--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-zurich-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3bz bundleId : - delta3bz --- # Combined ServiceNow Otto for Hardware Asset Management (HAM) release notes for upgrades from Zurich to Brazil # Combined ServiceNow Otto for Hardware Asset Management (HAM) release notes for upgrades from Zurich to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 8 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 Combined ServiceNow Otto for Hardware Asset Management (HAM) Release Notes for Upgrades from Zurich to Brazil This consolidated guide provides ServiceNow customers with essential information for upgrading ServiceNow Otto for Hardware Asset Management (HAM) from the Zurich release to the Brazil release. It includes key new features, changes, deprecations, and activation instructions to help ensure a smooth transition and to optimize the use of HAM capabilities enhanced by AI-driven automation and analysis. Show full answer Show less ## Key Features * **AI-Generated Asset Analysis Summaries:** View comprehensive, real-time consolidated asset information on asset records. These dynamic summaries update based on asset state and incorporate data from active incidents, tasks, life cycle status, assignments, locations, audit results, financial metrics, and highlight missing information to support effective asset management. * **Configurable AI Agent Access Controls:** Administrators can configure access control lists (ACLs) in AI Agent Studio to define who can discover and trigger AI agents and agentic workflows. This includes setting whether agents act as dynamic users or AI users and controlling availability to authenticated or public users. * **Automated Hardware Asset Repair Workflow:** Utilize AI agents within the help repair hardware assets agentic workflow to automate validation, troubleshooting, repair instructions, and task completion for defective or out-of-warranty hardware assets, streamlining repair processes and reducing manual effort. ## Key Changes * **Rebranding to ServiceNow Otto:** The AI experience platform formerly known as Now Assist is now branded as ServiceNow Otto, reflecting enhanced conversational AI capabilities that support multimodal interactions and autonomous workflow orchestration across the platform. * **Now LLM Service Update and Deprecation:** The default large language model (LLM) provider has shifted to a third-party model, with the Now LLM Service still available but deprecated for new development. The October 2026 release introduces the Gemma 4 model to the LLM portfolio, hosted and governed by ServiceNow with data protection. * **AI Usage Measurement Change:** AI usage tracking moved from a 365-day look-back to a 365-day burn-down model, resetting at contract anniversaries, ensuring more accurate monitoring of AI consumption. * **Default Activation of Certain AI Skills and Workflows:** Some generative AI features and agentic workflows are enabled by default for suitable roles to facilitate immediate value without manual configuration, while preserving role-based access controls. * **Security Role Configuration Required:** When restricting AI agents or workflows to certain roles, administrators must explicitly add required roles to ensure proper execution and access control. ## Deprecations and Removals * **Now LLM Service Model Versions:** Older models remain available for existing published AI configurations but are deprecated for new use, encouraging migration to newer models like Gemma 4 for improved performance and compliance. * **No Features Removed:** There were no removals of features between Zurich and Brazil releases. ## Upgrade and Activation Instructions * ServiceNow Otto for HAM requires the Hardware Asset Management Pro Plus license. * Installation and activation are performed by requesting the application from the ServiceNow Store. Customers can refer to the ServiceNow Store for app availability and version history. * Pre- and post-upgrade tasks should be reviewed and completed as needed to ensure a smooth transition to Brazil. ## Additional Notes * There are no new browser, localization, or accessibility requirements introduced with this upgrade. * Product entitlements remain unchanged despite the rebranding to ServiceNow Otto. * AI-driven automation in HAM aims to reduce manual workloads, accelerate response and resolution times for hardware and repair requests, and enhance decision-making through AI insights. Consolidated page of all release notes for ServiceNow Otto for Hardware Asset Management (HAM) from Zurich to Brazil. ## 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 Brazil. 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 Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__2} | Release | Release notes | |-|-| | Zurich | Upgrade information : 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. | | Brazil | No updates for this release. | [ ] ## New features Between your current release family and Brazil, new features were introduced for ServiceNow Otto for Hardware Asset Management (HAM). {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__10} | Release | Release notes | |-|-| | Zurich | [Manage your assets with comprehensive and real-time data](https://www.servicenow.com/docs/access?context=generate-asset-analysis-now-assist-ham&family=zurich&ft:locale=en-US) : 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. [Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=zurich&ft:locale=en-US) : 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. [Optimize hardware asset repair process with the suite of AI agents](https://www.servicenow.com/docs/access?context=now-assist-ham-repair-agent-workflow&family=zurich&ft:locale=en-US) : 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. