ServiceNow Otto for Hardware Asset Management (HAM) release notes
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Summary of ServiceNow Otto for Hardware Asset Management (HAM) Release Notes - Zurich Release
ServiceNow Otto for Hardware Asset Management (HAM) integrates agentic AI to enhance hardware asset management processes. The Zurich release introduces significant updates and improvements, including AI-driven asset analysis, automated repair workflows, and changes to AI usage and access controls. The product is available through the ServiceNow Store and requires a Hardware Asset Management Pro plus license.
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Key Features
- AI-Driven Asset Insights (Zurich Patch 7): Gain real-time visibility into critical hardware asset data with AI-generated summaries that update dynamically based on asset state, incidents, tasks, lifecycle, location, audit status, and financial metrics.
- Automated Hardware Repair (Zurich Patch 1): Utilize AI agents in workflows to automate the repair process for defective or out-of-warranty hardware. These agents validate tasks, offer troubleshooting guidance, and complete repair tasks after user confirmation.
- Access Control Configuration: Configure ACLs in AI Agent Studio to control which users can discover and trigger AI agents and workflows. Options include defining AI agents as dynamic users or AI users and setting their availability to authenticated users or public access.
- ServiceNow Otto Branding (Zurich Patch 12): The AI experience platform formerly known as Now Assist is now branded as ServiceNow Otto, reflecting its expanded conversational AI capabilities across multiple channels and autonomous workflow orchestration.
- Now LLM Service Deprecation (Zurich Patch 11): The Now LLM Service is being phased out as the default model provider for AI assets, replaced by a third-party LLM. Existing configurations remain unaffected but manual selection of Now LLM is still possible.
- AI Usage Measurement Update (Zurich Patch 5): AI usage tracking moves from a 365-day look-back to a 365-day burn-down model, resetting usage at contract anniversaries for clearer measurement.
- Default Activation of AI Skills (Zurich Patch 4): Some generative AI skills, agents, and workflows are enabled by default for appropriate roles, simplifying initial setup for new customers and unconfigured AI assets during upgrades.
Important Considerations for ServiceNow Customers
- Product entitlements remain unchanged despite the rebranding to ServiceNow Otto; customers should verify their access to specific features accordingly.
- Agentic workflows and AI agents require role-based security configurations to function. Customers must assign the necessary roles to users to enable execution.
- Installation requires requesting the ServiceNow Otto for HAM application from the ServiceNow Store.
- The application depends on having the Hardware Asset Management Pro plus license.
Related Features
- Now Assist: Enhances productivity with AI-driven self-service, action recommendations, and improved search capabilities.
- Now Assist Admin and Panel: Provide centralized management and conversational interfaces for summarizing incidents, chats, and resolution notes.
- Now Assist Skills: Deliver generative AI capabilities across workflows such as case summarization and code generation.
The ServiceNow Otto for Hardware Asset Management (HAM) application brings agentic AI to Hardware Asset Management. ServiceNow Otto for HAM was enhanced and updated in the Zurich release.
ServiceNow Otto for HAM highlights for the Zurich release
Zurich Patch 12- 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- Prepare for Now LLM Service to be deprecated in a future release.
Zurich Patch 7- Gain real-time visibility into critical asset data through generative AI-driven asset analysis summaries.
Zurich Patch 5- Review changes to Now Assist usage measurement.
Zurich Patch 4- Some Now Assist skills, agents, and agentic workflows are now turned on by default.
Zurich Patch 1- Automate the hardware asset repair process by using an agentic workflow.
See Now Assist for Hardware Asset Management (HAM) for more information.
Important information for upgrading ServiceNow Otto for HAM to Zurich
- Hardware asset management sourcing AI agent
- Transfer order creation AI agent
- Purchase order creation AI agent
New in the Zurich release
- Zurich Patch 7
- 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.
- Zurich Patch 1
- Optimize hardware asset repair process with the suite of AI agents
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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.
Changed in this release
- Zurich Patch 12
- Now Assist > ServiceNow Otto announcement
- Now Assist 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.
- Zurich Patch 11
- Now LLM Service deprecation
- 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.
- Zurich Patch 5
- Changes to AI usage measurement
- 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.
- Zurich Patch 4
- Some generative AI skills, AI agents, and agentic workflows are turned on by default
- 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
- 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.
Activation information
Install ServiceNow Otto for HAM by requesting it from the ServiceNow Store. 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 HAM application requires the Hardware Asset Management Pro plus license.