--- sourceDocument: Australia Asset Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-asset-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Asset Management ft:clusterId : - itam bundleId : - itam workflow : - Technology --- # AI in Software Asset Management # AI in Software Asset Management {#ariaid-title1} Release version: Australia Updated March 12, 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 AI in Software Asset Management ServiceNow Otto for Software Asset Management (SAM) integrates advanced AI capabilities to automate and optimize software asset management tasks. This AI-enhanced solution helps organizations improve compliance, reduce costs, and streamline software license management by automating complex workflows and generating actionable insights. Show full answer Show less ## Key Features * **AI Licensing Tiers:** Three tiers---Foundation (basic AI insights), Advanced (productivity enhancements), and Prime (autonomous AI operations and customization)---allow customers to select the level of AI integration that fits their needs. * **Agentic Workflows:** Automate software request fulfillment, create reclamation rules for applicable software, and identify candidates for license reclamation, reducing manual effort and accelerating processes. * **Generative AI Skills:** Generate detailed software publisher and product summaries, recommended compliance and optimization actions, user resolution rules, and entitlement data extraction from contracts. These capabilities support accurate license mapping, error resolution in entitlement imports, and precise spend reporting by matching purchase data to the SAM content library. * **AI Model Providers and Controls:** Supports multiple AI providers including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude. Configuration Controls in AI Control Tower and preferences in AI Admin Hub enable tailored AI usage. Domain separation is supported for enhanced data segregation. ## Benefits for ServiceNow Customers * Accelerate software request processing and license reclamation, improving operational efficiency. * Enhance software estate visibility and compliance evaluation with AI-generated summaries and insights. * Reduce manual effort in entitlement creation and error resolution, streamlining software contract management. * Optimize licensing costs through actionable recommendations derived from AI analysis. * Leverage flexible AI model options and configuration controls to align with organizational policies and environments. ServiceNow Otto for Software Asset Management (SAM) uses AI to automate software asset management operations, improve compliance, and optimize license management. The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available: * Foundation: AI basics to deliver insights * Advanced: AI to boost productivity across relevant use cases * Prime: Act autonomously with all AI assets, and create your own {#exploring-now-assist-sam__ul_szz_vjt_43c}For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## AI capabilities in ServiceNow Otto for Software Asset Management (SAM) {#exploring-now-assist-sam__section_zp4_qsr_rjc} ServiceNow Otto for SAM enhances the capabilities of the Software Asset Management application. It automates complex tasks, provides intelligent insights, and enables organizations to manage software assets, maintain compliance, and reduce costs. With ServiceNow Otto for SAM AI agent collection, organizations gain the following benefits: * Reduce software request processing time by automating software request fulfillment. * Identify and create reclamation rules for software products that lack reclamation rules but are viable candidates. * Identify and reclaim unused licenses to reduce waste and accelerate license reclamation. {#exploring-now-assist-sam__ul_yxy_wtj_rjc} With ServiceNow Otto for SAM generative AI skills, organizations gain the following benefits: * Generate detailed publisher and product summaries to enhance software estate visibility and streamline compliance evaluation. * Generate recommended actions to manage software license compliance and optimize licensing spend. * Generate user resolution rules to support accurate mapping of incoming subscription data to SAM users. * Create entitlements by extracting information from software contracts, reducing manual effort. * Resolve entitlement import errors by normalizing the unresolved Publisher and Product field value. * Identify software purchases in imported spend transactions, extract raw publisher and raw product values, and match them to existing publisher and product records in Software Asset Management Content Library for accurate spend reporting. {#exploring-now-assist-sam__ul_rkc_qbq_rjc} For more information about AI capabilities in ServiceNow Otto for SAM, see the following: * [Agentic workflows in ServiceNow Otto for Software Asset Management (SAM)](https://www.servicenow.com/docs/ef_CInXHK5H0UrH5Mw1MJw "Use the ServiceNow Otto for SAM AI agent collection to complete tasks autonomously.") * [Generative AI skills in ServiceNow Otto for Software Asset Management (SAM)](https://www.servicenow.com/docs/EiFdq_KlecBjBRCngUnLWw "Use ServiceNow Otto for Software Asset Management (SAM) generative AI capabilities to streamline your daily Software Asset Management workflow.") {#exploring-now-assist-sam__ul_dct_mkk_q3c} For information about AI assets that are available on the ServiceNow AI Platform, see the following topics: * [Generative AI skills](https://www.servicenow.com/docs/access?context=now-assist-skills&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) * [Agentic workflows](https://www.servicenow.com/docs/access?context=sn-aia-use-cases-list&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) {#exploring-now-assist-sam__ul_osh_bmt_43c} You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in [AI Control Tower](https://www.servicenow.com/docs/access?context=ai-model-providers&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). Domain separation is supported in ServiceNow Otto for SAM. For details, see [Domain separation in the AI Admin Hub console](https://www.servicenow.com/docs/access?context=domain-separation-in-the-now-assist-admin-console&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). * **[Supporting information for ServiceNow Otto for Software Asset Management (SAM)](https://www.servicenow.com/docs/hWT1M4koh8J4xCR17xU6mg)** Get a quick overview of the important information that is related to the ServiceNow Otto for Software Asset Management (SAM) application. * **[Agentic workflows in ServiceNow Otto for Software Asset Management (SAM)](https://www.servicenow.com/docs/sc3a7Y16zPiJQutLsp_Pxg)** Agentic workflows in ServiceNow Otto for Software Asset Management (SAM) enable ServiceNow Otto for SAM managers to manage software requests, create reclamation rules, and evaluate software removal candidates reducing manual effort and improving operational efficiency. * **[Generative AI skills in ServiceNow Otto for Software Asset Management (SAM)](https://www.servicenow.com/docs/m5SWsc11FG7QWEMG3JvkYg)** ServiceNow Otto for Software Asset Management (SAM) includes generative AI capabilities that help ServiceNow Otto for SAM managers streamline daily workflows, gain real-time insights, and automate repetitive tasks throughout the software asset lifecycle.