How AI Is Shaping ITAM in the ServiceNow Zurich Release
With TopTech, learn how IT Asset Management (ITAM) is evolving fast — and with the ServiceNow Zurich release, AI is no longer just an add-on. It’s getting embedded into everyday asset workflows, helping teams optimise software and hardware portfolios, automate routine tasks, and tackle compliance challenges more confidently. Here’s what that means for modern enterprises.
Generative AI & Now Assist for ITAM Workflows
Zurich extends the Now Assist platform to ITAM — particularly through Software Asset Management (SAM) and Hardware Asset Management (HAM) applications — bringing generative AI and AI agents into asset lifecycles.This is not just “AI Chatbot 101” — it’s contextual support embedded into ITSM processes, intelligently guiding users and agents alike.
- AI assistance for software requests: Intelligent agents help review and fulfil software asset requests faster, reducing manual effort and backlogs.
- Automated software reclamation rules: AI agents can suggest or even generate rules that identify unused or under-utilised licenses eligible for reclamation helping reclaim spend.
- Software removal evaluations: AI agents assess which software instances should be removed based on usage patterns and licensing compliance, streamlining retirement decisions.
Better Asset Visibility & Audit Support
Zurich introduces deeper automation and workspace features that leverage intelligence across ITAM processes:With this shift, organisations can better demonstrate compliance and reduce risk during audits by combining system data, AI insights, and guided workflows.
- Asset Audit Response Workspace: A dedicated workspace to help teams coordinate and automate responses to audits (external or internal) — guiding evidence requests, tracking progress, and consolidating regulatory content into a workflow that’s easier to manage.
- Unified ITAM Experience: Historically, asset audit processes were scattered. Zurich centralises visibility into hardware and software audits, improving compliance readiness and reporting efficiency.
Enhanced Automation Across Asset Categories
Zurich doesn’t treat all assets equally — it expands AI-assisted automation across multiple asset domains: software, hardware, and cloud.This broader coverage means the entire ITAM ecosystem becomes more intelligent, proactive, and efficient — reducing manual touchpoints and improving decision quality.
- Software Asset Management (SAM):Software lifecycle tasks like request fulfilment, license optimisation, and compliance checks now get AI support.
- Hardware Asset Management (HAM): AI agents help with procurement tasks (like generating transfer orders or purchase orders) and support asset lifecycle orchestration.
Strategic Value: Beyond Routine Tasks
The Zurich release isn’t just about adding AI features — it’s about making ITAM strategic:As one industry blog puts it: “AI for asset management officially has a viable value statement” — meaning Zurich moves ITAM from incremental automation to intelligent, data-driven operations.
- Reduced risk and improved complianceautomated reclamation and audit support help stay ahead of policy changes and internal requirements.
- Faster decisions with AI guidance intelligent summarisation and pattern detection turn raw data into clear recommendations.
- Better cost control AI assists in identifying underused assets and suggesting optimised usage or retirement.
Final Thoughts
With the ServiceNow Zurich release, AI is finally mainstream in ITAM — not just as a cool feature but as a core part of the asset lifecycle. Tasks that once took hours — like software request review, reclamation rule setup, and audit preparation — now have AI agents to help shoulder the load. The result? More strategic asset optimisation, better compliance outcomes, and teams that can operate at scale with confidence.
