ServiceNow Otto for Hardware Asset Management (HAM) release notes

  • Release version: Yokohama
  • Updated April 4, 2025
  • 4 minutes to read
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    Summary of ServiceNow Otto for Hardware Asset Management (HAM) Release Notes

    ServiceNow Otto for Hardware Asset Management (HAM) is a new application introduced in the Yokohama release that integrates agentic AI to enhance hardware asset management processes. Available through the ServiceNow Store, this application helps ServiceNow customers automate and optimize hardware asset lifecycle activities such as asset analysis, repair, and sourcing by leveraging AI agents and workflows. It requires the Hardware Asset Management Pro plus license and benefits from upgrades starting at Yokohama Patch 4.

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    Key Features

    • Real-time AI-driven asset insights (Yokohama Patch 13): Gain consolidated visibility into asset data with AI-generated summaries that dynamically reflect asset lifecycle, assignment, location, audit status, financial metrics, and missing data, supporting informed asset management decisions.
    • Automated hardware asset repair (Yokohama Patch 6): Use AI agents in workflows to validate repair tasks, provide detailed troubleshooting and repair instructions, and complete repairs upon user confirmation, streamlining the management of defective or out-of-warranty assets.
    • Agentic workflows for asset requests and sourcing (Yokohama Patch 4): Automate the hardware asset request process with AI agents handling tasks such as consuming local stock assets, creating transfer orders, and generating purchase orders, reducing manual work and accelerating request fulfillment.
    • Access Control List (ACL) configuration for AI agents and workflows: Administrators can define who can discover and trigger AI agents or workflows, specify if they act as dynamic or AI users, and control their availability to authenticated or public users via AI Agent Studio.
    • Updates to Now Assist usage measurement and skill activation (Yokohama Patch 11): Usage measurement transitions to a 365-day burn-down model resetting at contract anniversary. Some Now Assist skills are enabled by default for new customers and certain previously unconfigured skills for existing customers.

    Activation and Upgrade Guidance

    • Install ServiceNow Otto for HAM via the ServiceNow Store and upgrade to at least Yokohama Patch 6 to fully leverage the application’s AI features.
    • Only users with the procurementuser role can access the hardware asset request workflows and associated AI agents.

    Related ServiceNow Applications

    • Now Assist: Enhances productivity with AI-powered self-service, recommendations, and conversational interfaces.
    • AI Admin Hub console: Centralizes setup, configuration, and monitoring of Now Assist applications.
    • Now Assist panel: Provides conversational summarization tools within Service Operations Workspace for incidents and chats.
    • Now Assist skills: Offers generative AI capabilities like case summarization, chat summarization, resolution notes, and code generation to support diverse workflows.

    This release enables ServiceNow customers to automate hardware asset management workflows using intelligent AI agents, improving operational efficiency, reducing manual interventions, and providing actionable insights into asset status and lifecycle.

    The ServiceNow® ServiceNow Otto for Hardware Asset Management (HAM) application brings agentic AI to Hardware Asset Management. ServiceNow Otto for Hardware Asset Management (HAM) is a new application in the Yokohama release.

    ServiceNow Otto for Hardware Asset Management (HAM) highlights for the Yokohama release

    Yokohama Patch 13- Gain real-time visibility into critical asset data through generative AI-driven asset analysis summaries.

    Yokohama Patch 11
    • Review changes to Now Assist usage measurement.
    • Some Now Assist skills, agents, and agentic workflows are on by default.
    • Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications.

    Yokohama Patch 6 - Automate the hardware asset repair process by using an agentic workflow and configure Access Control Lists (ACLs) for both AI agents and agentic workflows.

    Yokohama Patch 4 - Automate and streamline your hardware asset request process by using an agentic workflow.

    See ServiceNow Otto for Hardware Asset Management (HAM) for more information.

    Important:
    ServiceNow Otto for Hardware Asset Management (HAM) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    Important information for upgrading ServiceNow Otto for Hardware Asset Management (HAM) to Yokohama

    Only users with the procurement_user role can access the Help manage hardware asset requests agentic workflow including the following AI agents:
    • Hardware asset management sourcing AI agent
    • Transfer order creation AI agent
    • Purchase order creation AI agent

    ServiceNow Otto for Hardware Asset Management (HAM) features

    Yokohama Patch 13
    Manage your assets with comprehensive and real-time data
    View consolidated asset information through AI-generated analysis summary on the asset record. The AI-generated summary dynamically updates based on the asset state and includes context from any active incidents or tasks. The summary displays the asset life cycle, current assignment and location, audit status, financial metrics, and identifies missing data to support asset management activities.
    Yokohama Patch 6
    Optimize hardware asset repair process with the suite of AI agents
    Automate the repair of defective and out-of-warranty hardware assets by using AI agents in the Help repair hardware assets agentic workflow. These AI agents validate the repair tasks, provide detailed troubleshooting and repair instructions, and complete the tasks on receiving user confirmation.
    Configure ACLs for AI agents and agentic workflows
    Configure the Access Control Lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available.
    Yokohama Patch 4
    Optimize hardware asset sourcing with the suite of AI agents
    Automate your hardware asset sourcing by using AI agents in the Help manage hardware asset requests agentic workflow. These AI agents can efficiently handle tasks such as automatically consuming assets from local stock, creating transfer orders, and generating purchase orders. By automating complex and repetitive tasks in the hardware asset request process, AI agents help to reduce manual intervention significantly, speed up request resolution, enhance the productivity of asset managers, and improve operational efficiency.

    Changed in this release

    Yokohama Patch 11
    Changes to Now Assist usage measurement
    Starting with Yokohama Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic.
    Some Now Assist skills are turned on by default
    The new default behavior works as follows:
    • New customers: When you install a Now Assist product, designated skills are turned on automatically.
    • Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
    Configure ACLs for AI agents and agentic workflows
    Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available.

    Activation information

    Install ServiceNow Otto for Hardware Asset Management (HAM) by requesting it from the ServiceNow Store.
    Note:
     To take full advantage of the ServiceNow Otto for HAM features, you should upgrade to Yokohama Patch 6 and install the ServiceNow Otto for Hardware Asset Management (HAM) store application.
    Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Additional requirements

    The ServiceNow Otto for Hardware Asset Management (HAM) application requires the Hardware Asset Management Pro plus license.

    Related ServiceNow applications and features

    Now Assist
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    Use the AI Admin Hub console for quick and effortless access to the important information that you need to set up, configure, and monitor Now Assist applications and features.
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