ServiceNow Otto for Software Asset Management (SAM)
Summarize
Summary of ServiceNow Otto for Software Asset Management (SAM)
ServiceNow Otto for Software Asset Management (SAM) integrates generative AI capabilities into your SAM workflows to reduce manual effort while improving compliance visibility and optimization insights. Starting with the Australia release, this application is being prepared for deprecation: it will no longer be installed on new instances but will continue to be supported for existing customers. Customers are encouraged to transition to the new AI experience available through the ServiceNow AI Platform.
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AI Platform and Licensing Tiers
The new ServiceNow AI Platform offers three licensing tiers to meet varying business needs:
- Foundation: Provides basic AI-driven insights.
- Advanced: Enhances productivity across relevant use cases.
- Prime: Enables autonomous actions with full AI assets and customization capabilities.
Details about AI capabilities specifically within Software Asset Management are available to help customers leverage these new tools effectively.
Availability and Restrictions
Not all AI models and features are available in all regions or data center environments. Customers with in-country SKUs, those in regulated markets (such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected environments), self-hosted setups, or certain restricted environments may face limitations. ServiceNow advises monitoring knowledge base articles for ongoing updates regarding model availability and feature access.
Data Handling and Privacy
Using this application involves transferring data from customer instances to a centralized ServiceNow environment, which may be hosted in different geographic regions or by third-party cloud providers like Microsoft Azure. Data is processed following ServiceNow’s internal policies and compliance standards. Additionally, ServiceNow collects inputs, outputs, and edits made within the application to enhance AI technologies and models. Customers retain the option to opt out of future data collection through the Now Assist Opt-Out process.
AI Limitations and Responsible Use
Because AI and machine learning generate predictions based on data patterns, outputs may not always be accurate or complete. Customers must apply human oversight, thoroughly test AI outputs for their specific use cases, and avoid relying solely on AI for critical decision-making, especially in sensitive areas such as healthcare, finance, legal, or security. Adherence to ServiceNow’s AI Acceptable Use Policy is required.
Support and Troubleshooting
- Access the ServiceNow Community on AI and Intelligence for peer support.
- Use the Known Error Portal to find solutions to common issues.
- Contact ServiceNow Customer Service and Support for direct assistance.
Use the ServiceNow Otto for Software Asset Management (SAM) application to integrate generative AI capabilities into your daily workflow, thereby minimizing manual tasks while enhancing compliance visibility and optimization insights.
Get started with AI
Starting with the Australia release, ServiceNow Otto for Software Asset Management (SAM) is being prepared for future deprecation. It will be hidden and no longer installed on new 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 Software Asset Management, see AI in Software Asset Management.
- Not all model providers are available for customers with in-country SKUs, and some AI 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 AI 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 AI 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.
Troubleshoot and get help
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.