some generative AI skills, AI agents, and agentic workflows are turned on by default The skills are automatically available to appropriate role users for the application, such as ITIL roles on incident forms or change forms. This change simply activates the skill and does not touch the roles that may be needed to use the skill. The new default behavior works as follows: New customers: When you install an AI product, designated skills and agentic workflows are turned on automatically. Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive.

Removed

Between your current release family and Zurich, some ServiceNow Otto for Hardware Asset Management (HAM) features or functionality were removed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Deprecations

Between your current release family and Zurich, some ServiceNow Otto for Hardware Asset Management (HAM) features or functionality were deprecated.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Activation information

Review information on how to activate ServiceNow Otto for Hardware Asset Management (HAM).


Release	Release notes
Xanadu	No updates for this release.
Yokohama	Install ServiceNow Otto for Hardware Asset Management (HAM) by requesting it from the ServiceNow Store. Note: To take full advantage of the ServiceNow Otto for HAM features, you should upgrade to Yokohama Patch 6 and install the ServiceNow Otto for Hardware Asset Management (HAM) store application.
Zurich	Install ServiceNow Otto for HAM by requesting it from the ServiceNow Store.

Additional requirements

If any additional requirements were introduced or changed for ServiceNow Otto for Hardware Asset Management (HAM) we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	The ServiceNow Otto for Hardware Asset Management (HAM) application requires the Hardware Asset Management Pro plus license.
Zurich	The ServiceNow Otto for HAM application requires the Hardware Asset Management Pro plus license.

Browser requirements

If any specific browser requirements were introduced or changed for ServiceNow Otto for Hardware Asset Management (HAM) we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Accessibility information

Review details on accessibility information for ServiceNow Otto for Hardware Asset Management (HAM), such as specific requirements or compliance levels.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Localization information

If there are specific localization considerations for ServiceNow Otto for Hardware Asset Management (HAM) we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Highlight information

If there are specific highlight considerations for ServiceNow Otto for Hardware Asset Management (HAM) we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	Yokohama Patch 13- Gain real-time visibility into critical asset data through generative AI-driven asset analysis summaries. Yokohama Patch 11 Review changes to Now Assist usage measurement. Some Now Assist skills, agents, and agentic workflows are on by default. Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. Yokohama Patch 6 - Automate the hardware asset repair process by using an agentic workflow and configure Access Control Lists (ACLs) for both AI agents and agentic workflows. Yokohama Patch 4 - Automate and streamline your hardware asset request process by using an agentic workflow. See ServiceNow Otto for Hardware Asset Management (HAM) for more information.
Zurich	Zurich Patch 12- ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Hardware Asset Management (HAM). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. Zurich Patch 11- Prepare for Now LLM Service to be deprecated in a future release. Zurich Patch 7- Gain real-time visibility into critical asset data through generative AI-driven asset analysis summaries. Zurich Patch 5- Review changes to Now Assist usage measurement. Zurich Patch 4- Some Now Assist skills, agents, and agentic workflows are now turned on by default. Zurich Patch 1- Automate the hardware asset repair process by using an agentic workflow. See ServiceNow Otto for Hardware Asset Management (HAM) for more information.