ServiceNow Otto for Hardware Asset Management (HAM)
Summarize
Summary of ServiceNow Otto for Hardware Asset Management (HAM)
ServiceNow Otto for Hardware Asset Management (HAM) is an application designed to streamline and automate hardware asset request and repair processes using agentic AI workflows. It integrates with the AI Agent Studio, allowing you to access and manage these workflows efficiently. This solution leverages generative AI skills to enhance hardware asset management operations, helping you improve service delivery and operational efficiency.
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Key Features
- Agentic Workflows: Automate hardware asset requests and repairs with AI-driven workflows accessible via the AI Agent Studio.
- Generative AI Skills: Utilize advanced AI capabilities to support hardware asset management tasks.
- Configurability: Customize the application to fit your organization’s hardware asset management requirements.
- Data Handling and Privacy: Data from your ServiceNow instance may be transferred to centralized environments or third-party cloud providers for processing, following strict internal policies to ensure compliance and security.
- Data Collection for Improvement: Inputs and outputs from the application help improve ServiceNow AI technologies. Customers have the option to opt out of future data collection.
Important Considerations
- Availability of AI models and features varies by region and customer type, with some restrictions for in-country SKUs, FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted customers, and regulated markets.
- The AI-driven nature means outputs may not always be fully accurate or appropriate; human oversight and thorough testing are recommended before relying on AI-generated results, particularly in sensitive or high-impact environments.
- Users must comply with ServiceNow’s AI Acceptable Use Policy.
Support and Troubleshooting
- Access the ServiceNow Community on AI and Intelligence for discussions and assistance.
- Use the Known Error Portal to find relevant error articles.
- Contact ServiceNow Customer Service and Support for further help.
Next Steps for Customers
- Explore and configure the ServiceNow Otto for HAM application to automate hardware asset management workflows.
- Verify the availability of AI models and features applicable to your region and deployment environment.
- Implement human oversight procedures to validate AI outputs before decision-making.
- Review data processing and collection policies to ensure compliance with your organizational standards.
Use the ServiceNow Otto for Hardware Asset Management (HAM) application to streamline and automate the hardware asset request process and the repair process with the agentic workflows.
Watch this short video for an introduction to the agentic AI for Hardware Asset Management application.
Get started
- 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.