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

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

Release version: Australia

Updated August 11, 2026

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Summary of Combined ServiceNow Otto for Hardware Asset Management (HAM) Release Notes for Upgrades from Zurich to Australia

This consolidated release notes document outlines the key updates, new features, changes, and important information for ServiceNow Otto for Hardware Asset Management (HAM) from the Zurich release through to Australia. It is designed to help ServiceNow customers prepare for upgrades by providing a comprehensive view of enhancements and modifications across releases in one place.

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Key Features

AI-Driven Asset Management (Zurich Patch 7): Real-time, consolidated asset data is presented via AI-generated analysis summaries on asset records. These dynamic summaries include asset lifecycle status, current assignment/location, audit status, financial metrics, and highlight missing data to aid asset management.
Automated Hardware Asset Repair (Zurich Patch 1): AI agents automate repair workflows for defective or out-of-warranty hardware by validating repair tasks, delivering troubleshooting instructions, and completing tasks upon user confirmation within the agentic workflow.
Configurable AI Agent Access Controls (Zurich Patch 1): Access Control Lists (ACLs) can be configured to govern who can discover and trigger AI agents and workflows, specifying their behavior as dynamic users or AI users and controlling availability to authenticated or public users.
Default Activation of AI Skills and Workflows (Zurich Patch 4): Certain generative AI skills, agents, and workflows are enabled by default for appropriate roles to streamline adoption. For new customers, these are auto-enabled upon installation; for existing customers upgrading, previously unconfigured AI assets are auto-enabled.
ServiceNow Otto Branding Update (Zurich Patch 12): The AI platform is rebranded as ServiceNow Otto, representing the conversational AI experience integrated into ServiceNow workflows with multimodal and autonomous orchestration capabilities.

Changes and Updates

LLM Service Update (Zurich Patch 11): The Now LLM Service is deprecated as the default large language model provider for new or inactive AI assets; a third-party LLM is now selected by default though manual selection of Now LLM remains available.
AI Usage Measurement Change (Zurich Patch 5): AI usage tracking shifts from a 365-day look-back model to a 365-day burn-down model, resetting usage at the contract anniversary date to better align with licensing.
ServiceNow Otto Naming and Feature Access: The renaming to ServiceNow Otto does not affect your product entitlements; customers should verify access to features based on their licenses.

Upgrade and Activation Guidance

Before upgrading to Australia, review pre- and post-upgrade tasks to ensure smooth transition.
ServiceNow Otto for HAM requires a Hardware Asset Management Pro plus license.
Installation is requested through the ServiceNow Store for Zurich and remains unchanged for Australia.

Notable Absences

No updates or changes were introduced in the Australia release family for ServiceNow Otto for HAM.
No features or functionality were removed or deprecated between Zurich and Australia.
There are no new browser, accessibility, or localization requirements introduced during these releases.

Practical Takeaways for ServiceNow Customers

Leverage AI-driven insights for comprehensive hardware asset visibility and management starting from Zurich Patch 7.
Automate hardware repair workflows using agentic AI capabilities to reduce manual effort and improve repair efficiency.
Configure ACLs to control AI agent access securely within your environment.
Be aware of changes in AI usage measurement and LLM service defaults to manage licensing and AI model preferences effectively.
Prepare for the ServiceNow Otto branding and ensure entitlement alignment to access the latest AI capabilities.
Since Australia introduces no new changes, focus on Zurich release features and updates when planning upgrades.

Consolidated page of all release notes for ServiceNow Otto for Hardware Asset Management (HAM) from Zurich to Australia.

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 Zurich to Australia.

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 Australia

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


Release	Release notes
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
Australia	No updates for this release.

New features

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


Release	Release notes
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.
Australia	No updates for this release.

Changes

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


Release	Release notes
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.
Australia	No updates for this release.

Removed

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


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Deprecations

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


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Activation information

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


Release	Release notes
Zurich	Install ServiceNow Otto for HAM by requesting it from the ServiceNow Store.
Australia	No updates for this release.

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
Zurich	The ServiceNow Otto for HAM application requires the Hardware Asset Management Pro plus license.
Australia	No updates for this release.

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
Zurich	No updates for this release.
Australia	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
Zurich	No updates for this release.
Australia	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
Zurich	No updates for this release.
Australia	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
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.
Australia	No updates for this release.