Now Assist for Hardware Asset Management (HAM)
Summarize
Summary of Now Assist for Hardware Asset Management (HAM)
The Now Assist for Hardware Asset Management (HAM) application helps ServiceNow customers streamline and automate hardware asset requests and repair workflows using AI-driven agentic processes. However, starting with the Australia release, this application is being prepared for future deprecation. It will no longer be installed on new ServiceNow instances but will continue to receive support for existing customers.
Show less
ServiceNow’s AI Platform now offers a new AI experience with three licensing tiers—Foundation, Advanced, and Prime—providing varying levels of AI capabilities to enhance hardware asset management and other business processes.
Availability and Restrictions
- Some AI models and Now Assist features are restricted or unavailable depending on customer location, data center environment, or compliance requirements (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, regulated markets).
- Customers should review the latest availability updates to determine which AI capabilities they can access.
AI Limitations and Responsible Use
Because the application leverages AI and machine learning, outputs may not always be accurate, complete, or appropriate. Customers are responsible for thoroughly testing and evaluating these outputs, applying human oversight, and avoiding sole reliance on AI for critical decisions—especially in sensitive domains such as healthcare, finance, legal, security, or infrastructure.
Use of the application must comply with ServiceNow’s AI Acceptable Use Policy, which may be updated periodically.
Data Processing and Collection
The application processes data by transferring it from individual customer instances to a centralized ServiceNow environment, which may involve third-party cloud providers. This data handling adheres to ServiceNow’s internal policies and compliance standards.
ServiceNow collects inputs, outputs, and edits generated through the application to improve AI technologies, models, and products. Customers have the option to opt out of future data collection as explained in the Now Assist documentation and opt-out resources.
Use the Now Assist for Hardware Asset Management (HAM) application to streamline and automate the hardware asset request process and the repair process with the agentic workflows.
Get started with AI
Starting with the Australia release, Now Assist for Hardware Asset Management (HAM) is being prepared for future deprecation. It will be hidden and no longer installed on new ServiceNow instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.
- 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
For more information on AI capabilities in HAM, see AI in Hardware Asset Management.
- Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
- Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
- Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
- Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.
AI limitations
This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.
Data processing
This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.
Data collection
ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect information about legal request and/or legal matter (including related field information, comments, and work notes). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.For more information, see the Now Assist documentation.