Asset Assistant is a GenAI-enhanced solution designed to improve the end-user experience related to IT hardware assets. Delivered through the Now Assist panel, it gives employees instant, conversational access to key asset information and lets them take action—like reporting issues or requesting replacements—without relying on help desk agents. This results in higher productivity, better self-service, and lower support costs.
The "Asset Assistant" solution is designed to significantly enhance the end-user experience related to their assigned IT hardware assets within ServiceNow. This solution addresses the common challenge users face in quickly accessing details about their assets (laptops, monitors, phones, etc.) and initiating related support or request actions efficiently. It aims to empower users with self-service capabilities for common asset-related tasks, reducing reliance on help desks and improving overall productivity. The primary audience for this solution includes employees (end-users) who are assigned IT hardware assets and need a conversational way to manage information and common processes related to those assets.
Overview
Asset Assistant is a GenAI-enhanced solution designed to improve the end-user experience related to IT hardware assets. Delivered through the Now Assist panel, it gives employees instant, conversational access to key asset information and lets them take action—like reporting issues or requesting replacements—without relying on help desk agents. This results in higher productivity, better self-service, and lower support costs.
✨ New Features
- Now Assist Panel Integration
- Embedded in Now Assist Panel.
- Users can ask questions like:
- “What assets are assigned to me?”
- “How to request an accessory?”
- “Report an issue with my phone.”
- Asset Lookup and Summary Cards
- Retrieves and summarizes assets assigned to the user using data from the Hardware table.
- Shows model, serial number, assignment/warranty dates, location, and status in a user-friendly format.
- Suggested Actions and Shortcuts
- Context-aware suggestions for common actions, such as:
- Creating an incident
- Submitting a catalog request
- Reporting loss or stollen
- Check warranty and support information
- Integrates with standard ITSM request and incident workflows, no need for ITSM Pro.
- Dynamic Form Prepopulation
- Auto-fills service request or incident forms with relevant asset information to reduce manual entry and errors.
???? Enhancements
- Natural Language Handling
- Understands variations in user phrasing and guides them through relevant workflows.
- User Context Awareness
- Filters results based on logged-in user and their assigned assets—no need to search manually.
- Scalable Design
- Works across different portals and workspaces as long as Now Assist Panel is enabled.
???? Benefits
- Improves employee productivity with instant, self-service access to asset information
- Reduces support costs by deflecting repetitive asset-related tickets
- Enhances user satisfaction with faster response and resolution times
- Minimizes errors with context-aware, pre-filled forms and guided actions
The "Asset Assistant" solution is dependent on the following applications and components:
* Now Assist: Core generative AI and conversational interface platform.
* Now Assist AI Agents: For development and management of the AI skill.