Virtual Agent for software requests

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Virtual Agent for software requests

    ServiceNow Virtual Agent enables employees to request software through an AI-driven conversational interface. This automation streamlines software request handling, allowing IT fulfillment teams to concentrate on more complex tasks and incidents.

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    Prerequisites

    • Activate the Software Asset Management Professional plugin on your ServiceNow instance.
    • Activate the Glide Virtual Agent plugin on your instance.
    • Request and install the ITSM Virtual Agent Conversations application from the ServiceNow Store.
    • Request and install the ITSM NLU Model for Virtual Agent Conversations application from the ServiceNow Store.
    • Enable automatic allocation by setting the workflow of software catalog items to Procurement Process Flow - Auto allocation enabled.

    Software Request Flow Using Virtual Agent

    When a user requests software via Virtual Agent, it automatically recommends available software options from your catalog. After selection, the user specifies the target user or device for the software allocation.

    Virtual Agent then generates a request item and initiates one of two workflows based on software entitlement types:

    • User allocation workflow: Used when entitlements support user allocations or both user and device allocations.
    • Device allocation workflow: Used when entitlements support device allocations or both user and device allocations.

    Allocations occur in chronological order, starting with the oldest entitlement. If entitlements support both allocation types, user allocation is prioritized before device allocation.

    Request Fulfillment and Approval

    If sufficient active rights and allocations exist, Virtual Agent automatically approves the software request and allocates rights to the specified user or device. The user then receives instructions for downloading and installing the software.

    If there are insufficient rights, manual sourcing is required. Once rights are sourced, Virtual Agent automatically completes allocation and provides installation instructions.

    Additional Notes

    This software request and allocation process is consistent across the ServiceNow Service Catalog and Employee Center, enabling a unified user experience.

    You can implement ServiceNow® Virtual Agent to enable your employees to request software through a predefined conversational interface that is powered by artificial intelligence. Virtual Agent helps address software requests automatically so that your IT fulfillment professionals can focus on more complex requests and incidents.

    For information on how to implement and use Virtual Agent, see Virtual Agent.

    Prerequisites

    Before you can begin using Virtual Agent for your software requests, complete the following prerequisites:
    • Activate the Software Asset Management Professional (com.snc.samp) plugin on your ServiceNow instance.

      See Request Software Asset Management for more information on how to activate this plugin.

    • Activate the Glide Virtual Agent (com.glide.cs.chatbot) plugin on your ServiceNow instance.

      See Activate Virtual Agent for more information on how to activate this plugin.

    • Request and install the ITSM Virtual Agent Conversations application from the ServiceNow Store.
    • Request and install the ITSM NLU Model for Virtual Agent Conversations application from the ServiceNow Store.
    • Enable automatic allocation of your software by setting the workflow of the corresponding software catalog items to Procurement Process Flow - Auto allocation enabled. See Create or edit a catalog item for more information on how to set the workflow for a software catalog item.

    Software request flow on Virtual Agent

    When a user requests software, Virtual Agent automatically recommends appropriate options based on the software that is available in your software catalog. Upon selecting an option, the user is prompted to specify the user or device that the software is being requested for. Virtual Agent then generates a request item and initiates one of the following workflows to allocate rights to the specified user or device:
    • User allocation workflow: Allocates rights to the specified user. Virtual Agent initiates this workflow when the corresponding software entitlements support either user allocations only or both user and device allocations.
    • Device allocation workflow: Allocates rights to the specified device. Virtual Agent initiates this workflow when the corresponding software entitlements support either device allocations only or both user and device allocations.
    Note:
    Rights are allocated to the specified user or device in ascending chronological order of software entitlements, starting with the oldest software entitlement.
    Note:
    If a software entitlement supports both user and device allocations or your software contains both user allocation- and device allocation-based software entitlements, Virtual Agent initiates the user allocation workflow first. Virtual Agent initiates the device allocation workflow only after all user allocations are consumed.

    If the corresponding software entitlements contain enough active rights and allocations to fulfill the request, Virtual Agent automatically approves the request and allocates rights to the specified user or device. The user is then provided with instructions to download and install the software.

    If the corresponding software entitlements do not contain enough active rights and allocations to fulfill the request, you must source the required rights manually. After you source those rights, Virtual Agent automatically allocates them to the specified user or device. The user is then provided with instructions to download and install the software.

    Important:
    Software can be requested and allocated using this same flow in the ServiceNow® Service Catalog and Employee Center. See Service Catalog for more information on the Service Catalog. See Employee Center for more information on the Employee Center.