Configuring ServiceNow Otto for Software Asset Management (SAM) skills

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • If you have the admin role, you can configure the ServiceNow Otto for Software Asset Management (SAM) application to use generative AI skills in the Software Asset Workspace.

    Before you begin

    Role required: admin

    About this task

    Starting with the Zurich Patch 4 release, generative AI skills for ServiceNow Otto for SAM are automatically activated on your instance by default and require no configuration. However, if you deactivate a skill, you need to manually reactivate that skill by following the specified procedure.

    Procedure

    1. Install the ServiceNow Otto for Software Asset Management (SAM) plugin (sn_now_assist_sam).
    2. Navigate to All > AI Admin Hub > Skills to access the AI Skills tab of the AI Admin Hub console.
    3. Select SAM under the Technology workflow group.
    4. On the AI skills for SAM page, select Activate skill for the skill that you would like to activate.
      The page for the skill that you activated opens with the General details section highlighted.
    5. In the General details section, select Save and continue.
      The settings in the General details section are read-only.
    6. In the Select display section, select Display.

      Display mode option.

      When selected, the skill is displayed on forms and workspaces.

      The sam_user role is the default role for viewing the skill. You can add additional roles if you want to.

      Custom role configurations for accessing generative AI skills are preserved. For example, if you added an alternative role such as the sam_admin role instead of the default sam_user role, the sam_admin role will retain access, while the sam_user role will lose access, as per the custom configuration.

    7. Select Save and continue.
    8. In the Review and activate section, review your choices and select Activate.
      The Successfully activated message box opens and the skill is activated. You're ready to use the skill in the Software Asset Workspace. For details on using the skills, see Using generative AI skills in ServiceNow Otto for Software Asset Management (SAM).