SoftTech AI Registry
ServiceNow · Hardware Asset Management

Hardware Asset Management Sourcing AI Agent

Sources a requested hardware item by generating and executing sourcing plans through consumption of local stock, transfer orders, or purchase orders, automatically where stockroom auto-sourcing options permit and otherwise by presenting a plan for user confirmation.

Recorded characteristics

Function
ServiceNow documents this AI agent as helping to source a requested hardware item through consume, transfer and purchase. Its documented workflow is: prompt for a requested item (RITM) number if not supplied; use the "Fetch the details of the requested item" tool to retrieve item information; inform the user of the required quantity; execute workflow A, which sources the item (where auto_consume, auto_transfer and auto_purchase are true and there are no problems, the sourcing is validated for the user); execute workflow B, which generates a guided source plan that the user must approve; execute workflow C, which generates an input plan that the user must approve; and end when C completes. Within the "Help manage hardware asset requests" agentic workflow, ServiceNow states the agent checks whether the requested item is available in the stockroom and, depending on the automatic sourcing set up in the stockroom, either uses the local stock autonomously or creates a sourcing plan and requests user confirmation to consume the assets. The same documentation states the agent triggers the Transfer order creation AI agent to create transfer orders and the Purchase order creation AI agent to create purchase orders. ServiceNow describes automatic sourcing as: first using available stock in the stockroom; then, for remaining assets transferable from another stockroom, creating a transfer order; then, if assets remain, creating a purchase order to buy them from a vendor. Where assets are held in stockrooms that are not set up for automatic sourcing, ServiceNow states the agent creates a sourcing plan and asks the requested item's assignee, or the person who started the conversation in the ServiceNow Otto panel, to confirm before proceeding; if confirmation is given and the plan is unchanged, it sources the assets according to the plan, and if the plan changes the agentic workflow stops and the conversation must be reinitiated. If confirmation is refused or quantity remains, ServiceNow documents a further confirmation sequence for a transfer order (confirm transfer, then confirm source and destination stockrooms) and then for a purchase order (confirm purchase, then confirm vendor and destination stockroom); if the user agrees to neither, ServiceNow states the request must be sourced manually.
Data access
Documented inputs are the requested item (RITM) number and the item details retrieved by the "Fetch the details of the requested item" tool, which ServiceNow describes as including required quantity and, in the equivalent IT Asset Management agent reference, model name. ServiceNow documents validations performed before sourcing that reference the RITM number and uniqueness, whether the item is already sourced, sourceable and approved, and the requested model, its model category, resource category opt-in and licensing of the model associated with the catalog item. Location data is used: the agent first checks the requested item for a location and falls back to the requesting user's profile location, and uses location hierarchy and stockroom-to-location mappings to find a stockroom that services that location or a parent location. Stockroom, stock availability, distribution-channel rank and vendor catalog item data are referenced by the documented sourcing paths. ServiceNow lists the agent's data access roles as procurement_user and itil, described as the user identity roles that determine which data the AI agent can access and what actions it can take. ServiceNow does not document access to the wider CMDB or to asset data beyond the sourcing paths described above; no such access is recorded here.
Actions
Can take actions
External actions
Unknown
Human confirmation
Conditional
Permission basis
Separate permissions
Administrative control
Documented controls. Stockroom level (role required: ham_admin), in Hardware Asset Workspace > Inventory > All stockrooms > Sourcing by AI agents: Auto-consume enables the AI agent to consume local stock automatically; Auto-transfer enables it to create a transfer order for the stockroom automatically; Auto-purchase enables it to create a purchase order for the stockroom automatically. ServiceNow documents these as separate check boxes and states that if these flags are not set, the agent presents a sourcing plan for user confirmation rather than processing the request automatically. Documented conditions constrain each path: automatic consumption requires at least one Auto-consume stockroom serving the requester's location, and where several qualify, assets are consumed first from the stockroom with the highest