Using agentic workflows in Now Assist for HAM

  • Release version: Yokohama
  • Updated April 2, 2025
  • 2 minutes to read
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    Summary of Using agentic workflows in Now Assist for HAM

    Now Assist for Hardware Asset Management (HAM) offers agentic workflows powered by AI agents to automate and optimize hardware asset sourcing and repair processes. These workflows help ServiceNow customers reduce manual effort, accelerate hardware request fulfillment, improve asset manager productivity, and streamline repair operations.

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    Key Features

    • Help manage hardware asset requests agentic workflow: Automatically fulfills hardware asset requests by utilizing local stock, creating transfer orders from other stockrooms, or generating purchase orders to vendors. This workflow uses AI agents specialized in sourcing, transfer order creation, and purchase order creation.
    • Help repair hardware assets agentic workflow: Automates the hardware repair lifecycle by validating repair tasks, guiding inventory users and technicians through troubleshooting, recommending repair actions, and closing tasks upon confirmation. This workflow involves AI agents for next best actions, asset evaluation, and repair execution.
    • Activation and customization: By default, agentic workflows and AI agent records are inactive and read-only. Customers must activate workflows and agents before use, and duplicate workflows to customize them. Testing can be performed in AI Agent Studio to ensure performance before deployment.
    • Security controls: Access control lists (ACLs) can be configured to restrict discovery and invocation of agentic workflows and AI agents to authorized users, ensuring secure and compliant operations.
    • Agent availability: Some AI agents come pre-installed with Now Assist but may not be part of agentic workflows by default. Customers can view all available agents on their instance or explore additional agents via the AI Agent Marketplace on the ServiceNow Store.

    Practical Benefits

    • Speed up hardware asset sourcing and repair by automating routine tasks and decision-making.
    • Improve accuracy and consistency in handling hardware requests and repairs.
    • Enhance asset manager productivity and technician guidance through AI-driven recommendations.
    • Maintain control and security over workflow execution using ACLs.
    • Customize and test workflows to fit specific organizational needs before live deployment.

    Use the Now Assist for HAM AI agent collection to complete hardware asset sourcing tasks autonomously and optimize the asset repair workflow. These AI agents help resolve hardware requests quickly, improve the productivity of asset managers, and speed up repairs.

    Table 1. Available agentic workflows for Now Assist for Hardware Asset Management (HAM) AI agent collection
    Agentic workflow name Description Available AI agents
    Help manage hardware asset requests Automatically fulfills hardware asset requests by either using the available local stock, or by generating transfer orders to move assets from other stockrooms, or purchase orders to acquire assets from vendors.
    • Hardware asset management sourcing AI agent
    • Transfer order creation AI agent
    • Purchase order creation AI agent
    Help repair hardware assets Automates and optimizes the repair workflow for hardware assets by validating repair tasks, guiding inventory users and technicians through troubleshooting steps, suggesting suitable repair actions, and closing relevant tasks with details.
    • Asset next best action AI agent
    • Evaluate asset AI agent
    • Repair asset AI agent
    Important:
    By default, all agentic workflows and AI agent records are inactive. To use the agentic workflows and AI agents, follow these steps:
    • Activate the agentic workflow.
    • Activate all agents within the agentic workflow.
    • Activate the trigger to invoke the agentic workflow automatically. If you prefer to invoke it manually, activating the trigger isn’t necessary.

    By default, all agentic workflows and AI agent records are read only. To customize them, you must first duplicate the agentic workflow, and then activate the duplicated workflow.

    After you duplicate the agentic workflow, you can test it in the AI Agent Studio to analyze its performance as it executes the instructions that you have defined. For details on testing your agentic workflow, see Manually test the execution of an agentic workflow.

    You can implement security in AI agents and the agentic workflow using access control lists (ACLs) that specify which users can discover and invoke an agentic workflow or an AI agent. For more details on configuring ACLs, see Implement access control in Now Assist AI agents.

    Looking for an AI agent?
    • There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
    • To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.