ServiceNow Otto for Hardware Asset Management (HAM) release notes
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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 capabilities to enhance hardware asset management. It leverages generative AI to provide real-time insights, automate hardware asset repair and sourcing processes, and improve overall asset lifecycle management.
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The application requires the Hardware Asset Management Pro plus license and is available via the ServiceNow Store. For optimal performance, upgrading to Yokohama Patch 6 or later is recommended.
Key Features
- AI-Generated Asset Analysis Summaries (Yokohama Patch 13): Real-time, consolidated AI-driven summaries on asset records provide dynamic updates on asset lifecycle, assignment, location, audit status, financial metrics, and highlight missing data to support efficient asset management.
- Automated Hardware Asset Repair (Yokohama Patch 6): AI agents validate repair tasks, offer troubleshooting and repair instructions, and complete tasks upon user confirmation through the Help repair hardware assets agentic workflow.
- Automated Hardware Asset Request and Sourcing (Yokohama Patch 4): AI agents automate complex tasks such as consuming assets from local stock, creating transfer orders, and generating purchase orders within the Help manage hardware asset requests agentic workflow, reducing manual effort and accelerating request resolution.
- Configurable Access Control Lists (ACLs): ACLs can be set for AI agents and agentic workflows in AI Agent Studio to control discovery and execution permissions. AI agents/workflows can be configured to behave as dynamic or AI users and be available to authenticated users or publicly.
- Now Assist Usage and Skills Configuration (Yokohama Patch 11): Usage measurement transitioned to a 365-day burn-down model resetting on contract anniversary. Certain Now Assist skills and AI workflows are enabled by default for new installations and upgrades, with role-based access controls for agentic workflows.
Practical Benefits for ServiceNow Customers
- Improved Asset Visibility: Gain comprehensive, up-to-date asset insights enabling better decision-making and streamlined management.
- Process Automation: Reduce manual tasks in asset repair and sourcing, improving operational efficiency and speeding up service delivery.
- Controlled AI Access: Securely manage who can trigger AI agents and workflows, ensuring compliance and governance.
- Enhanced Productivity: AI assistance accelerates hardware asset lifecycle activities, freeing up asset managers for higher-value work.
Activation and Upgrading
ServiceNow Otto for HAM must be requested and installed from the ServiceNow Store. To unlock the full feature set, upgrading to Yokohama Patch 6 or above is essential. Users with the procurementuser role have exclusive access to certain agentic workflows and AI agents related to hardware asset requests.
Related Applications and Features
- Now Assist: Provides AI-driven productivity enhancements including self-service, action recommendations, and improved search capabilities.
- AI Admin Hub Console: Centralizes setup, configuration, and monitoring of Now Assist applications.
- Now Assist Panel: Facilitates conversational AI summarization within Service Operations Workspace for faster context retrieval.
- Now Assist Skills: Offers generative AI capabilities such as case summarization and code generation tailored to various workflows.
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 Now Assist 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.
- 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.
- 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:
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. 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.
Additional requirements
The ServiceNow Otto for Hardware Asset Management (HAM) application requires the Hardware Asset Management Pro plus license.