available quantity and then the next; automatic transfer requires exactly one Auto-transfer destination stockroom serving the requester's location, destination linkage to distribution channels acting as source stockrooms (sourced by rank, lowest rank first), and Auto-transfer enabled on both source and destination stockrooms; automatic purchase requires exactly one Auto-purchase stockroom serving the requester's location and exactly one vendor from whom the requested model can be purchased. Application and workflow level: the ServiceNow Otto for Hardware Asset Management (HAM) application must be installed for the Help manage hardware asset requests agentic workflow; ServiceNow instructs administrators that if agentic workflows and AI agent records are inactive they must activate the agentic workflow, activate all agents within it, and activate the trigger to invoke it automatically (activating the trigger is not necessary for manual invocation), and that in the Edit trigger form the Active button must be on for the AI agent to trigger autonomously. Agent record settings documented as off (false) by default: "Allow third party to access this AI agent" (External discoverable in sn_aia_agent_config), "Allow AI specialists to access this AI agent" (Specialist enabled), and long-term memory (sn_aia.ltm.enable_long_term_memory). Access: allowed user roles procurement_user; access control lists can specify which users can discover and invoke an agentic workflow or AI agent. Agentic workflows and AI agent records are read-only by default and must be duplicated to be customised. Triggers are optional with none defined by default. The agent is enabled for the ServiceNow Otto panel channel; itil, procurement_user and now_assist_panel_user roles are documented for panel access.
Default state
Conditional
Availability
Documented in the current ServiceNow Australia-release documentation set (agent reference page last updated 14 August 2026; agentic workflow, stockroom and application pages last updated 12 March 2026). The agent is listed under Hardware Asset Management AI agents and is used in the Help manage hardware asset requests agentic workflow, introduced in ServiceNow Otto for Hardware Asset Management (HAM) v1.0. ServiceNow does not label this agent as a preview or limited-availability feature in the pages reviewed. ServiceNow states that some AI products and features are unavailable for in-country SKUs, for FedRAMP, NSC DOD IL5 or Australia IRAP-Protected data centres, self-hosted customers and other restricted environments, and in Regulated Markets, and that some are available only in some regions.
Licensing
ServiceNow states that depending on your license you will have access to certain application features, generative AI skills, agentic workflows and AI agents, and describes three AI licensing tiers: Foundation, Advanced and Prime. The ServiceNow Otto for Hardware Asset Management (HAM) store application must be installed to automate hardware asset requests through the agentic workflow. Documented roles include ham_admin for stockroom configuration and procurement_user for agent access, with itil and now_assist_panel_user referenced for panel access. No price or entitlement detail specific to this agent is established.
External model or provider
Not established for this capability. ServiceNow's application-level documentation refers generically to data transfer to a centralised ServiceNow environment and potentially to a third-party cloud provider such as Microsoft Azure, and notes that not all model providers are available for in-country SKUs, but no model or provider is identified specifically for the Hardware Asset Management sourcing AI agent.
Limitations and uncertainty
Not established: the model or provider used for this agent; whether the LLM or a deterministic script decides quantities, stockroom ranking and vendor selection (ServiceNow documents the tools as scripts and states the ordering rules for auto-consume, auto-transfer and auto-purchase as conditions rather than as model reasoning); any rollback of steps already executed when a later step fails, and how remaining quantity is recalculated beyond ServiceNow's statement that the workflow continues where quantity remains outstanding; retention, training or opt-out specifics for this agent's inputs and outputs beyond the application-level statements; whether any documented action writes to a system outside ServiceNow; and whether execution history constitutes an immutable audit trail. ServiceNow documents no independent verification of physical fulfilment: validation is of sourcing status within the application. Two closely named agents exist in the current documentation set: this Hardware Asset Management sourcing AI agent (used in Help manage hardware asset requests) and a separate Asset sourcing AI agent listed under IT Asset Management AI agents (used in Help manage enterprise asset requests); only the Hardware Asset Management agent is recorded here.

Evidence