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing ServiceNow Otto for Hardware Asset Management (HAM) features. {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__18} | Release | Release notes | |-|-| | Zurich | [Now Assist \> ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&family=zurich&ft:locale=en-US) : ServiceNow Otto 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. [Now LLM Service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=zurich&ft:locale=en-US) : 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. [Changes to AI usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=zurich&ft:locale=en-US) : 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some generative AI skills, AI agents, and agentic workflows are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=zurich&ft:locale=en-US) : 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. [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&family=zurich&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some ServiceNow Otto for Hardware Asset Management (HAM) features or functionality were removed. {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__26} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some ServiceNow Otto for Hardware Asset Management (HAM) features or functionality were deprecated. {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__34} | Release | Release notes | |-|-| | Zurich | Now LLM Service : Starting with the October 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. The latest industry advancements are available alongside sovereignty-focused options. All models are hosted and governed by ServiceNow with the same infrastructure and data protections. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see [KB3066214: ServiceNow Otto Model Upgrades](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3066214) article in the Now Support Knowledge Base. | | Australia | Now LLM Service : Starting with the October 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. The latest industry advancements are available alongside sovereignty-focused options. All models are hosted and governed by ServiceNow with the same infrastructure and data protections. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see [KB3066214: ServiceNow Otto Model Upgrades](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3066214) article in the Now Support Knowledge Base. | | Brazil | Now LLM Service : Starting with the October 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. The latest industry advancements are available alongside sovereignty-focused options. All models are hosted and governed by ServiceNow with the same infrastructure and data protections. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see [KB3066214: ServiceNow Otto Model Upgrades](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3066214) article in the Now Support Knowledge Base. | [ ] ## Activation information Review information on how to activate ServiceNow Otto for Hardware Asset Management (HAM). {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__42} | Release | Release notes | |-|-| | Zurich | Activation information : Install ServiceNow Otto for HAM by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Important: ServiceNow Otto for HAM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install ServiceNow Otto for Hardware Asset Management (HAM) by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=australia&ft:locale=en-US). | | Brazil | Activation information : Install ServiceNow Otto for Hardware Asset Management (HAM) by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=brazil&ft:locale=en-US). | [ ] ## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for Hardware Asset Management (HAM) we have noted them here. {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__50} | Release | Release notes | |-|-| | Zurich | Additional requirements : The ServiceNow Otto for HAM application requires the Hardware Asset Management Pro plus license. | | Australia | No updates for this release. | | Brazil | 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. {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__58} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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. {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__66} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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. {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__74} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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. {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__82} | Release | Release notes | |-|-| | Zurich | [Zurich Patch 12](https://www.servicenow.com/docs/access?context=zurich-patch-12&family=zurich&ft:locale=en-US)- 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](https://www.servicenow.com/docs/access?context=zurich-patch-11&family=zurich&ft:locale=en-US)- Prepare for Now LLM Service to be deprecated in a future release. [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US)- Gain real-time visibility into critical asset data through generative AI-driven asset analysis summaries. [Zurich Patch 5](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US)- Review changes to Now Assist usage measurement. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US)- Some Now Assist skills, agents, and agentic workflows are now turned on by default. [Zurich Patch 1](https://www.servicenow.com/docs/access?context=zurich-patch-1&family=zurich&ft:locale=en-US)- Automate the hardware asset repair process by using an agentic workflow. See [ServiceNow Otto for Hardware Asset Management (HAM)](https://www.servicenow.com/docs/access?context=now-assist-ham&family=zurich&ft:locale=en-US) for more information. | | Australia | * Automate repetitive sourcing tasks and reduce workload on asset managers. * Reduce response and resolution time for hardware and repair requests. * Consolidate asset data across related records and identify action items with AI-generated analysis. See [ServiceNow Otto for Hardware Asset Management (HAM)](https://www.servicenow.com/docs/access?context=now-assist-ham&family=australia&ft:locale=en-US) for more information. | | Brazil | * Automate repetitive sourcing tasks and reduce workload on asset managers. * Reduce response and resolution time for hardware and repair requests. * Consolidate asset data across related records and identify action items with AI-generated analysis. See [ServiceNow Otto for Hardware Asset Management (HAM)](https://www.servicenow.com/docs/access?context=now-assist-ham&family=brazil&ft:locale=en-US) for more information. | [ ]