--- title: Combined ServiceNow Otto for Hardware Asset Management \(HAM\) release notes for upgrades from Zurich to Australia description: Consolidated page of all release notes for ServiceNow Otto for Hardware Asset Management \(HAM\) from Zurich to Australia. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/delta-zurich-australia/australia-zurich-servicenowottoforhardwareassetmanagementham-release-notes.html release: australia topic_type: reference last_updated: "2026-10-09" reading_time_minutes: 7 breadcrumb: [Products combined by family] --- # Combined ServiceNow Otto for Hardware Asset Management \(HAM\) release notes for upgrades from Zurich to Australia Consolidated page of all release notes for ServiceNow Otto for Hardware Asset Management \(HAM\) from Zurich to Australia. ## 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 Zurich to Australia. **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 Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.

Release	Release notes
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
Australia	No updates for this release.

## New features Between your current release family and Australia, new features were introduced for ServiceNow Otto for Hardware Asset Management \(HAM\).

Release	Release notes
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.
Australia	No updates for this release.

Release

Release notes

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.

Australia

No updates for this release.

## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Hardware Asset Management \(HAM\) features.

Release	Release notes
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.
Australia	No updates for this release.

Release

Release notes

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.

Australia

No updates for this release.

## Removed Between your current release family and Australia, some ServiceNow Otto for Hardware Asset Management \(HAM\) features or functionality were removed.

Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

## Deprecations Between your current release family and Australia, some ServiceNow Otto for Hardware Asset Management \(HAM\) features or functionality were deprecated.

Release	Release notes
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.
Australia	- 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.

Release

Release notes

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.

Australia

## Activation information Review information on how to activate ServiceNow Otto for Hardware Asset Management \(HAM\).

Release	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.
Australia	- Activation information Install ServiceNow Otto for Hardware Asset Management \(HAM\) by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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=australia&ft:locale=en-US).

Release

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.

Australia

- **Activation information** Install ServiceNow Otto for Hardware Asset Management \(HAM\) by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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=australia&ft:locale=en-US).

## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for Hardware Asset Management \(HAM\) we have noted them here.

Release	Release notes
Zurich	- Additional requirements The ServiceNow Otto for HAM application requires the Hardware Asset Management Pro plus license.
Australia	No updates for this release.

## Browser requirements If any specific browser requirements were introduced or changed for ServiceNow Otto for Hardware Asset Management \(HAM\) we have noted them here.

Release	Release notes
Zurich	No updates for this release.
Australia	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.

Release	Release notes
Zurich	No updates for this release.
Australia	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.

Release	Release notes
Zurich	No updates for this release.
Australia	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.

Release	Release notes
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.
Australia	- Automate repetitive sourcing tasks and reduce workload on asset managers. - Reduce response and resolution time for hardware and repair requests. - Consolidate asset data across related records and identify action items with AI-generated analysis. See [ServiceNow Otto for Hardware Asset Management \(HAM\)](https://www.servicenow.com/docs/access?context=now-assist-ham&family=australia&ft:locale=en-US) for more information.

Release

Release notes

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.

Australia

- Automate repetitive sourcing tasks and reduce workload on asset managers. - Reduce response and resolution time for hardware and repair requests. - Consolidate asset data across related records and identify action items with AI-generated analysis. See [ServiceNow Otto for Hardware Asset Management \(HAM\)](https://www.servicenow.com/docs/access?context=now-assist-ham&family=australia&ft:locale=en-US) for more information.

**Parent Topic:**[Products combined by family](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/delta-zurich-australia/rn-combined-intro.md)