--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-yokohama-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zy bundleId : - delta3zy --- # Combined ServiceNow Otto for Hardware Asset Management (HAM) release notes for upgrades from Yokohama to Zurich # Combined ServiceNow Otto for Hardware Asset Management (HAM) release notes for upgrades from Yokohama to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 10 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined ServiceNow Otto for Hardware Asset Management (HAM) Release Notes for Upgrades from Yokohama to Zurich This consolidated release notes document covers all key updates, features, changes, deprecations, and activation information for ServiceNow Otto for Hardware Asset Management (HAM) from the Yokohama release through to the Zurich release. It is designed to assist ServiceNow customers in preparing and executing a smooth upgrade while understanding the new capabilities and evolving platform functionalities. Show full answer Show less ## Key Features * **AI-Generated Asset Analysis Summaries:** Both Yokohama and Zurich releases introduced dynamic AI-generated summaries on asset records. These provide real-time, consolidated insights into asset lifecycle, assignment, location, audit status, financial metrics, and missing data, helping customers manage hardware assets more effectively. * **Configurable Access Control Lists (ACLs) for AI Agents and Agentic Workflows:** Customers can now configure who can discover and trigger AI agents and workflows in AI Agent Studio, specifying whether these act as dynamic users or AI users, and controlling availability to authenticated users or the public. * **Automated Hardware Asset Repair and Sourcing:** AI agents automate the repair of defective and out-of-warranty hardware by validating tasks, providing troubleshooting instructions, and completing tasks upon user confirmation. Similarly, hardware asset sourcing is streamlined by automating consumption from stock, transfer orders, and purchase orders, enhancing operational efficiency and reducing manual effort. * **ServiceNow Otto Branding and AI Experience:** Zurich release rebranded the AI experience as ServiceNow Otto, emphasizing a conversational AI platform integrated into workflows with multimodal interaction and autonomous orchestration capabilities. ## Key Changes * **Now Assist and AI Usage Measurement:** Usage measurement transitioned from a 365-day look-back model to a 365-day burn-down model resetting at the contract anniversary, applicable from Yokohama Patch 5 and Australia Early Access respectively. This affects how AI consumption is tracked and billed. * **Default Activation of AI Skills and Agentic Workflows:** For new customers and certain upgrades, designated AI capabilities are enabled by default, reducing initial configuration effort. Previously configured skills that were disabled remain inactive unless re-enabled. * **Role-Based Security Configuration:** Additional role assignments are required to enable agentic workflows and AI agents to execute properly. Customers must ensure appropriate roles are assigned as documented for each AI asset. * **Now LLM Service Deprecation:** The Now LLM Service is deprecated as the default model provider, replaced by third-party large language models for new or inactive AI assets. Existing configurations remain supported, and manual selection of Now LLM Service is still possible. ## Activation and Licensing * **Installation:** ServiceNow Otto for HAM is available exclusively through the ServiceNow Store. Customers must request installation from the Store to activate the application. * **License Requirements:** The application requires a Hardware Asset Management Pro plus license. ## Additional Notes * **No Features Removed:** No features or functionality were removed between Yokohama and Zurich releases. * **Browser and Accessibility:** There were no changes to browser requirements or accessibility compliance for ServiceNow Otto for HAM. * **Localization:** No localization updates were introduced in this upgrade cycle. ## Practical Implications for ServiceNow Customers Upgrading to Zurich enhances hardware asset management with AI-driven insights and automation, reducing manual tasks and improving data-driven decisions. Customers should plan for updated AI usage metrics, review and assign necessary roles to enable new AI capabilities, and ensure they meet licensing prerequisites. Utilizing the ServiceNow Store for installation and adhering to configuration best practices will maximize the benefits of ServiceNow Otto for HAM. Consolidated page of all release notes for ServiceNow Otto for Hardware Asset Management (HAM) from Yokohama to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Hardware Asset Management (HAM) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama to Zurich. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading ServiceNow Otto for Hardware Asset Management (HAM) to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__2} | Release | Release notes | |-|-| | Yokohama | Upgrade information : 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 | | Zurich | Upgrade information : If you have the procurement_user user role, you can access the help manage hardware asset requests agentic workflow, which includes the following AI agents: * Hardware asset management sourcing AI agent * Transfer order creation AI agent * Purchase order creation AI agent | [ ] ## New features Between your current release family and Zurich, new features were introduced for ServiceNow Otto for Hardware Asset Management (HAM). {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__8} | Release | Release notes | |-|-| | Yokohama | [Manage your assets with comprehensive and real-time data](https://www.servicenow.com/docs/access?context=generate-asset-analysis-now-assist-ham&family=yokohama&ft:locale=en-US) : 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. [Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=yokohama&ft:locale=en-US) : 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 repair process with the suite of AI agents](https://www.servicenow.com/docs/access?context=now-assist-ham-repair-agent-workflow&family=yokohama&ft:locale=en-US) : 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. [Optimize hardware asset sourcing with the suite of AI agents](https://www.servicenow.com/docs/access?context=now-assist-ham-agentic-workflow&family=yokohama&ft:locale=en-US) : 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. | | Zurich | [Manage your assets with comprehensive and real-time data](https://www.servicenow.com/docs/access?context=generate-asset-analysis-now-assist-ham&family=zurich&ft:locale=en-US) : 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. [Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=zurich&ft:locale=en-US) : 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 repair process with the suite of AI agents](https://www.servicenow.com/docs/access?context=now-assist-ham-repair-agent-workflow&family=zurich&ft:locale=en-US) : 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. