--- sourceDocument: Asset Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-asset-management Release : - brazil ft:locale : - en-US ft:publication_title : - Asset Management ft:clusterId : - itam bundleId : - itam workflow : - Technology --- # Zero Touch Refresh # Zero Touch Refresh {#ariaid-title1} Release version: Brazil Updated September 10, 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 Zero Touch Refresh The Zero Touch Refresh flow in ServiceNow enables organizations to fulfill employee hardware refresh requests through an external vendor without maintaining new assets in the local stockroom. This streamlined process automates the coordination between employees, providers, and inventory management, helping reduce manual handling and improve asset refresh efficiency. Show full answer Show less ## Process Flow and Key Tasks * **Employee Request:** An employee submits a hardware refresh request. * **Request Confirmation:** Upon approval, a Request confirmation task is created and automatically closed when the provider confirms the request. * **Provider Shipment:** The provider ships the new asset directly to the employee or to the stockroom based on the selected refresh method. A Request shipment task is created and closed when the shipment occurs. * **Asset Assignment and Notifications:** The shipped asset is assigned to the employee with specified serial number and asset tag. Email notifications are sent to asset role users and, if shipped to stockroom, also to the stockroom manager. * **Shipment Records:** Unique shipment records are created using tracking numbers and carrier details, viewable in the Hardware Asset Workspace for traceability. * **Pickup and Receiving Tasks:** * Ready for pickup task is created if the asset is shipped to the stockroom for employee pickup. * Receive asset task is created upon shipment to the employee or upon closure of the pickup task. * Receive return asset task is created when the employee returns the old asset, which is then confirmed and evaluated by the inventory manager. ## Integration and Configuration Requirements The Zero Touch Refresh flow requires integration with an external provider and the Insight application. It depends on the Service Exchange application being configured on both the provider's and the employee organization's ServiceNow instances to facilitate communication and process automation. ## Benefits for ServiceNow Customers * Automates hardware refresh requests and fulfillment without manual asset stock management. * Improves tracking and visibility of asset shipments and returns. * Ensures timely notifications to relevant stakeholders, enhancing communication. * Simplifies coordination with external vendors through pre-configured integrations. Use the Zero Touch Refresh flow to fulfill employee hardware refresh requests through an external vendor without having to maintain new assets in the local stockroom. The various stages in the asset refresh process are as follows: 1. An employee of your organization submits a request for refresh of the hardware asset.The Request confirmation task is created when the Zero Touch Refresh request is approved. The state of this task changes to Closed automatically when the provider confirms the request. 2. Provider ships the new asset to the employee. Note: A provider can fulfill a Zero Touch Refresh request by using the Asset Management application. The following tasks are created: 1. Request shipment: This task is created when the provider confirms the Zero Touch Refresh request. The state of this task changes to Closed automatically when the provider ships the new asset. The following happen when the provider ships the asset: * An asset with the serial number and asset tag specified by the provider is assigned to the employee. * Based on the refresh method that the employee selected in the Zero Touch Refresh request, email notifications with details of the new replacement asset that is shipped are sent as follows: * When the asset is shipped to the employee, an email notification is sent to all users with the asset role. * When the asset is shipped to the stockroom, an email notification is sent to all users with the asset role and also the stockroom manager of the selected stockroom from where the employee will pick up the new asset. {#zero-touch-asset-refresh__ul_hs2_sc4_wxb} * Based on the tracking number and shipping carrier details that the provider specified in the request, unique shipment records are created for the shipments of the replacement asset and the old asset. When the same tracking number is provided for both the shipments, a single shipment record is created. You can view the shipment records with the associated assets in the Assets operations view of the Hardware Asset Workspace. For more details, see [View hardware asset shipment details](https://www.servicenow.com/docs/xN7LXyoQdSyrPnlCWdeekg "View all hardware asset shipment details in a single place in the Hardware Asset Workspace."). {#zero-touch-asset-refresh__ul_gs2_sc4_wxb} 2. Ready for pickup: This task is created only for the Pickup refresh method in which the provider ships the new asset to the stockroom from where the employee picks up the asset. 3. Receive asset: This task is created as follows: * For the Ship refresh method, when the provider ships the asset to the employee. * For the Pickup refresh method, when the Ready for pickup task is closed. {#zero-touch-asset-refresh__ul_m1f_s24_wxb} 4. Receive return asset: This task is created when the provider ships the new asset. {#zero-touch-asset-refresh__ol_ock_3rl_1yb} 3. Employee confirms receipt of the new asset. 4. Employee returns the old asset to the stockroom in the labeled box shipped by the provider. 5. Inventory manager confirms that the old asset was received and evaluates it. {#zero-touch-asset-refresh__ol_eqc_mvy_xxb} Note: The Zero Touch Refresh flow requires support from an external provider and is pre-configured to integrate with Insight. The Zero Touch Refresh flow requires the Service Exchange application to be configured on the ServiceNow instance of both the provider and the employee's organization. For more details, see [Configure Zero Touch Refresh flow](https://www.servicenow.com/docs/DVeGY5C9tEbRNZuYfJ3xkg "Set up the Service Exchange connection and replacement models that the Zero Touch Refresh flow requires before asset managers can initiate hardware refresh requests through an external provider.") and [Manage refresh of assets using Zero Touch Refresh](https://www.servicenow.com/docs/orEvCdMB5vzR4~s6pgfX7g "Enable your employees to request hardware refreshes through an external vendor by using the Zero Touch Refresh flow on your ServiceNow instance. This process enables you to eliminate having to maintain a local inventory of new assets.").