Generative AI skills in ServiceNow Otto for Software Asset Management \(SAM\)

concept australia Updated Sep 10, 2026 3 min read explore-generative-ai-skills-now-assist-sam.md
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ServiceNow Otto for Software Asset Management (SAM) includes generative AI capabilities that help ServiceNow Otto for SAM managers streamline daily workflows, gain real-time insights, and automate repetitive tasks throughout the software asset lifecycle.

ServiceNow Otto for Software Asset Management (SAM) generative AI skills help ServiceNow Otto for SAM managers to achieve the following:

  • Generate actionable recommendations to improve software license compliance and reduce licensing spend.
  • Automate insights and summaries to eliminate manual analysis, and extract meta data from a uploaded document.
  • Cut time spent on routine administrative and error-resolution tasks, resulting in faster decision-making without manual work on repetitive activities.
  • Classify imported spend transactions to identify software purchases and match them to existing publisher and product records in Software Asset Management Content Library for accurate spend reporting.

The following table describes the key generative AI skills available in ServiceNow Otto for SAM:

Generative AI skill name Description
Publisher compliance summarization Generates a comprehensive summary for a publisher that covers software deployment, license compliance, configuration health, and optimization.
Product compliance summarization Generates a comprehensive summary for a product that covers software deployment, license compliance, optimization, and issues.
Recommended actions Generates recommended actions to manage software license compliance and optimize licensing spend.
Error log summarization Generates error messages and detailed guidance to troubleshoot runtime job failures for SaaS integrations.
Error resolution recommendation
SaaS user resolution Generates user resolution rules for accurate mapping of incoming SaaS subscription data to SAM users.
Contract entitlement data extraction Creates entitlements by extracting information from software contracts where the contract model is a software license.
Resolve entitlement import errors by using ServiceNow Otto for Software Asset Management (SAM) Streamline the entitlement import process by resolving import errors, for a faster import process and improved data accuracy.
Spend transaction software classification Classifies imported spend transactions to identify software purchases, and derives the raw publisher and raw product from fields such as description, vendor name, and GL account.
Spend transaction software normalization Normalizes the raw publisher and raw product from software transactions by matching them to existing publisher and product records in Software Asset Management Content Library.

The generative AI skills are available to the sam_user and the sam_admin roles.

Custom role configurations for accessing generative AI skills are preserved. For example, if you added an alternative role such as the sam_admin role instead of the default sam_user role, the sam_admin role retains access, while the sam_user role loses access, based on the custom configuration.

The sam_user role includes the Otto Admin User (sn_nowassist_admin.user) role. The sam_user role has read-only access to the Otto Admin to view the generative AI skills.

Parent Topic:AI in Software Asset Management

Keywords ServiceNow Otto for Software Asset Managementsoftware asset managementgenerative AI skillsSpend transaction software classification skillSpend transaction software normalization skill
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