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing ServiceNow Otto for Hardware Asset Management (HAM) features. {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__14} | Release | Release notes | |-|-| | Yokohama | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=yokohama&ft:locale=en-US) : 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some Now Assist skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=yokohama&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=yokohama&ft:locale=en-US) : 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. | | Zurich | [Now Assist \> ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&family=zurich&ft:locale=en-US) : ServiceNow Otto introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [Now LLM Service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=zurich&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. [Changes to AI usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=zurich&ft:locale=en-US) : Starting with Australia Early Access, AI 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: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some generative AI skills, AI agents, and agentic workflows are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=zurich&ft:locale=en-US) : The skills are automatically available to appropriate role users for the application, such as ITIL roles on incident forms or change forms. This change simply activates the skill and does not touch the roles that may be needed to use the skill. The new default behavior works as follows: * New customers: When you install an AI product, designated skills and agentic workflows are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill, agent, or agentic workflow is turned on automatically (the AI asset was never configured and turned on, then turned off again). Previously configured skills and agentic workflows that were turned on, then off, remain inactive. [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&family=zurich&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. | [ ] ## Removed Between your current release family and Zurich, some ServiceNow Otto for Hardware Asset Management (HAM) features or functionality were removed. {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__20} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some ServiceNow Otto for Hardware Asset Management (HAM) features or functionality were deprecated. {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__26} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Now LLM Service : Starting with the October 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. The latest industry advancements are available alongside sovereignty-focused options. All models are hosted and governed by ServiceNow with the same infrastructure and data protections. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see [KB3066214: ServiceNow Otto Model Upgrades](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3066214) article in the Now Support Knowledge Base. | [ ] ## Activation information Review information on how to activate ServiceNow Otto for Hardware Asset Management (HAM). {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__32} | Release | Release notes | |-|-| | Yokohama | 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](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=yokohama&ft:locale=en-US). 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. | | Zurich | Activation information : Install ServiceNow Otto for HAM by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Important: ServiceNow Otto for HAM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for Hardware Asset Management (HAM) we have noted them here. {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__38} | Release | Release notes | |-|-| | Yokohama | Additional requirements : The ServiceNow Otto for Hardware Asset Management (HAM) application requires the Hardware Asset Management Pro plus license. | | Zurich | Additional requirements : The ServiceNow Otto for HAM application requires the Hardware Asset Management Pro plus license. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for ServiceNow Otto for Hardware Asset Management (HAM) we have noted them here. {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__44} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for ServiceNow Otto for Hardware Asset Management (HAM), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__50} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for ServiceNow Otto for Hardware Asset Management (HAM) we have noted them here. {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__56} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for ServiceNow Otto for Hardware Asset Management (HAM) we have noted them here. {#dfrn3-servicenowottoforhardwareassetmanagementham-summary__entry__62} | Release | Release notes | |-|-| | Yokohama | [Yokohama Patch 13](https://www.servicenow.com/docs/access?context=yokohama-patch-13&family=yokohama&ft:locale=en-US)- Gain real-time visibility into critical asset data through generative AI-driven asset analysis summaries. [Yokohama Patch 11](https://www.servicenow.com/docs/access?context=yokohama-patch-11&family=yokohama&ft:locale=en-US) * 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)](https://www.servicenow.com/docs/access?context=now-assist-ham&family=yokohama&ft:locale=en-US) for more information. | | Zurich | [Zurich Patch 12](https://www.servicenow.com/docs/access?context=zurich-patch-12&family=zurich&ft:locale=en-US)- ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Hardware Asset Management (HAM). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [Zurich Patch 11](https://www.servicenow.com/docs/access?context=zurich-patch-11&family=zurich&ft:locale=en-US)- Prepare for Now LLM Service to be deprecated in a future release. [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US)- Gain real-time visibility into critical asset data through generative AI-driven asset analysis summaries. [Zurich Patch 5](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US)- Review changes to Now Assist usage measurement. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US)- Some Now Assist skills, agents, and agentic workflows are now turned on by default. [Zurich Patch 1](https://www.servicenow.com/docs/access?context=zurich-patch-1&family=zurich&ft:locale=en-US)- Automate the hardware asset repair process by using an agentic workflow. See [ServiceNow Otto for Hardware Asset Management (HAM)](https://www.servicenow.com/docs/access?context=now-assist-ham&family=zurich&ft:locale=en-US) for more information. | [ ]