--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Software removal candidate evaluation AI agent # Software removal candidate evaluation AI agent {#ariaid-title1} Release version: Australia Updated August 14, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Software removal candidate evaluation AI agent The Software removal candidate evaluation AI agent in ServiceNow helps organizations optimize software license usage by identifying unused or underused licenses. It supports license reclamation processes by analyzing usage data and guiding users through reclaiming eligible software licenses, thereby enhancing software asset management effectiveness. Show full answer Show less ## Key Features * **Product Identification:** The agent either uses a provided product ID or prompts users to select a product, optionally filtered by publisher, ensuring precise targeting for evaluation. * **Data Analysis:** It fetches and validates removal candidate data based on software type (installed or subscription), confirming recent usage/activity and appropriate ratios of candidates to total licenses. * **User Interaction and Confirmation:** The agent presents eligible removal candidates to users and requests confirmation before initiating reclamation, ensuring controlled and informed actions. * **Reclamation Workflow:** Upon user approval, it executes the reclamation process, reports outcomes, and flags candidates stuck in "Awaiting Revocation" status for over 60 days for further review. * **Access Control and Configuration:** Access is limited to users with specific roles (samuser), and configurations allow enabling third-party or AI specialist access, long-term memory for contextual interactions, and integration with ServiceNow Virtual Agent or Otto panel. ## Practical Benefits for ServiceNow Customers * **Improved License Utilization:** Automatically identifies reclaimable software licenses, reducing unnecessary costs. * **Streamlined Reclamation Process:** Guides users through evaluation and reclamation with automated workflows, minimizing manual effort. * **Compliance and Governance:** Ensures reclamation actions are validated and documented, supporting compliance with software licensing agreements. * **Customizable and Secure:** Offers role-based access and configurable options to fit organizational policies and security requirements. This Software Asset Management agent identifies unused or underused software licenses and initiates reclamation after user confirmation. ## Workflow {#sam-software-removal-candidate-evaluation-ai-agent__zsmdlwierhjt} 1. Identify the target product. If no product ID is available in the agent's context, present available products for the user to select, optionally filtered by Publisher ID. 2. Fetch removal candidate analysis data for the selected product. If no data is found, inform the user and end. 3. Validate that the data supports reclamation. The checks differ based on software type (installed vs. subscription) but follow the same pattern: confirm recent usage or activity data exists, and confirm the ratio of removal candidates to total installations or subscriptions is within an acceptable range. If any check fails, inform the user with a specific reason and end. 4. Present the number of eligible removal candidates and ask the user to confirm reclamation. Only non-VIP users with notifications enabled are included. 5. Run the reclamation workflow and report the result. If successful and there are candidates stuck in "Awaiting Revocation" status for 60 days, flag them for review. {#sam-software-removal-candidate-evaluation-ai-agent__ol_uhh_ny2_1kc} {#sam-software-removal-candidate-evaluation-ai-agent__zsmdlwierhjt__entry__2} | Field | Description | |-|-| | Allow third party to access this AI agent | When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the External discoverable field. | | Allow AI specialists to access this AI agent | When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the Specialist enabled field. | | Manage long-term memory | When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see [ServiceNow Otto AI agents reference](https://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). | | Tools | Scripts : Find activity job status of the product : Find removal candidates analysis : Reclaim removal candidates Conversational topic : Get products for removal candidate | | Allowed user roles The specific user roles that can access this AI agent. | sam_user | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | sam_user | | Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/NXqRJBQV_Vw00FEzklcAJw "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). | | Channels | Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). | | Used in agentic workflows | Evaluate software removal candidate Agentic workflow | [Table 1. Configuration] Learn more about Software Asset Management at [Software Asset Management](https://www.servicenow.com/docs/access?context=c_SoftwareAssetMgmt&version=australia&pubname=australia-it-asset-management&ft:locale=en-US).